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유시정,김준호,박시숙 京畿大學校 韓國産業經濟硏究所 2001 産業硏究 Vol.13 No.-
There has been a surge of interest in all aspects of service management in recent times. Today's businesses realize the importance of adding value to their service by giving customer satisfaction. These service can become essential part of operating a business because high service quality will induce the positioning advantage in the market and get customer loyalty to company. As a results, finding out where their service products belong to service industry is very important. This study examines that service businesses is classifying by customer involvement level. And this study presents to realize that when customer buy service products, how much service expectation occur on classifying service business by customer involvement and how much demographic factor influence customer involvement.