$\require{mediawiki-texvc}$

연합인증

연합인증 가입 기관의 연구자들은 소속기관의 인증정보(ID와 암호)를 이용해 다른 대학, 연구기관, 서비스 공급자의 다양한 온라인 자원과 연구 데이터를 이용할 수 있습니다.

이는 여행자가 자국에서 발행 받은 여권으로 세계 각국을 자유롭게 여행할 수 있는 것과 같습니다.

연합인증으로 이용이 가능한 서비스는 NTIS, DataON, Edison, Kafe, Webinar 등이 있습니다.

한번의 인증절차만으로 연합인증 가입 서비스에 추가 로그인 없이 이용이 가능합니다.

다만, 연합인증을 위해서는 최초 1회만 인증 절차가 필요합니다. (회원이 아닐 경우 회원 가입이 필요합니다.)

연합인증 절차는 다음과 같습니다.

최초이용시에는
ScienceON에 로그인 → 연합인증 서비스 접속 → 로그인 (본인 확인 또는 회원가입) → 서비스 이용

그 이후에는
ScienceON 로그인 → 연합인증 서비스 접속 → 서비스 이용

연합인증을 활용하시면 KISTI가 제공하는 다양한 서비스를 편리하게 이용하실 수 있습니다.

은행산업의 서비스품질 경쟁전략과 전환장벽에 관한 연구 : 국내 은행 이용고객을 중심으로
A Study on the Competitive Strategy by Bank Service Qualty and Switching Barriers : Focused on the Domestic Bank Customer 원문보기

品質經營學會誌 = Journal of Korean society for quality management, v.33 no.4, 2005년, pp.55 - 74  

유한주 (숭실대학교 경영학부) ,  송광석 (숭실대학교 대학원 경영학과)

Abstract AI-Helper 아이콘AI-Helper

This study tries to examine the competitive strategy of service quality in Korean financial market. the purpose of this study is to find out the strategic implication of Korean commercial banks throughout the service level of experienced customers and the services positioning map. Especially, taking...

주제어

참고문헌 (45)

  1. 김근배 (2005), 마케팅조사론, 무역경영사 

  2. 김위찬, 르네 마보안 (2005), 블루오션전략, 교보문고 

  3. 김재수 (2002), '프라이빗 뱅킹을 위한 한국소매금융시장의세분화 전략', 전남대학교 석사학위논문 

  4. 김창주 (1992), '은행서비스 품질의 평가 및 측정에 관한 실증적 연구', 고려대학교 석사학위논문 

  5. 김판종(1998), '시장세분화를 통한 은행마케팅에 관한 연구', 연세대학교석사학위논문 

  6. 이지수, 조수현, 손손영 (2004), 'QFD를 이용한 국내 금융기관의 프라이빗 뱅킹 서비스 설계', 품질경영학회지, 32권, 3호, pp. 153-165 

  7. 이학식, 김영(1999), '서비스품질과 서비스 가치', 한국마케팅저널, 1권, p. 80 

  8. 전인수(1992), '전환장벽, 모방장벽 및 지속적 경쟁우위' 경영연구, 16집, 홍익대학교 경영연구소, pp. 135-152 

  9. 지명구(1997), '서비스 품질지각 평가에 관한 연구', 청주대학교 석사학위논문 

  10. 채서일 (2001), 사회조사방법론, 학현사 

  11. Anderson, J. C. and Narus, J. A.(1990), 'A Model of Distributor Firm and Manufacturer Firm Working Partnerships', Journal of Marketing, Vol. 54, No.1, pp. 42-58 

  12. Bendapudi, N. and Berry, L. L.(1997), 'Customers' Motivations for Maintaining Relationships with Service Providers', Journal of Retailing, Vol. 73, No.1, pp. 15-37 

  13. Berry, L. L. and Parasuraman, A.(1991), Marketing Services : Competing through Quality, New York: Free Press 

  14. Blaevic, V. and Lievens, A.(2004), 'Learning During the New Financial Service Innovation Process Antecedents and Performance Effects', Journal of Business Research, Vol. 57, pp. 374-391 

  15. Chen, A. H.(2002), 'A New Perspective on Infrastructure Financing In Asia', Pacific-Basin Finance Journal, Vol. 10, pp. 227-242 

  16. Colgate, M. and Lang, B.(2001), 'Switching Barriers In Consumer Markets: An Investigation of the Financial Services Industry', Journal of Consumer Marketing, Vol. 18, No.4, pp, 323-347 

  17. Colgate, M. and Lang, B.(2005), 'Positive and Negative Consequences of a Relationship Manager Strategy; New Zealand Banks and Their Small Business Customers', Journal of Business Research, Vol. Vol. 58, pp. 195-204 

  18. Consoli, D.(2005), 'The Dynamics of Technological Change In UK Retail Banking Services: An Evolutionary Perspective', Research Policy, Vol. 34, pp. 461-480 

  19. Cronin and Taylor, S. A.(1992), 'Measuring Service Quality: A Reexamination Extension', Journal of Marketing, Vol. 56, pp. 55-68 

  20. Curry, A. and Penman, S.(2004), 'The Relative Importance of Technology In Enhancing Customer Relationships In Banking - A Scottish Perspective', Managing Service Quality, Vol. 14, No.4, pp. 331 

  21. Dick, A. S. and Basu, K.(1994), 'Customer Loyalty: Toward an Integrated Conceptual Framework', Journal of the Academy of Marketing Science, Vol. 22(Spring), pp, 99-113 

