[경제학과] 서비스고객의정성적품질비용측정및가치지각에의영향력에관한연구

서비스 고객의 정성적 품질비용 측정 및 가치지각에의 영향력에 관한 연구1) A Study of Measuring Service Customer`s Qualitative Quality Cost and Its Influence to Value Perception 서강대학교 경영대학 경영학과 서 창 적2) ? 권 영 훈3) ABSTRACT Customer value is the object of customers` economic priority decision making among variable alternatives By this research, we did empirical research which has been dealt with negligently in conceptual research. First, at service encounter, the difference of customer satisfaction according to behavior pattern is not significant. That is to say, customer behavior is independent with customer satisfaction. But, Customer satisfaction is dependent with service class. Second, effort level of behavior is significantly different with behavior pattern. This show that the difference between active relation-building effort and escaping effort from service encounter is distinct. Third, The customers showing high effort level are negative with perceiving satisfaction. Service design that requires custome…
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