서비스품질, 시장지향성, 성과와의 관계

• 영문명: Service Quality, Market Orientation, and Performance: Perspectives from Customers and Providers
• 발행기관: 한국상품학회
• 저자명: 박성용(Park Seong-Y) 김선웅(Kim Sun-Woong)
• 간행물 정보: 『상품학연구』제32호, 157~181쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2004.08.01

영문 초록

Service is essentially the interaction between service receiver and provider However, previous research studies overlook these perspectives by investigating it from one perspective. In this paper, we develop hypothesis on the relationships between three key constructs in marketing and conduct surveys both on service receivers and service providers. Based on these perspectives, first, we tried to understand the perception differences on SERVQUAL between receivers and providers. In addition, we investigated the relationships between SERVQUAL and performance and between market orientation and performance. Furthermore, relationship between market orientation and SERVQUAL was considered too. Empirical results show that there are positive relationships between SERVQUAL and performance and between market orientation and performance. Also, we identified some interesting results on the relationship between market orientation and SERVQUAL.

목차

Ⅰ. 서론

Ⅱ. 관련 문헌 연구

Ⅲ. 연구모형과 가설

Ⅳ. 실증분석

V. 결론 및 향후 연구

참고문헌

Summary