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NTIS 바로가기International journal of industrial distribution & business = 산경연구논집, v.9 no.12, 2018년, pp.31 - 43
양승권 (Dept. of Tax & Accounting, Seoil University) , 심재현 (Dept. of Economics, Kyonggi University)
Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the...
핵심어 | 질문 | 논문에서 추출한 답변 |
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고객만족이란 무엇인가? | 고객만족은 상품이나 서비스의 품질에 대한 기대가 충족되어 나타나는 감정상태로 재구입의 가능성을 높여 상품에 대한 충성도까지 이르게 되는 상태를 말한다. 특히 서비스산업을 대상으로 하는 국내외의 고객만족에 대한 기존연구는 고객만족이 Parasuraman et al. | |
온라인 거래와 오프라인 거래의 차이점은 무엇인가? | 온라인 거래는 오프라인 거래와 달리 공급자에 의해 제공된 정보와 사이트에 진열된 상품을 보고 구매의사결정을 하는 교환이기 때문에 소비자는 공급자에 대한 호의적인 기대에 근거한 믿음인 신뢰(trust)를 통해 보다 긍정적인 구매 결정을 하게 성립된다. | |
구매 후 평가로 긍정 행동이 보일때 나타나는 현상은 무엇인가? | 상품의 다양한 품질을 경험한 소비자는 자신의 기대와 일치할 때 고객만족을 하면 구매 후 평가로 긍정 행동을 보이게 된다. 이러한 긍정적 행동은 구매 상품에 대해 재구입할 수 있는 의도를 가질 수 있게 하고 반복된 재구입 행동은 구입한 상품에 대한 충성도로 나타나 타인에게 추천하는 구전의도로 나타나게 된다. |
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