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.
초록· 키워드
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Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers’ perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.
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참고문헌 (60)
참고문헌 신청
Bartlett, M. Y. / 2006 / Gratitude and prosocial behavior : helping when it costs you / Psychological Science 17(1):319~325
Bolton, R. N. / 1991 / A multiple model of customers assessments of service quality and value / Journal of Customer Research 17(2):375~384
Boulding, W. / 1993 / A dynamic process model of service quality : from expectations to behavioral intentions / Journal of Marketing Research 30(2):7~27
Bove, L. L. / 2009 / Service worker role in encouraging customer organizational citizenship behaviors / Journal of Business Research 62(7):698~705
Brady, M. K. / 2001 / Some new thoughts on conceptualizing perceived service quality : A hierarchical approach / Journal of Marketing 65(1):34~49
Bolton, R. N. / 1991 / A multiple model of customers assessments of service quality and value / Journal of Customer Research 17(2):375~384
Boulding, W. / 1993 / A dynamic process model of service quality : from expectations to behavioral intentions / Journal of Marketing Research 30(2):7~27
Bove, L. L. / 2009 / Service worker role in encouraging customer organizational citizenship behaviors / Journal of Business Research 62(7):698~705
Brady, M. K. / 2001 / Some new thoughts on conceptualizing perceived service quality : A hierarchical approach / Journal of Marketing 65(1):34~49
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