최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기한국콘텐츠학회논문지 = The Journal of the Korea Contents Association, v.13 no.11, 2013년, pp.366 - 381
This paper is to identify how variety of products, product quality, guarantees, employee services and physical environment of store which is considered to store image components influence on satisfaction and loyalty, which in turn effects on loyalty in grocery retailing stores. A survey was conducte...
* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
Oliver는 충성도를 어떠한 모형으로 설명하였나? | 초기연구에서는 주로 제품과 관련하여 만족과 충성도 관계 연구가 주종을 이루었지만, 최근 서비스산업이 발전하면서 서비스충성도에 대한 연구가 활발하게 진행 되고 있다[53]. Oliver(1997)는 충성도를 인지(cognitive), 감정(affective), 행위(conative), 활동(action) 등 네 단계 모형(four stage model)으로 설명하였다[54]. Johns and Taylor(2012)는 충성도를 행위를 시작하기 위한 고객의 의도를 표현한 행위충성도(behavioral loyalty)와 서비스제공자에 대한 선호를 표현한 태도충성도(attitudinal loyalty)로 구분하여 설명하였다[55]. | |
Dichter가 정의한 점포이미지란? | Dichter(1985)는 점포이미지(store image)를 한 소비자가 점포의 여러 특색에 반응하는 점포에 대한 인상이라고 광의의 정의를 하였는데[29], 이 후 연구에서 이러한 반응은 인지적이거나 감정적 혹은 인지와 감정 모두를 의미하는 것으로 설명하고 있다[30]. Martenson(2007)은 점포이미지를 소비자가 점포에 대한 지각이나 인상이라고 정의하였다[31]. | |
식품소매점을 대상으로 브랜드다양성, 상품품질, 보증, 종업원서비스, 물리적환경 등 점포 이미지 구성요인과 만족, 신뢰 및 충성도 간의 구조적 인과관계를 연구한 결과는? | 연구결과는 다음과 같다. 첫째, 상품품질 및 종업원서비스는 만족과 신뢰에 영향을 미치었지만, 물리적환경은 만족에만 영향을 미치었다. 둘째, 어떠한 점포이미지 구성차원도 충성도에는 직접적인 영향을 미치지 않았다. 셋째, 만족은 신뢰 및 충성도에 영향을 미친 반면, 신뢰는 충성도에 영향을 미치지 않는 것으로 확인되었다. 따라서 점포이미지를 통해 고객의 충성도를 구축하기 위해서는 만족과 신뢰 등 관계품질을 향상시켜야 하며, 궁극적으로 충성도를 형성하는 변수들을 중심으로 점포이미지를 형성해야 할 것이다. |
P. K. Sinha, A. Banerjee, and D. P. Uniyal, "Deciding Where to Buy: Store Choice Behaviour of Indian Consumers," Vikalpa, Vol.27, No.2, pp.13-27, 2002.
P. K. Sinha and A. Banerjee, "Store Choice Behaviour in An Evolving Market," International J. of Retail and Distribution Management, Vol.32, No.10, pp.482-494, 2004.
S. Kureshi, V. Sood, and A. Koshy, Comprehensive Analysis of Exclusive Brand Store Customer in Indian Market, Working Paper No.2007-08-02, Institute of Management, 2007.
C. Jayasankaraprasad and P. V. V. Kumar, "Antecedents and Consequences of Customer Satisfaction in Food & Grocery Retailing: An Empirical Analysis," Decision, Vol.39, No.3, pp.101-140, 2012.
K. G. Hemalatha, I. Jagannathan, and K. Ravichandran, "An Empirical Assessment of Service Quality Dimensions in the Indian Retail Sector," J. of Business and Retail Management Research, Vol.4, No.2, pp.9-20, 2010.
B. Cornelius, M. Natter, and C. Faure, "How Storefront Displays Influence Retail Store Image", J. of Retail and Consumer Services, Vol.17, pp.143-151, 2010.
