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고객만족, 서비스품질, 고객참여행동에 대한 종합적 고찰

Author

이유재; 박현아

Journal Title

소비자학연구

Publication Year

2020

Topics

#Service quality

Summary

This study comprehensively reviews research on customer satisfaction, service quality, and customer participation, based on 161 studies published by the author to celebrate the 30th anniversary of the Korean Society of Consumer Studies. It discusses the definition, measurement, and causal relationships of each topic, and explores the changing service paradigms and future research directions.

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고객만족, 서비스품질, 고객참여행동에 대한 종합적 고찰

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고객만족, 서비스품질, 고객참여행동에 대한 종합적 고찰

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