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서비스 메카니즘에 따른 고객지향성의 고객성과에 대한 영향
A Study on the Effect of Customer Orientation to Customer Performance According to Service Mechanism

서창적   (서강대학교 경영대학UU0000674  ); 권영훈   (경남대학교 경영학부UU0000075  );
  • 초록

    Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.


  • 주제어

    Service Quality .   Customer Satisfaction .   Customer Commitment .   Customer Orientation.  

  • 참고문헌 (34)

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  • 이 논문을 인용한 문헌 (2)

    1. Kim, Young-Jin ; Lim, Yeon-Woo 2015. "Role of the Demographic Characteristics on the Relationship Between Customer Orientation and Flight Attendants" 한국산학기술학회논문지 = Journal of the Korea Academia-Industrial cooperation Society, 16(1): 346~353     
    2. Kim, Youn Sung 2016. "Literature Review on the Service Quality in KSQM for 50 Years" 品質經營學會誌 = Journal of the Korean Society for Quality Management, 44(2): 265~276     

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