D. Mazursky and J. Jacoby, "Exploring the Development of Store Images," J. of Retailing, Vol.62, pp.145-165, 1986.
K. B. Hartman and R. L. Spiro, "Recapturing Store Image in Customer-Based Store Equity: A Construct Conceptualization," J. of Business Research, Vol.58, pp.1112-1120, 2005.
Y. Pan and G. M. Zinkhan, "Determinants of Retail Patronage: A Meta-Analytical Perspective," J. of Retailing, Vol.82, pp.229-243, 2006.
D. Grewal, M. Levy, and D.R. Lehmann, "Retail Branding and Customer Loyalty: An Overview Editorial," J. of Retailing, Vol.80, pp.9-12, 2004.
A. Caruana, B. Ramasashan, and K.A. Krentler, "Corporate Reputation, Customer Satisfaction, and Customer Loyalty: What is the Relationship?," Development in Marketing Science, Vol.27, p.301, 2004.
S. A. Taylor and T. L. Baker, "An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Customers Purchase Intentions," J. of Retailing, Vol.70, No.2, pp.63-179, 1994.
U. R. Orth and M. T. Green, "Consumer Loyalty to Family versus Non-Family Business; The Roles of Store Image, Trust and Satisfaction," J. of Retailing and Consumer Services, Vol.16, pp.248-259, 2009.
J. Aaker, "The Malleable Self: The Role of Self-Expression in Persuasion," J. of Marketing Research, Vol.36, No.1, pp.45-57, 1999.
S. B. Sitkin and N. I. Roth, "Explaining the Limited Effectiveness of Legalistic Remedies for Trust/Distrust," Organization Science, Vol.4, No.3, pp.367-392, 1993.
S. Kaul, "Impact of Initial-Trust-Image on Shopper Trust and Patronage Intentions," International Journal of Retail &Distribution Management, Vol.38, No.4, pp.275-296, 2009.
E. W. Anderson and B. Weitz, Determinants of Continuity in Conventional Imdustrial Channel Dyads," Marketing Science, Vol.8, No.4, pp.310-323, 1989.
J. Bloemer and K. de Ruyter, "On the Relationship between Store Image, Store Satisfaction and Store Loyalty," European J. of Marketing, Vol.32, No.4, pp.499-513, 1998.
L. L. Berry, "The Components of Department Store Image: A Theoretical and Empirical Analysis," J. of Retailing, Vol.45, pp.3-20, 1969.
P. Katerattanakul and K. Siau, "Creating A Virtual Store Image," Communication of the ACM, Vol.46, No.12, pp.226-232, 2003.
K. S. Coulter and R. A. Coulter, "Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship," J.of Services Marketing, Vol.16, No.1, pp.35-50, 2002.
한상설, 최철재, "백화점 의류판매원의 서비스특성과 관계형성 과정에서 감정적 만족의 인과적 역할", 유통경영학회지, 제16권, 제3호, pp.89-103, 2013.
A. Sharman and T. F. Stafford, "The Effects of Retail Atmospherics on Customers' Perception of Salespeople and Customer Persuasion: An Empirical Investigation," J. of Business Research, Vol.49, pp.183-191, 2000.
최철재, "소매점 내 서비스환경과 점포충성도 간의 구조적 관계: 대형할인점과 기업형수퍼마켓의 비교", 유통경영학회지, 제15권, 제4호, pp.117- 128, 2012.
N. Sirohi, E. W. McLaughlin, and D. R. Wittink, "A Model of Consumet Perceptions and Store Loyalty Intentions for a Supermarket Retailer," J. of Retailing, Vol.74, No.2, pp.223-245, 1998.
P. Hunnleeston, J. Whipple, and A. Vanauken, "Food Store Loyalty: Application of a Consumer Loyalty Framework," J. of Targeting, Measurement and Analysis for Marketing, Vol.12, No.3, pp.213-230, 2004.
