서비스품질모델 (Servqual, Hierarhcical, Nordic, Multilevel)

최초 등록일
2018.01.24
최종 저작일
2017.06
15페이지/워드파일 MS 워드
가격 8,000원 할인쿠폰받기
판매자adg**
다운로드
장바구니

소개글

서비스품질모델인 Servqual, Hierarchical, Nordic, Multilevel 등과 관련된
품질모델에 대한 영어 리포트입니다.

하버드 APA6 레퍼런스 되어있습니다.

목차

1. Introduction
2. Service Quality Models
3. Loyalty and Relationship Marketing Models
4. How quality service and loyalty-building strategies build a strong customer base.
5. Conclusion

본문내용

Abstract
We are living in the world where customers are empowered. In the past, a transaction finished when a deal had been made. Nowadays, companies make a relationship that last longer than before. To extend a relationship with customers, there are some prerequisites that corporates should have in mind. In this report, I will discuss about some methods to evaluate and foresee its business and consumer behavior.

Introduction
In any business, customers are being served like they actually own a company. Customers determine the direction the business will take whether the company stands or sinks. This makes customer satisfaction an ultimate goal and objective of any business entity. Quality of services delivered to clients directly impact on overheads, profits, customer contentment and retention, and the overall marketing of company's products and services (Sachdev and Verma, 2004). It is generally speaking the one that mainly influences the purchase decision factor that drives the customer’s buying decision.

참고 자료

Anderson, J. C., & Narus, J. A. (1990). A Model of Distributor Firm and Manufacturer Firm Working Partnerships. Journal Of Marketing, 54(1), 42-58.
Baharun, R. (2012). A Review of Service Quality Models. Retrieved from http://www.academia.edu/.
Brady, M. K, & Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34-49.
Bhupendra, S. (2016, 11 October). Who is more important for a business: Frequent customers or loyal customers? Yourstory.in. Retrieved from www.nexis.com.
Calonius, H. (1988). Proceedings of the XVII Annual Conference of the. A Buying Process Model, 86-103.
Craig, C., & Sahra, H. (2001). Building Customer Loyalty. USAID. Retrieved from https://responsiblefinanceforum.org/
Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of The Academy Of Marketing Science, 24(1), 3.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing Buyer-Seller Relationships. Journal Of Marketing, 51(2), 11-27.
Emel, Y. (2014). A Review on Dimensions of Service Quality Models. Journal of Marketing Management, 2(2), 80-84. Retrieved from http://jmm-net.com/.
Grönroos, C. (1982). Strategic management and marketing in the service sector. Helsingfors: Swedish School of Economics and Business Administration.
Gummesson, E. (2002). Re-thinking Marketing Management. In Total Relationship Marketing (2nd Ed). Retrieved from www.dawsonera.com.
Prachi, J., & Vijita, A. (2015). Service Quality Models: A Review. BVIMSR's Journal of Management Research, 7(2). Retrieved from http://www.bvimsr.com/.
Markus, W. (2009). Analytical CRM: Developing and Maintaining Profitable Customer Relationships in Non-Contractual Settings. retrieved from www.link-springer-com
Moorman, C., Zaltman, G., & DESHPANDE, R. (1992). Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations. Journal Of Marketing Research (JMR), 29(3), 314-328.
Parasuraman, A., Zeithaml, V. A, and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). Communication and Control Processes in the Delivery of Service Quality. Journal Of Marketing, 52(2), 35-48.
Pham, L. (2017). Training Service Quality and its Effects on Student Satisfaction: Case of a Vietnam University. International Journal of Academic Research in Business and Social Sciences, 7(4). Retrieved from www.nexis.com.
Peltola, Anna-Kaisa. (2014). Maintaining Customer Loyalty: Developing Services at Health Club Hukka. Oulu University of Applied Sciences. Retrieved from http://theseus56-kk.lib.helsinki.fi/.
Radosavljevic, G., & Borisavljevic, K. (2014). APPLYING RELATIONSHIP MARKETING MODELS IN TOURISM. Faculty of Economics, University of Kragujevac, Serbia. Retrieved from www.irbis-nbuv.gov.ua.
Romanian Economic and Business Review. (2015). Assessment of the service quality in the preparatory school of economics through Servperf model. Romanian Economic and Business Review, 10(4). Retrieved from www.nexis.com.
Sachdev, S.B., & Verma, H.V. (2004). Relative Importance of Service Quality Dimensions: a Multisectoral Study. Retrieved from https://www.semanticscholar.org.
Schurr, P. H., & Ozanne, J. L. (1985). Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness. Journal Of Consumer Research, 11(4), 939-953.
Stone, B., & Ron, J. (2015). Building Customer Relationships. In Successful Direct Marketing Methods (8th Ed). Retrieved from www.emeraldinsight.com.
Tatang, S., Azhar, A., and Iwan, S. (2016). Service Quality on Customer Value; Perspective from Rural Banking Sectors in Bandung, Indonesia. International Journal of Academic Research in Business and Social Sciences, 6(12). Retrieved from www.nexis.com.
The New Zealand Herald. (2015, 16 June). How to create lifetime loyal customers. The New Zealand Herald. Retrieved from www.nexis.com.

자료문의

ㆍ이 자료에 대해 궁금한 점을 판매자에게 직접 문의 하실 수 있습니다.
ㆍ상업성 광고글, 욕설, 비방글, 내용 없는 글 등은 운영 방침에 따라 예고 없이 삭제될 수 있습니다.
ㆍ다운로드가 되지 않는 등 서비스 불편사항은 고객센터 1:1 문의하기를 이용해주세요.

판매자 정보

adg**
회원 소개글이 없습니다.
판매지수
ㆍ판매 자료수
44
ㆍ전체 판매량
271
ㆍ최근 3개월 판매량
0
ㆍ자료후기 점수
평균 A
ㆍ자료문의 응답률
받은문의없음
판매자 정보
ㆍ학교정보
  • 비공개
ㆍ직장정보
  • 비공개
ㆍ자격증
  • 비공개
  • 위 정보 및 게시물 내용의 진실성에 대하여 해피캠퍼스는 보증하지 아니하며, 해당 정보 및 게시물 저작권과 기타 법적 책임은 자료 등록자에게 있습니다.
    위 정보 및 게시물 내용의 불법적 이용, 무단 전재·배포는 금지되어 있습니다.
    저작권침해, 명예훼손 등 분쟁요소 발견시 고객센터의 저작권침해 신고센터를 이용해 주시기 바랍니다.

    상세하단 배너
    우수 콘텐츠 서비스 품질인증 획득
    최근 본 자료더보기
    서비스품질모델 (Servqual, Hierarhcical, Nordic, Multilevel) 무료자료보기