지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2011.1
- 수록면
- 1 - 11 (11page)
이용수
초록· 키워드
오류제보하기
There have been many studies regarding the waiting time as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on customer satisfaction and revisit intention in service of beauty industry.
In this situation, recently, it has been suggested that the management of waiting time is one of the sustainable competitive advantages. Based on previous literatures, this thesis proposes the structure about Perceived Waiting Time(disconfirmation of wait time expectation, transaction importance, waiting cost, controllability, fairness and waiting environment), Customer Satisfaction and Revisit Intention. The survey data has obtained from beauty service user. The purpose of this thesis is to find the impact of transaction importance, waiting cost, waiting environment on customer satisfaction. And the impact of customer satisfaction on revisit intention. In addition, this thesis suggests waiting environment as prior factor to customer satisfaction.
목차
등록된 정보가 없습니다.
참고문헌 (19)
참고문헌 신청
Bitner, M. J / 1990 / Evaluation service encounters: The effects of Physical surroundings and Employee Responses / Journal of Marketing 54 (2) : 69 ~ 82
Davis, M. M / 1990 / A framework for relating waiting time and customer satisfaction in a service operation / The Journal of Service Marketing 40 : 61 ~ 69
Davis, M. M / 1990 / An analysis of customer satisfaction with waiting times in a two-stage service process / Journal of Operation Management 9 (3) : 324 ~ 334
Davis, M. M / 1998 / How disconfirmation perception and actual waiting time impact customer satisfaction / International Journal of Service Industry Management 9 (1) : 64 ~ 7
Horik, J / 1998 / Subjective vs. objective time measure: A note on the perception of time in consumer behavio / Journal of Consumer Research 24 (4) : 469 ~ 479
Davis, M. M / 1990 / A framework for relating waiting time and customer satisfaction in a service operation / The Journal of Service Marketing 40 : 61 ~ 69
Davis, M. M / 1990 / An analysis of customer satisfaction with waiting times in a two-stage service process / Journal of Operation Management 9 (3) : 324 ~ 334
Davis, M. M / 1998 / How disconfirmation perception and actual waiting time impact customer satisfaction / International Journal of Service Industry Management 9 (1) : 64 ~ 7
Horik, J / 1998 / Subjective vs. objective time measure: A note on the perception of time in consumer behavio / Journal of Consumer Research 24 (4) : 469 ~ 479
이 논문의 저자 정보
최근 본 자료
댓글(0)
0