컨설턴트의 역량이 컨설팅 서비스품질과 고객만족에 미치는 영향에 관한 연구: 수진기업의 지지도에 대한 조절효과를 중심으로 = Research on How Consultant`s Capability and Competency Influence on Upgraded Service Quality and Customer Satisfaction: Study Centered on Moderating Effect from Supportive Middle and Small Cooperations

다국어 초록 (Multilingual Abstract)

Previously, scientific research has been focused on customer satisfaction, customer loyalty, and re-usage rate related area to test the capacities of management consultants. It has been proved that the influence of the quality of service, its result, and the satisfaction or unsatisfaction of consulting service are deeply related to the capability and competency of the consultants. The middle and small sized cooperations are the object of this research. Analysis has been made how the capacity and competency of the consultant influence the quality of the consulting service. It is also studied to see how the moderating effect is achieved according to the service receiptment`s motivated participation. It is also analysed that consultants` capability, competency, and attitude are mutually related to the improvement of the quality of consulting usage and service quality in consulting satisfaction and recontract intention. As a result of the study, it is proved that the consultant`s capability and competency influence the upgraded service quality. On the contrary, consultant`s attitude does not influence as much. The research shows that the service quality influence on consulting usage and recontract intention. On the contrary, capacity and competency of the consultant shows positive satisfaction when there is a low supporting customer group. Consultant`s attitude does not influence much from a high supporting group. Conclusion has been made that the consultant`s capability and competency do not influence on the costumer satisfaction. The supportive participation from the middle and small cooperations among service receivers influence more on satisfaction of the general service quality.

참고문헌 (Reference)

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