학술저널
This research was focused on investigating the relative effect of each service quality dimension on customer satisfaction, using a three-dimensional model of service quality such as interaction quality, outcome quality, automated system quality(physical environment quality). The authors test the proposed model using data from 353 customers in voice to voice inbound context. The tests show good support for the hypotheses except the relationship between language ability and interaction quality. Finally, theoretical and managerial implications of the findings are discussed.
Ⅰ. 서론<BR>Ⅱ. 문헌고찰 및 연구가설<BR>Ⅲ. 실증연구<BR>Ⅳ. 결론<BR>참고문헌<BR>Abstract<BR>
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