http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
- 中文 을 입력하시려면 zhongwen을 입력하시고 space를누르시면됩니다.
- 北京 을 입력하시려면 beijing을 입력하시고 space를 누르시면 됩니다.
RISS 인기검색어
- 검색키워드
- 주제어 : Service Providers’ Customer-Response Ability (검색결과 1 건)
- 무료
- 기관 내 무료
- 유료
-
서비스 제공자의 고객 응대 능력 척도 정교화 및 타당화
이한근(Lee, Han),지성구(Ji, Seong Goo),이호택(Yi, Ho Taek),김영찬(Kim, Young Chan) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.2
Extensive research on service providers’ customer-response ability has been examined in line with growth in global service industry. Most service literature and practice assume that relationship marketing effort such as service providers’ customer-response ability generate customer satisfaction and loyalty. but some researches couldn’t find consistent results from previous research. overall, these finding indicate that there are some mixed and ambiguous concepts in the construct of service providers’ customer-response ability. In this study, we tried to integrate relationship marketing and salespersons’ interpersonal skills for the purpose of conceptual elaborations for service providers’ customer-response ability. Researchers need to make clear factors of service providers’ customer-response ability in order to induce consistent results. To test the our research objective, data were collected from 290 customers who interact more than six month with service providers. Based on analysis, we showed that the service providers’ customer-response ability consists of five distinct factors of Rapport building, Detecting nonverbal cues, Taking bird’s-eye view, Shaping the interaction, and Listening skills. these results are our theoretical contributions for service providers’ customer-response ability by elaborating confused concepts in service marketing. and so, Those factors of service providers’ customer-response ability have been empirically tested to have significant effects on trust and post relationship-intent.
연관 검색어 추천
이 검색어로 많이 본 자료
활용도 높은 자료