S. E. Myrden and E. K. Kelloway, "Service Guarantee: the Impact of Playing" Hard to get" ON Perceptions of Firm Credibility and Repurchase Intention," American Marketing Association, Summer, pp.452-453, 2011.
E. Dichter, "What's in an Image," The J. of Consumer Marketing, Vol.3, pp.75-81, 1985.
W. R. Darden and B. I. Barbin, "Exploring the Concept of Affective Quality: Expanding the Concept of Retail Personality," J. of Business Research, Vol.29, pp.101-109, 1994.
R. Martenson, "Corporate Brand Image, Satisfaction and Store Loyalty," International J. of Retail & Distribution Management, Vol.35, No.7, pp.544-555, 2007.
D. C. L. Thang and B. I. B. Tan, "Liking Consumer Perception to Preference to Preference of Retail Stores: An Empirical Assessment of the Multi-Attributes of Store Image," J. of Retailing & Consumer Services, Vol.10, No.7, pp.193-201, 2003.
G. Armstrong and P. Kotler, Principles of Marketing, 7th eds., Prentice-Halls, 1996.
R. Oliver, Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, 1997.
M. J. Bitner and V. A. Zeithaml, Service Marketing 3rd eds., McGraw-Hill, 2003.
C. Lovelock and J. Wirtz, Services Marketing: People, Technology, Strategy, 6ed., Prentice Hall, 2007.
T. W. Andresson, "Antecedents to Satisfaction with Service Recovery," European J. of Marketing, Vol.34, No.1/2, pp.156-175, 2000.
Y. Wang, H. P. Lo, and Y. H. Yang, "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Vol.6, No.4, pp.325-340, 2004.
A. L. Baldinger and J. Rubinson, "Brand Loyalty: The Link Between Attitude and Behavior," J. of Advertising Research, Vol.36, No.6, pp.22-34, 1996.
M. M. Akbar, "Drivers of Retail Shoppers' Loyalty in Bangladesh," Interdisciplinary J. of Contemporary Research In Business, Vol.4, No.10, pp.645-662, 2013.
R. Morgan and S. Hunt, "The Commitment-Trust Theory of Relationship Marketing," J. of Marketing, Vol.58, No.3, pp..20-38, 1994.
D. T. Wilson, "An Integrated Model of Buyer-Seller Relationships," J. of the Academy of Marketing Science, Vol.21, No.1, pp.1-12, 1995.
C. Moorman, Z. Gerald, and D. Rohit, "Factors Affecting Trust in Marketing Relationships," J. of Marketing, Vol.57 No.1, pp.81-101, 1993.
S. E. Beatty, M. Mayer, J. E. Coleman, K. E. Reynolds, and J. Lee, "Customer Sales Associate Retail Relationships," J. of Retailing, Vol.72, No.3, pp.223-247, 1996.
P. Doney and J. Cannon, "An Examination of the Nature of Trust in Buyer-Seller Relationships," J. of Marketing, Vol.61, pp.35-51, 1997.
D. Sirdeshmukh, J. Singh, and B. Sabol, "Consumer Trust, Value and Loyalty in Relational Exchanges," J. of Marketing, Vol.66, No.1, pp.15-37, 2002.
J. Singh and D. Sirdeshmukh, "Agency and Trust Mechanisms in Customer Satisfaction and Loyalty Judgments," J. of the Academy of Marketing Science, Vol.28, No.1, pp.150-167, 2000.
A. Lindgreen, "Trust as a Valuable Strategic Variable in the Food Industry: Different Types of Trust and their Implementation," British Food J., Vol.105, No.6, pp.310-327, 2003.
M. J. Sanchez-Franco and F. J. Rondan-Cataluna, "Connection between Customer Emotions and Relationship Quality in Online Music Services," Behavior and Information Technology, Vol.29, No.6, pp.633-651, 2009.
