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외식업체의 서비스 차별화가 고객만족에 미치는 영향에 관한 연구 원문보기
Effect of the Service Differentiation on the Customer Satisfaction in the Food Service Industry

  • 저자

    주양효

  • 학위수여기관

    昌原大學校 大學院

  • 학위구분

    국내석사

  • 학과

    경영학과

  • 지도교수

  • 발행년도

    2003

  • 총페이지

    1책(면수복잡)

  • 키워드

    외식업체 서비스 차별화 고객만족 외식산업 재구매의도;

  • 언어

    kor

  • 원문 URL

    http://www.riss.kr/link?id=T9470709&outLink=K  

  • 초록

    The specific purposes of this study are followings: First, we are to review the previous researches on the factors effecting the service Differentiation in the Food Service Industry. Second, we are to build the hypothesis in order to find out the relations and effects between service differentiation factors and customer satisfaction and between customer satisfaction and intention of repurchase. Third, we are to verify the hypothesis of this study. Fourth, we are to elicit the service differentiation factors to maximize the customer satisfaction in the Food Service Industry. The implications of this study are followings: First, we have to focus on the service quality which is customer-oriented and to understand that providing the superior service quality is the Second, strategy to gain the competitive advantage. Third, we should break down the target market according to the demographic characteristics in the Food Service Industry in order to build the discriminative marketing strategy. Finally, we have to keep efforts to resolve the service problems rapidly when we got a service problem so as to maximize the efficiency for customers and customer's satisfaction. Limitations of this study are followings: First, we need to overcome the problem related to the questionnaire survey and cross-sectional method when we collect the data. Second, we need the positive survey method using the more store sample, objective variables and exquisite statistic method when the research circumstance is better in the future. Third, if we research this area specifically, it could be meaningful survey for store owner in the Food Service Industry.


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