논문상세정보
-
- 저자 김영주
- 형태사항 91: 26 cm
- 일반주기 지도교수: 김용만
- 학위논문사항 경남대학교 대학원, 2015. 2, 경영학과, 학위논문(박사)-
- 발행지 창원
- 언어 kor
- 출판년 2014
- 발행사항 경남대학교 대학원
유사주제 논문( 0)
박사
커피전문점의 서비스스케이프, 인적서비스와 고객만족, 점포이미지, 재방문 의도간의 구조적 관계 = The Structural Relationship among Servicescape, Human Services, Customer Satisfaction, Store Image, and Revisit Intention on Coffee Shop
김영주
2015년
' 커피전문점의 서비스스케이프, 인적서비스와 고객만족, 점포이미지, 재방문 의도간의 구조적 관계 = The Structural Relationship among Servicescape, Human Services, Customer Satisfaction, Store Image, and Revisit Intention on Coffee Shop' 의 참고문헌
-
호텔레스토랑의 서비스 스케이프가 직무만족에 미치는 영향
-
항공사 객실 승무원의 비언어적 커뮤니케이션과 고객 접점 인적 서비스 품질이 고객 만족과 브랜드 태도에 미치는 영향
-
패밀리레스토랑의 물리적환경이 고객의 감정반응과 행동의도에 미치는 영향
-
커피전문점의 서비스스케이프가 고객충성도에 미치는 영향 : 서비스가치, 고객만족, 브랜드이미지의 매개효과를 중심으로
-
커피전문점의 서비스스케이프가 고객만족과 관계성과에 미치는 영향
-
커피전문점의 서비스스케이프, 브랜드자산, 관계의 질과의 영향관계
-
박사
-
체인레스토랑의 서비스 인카운터에서의 구성원 간 상호작용이 서비스가치와 관계지향성에 미치는 영향
-
점포이미지와 충성도 관계에서 인지적 만족과 감정적 만족의 역할
-
월간커피, 12월호아이비라인 [2009]
-
외식서비스품질이 관계의 질과 브랜드충성도에 미치는 영향
-
박사
-
외식기업 물리적환경이 고객만족과 재방문의도에 미치는 영향 연구
-
소비자의 점포 이미지 지각정도에 관한 연구: 상황적 접근
-
서비스학개론
-
서비스스케이프가 고객만족, 관계의 질, 관계행동요인에 미치는 영향관계 - 항공사 서비스 중심으로 -
-
박사
-
서비스 품질이 고객충성도에 미치는 영향과 매개변수의 역할
-
박사
-
서비스 고객의 가치인식이 재방문의도에 미치는 영향 : 고객만족과 전환비용의 매개역할을 중심으로
-
사회과학조사방법론
-
브랜드 개성의 유형과 영향요인에 관한 연구
-
박사
-
고객만족의 결정변수에 대한 이론적 고찰
-
“호텔 연회장이 물리적환경에 따른 감정반응이 호텔 브랜드 이미지에 미치는 영향에 관한 연구: 인적서비스품질 조절효과를 중심으로.”
-
“푸드코트 서비스스케이프와 혼잡성이 감정 및 만족도에 미치는 영향.”
-
“특1급 호텔의 외식 레스토랑이미지와 성과에 관한 연구.”
-
“컬러커뮤니케이션이 브랜드이미지에 미치는 영향에 대한 연구: 기업 로그를 중심으로.”
-
“소비자 구매행동에 대한 브랜드의 태동에 관한 의견과 향후 연구방향.”
-
“소매업체의 서비스품질과 식품안전성이 점포이미지와 충성도에 미치는 영향.”
-
“레스토랑 환경지각이 소비자의 태도형성에 미치는 영향 : 심리반응의 중개역할.” 박사학위논문. 경기대학교 대학원
-
“레스토랑 브랜드 개성이 고객의 감정, 만족, 신뢰와 충성도에 미치는 영향에 관한 연구.”
-
“대형할인점의 물리적 환경에 대한 지각이 고객만족과 의도에 미치는 영향.”
-
Zeithaml, V and Bitner, M.(1996), Services Marketing, NY: Mcgraw-Hill.
