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A study on the dual approach of quality factor
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A study on the dual approach of quality factor.hwp
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A study on the dual approach of quality factor.hwp
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자료설명
1. 고객만족의 개념
고객만족의 의미는 고객들이 바라고 있는 사항을 적절하게 실현한다는 것이다. 그러나 최근의 연구에서는 이러한 단순한 요구사...
고객만족의 의미는 고객들이 바라고 있는 사항을 적절하게 실현한다는 것이다. 그러나 최근의 연구에서는 이러한 단순한 요구사...
본문/내용
1. 고객만족의 개념
고객만족의 의미는 고객들이 바라고 있는 사항을 적절하게 실현한다는 것이다. 그러나 최근의 연구에서는 이러한 단순한 요구사항의 실현이라는 의미를 훨씬 초과하는 의미로 쓰이고 있다. 즉 고객들의 요구사항이 과연 무엇이며 이러한 요구사항의 형성은 어떠한 과정을 통하여 이루어지고 있는가를 파악하려는 의도로 연구가 진행되고 있다. 이러한 의미에서 오늘날에는 고객들이 바라는 요구사항 이상을 제공할 때에 고객만족은 이루어지는 것이며 이러한 과정을 통하여 고객들은 충성도와 함께 차후구매의 의도를 가지게 되는 것으로 보고 있다. 또한 서비스를 이용하는 고객들에게 있어서의 만족은 제품의 경우와는 달리 결과보다는 과정에서 더욱 더 영향을 받는다고 보는 것이 일반적이다.
서비스를 이용하는 고객들은 초기의 경험에 의해서 혹은 구전에 의한 기대보다는 사용후의 결과와 기대와의 차이에 대한 주관적인 판단을 하게되고 이에 따라서 그들의 만족수준이라든지 서비스 품질에 대한 태도를 형성하게 된다. 즉 구매 후의 판단이 고객만족의 결정적인 요인이라고 보았다. Oliver(1989)는 실증적 연구를 통하여 이러한 논리는 상당히 이론적 타당성을 가지고 있는 것으로 보았다.
Youjae, Yi(1990)는 이러한 여러 견해를 정리하여 고객만족에 대하여 크게 소비 경험으로부터 발생한 고객의 심리적 결과물로써 파악하는 견해와 지각적 평가과정으로써 파악하는 견해로 나누어진다고 보았다. 이 중에서 본 연구의 대상인 서비스 품질의 경우에는 고객만족을 지각적 평가과정으로 파악하는 견해가 소비경험의 과정을 이해할 수 있게 하고 단계적 구성요소를 포착하는 측정치를 파악하게 되므로 더 바람직한 접근법으로 받아들여지고 있다. 따라서 많은 연구에서 고객만족을 결과보다는 과정적인 측면에서 이해하여 “사용전의 기대와 사용 후에 느끼는 제품 성과간의 지각
참고문헌
[국내문헌]
유 한주,(1995) “품질개념에 대한 이원적 인식방법의 고찰,” 품질경영 심포지엄: 품질의 미래 지향적 개념, 「대한품질경영학회」, p. 66.
김 희탁, 편 주연(1997) “신제품 개발에 있어서의 매력적 품질요소: 휴대폰 카세트 플레이어의 경우,” 「한국생산관리학회」, 12월, pp.117-148.
[외국문헌]
[] Adam, Jr. E. E.,(1994) “Alternative quality improvement practices and organization performance,” Journal of Operations Management, December, pp. 27-44.
[2] Anderson, J. C., Dipak C. Jain, and Pradeep K. Chintagunta,(1993) `Customer value assessmentation business markets: A state-of-practice study,` Journal of Business to Business Marketing, Vol. 1(1), pp. 3-30.
[3] Brown, J. T., G. A. Churchill. Jr,, and P. J. Paul,(1993) `Improving the measurement of service quality,` Journal of Retailing, Vol. 69(Spring), pp. 65-77.
[4] Burns, M. J., (1993) Value in exchange: The consumer perspective, Knoxville: The university of Tennessee.
[5] Churchill, G. A., and Carol Surprenant,(1982) `An investigation into the determinants of customer satisfaction,` Journal of Marketing Research, Vol.19(November), pp. 491-504.
