서비스표준화 차원이 지각된 서비스 품질, 고객신뢰, 고객만족에 미치는 영향

다국어 초록 (Multilingual Abstract)

Service standardization have been interested in the service management. The purpose of this paper was to examine the relationship between service standardization, dimensions, perceived service quality, customer trust and customer satisfaction. The results of the study are as follows. First, service standardization had a positive effect on perceived service quality. Specially service standards focus on two dimensions-job standardization and service product standardization. Second, service product standardization had on positive effect on customer trust and customer satisfaction but job standardization had no effect on customer trust and customer satisfaction, either. It explained that service standardization had a indirect effect on customer trust and customer satisfaction. Third, service product had a strong effect on service quality, customer trust and customer satisfaction. Fourth, perceived service quality had a positive effect on customer trust and customer satisfaction as previous studies revealed.

참고문헌 (Reference)

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