-
Zeithaml VA, Parasuraman A, and Berry LL.(1985), "Problems and Strategies in Service Marketing." Journal of Marketing 49(Spr), 33-46.
-
Yim, C. K., Tse, D. K., and Chan, K. W.(2008), "Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer–Firm Affection and Customer–Staff Relationships in Services." Journal of Marketing Research, 45(6): 741-756.
-
Williams, L. A., and Burns, A.C.(2001), "Factors Affecting Children's Store Loyalty: An Empirical Examination of Two Store Types." Journal of Applied Business Research, 17(1), 61-73.
-
Westbrook, R.and Reilly, M.(1983), "Value-Percept Disparity: An Alternative to the Disconfonnation of Expections Theory of Consumer Satisfaction." Advances in a Consumer Research, 256-261.
-
Walker J. L.(1995), "Service Encounter Satisfaction: Conceptualized." Journal of Services Marketing, 9(1), 5-14.
-
Wakefield and Blodgett, J. G.(1996), "The Effect of the Servicescapes on Customers' Behavior al Intentions in Leisure Service Setting." Journal of Service Marketing, 10(1), 45-61.
-
Voss, G., Parasuraman, A.,and Grewal, D.(1998), "The Rolers of Rice, Performance, and Expectations in Determining Satisfaction in Service Exchange." Journal of Marketing Research, 62(3), 46-61.
-
Tse, D. and Wilton, P.(1988), "Models of Consumer Satisfaction Information: An Extension." Journal of Marketing Research, 25(2), 204-212.
-
Tom, G., Barnett, T. Lew, W. and Selmants, J.(1987), "Cueing the Customer: The Role of Salient Cuesin Consumer Perception." Journal of Consumer Marketing, 4(2), 23-28.
-
Suprenant, Carot and Michael Solomon(1987), "Predictability and Personalization in Service Encounter." Journal of Marketing, 51(4), 86-96.
-
Sundstrom, E. and Sundstrom, M. G.(1986), "Arousal Hypotheses and the Effects of Musicon Purchasing Behavior." Journal of Applied Psychology, 50(3), 255-256.
-
Steve Burt, Jose Carralero‐Encinas(2000), "The Role of Store Image in Retail International Isation." International Marketing Review, 17, 433-453.
-
Spector, R. and McCarthy, P. D.(2005), The Nordstrom Way to Customer Service Excellence, a Handbook for Implementing Great Service in Your Organization. John Wiley and Sons, Inc.
-
Spangenberg ER, Crowley AE, Henderson PW.(1996), "Improving the Store Environment: Do Olfactory cues Affect Evaluations and Behaviors?" Journal of Marketing 60(Apr), 67-80.
-
Sirgy, M. J., and Samli, A.C.(1985), "A Path Analytic Model of Store Loyalty Involving Self-concept, Store Image, Geographic Loyalty and Socioeconomic Status." Journal of the Academy of Marketing Science, 13(3), 265-291.
-
Shim, S. Y and Kotsiopulos, A(1992), "Patronage behavior of apparel shopping: Testing Patronage Model of Consumer Behavior." Clothing and Textil Research Journal, Vol 10(2), 59-64.
-
SPSS/AMOS에 의한 사회조사분석: 범주형 테이터 분석 및 공분산 구조분석
-
Ryu, K., Han, H., and Kim, T. H.(2008), "The Relationships among Overall Quick-casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions." International journal of Hospitality Management, 27(3), 459-469.
-
Rust R. T. and Jahorik. A. J.(1993), "Customer Satisfaction, Customer Retention, and Market Share." Journal of Retailing, 69, 193-215.
-
Russell, J. A. and Snodgrass, J.(1987), Emotion and the Environment. In: Stokols and Altman(Eds.), Handbook of Environmental Psychology, New York, USA, John Wiley and Sons.
-
Rinne, H. and Swinyard, B.(1992), "Discounters: A Competitive Study." Stores, 74, 54-58.
-
Reicheld, Frederick F. and Sasser, W. Earl Jr.(1990), "Zero Defections: Quality Comes to Services." Harvard Business Review, 68(5), 105.