[6] Clemons, D. S., and R. B. Woodruff,(1992) Broadening the view of consumer (dis)satisfaction: A proposed means-end disconfirmation model of CS/D, Chicago: American Marketing Association, pp. 209-216.
[7] Gale, B.,(1994) Managing Customer Value, New York, Free Press.
[8] Krajewski, L. J., and Larry P. Ritzman,(1993) Operations Management: Strategy and Analysis, 3rd ed. Addison-Wesley Publishing Company, p. 90.
[9] Malhotra, M. K., D. C. Steele, and V. Grover,(1994) `Important Strategic and Tactical Manufacturing Issues in the 1990s,` Decision Sciences, 25(2), pp. 189-214.
[10] Monroe, K. B.(1990) Pricing: Making profitable decisions, New York: McGraw-Hill.
[11] Peterson, R. A., and W. R. Wilson,(1985) Perceived Risk and Price Reliance Schema and Price-Perceived Quality Mediators`, Perceived Quality, J. Jacoby and J. Olson, eds, Lexington. MA, Lexington Books, pp. 247-268.
[12] Shecter, E. S.,(1992) Managing for World-Class Quality: A Primer for Executives and Managers, New York, Marcel Dekker, Inc., pp. 29-30.
[13] Sheth, J. N., Bruce I. Newman, & Barbara L. Gross,(1991) Consumption Values and Market Choices: Theory and application, Cincinnati, OH: Southwestern Publishing.
[14] Slywotzky, Adrian J.,(1996) Value Migration, Boston, Harvard Business School Press.
[15] Spreng, R. A., S. B. MacKenzie, & Richard W. Olshavsky,(1996) `A Reexamination of the Determinants of Consumers` satisfaction,` Journal of Marketing, Vol. 60,(July), pp. 15-32.
[16] Zeithaml, V. A.(1988) `Consumer perception of price, quality, and value: A means-end and synthesis of evidence,` Journal of Marketing, Vol. 52(July), pp. 2-22.
[17] Parasuraman. A., V. A. Zeithami and L. L. Berry,(1991) `Refinement and Reassessnent of the SERVQUAL scale,` Journal of Retailing, Vol. 67, no. 4, pp. 420-450.
[18] Collier, A.,(1993) The Service Quality/Solution :Using Service Management to Gain Competitive Advantage, ASQC. Irwin, p. 165.
[19] Chase, R. B., and D. E. Bowen,(1991) Service Quality: multidisciplinary and multinational perspectives, Lexington Book, p. 159.
[20] Parasuraman, A., V. A. Zeithaml, & L. L. Berry,(1985) `A Conceptual Model of Service Quality and Its Implications for Future Research,` Journal of Marketing, 49(fall), pp.41-50.
[21] Battman, A.,(1993) `Is your quality program dragging?,` Quality Progress(October), pp. 105-107.
[22] Kano, (1984) `매력적 품질과 보통품질,“ 品質, Vol. 14, February pp. 39-48.
[23] Casas, Spratt, Vanessa,(1990) `A comparative study of methods to determine the relative importance of service attributes in customer satisfaction measurement,` Master Thesis, 「University of Auckland」.
[24] Erevelles, S., and C. Leavitt.,(1992) `A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction,` Journal of Consumer Satisfaction. Dissatisfaction and Complaining Behavior, Vol. 5. pp. 104-114.
[25] Oliver, R. L., and Bearden W. O.,(1989) `Disconfirmation Processes Consumer Evaluations in Products Usage,` Journal of Business Research. Vol. 13, pp. 235-246.
[26] Youjae Yi,(1990) `A Critical Review of Consumer Satisfaction,` in Review of Marketing, Valarie A. Zeithaml ed., Chicago, IL.: American Marketing Association, p. 68.
[27] Eagel, J. F., and R. D. Blackwell, (1983) Consumer Behavior, New York: Holt, Richhart, and Winston, p. 49.
[28] Tse, K., and P. C. Wilton,(1988) `Model of Consumer Satisfaction Formation: An Extension,` Journal of Marketing Research, Vol.25, May, pp. 204-205.
