국제항공특송업의 지각된 대기시간이 서비스품질평가에 미치는 영향에 관한 연구 = The Effect of Perceived Waiting Time on Evaluation of Service Quality in International Air Express service

다국어 초록 (Multilingual Abstract)

There have been many studies regarding the waiting as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service Thus study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service
The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response Second, it was verified that emotional response had significant affections on service quality In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions In addition, it needs to maintain them constantly with service-oriented posture in international air express service company

목차 (Table of Contents)

• Ⅰ 서론
• Ⅱ 이론적 고찰
• Ⅲ 연구 설계
• Ⅳ 실증분석
• Ⅴ 결론
• 참고문헌

참고문헌 (Reference)

1 정명수, "해외물류에서의 국제택배방식을 이용한 시간경쟁과 원가우위에 관한 연구" 연세대학교대학원 2002

2 김제철, "항공화물운송부문의 경쟁력 강화방안" 교통개발연구원 2002

3 박유식, "지각된 대기시간과 서비스 생산시간이 품질평가에 미치는 영향" 한국소비자학회 2 (2): 1999

4 김정희, "점포의 물리적 환경이 품질지각과 고객만족에 미치는 영향에 관한 연구" 한국마케팅관리학회 7 (7): 3-85, 2002

5 윤성욱, "의료서비스접점에서 대기시간이 서비스품질평가와애호도에 미치는 영향" 한국마케팅학회 5 (5): 1-, 2003

6 송계의, "소화물 일관수송업의 경쟁력 강화" 한국로니스틱스학회 6 (6): 1998

7 박유식, "대기시간이 서비스품질평가에 미치는 영향" 한국마케팅학회 15 (15): 2000

8 조정은, "대기시간이 서비스 품질평가 및 재구매의도에 미치는 영향과 그 매개 변수 및 조절변수에 관한 연구" 한국경영학회 36 (36): 1785-1810, 2007

9 심홍우, "국제항공특송업체의 물류서비스 품질과 고객만족도에 관한 연구" 서강대학교대학원 2008

10 서용원, "공정성 지각과 리더 행동간의 관계: 분배공정 리더십과 절차공정 리더십의 차별 효과" 한국산업및조직심리학회 15 (15): 2002

11 Hui, M. K., "What to tell consumers in waits of different lengths: An integrative model of service evaluation" 60 (60): 1996

12 Taylor, S., "Waiting for service: The relationship between delays and evaluations of service" 9 (9): 1994

13 Leclerc, E., "Waiting Time and Decision Making: Is Time Like Money?" 22 : 1995

14 Maister, D., "The psychology of waiting lines" Lexington Books 1985

15 Houston, Mark R., "The Relationship Between Waiting in a Serviec Queue and Evaluations of Service Quality: A Field Theory Perspective" 15 (15): 1998

16 Stigler, G. L., "The Econimics of Information" 59 : 1961

17 Horik, J., "Subjective vs. objective time measure: A note on the perception of time in consumer behavior" 24 (24): 1998

18 Parasuraman, A., "Refinement and reassessment of the SERVQUAL Scale" 67 (67): 1991

19 Katz, K. L., "Perscription for the waiting-in-line blues: Entertain, enlighted, and engaged" 1991

20 Garvin, D. A., "Managing Quality: The Strategic and Competitive Edge" N. G. Free Press 1987

21 Jones, P., "Management perceptions of waiting times in service queues" 7 (7): 1996

22 Smidts, A., "How waiting affects customer satisfaction with the service: The role of subjective variables, management of service: A multidisciplinary approach: Proceedings of the Third International Research Seminar 10 Service Management" LaLonde 1994

23 Zakey, D., "How much Time Did You Wait in Line? A Time Perception Perspective, Time and Consumer Behavior" University du Quebec a Montreal 1991

24 Davis, M. M., "How disconfirmation perception and actual waiting time impact customer satisfaction" 9 (9): 1998

25 Pruyn, A., "Effects of Waiting of the Satisfaction with the Service: Beyond Objective Time Measures" 49 (49): 1996

26 Kelly, S., "Antecedents to Consumer Expectations for Service Recovery" 22 : 1994

27 Davis, M. M., "An analysis of customer satisfaction with waiting times in a two-stage service process" 9 (9): 1990

28 Davis, M. M., "A framework for relating waiting time and customer satisfaction in a service operation" 40 : 1990