고객-직원, 고객-고객의 관계가 고객만족과 신뢰 및 충성도에 미치는 영향에 관한 연구- 백화점을 중심으로 -

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 배경
• 1. 관계마케팅
• 2. 고객과 직원간의 관계
• 3. 커뮤니티(community)
• 4. 관계의 결과변수
• Ⅲ. 가설의 설정과 연구모형
• 1. 관계와 고객만족
• 2. 관계와 신뢰
• 3. 관계와 고객충성도
• 4. 관계와 만족, 신뢰 및 고객충성도
• Ⅳ. 연구방법
• 1. 변수의 조작적 정의 및 측정
• 2. 연구방법
• Ⅴ. 연구결과
• 1. 표본의 특성
• 2. 신뢰성 및 타당성 검증
• 3. 연구모형의 적합도 검증
• 4. 연구가설의 검증
• Ⅵ. 결론
• 참고문헌
• Abstract

참고문헌 (Reference)

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