  22. Fornell, C.(1992), 'A National Customer Satisfaction Barometer: The Swedish Experience', Journal of Marketing, Vol. 56 (January), pp. 6-21 

  23. Gronroos, C.(1984), 'A Service Quality Model and Its Marketing Implications', European Journal of Marketing, Vol. 18, pp. 30-44 

  24. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., and Schelesinger, L. A.(1994), 'Putting the Service Profit chain to work', Harvard Business Review, Vol. 72, No.2, pp. 164-175 

  25. Ittnet, C. D., Larcker, D. F., and Tandall, T.(2003), 'Performance Implications of Strategic Performance Measurement In Financial Services Firms', Accounting, Organizations and Society, Vol. 28, pp. 715-741 

  26. JacksonIII, W. E., Nandakumar, P., and Roth, A. V.(2003), 'Market Structure, Consumer Banking, and Optimal Level of Service Quality', Review of Financial Economics, Vol. 12, pp. 49-63 

  27. Jones, M. A., Mothersbaugh, D. L., and Beatty, S. E.(2000), 'Switching Barriers and Repurchase Intentions In Services', Journal of Retailing, Vol. 76, No.2, pp. 259-272 

  28. Jones, M. A., Mothersbaugh, D. L., and Beatty, S. E.(2002), 'Why Customers Stay : Measuring the Underlying Dimensions of Services Switching Costs and Managing their Differential Strategic Outcomes', Journal of Business Research, Vol. 55, pp. 441-450 

  29. Karakostas, B., Kardaras, D., and Papathanassiou, E.(2005), 'The State of CRM Aduption by the Financial Services In the UK: An Empirical Investigation', Information Management, Vol. 42, pp. 853-863 

  30. Karatepe, O. M., Yavas, U., and Babakus, E.(2005), 'Measuring Service Quality of banks: Scale development and validation, Retailing and Consumer Services', Journal of Retailing and Consumer Sevices, Vol. 12, pp. 373-383 

  31. Keaveney, S. M.(1995), 'Customer Switching Behavior In Service Industries: An Exploratory Study', Journal of Marketing, Vol. 59, No.2, pp, 71-82 

  32. Lee, M. L. and Cunningham, F.(2001), 'A Cost/Benefit Approach to Understanding Service Loyalty', Journal of Services Marketing, Vol. 15, No.2, pp, 113-130 

  33. Liao, Z. and Cheung, M. T.,(2002), 'Internet-based a-banking and Consumer Attitudes: An Empirical Study', Information & Management, Vol. 39, pp, 283-295 

  34. Lopez, L. E. and Roberts, E. B.(2002) 'First-mover Advantages In Regimes of Weak Appropriability : The Case of Financial Services Innovations', Journal of Business Research, Vol. 55, pp. 997-1005 

  35. Malhotra, N. and Murherjee, A.(2004), 'The Relative Influence of Organisational Commitment and Job Satisfaction on Service Quality of Customer-Contact Employees In Banking Call Centers', The Journal of Services Marketing, Vol. 18, No. 2-3, pp. 162-174 

  36. Manandhar, R. and Tang, J. C. S.,(2002), 'The Evaluation of Bank Branch Performance using Data Envelopment Analysis A Framework', The Journal of High Technology Management Research, Management Research, Vol. 13, pp. 1-17 

  37. Parasuraman, A., Zeithaml, V. A., and Berry L. L.(1984), 'Reassessment of Expectation as a Comparison Standard In Measuring Service Quality', Journal of Marketing, Vol. 58(January), pp. 111-124 

  38. Parasurman, A. Zeithaml, V. A., and Berry L. L.(1984), 'Reassessment of Expectation as a Comparison Standard In Measuring service Quality', Journal of Marketing, Vol. 58(January), pp. 111-124 

  39. Parkan, C., Wu, M.-L.(1999), 'Measurement of the Performance of an Investment Bank using the Operstional Competitiveness Rating Procedure', The International Journal of Management Science, Vol. 27, pp. 201-217 

  40. Patterson P. G. and Smith T.(2001), 'Relationship Benefits In Service Industries : A Replication In a Southeast Asian Context', Journal of Service Marketing, Vol. 15, No.6, pp. 425-443 

  41. Peppard, J.(2000), 'Customer Relationship Management (CRM) In Financial Services', European Management Journal, Vol. 18, No.3, pp. 312-327 

  42. Santomero, A. M. and, Trester, J. J.(1998), 'Financial Innovation and Bank Risk Taking', Journal of Economic Behavior & Organization, Vol. 35, pp. 25-37 

  43. Smith, A. and Bolton, R.(1998), 'An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?', Journal of Service Research, Vol. 1, No.1, pp. 65-81 

  44. Vermeulen, P.(2004), 'Managing Product Innovation In Financial Services Firms', European Management Journal, Vol. 22, No.1, pp, 43-50 

  45. Zemke, R.(1993), 'The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side', Ing Scheuing, E. and Christopher, W. (Ed.), The Service Quality Handbook, Amacom, pp. 463-479 

저자의 다른 논문 :

섹션별 컨텐츠 바로가기

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

AI-Helper 아이콘
AI-Helper
안녕하세요, AI-Helper입니다. 좌측 "선택된 텍스트"에서 텍스트를 선택하여 요약, 번역, 용어설명을 실행하세요.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.

선택된 텍스트

맨위로