-
Reicheld, F. F.(1993), "Loyalty-based Management." Harvard Business Review, 71(2), 64-73.
-
Ravald, A., and Gronroos, C.(1996), "The Value Concept and Relationship Marketing." European Journal of Marketing, 21(3), 215-224.
-
Rabson, S. K. A.(1990), "Turning the Tables. Cornell Hotel and Restaurant." Administration Quality, 40(3), 56-63.
-
Price, Linda L., Eric J. Arnould, and Patrick Tierney(1995), "Going to Extremes: Managing Service Encounters and Assessing Provider Performance." Journal of Marketing, 59(April), 83-97.
-
Prendergast, G. and Man, H. W.(2002), "The Influence of Store Image on Store Loyalty in Hong Kong’s Quick Service Restaurant Industry." Journal of Foodservice Business Research, 5(1), 45-59.
-
Petrick, J. F.(2002), "Development of A Multi-dimensional Scale for Measuring the Perceived Value of a Service." Journal of Leisure Research, 34(2), 119-134.
-
Parasuraman, A., Berry, L. L. and Zeithaml, V. A.(1991), "Refinement and Reassessment of the SERQUAL Scale." Journal of Retailing. 67(4), 420-450.
-
Oliver, R.(1999), "Whence Customer Loyalty." Journal of Marketing. 63(S. I.), 33-44.
-
Oliver, R.(1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response." Journal cf Customer Research, 20(3), 418-430.
-
Oliver, R.(1981), "Measurement and Evaluation of Satisfaction Process in Retailing Settings." Journal of Retailing, 25-48.
-
Oliver, R.(1980), "A Cognitive Model of The Antecedents and Consequences of Satisfaction Decisions," J ournal of Marketing Research, 17(4), 460-469.
-
Oliver, R. and Swan J. E.(1989), "Consumer Perception of Interpersonal quity and Satisfaction in Transactions: A Field Survey Approach." Journal of Marketing, 53(4), 21-35.
-
Oh, H.(1999), "Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective." International Journal of Hospitality Management. 18(1), 67-82.
-
O1iver, R.(1997), Satisfaction: A Behavioral Perspective on the Customer, McGraw-Hill, International Editions.
-
Newman, J. and Werbel, R.(1973), "Ultivariate an analysis of brand loyalty for major house ho1d appliances." Journal of Marketing Research, 10(11), 404-409.
-
Newman, A. J.(2007), "Uncovering Dimensionality in the Servicescape: Towards Legibility." Service Industries Journal, 27(1), 15-28.
-
Nevin, J. P. and Michael Houston(1980), "Image as a component of Attractiveness to Intra-Urban Shopping Area." Journal of Retailing, 56, 77-93.
-
Milliman, R. E.(1986), "The Influence of Background Music on the Behavior of Restaurant Patrons." Journal of Consume Research, 13(2), 286-289.
-
Menon, K. and Dube, L.(2000), “Ensuring Greater Satisfaction by Engineering Sales person Response to Customer Emotions,” Journal of Retailing, 76(3): 285-307.
-
Mehrabian, A. and Russe1l,J.(1974), An Approach to Environmental Psychology, Cambrige, MIA: MIT Press.
-
Mazursky, David and Jacob Jacoby(1986), "Exploring the Development of Store Image." Journal of Retailing, 62, 145-165.
-
Martineau, P(1958), "The Personality of the Retail Store." Harvard Business Review, 36, 47-56.
-
Lucas, A. F.(2000), The Determinants and Effects of Slot Servicescap Satisfaction in a Las Vegas Casino, Unpublished Doctoral Dissertation. University of Nevada, LasVegas, NV, U.S.
-
Linquist, Jay D.(1974), "Meaning of Image : A Survey of Empirical and Hypothetical Evidence." Journal of Retailing, 50(4), 29-38.
-
Liljander, V. and Mattson, J.(2002), “Impact of Customer preconsumption mood on the evaluation of employee behavior in service encounters,” Psychology and Marketing, 19(10): 837-860.
-
Levy, M., and Weitz, B.A.(2001), Retailing Management, McGraw-Hill, New York.
