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 - 16 (16page)
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초록· 키워드
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This study was designed in order to examine causality by dyadic relationship targeting employees, who are engaged in beauty service business, and customers, who received service from the employees. The aim was first to clarify influence of employees' job characteristic upon job satisfaction and service commitment targeting employees, and then to examine influence of employees' service commitment upon service quality and customer behavior targeting customers. Examining the findings, all of functionality, importance, and autonomy, which are 3 elements in job characteristic, were indicated to have positive influential relationship upon job satisfaction. Also, even in relationship between job satisfaction and service commitment, the positive influence was confirmed. And, even in relationship between service commitment and service quality targeting customers, all of reliability, sympathy, typology, correspondence, and guarantee, which are 5 elements in service quality, were indicated to have positive influence. Even in relationship between service quality and customer behavior, all of five characteristics in service quality were confirmed to have positive influence upon customer behavior.
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참고문헌 (28)
참고문헌 신청
Babakus, E / 1999 / The role of emotional exhaustion in sales force attitude and behavior relationships / Journal of the Academy of Marketing Science 27 (Winter) : 58 ~ 70
Bansal H / 1999 / The service switching model(SSM): a model of switching behavior in service industries / Journal of Service Research 2 (2) : 200 ~ 218
Bitner, M. J / 1990 / Evaluating Service Encounters: The Effects and Physical Surrounding sand Employee Responses / Journal of Marketing 52 : 69 ~ 82
Bitner, M. J / 1990 / The service encounters: Diagnosing favorable and unfavorable incidents / Journal of Service Marketing 9 (4) : 31 ~ 42
Bolton, R. N. A / 1991 / A Multistage Model of Customer's Assesment of Service Quality and Value / Journal of Customer Research 17 : 375 ~ 384
Bansal H / 1999 / The service switching model(SSM): a model of switching behavior in service industries / Journal of Service Research 2 (2) : 200 ~ 218
Bitner, M. J / 1990 / Evaluating Service Encounters: The Effects and Physical Surrounding sand Employee Responses / Journal of Marketing 52 : 69 ~ 82
Bitner, M. J / 1990 / The service encounters: Diagnosing favorable and unfavorable incidents / Journal of Service Marketing 9 (4) : 31 ~ 42
Bolton, R. N. A / 1991 / A Multistage Model of Customer's Assesment of Service Quality and Value / Journal of Customer Research 17 : 375 ~ 384
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