[29] Anderson, E. W., and M. W. Sullivan,(1993) `The Antecedents and Consequences of Consumer Satisfaction for Firms,` Marketing Science, Vol.12, Spring, p. 128.
[30] Westbrook, R. A., and R. L. Oliver,(1991) `The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,` Journal of Consumer Research, Vol.18, June, p. 84.
[31] Fornell, C. (1992) `A Nation Customer Satisfaction Barometer: The Swedish Experience,` Journal of Marketing, Vol. 56, January, p. 8.
[32] Reichheld, F. F., and W. E. Sasser Jr.,(1990) `Zero Defections: Quality Comes to Services,` Harvard Business Review, Vol. 68, September-October, p. 106.
[33] Churchill. G. A., and C. Surprenant,(1982) `An Investigation into the Determinants of Customer Satisfaction,` Journal of Marketing Research, Vol. 24, pp. 305-314.
[34] Shostack, G. L.,(1977) `Breaking Free From Product Marketing,` Journal of Marketing, Vol. 41(April), pp. 73-80.
[35} Garvin, D. A.,(1984) `What Does `Product Quality` Really Mean?,` Sloan Management Review, Fall, pp. 25-43.
[36] Garvin, D. A.,(1987) `Competing on the eight dimensions of quality,` Harvard Business Review, Nov.-Dec,. pp. 101-109.
[37] Bebko, C. P.,(1993) `Consumer Factors affecting the delivery of quality Health care services,` Health Marketing Quarterly, Vol. 11, no, 12. pp. 19-41.
유 한주,(1995) “품질개념에 대한 이원적 인식방법의 고찰,” 품질경영 심포지엄: 품질의 미래 지향적 개념, 「대한품질경영학회」, p. 66.
김 희탁, 편 주연(1997) “신제품 개발에 있어서의 매력적 품질요소: 휴대폰 카세트 플레이어의 경우,” 「한국생산관리학회」, 12월, pp.117-148.
[외국문헌]
[] Adam, Jr. E. E.,(1994) “Alternative quality improvement practices and organization performance,” Journal of Operations Management, December, pp. 27-44.
[2] Anderson, J. C., Dipak C. Jain, and Pradeep K. Chintagunta,(1993) `Customer value assessmentation business markets: A state-of-practice study,` Journal of Business to Business Marketing, Vol. 1(1), pp. 3-30.
[3] Brown, J. T., G. A. Churchill. Jr,, and P. J. Paul,(1993) `Improving the measurement of service quality,` Journal of Retailing, Vol. 69(Spring), pp. 65-77.
[4] Burns, M. J., (1993) Value in exchange: The consumer perspective, Knoxville: The university of Tennessee.
[5] Churchill, G. A., and Carol Surprenant,(1982) `An investigation into the determinants of customer satisfaction,` Journal of Marketing Research, Vol.19(November), pp. 491-504.
[6] Clemons, D. S., and R. B. Woodruff,(1992) Broadening the view of consumer (dis)satisfaction: A proposed means-end disconfirmation model of CS/D, Chicago: American Marketing Association, pp. 209-216.
[7] Gale, B.,(1994) Managing Customer Value, New York, Free Press.
[8] Krajewski, L. J., and Larry P. Ritzman,(1993) Operations Management: Strategy and Analysis, 3rd ed. Addison-Wesley Publishing Company, p. 90.
[9] Malhotra, M. K., D. C. Steele, and V. Grover,(1994) `Important Strategic and Tactical Manufacturing Issues in the 1990s,` Decision Sciences, 25(2), pp. 189-214.
[10] Monroe, K. B.(1990) Pricing: Making profitable decisions, New York: McGraw-Hill.
[11] Peterson, R. A., and W. R. Wilson,(1985) Perceived Risk and Price Reliance Schema and Price-Perceived Quality Mediators`, Perceived Quality, J. Jacoby and J. Olson, eds, Lexington. MA, Lexington Books, pp. 247-268.
[12] Shecter, E. S.,(1992) Managing for World-Class Quality: A Primer for Executives and Managers, New York, Marcel Dekker, Inc., pp. 29-30.
[13] Sheth, J. N., Bruce I. Newman, & Barbara L. Gross,(1991) Consumption Values and Market Choices: Theory and application, Cincinnati, OH: Southwestern Publishing.