-
Kotler, P.(1988), Marketing Management ; Analisys, Planning. Implementation and Control, 6th, New Jersey: Prentice-Hall.
-
Kotler, P.(1973), "Atmospherics as a Marketing Tool." Journal of Retailing, 49, 48-64.
-
King, C. A. and J. G. Garey(1997), "Relational Quality in Service Encounters, International." Journal of Contemporary Hospitality Management, 16, 39-63.
-
Kim, W. and Moon, Y.(2009), "Customers' Cognitive, Emotional and Actionable Response to the Servicescape: A Test of the Moderating Effect of the Restaurant Type." International Journal of Hospitality Management, 28(2), 144-156.
-
Johnson, M. and Zinkhan, G. M.(1991), "Emotional Responses to a Professional Service Encounters." The Journal of Service Marketing. 5(2), 5-16.
-
Jang, S. C. and Feng, R.(2007), "Temporal Destination Revisitintention: The Effects of Novelty Seeking and Satisfaction." Tourism Management, 28(4), 580-590.
-
Jain, A. K. and Edgar, M.(1977), "Measuring store image through multidimensional scaling of free response data." Journal of Retailing, 52(4), 61-70.
-
Ingrid Y. Lin and Anna S. Mattila(2010), "Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction." Journal of Hospitality Marketing & Management. 19(8), 819-841.
-
Hunt. H.(1977), CS/D-Overview and Future Research Direction Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute.
-
Hui, M. K. and Bateson, J. E. G.(1991), "Perceived Control and the Effects of Crowding and Consumer Choiceon the Service Experience." Journal of Consumer Research, 18, 174-184.
-
Howard, I.and Sheth, I.(1969), The theory of buyer behavior, NY: John Wiley and Sons.
-
Hightower, R. Jr.(1997), Conceptualizing and Measuring Servicescape’s Impact on Service Encounter Outcomes, Doctoral Dissertation, Florida State University, USA.
-
Hellier P. K., Geursen, G. M., Carr R. A., and Rickard J. A.(2003), "Customer Repurchase Intention: A General Structural Equation Model." European Journal of Marketing, 37(11-12), 1762-1800.
-
Hartline, Michael and Ferrell, O.(1996), "The Management of Customer Contact Service Employees: An Empirical Investigation." Journal of Marketing, 69(10), 52-70.
-
Harris, L. C. and Ezeh, C.(2008), "Servicescape and Loyalty Intention: An Empirical Investigation." European Journal of Marketing, 42(3), 390-422.
-
Harkiranpal Singh(2006), The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention, University College of Technology and Innovation, WP-06-06(May), pp1-7.
-
Halstea Diane, and Page Thomas J. Jr(1992), "The Effects of Satisfaction and Consumer Satisfaction." Dissatisfaction and Complaining Behavior, Vol. 5.
-
Gronroos, C.(1984), "A Service Quality Model and Its Marketing Implication." European Journal of Marketing. 18(4), 36-44.
-
Gronroos, C.(1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsining.
-
Griffin, J.(1995), Customer Loyalty: How to Earn It. How to Keep It, New York: Lexington Books.
-
Grewal, D., Krishnan, R. ,Baker J. and Borin, N.(1998), "The Effect of Storename, Brandname and Price Discounts on Consumer's Evaluations and Purchase Intentions." Journal of Retailing, 74(3). 331-352.
-
Gotlieb, J. B., Grewal, D., and Brown, S. W.(1994), "Consumer Satisfaction and Perceived Quality: Complementary or Divergent Constructs." Journal of Applied Psychology, 79(6), 875-885.
-
Geva, A. and Goldman, A.(1990), "Duality in Consumer POST-Purchase Attitude." Journal of Economic Psychology, 112, 141-164.
-
Gardner, M. P. and Simkos, G. J.(1985), "Toward a Methodology for Assessing Effects of Instore Atmosphere.", Advances in Consumer Research, 13(1), 27-31.
-
Frazier, G. L.(1983), "Inter Organizational Exchange Behavior in Marketing Channels: A Brodened Perspective." Journal of Marketing, 47(4), 68-78.
