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NTIS 바로가기한국조리학회지 = The Korean journal of culinary research, v.21 no.4, 2015년, pp.155 - 174
안정석 (경희대학교 일반대학원 조리외식경영학과) , 이수범 (경희대학교 호스피탈리티 경영학부)
This study attempts to investigate effects of service conveniences on perceived value and customer voluntary behavioral intention in family restaurants. We categorized service conveniences in five dimensions (i.e, decision, access, transaction, benefit, and post-benefit). We considered perceived val...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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서비스편의성은 어떻게 분류할 수 있는가? | Berry et al(2002)은 서비스편의성에 대한 연구를 서비스 이용과정에 따라 의사결정편의성(de- cision convenience), 접근편의성(access conveni- ence), 편익편의성(benefit convenience), 거래편의성(transaction convenience), 사후편익 편의성(postbenefit convenience)으로 분류하여 연구된 바 있다. Berry et al(2002)는 5가지 요인에 영향을 주는 요인으로 서비스 특성, 기업제공 편의요인, 개별적인 소비자의 특성이 영향을 미친다는 개념적 모델을 제시하였다. | |
편의성이란? | 편의성에 대한 사전적 의미를 찾아보면 사용하거나 이용하는데 편의하고 용의한 것이라고 정의할 수 있으며, 마케팅 문헌에서는 제품의 특징이나 속성보다 고객이 제품을 구매할 때의 시간과 노력이라고 편의성의 개념을 정의하고 있다. 보통 편의성에 대한 연구는 서비스상품보다는 제품구매에서 주로 다루어지고 있다(Brown 1990). | |
사후편익편의성이 요구되는 경우는? | 다섯째, 사후편익편의성은 서비스를 받은 후 서비스제공자와 재접촉할 때 소비자가 지각하는 시간과 노력비용에 관한 것이다. 때때로 소비자들은 서비스접점에서 인식하지 못하거나, 해결하지 못한 서비스 실패로 서비스제공자와 재접촉이 요구된다. 사후편익편의성은 서비스 이용 후 예측하지 못했던 서비스 실패나 추가적인 서비스 제공이 필요한 경우, 서비스제공자와 재 접촉하는데 따른 시간과 노력의 최소화와 관련된 것이다(Yang HJ 2013). |
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