R. L. Oliver, "Whence Customer Loyalty?," J. of Marketing, Vol.63, pp.33-44, 1999.
T. Jones and S.F. Taylor, "The Nature and Dimensionality of Service Quality: How Many Dimensions?," J.of Services Marketing, Vol.27, No.1, pp.36-51, 2007.
A. Dick and K. Basu, "Customer Loyalty: toward An Integrated Conceptual Framework," J. of the Academy of Marketing Science, Vol.22, pp.99-113, 1994.
최철재, "서비스충성도 과정에서 이미지와 서비스제공자신뢰의 인과적 역할: 국내은행과 외국계 은행의 비교적 접근", 상품학연구, 제29권, 제1호, pp.127-138, 2011.
R. Oliver, Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, 1997.
T. Jones and S. F. Taylor, "Service Loyalty: Accounting for Social Capital," J. of Services Marketing, Vol.26, No.1, pp.60-74, 2012.
P. Martineau, "The personality of the Retail Store Image," Harvard Business Review, Vol.36, No.1/2, pp.47-55, 1958.
J. Bloemer and K. de Ruyter, "On the Relationship between Store Image, Store Satisfaction and Store Loyalty," European J. of Marketing, Vol.32, No.4, pp.499-513, 1998.
W. Jinfeng and T. Zhilong, "The Impact of Selected Store Image Dimensions on Retailor Equity: Evidence from 10 Chinese Hyperarkets," J. of Retailing and Consumer Services, Vol.16, pp.486-494, 2009.
J. Eskildsen, K. Kristensen, H. J. Juhl, and P. Ostergaard, "The Drivers of Customer Satisfaction and Loyalty," Total Quality Management & Business Excellence, Vol.15, No.5/6, pp.859-868, 2004.
K. Kim, E. Hong, and S. Rho, "The Study of Defined Buying Factors Affecting Trust Building and Service Performance in Financial Management Systems," Mathematical and Computer Modelling, Vol.58, pp.38-48, 2013.
J. Chowdhury, J. Reardon, and R. Srivastava, "Alternative Modes of Measuring Store Image: An Empirical Assessment of Structured versus Unstructured Measures," J. of Marketing Theory and Practice, Vol.6, No.2, pp.72-86, 1998.
I. H. Kunkel and L. L. Berry, "A Behavioral Conception of Retail Image," J. of Marketing, Vol.32, No.10, pp.21-27, 1969.
M. J. Bitner, "Evaluating Service Encounter-The Effects of Physical Surroundings and Employee Responses,", J. of Marketing, Vol.54, No.2, pp.69-82, 1990.
V. P. Lessig, "Consumer Store Images and Store Loyalties," J. of Marketing, Vol.38, No.10, pp.72-74, 1978.
E. W. Anderson and B. Weitz, "Determinants of Continuity in Conventional Industrial Channel Dyads," Marketing Science, Vol.8, No.4, pp.310-323, 1989.
J. J. Cronin and S. A. Taylor, "SERVPERF versus SERVQUAL: Reconciling Performance- Based and Perceptions-Minus- Expectations Measurement of Service Quality," J. of Marketing, Vol.59, No.1, pp.125-131, 1994.
D. Koo, "Inter-relationship among Store Images, Store Satisfaction and Store Loyalty among Korea Discount Retail Patrons," Asia Pacific J. of Marketing and Logistics, Vol.15, No.4, pp.42-71, 2003.
A. W. Allaway, D. Berkowitz, and G. Souza, "Spatial Diffusion of a New Loyalty Program through a Retail Market," J. of Retailing, Vol.79, No.3, pp.137-151, 2003.
R. Kumar and K. O. Nti, "Differential Learning and Interaction in Alliance Dynamics: A Process and Outcome Discrepancy Model," Organization Science, Vol.9, No.3, pp.356-367, 1998.
L. A. Williams and A. C. Burns, "Factors Affecting Children's Store Loyalty: An Empirical Examination of Two Store Types," The J. of Applied Business Research, Vol.17, pp.61-82, 2001.
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.