[14] Slywotzky, Adrian J.,(1996) Value Migration, Boston, Harvard Business School Press.
[15] Spreng, R. A., S. B. MacKenzie, & Richard W. Olshavsky,(1996) `A Reexamination of the Determinants of Consumers` satisfaction,` Journal of Marketing, Vol. 60,(July), pp. 15-32.
[16] Zeithaml, V. A.(1988) `Consumer perception of price, quality, and value: A means-end and synthesis of evidence,` Journal of Marketing, Vol. 52(July), pp. 2-22.
[17] Parasuraman. A., V. A. Zeithami and L. L. Berry,(1991) `Refinement and Reassessnent of the SERVQUAL scale,` Journal of Retailing, Vol. 67, no. 4, pp. 420-450.
[18] Collier, A.,(1993) The Service Quality/Solution :Using Service Management to Gain Competitive Advantage, ASQC. Irwin, p. 165.
[19] Chase, R. B., and D. E. Bowen,(1991) Service Quality: multidisciplinary and multinational perspectives, Lexington Book, p. 159.
[20] Parasuraman, A., V. A. Zeithaml, & L. L. Berry,(1985) `A Conceptual Model of Service Quality and Its Implications for Future Research,` Journal of Marketing, 49(fall), pp.41-50.
[21] Battman, A.,(1993) `Is your quality program dragging?,` Quality Progress(October), pp. 105-107.
[22] Kano, (1984) `매력적 품질과 보통품질,“ 品質, Vol. 14, February pp. 39-48.
[23] Casas, Spratt, Vanessa,(1990) `A comparative study of methods to determine the relative importance of service attributes in customer satisfaction measurement,` Master Thesis, 「University of Auckland」.
[24] Erevelles, S., and C. Leavitt.,(1992) `A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction,` Journal of Consumer Satisfaction. Dissatisfaction and Complaining Behavior, Vol. 5. pp. 104-114.
[25] Oliver, R. L., and Bearden W. O.,(1989) `Disconfirmation Processes Consumer Evaluations in Products Usage,` Journal of Business Research. Vol. 13, pp. 235-246.
[26] Youjae Yi,(1990) `A Critical Review of Consumer Satisfaction,` in Review of Marketing, Valarie A. Zeithaml ed., Chicago, IL.: American Marketing Association, p. 68.
[27] Eagel, J. F., and R. D. Blackwell, (1983) Consumer Behavior, New York: Holt, Richhart, and Winston, p. 49.
[28] Tse, K., and P. C. Wilton,(1988) `Model of Consumer Satisfaction Formation: An Extension,` Journal of Marketing Research, Vol.25, May, pp. 204-205.
[29] Anderson, E. W., and M. W. Sullivan,(1993) `The Antecedents and Consequences of Consumer Satisfaction for Firms,` Marketing Science, Vol.12, Spring, p. 128.
[30] Westbrook, R. A., and R. L. Oliver,(1991) `The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction,` Journal of Consumer Research, Vol.18, June, p. 84.
[31] Fornell, C. (1992) `A Nation Customer Satisfaction Barometer: The Swedish Experience,` Journal of Marketing, Vol. 56, January, p. 8.
[32] Reichheld, F. F., and W. E. Sasser Jr.,(1990) `Zero Defections: Quality Comes to Services,` Harvard Business Review, Vol. 68, September-October, p. 106.
[33] Churchill. G. A., and C. Surprenant,(1982) `An Investigation into the Determinants of Customer Satisfaction,` Journal of Marketing Research, Vol. 24, pp. 305-314.
[34] Shostack, G. L.,(1977) `Breaking Free From Product Marketing,` Journal of Marketing, Vol. 41(April), pp. 73-80.
[35} Garvin, D. A.,(1984) `What Does `Product Quality` Really Mean?,` Sloan Management Review, Fall, pp. 25-43.
[36] Garvin, D. A.,(1987) `Competing on the eight dimensions of quality,` Harvard Business Review, Nov.-Dec,. pp. 101-109.
[37] Bebko, C. P.,(1993) `Consumer Factors affecting the delivery of quality Health care services,` Health Marketing Quarterly, Vol. 11, no, 12. pp. 19-41.
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