-
Fornell, C.(1992), "A National Customer Satisfaction Barometer: The Swedish Experience." Journal of Marketing, 56, 6-21.
-
Fonveille, W.(1997), "How to Know What Customer Really Want." Training and Development, 51(9), 40-44.
-
Evans, K. R. and R. F. Beltramini(1987), "A Theoretical Model of Consumer Negotiated Pricings: An Orientation Perspective." Journal of Marketing, 51(April), 145-167.
-
Engel, J. and Blackwell, R.(1982), Consumer Behavior, NY: Holt.
-
Engel, J. F., R. D. Blackwell, and Miniard(1990), Consumer, 6thed.
-
Engel, J. F., Blackwell, R. D. and Miniard, P. W.(1995), Consumer Behavior, 8th, New York: The Dryden Press.
-
Doyle, P. and Fenwick. J(1974), "How store image affects shopping habits in grocery chains." Journal of Retailing, 50(4), 31-47.
-
Donnovan, R. J. and Rossiter, J. R.(1982), "Store Atmosphere: An Environmental Psychology Approach." Journal of Retailing, 58(1), 34-57.
-
Dichter, E(1985), "What’s in an Image?" Journal of Consumer Marketing, 2(4), 75-81.
-
Day, R.(1984), "Modeling Choices Among Alternative Responses to Dissatisfaction." Advance in Consumer Research, 11(1), 496-499.
-
Crosby, Lawrence A. Kenneth R. Evans and Deborah Cowles(1990), "Relationship Quality in Service Selling: An Interpersonal Influence Perspective." Journal of Personality and Social Psychology, 86(3), 338-404.
-
Cronin, J. Joseph, Jr. and Steven A Tayler(1992), "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing, 56(July), 84-92.
-
Chowdhury J., J. Reardon and R. Srivastava(1998), "Alternative Models of Measuring Store Image : An empirical Assessment of Structured Versus Unstructured Measures." Journal of Marketing Theory Practice, 15(4/5), 433-453.
-
Chaudhuri, A. and Holbrook, M. B.(2001), "The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty." Journal of Marketing, 65(2), 81-93.
-
Changjo Yoo, Jonghee Park and Deborah J. Maclnnis(1998), "Effects of Store Characteristics and in-store Emotional Experiences on Store Attitude." Journal of Business Research, 42, 253-263.
-
Bloemer, J and Ruyter, K.D(1998). On the Relationship between Store Image, Store Satisfaction and Store Loyalty. European Journal of Marketing, Vol. 32(5), 499-513.
-
Bitner, M. J., Booms, B. H. ,and Tetreault, M. S.(1990), "The Service Encounter: Diagnosing Favorable and Unfavorable." Journal of Marketing, 54(1), 71-84.
-
Bitner, M. J.(1992), "Servicescape: The Impact of Physical Surroundings on Customers and Employees." Journal of Marketing, 56(2), 57-71.
-
Berman, B. and Evans, R. J.(1992), Retail Management: A Strategic Approach, New York, NY: Macmillan.
-
Barker, R. T. and Pearce, C. G.(1990), "The Importance of Proxemics at Work Space and Human Comfort in the Work Environment." Supervisory Management, 35(2), 10-12.
-
Baker, J., Parasuraman, A., Grewal, D., and Voss, G. B.(1994), "The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intention." Journal of Marketing, 66(2), 120-141.
-
Baker, J., Levy, M., and Grewal, D.(1992), "An experimental approach to making retail store environmental decisions." Journal of Retailing, 68(4), 445-460.
-
Baker, J., D. Grewal and A. Parasuraman(1994), "The Influence of Store Environment on Quality Inferences and Store Image." Journal of the Academy of Marketing Science, 22(4). 328-339.
-
Baker, J., Betty L. L, and Parasuraman, A.(1988), "The Marketing Impact of Branch Facility Design." Journal of Retail Banking 10(2), 33-42.
-
Baker, J.(1986), "The Role of the Environment in Marketing services: the consumer perspective. The services challenge." Integrating for competitive advantage, 1(1), 79-84.