초록 열기/닫기 버튼
The purpose of this paper to examine the dynamics of customerperception about service quality attr ntee.The questionnaire method was adopted to collect the pocket phonecustomers.It was found that a follows: First, customer satisfaction had an effect torepurchase intent and loyalty. Assurance and empathy was the best weighte dattributes at purchasing timing, buttangibility and reliability was the best atpresent time. Second, different effect eguarantee mode to customer satisfaction and it was found that serviceexperience duration had an moderating effect to customer satisfaction.
키워드열기/닫기 버튼
Service guarantee, Service quality attributes, Customer satisfaction이 논문은 년 정부 교육인적자원부 의 재원으로 학술진흥재단의 지원을 받아 수행된 연구임 * 2006 ( )(KRF-2006-332-B00122)권영훈서비스경영학회지 제 권 제 호 년 월8 3 2007 9
