서비스 보증 속성과 고객의 지각된 보증효력 및 서비스 품질의 관계에 관한 연구

• 영문명: The Relationship between the attributes of Service Guarantees, Guarantees' Effect and Perceived Service Quality
• 발행기관: 한국상품학회
• 저자명: 김립인(Jin Li-Yin)
• 간행물 정보: 『상품학연구』제23권 제3호, 1~25쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.12.01

영문 초록

This study has investigated the relationship between the attributes of service guarantees, Guarantees' effect and perceived service quality. Six attributes of service guarantees such as restrictiveness, clearness, appropriateness, differentiation, confidence and convenience were arranged to examine the effects of the service guarantees' effect and perceived service quality. In survey, data were collected from 289 retail store users, and then covariance structure modeling through AMOS was used to test the hypotheses. The survey results show that the restrictiveness, clearness, appropriateness, confidence and convenience of guarantees significantly influence service guarantees' effect, the service guarantees' effect significantly influence perceived service quality. Also it found that clearness and appropriateness do influence restrictiveness of guarantees, and confidence of guarantees significantly effect on convenience of service guarantees. From those results, marketers should consider the restrictiveness, clearness and confidence of guarantees when they try to develop an effective service guarantees program to improve service quality and customers satisfaction.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구모형 및 가설의 설정

Ⅳ. 연구방법

Ⅴ. 실증분석 결과

Ⅵ. 결론

참고문헌

Summary