메뉴 건너뛰기




Volumn 12, Issue 3, 2001, Pages 295-306

Linking service structural complexity to customer satisfaction: The moderating role of type of ownership

Author keywords

Customer satisfaction; Service delivery; Services

Indexed keywords


EID: 18044400672     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/EUM0000000005522     Document Type: Article
Times cited : (22)

References (36)
  • 1
    • 0000589044 scopus 로고
    • Production, information costs, and economic organization
    • Alchian, A.A. and Demsetz, H. (1972), "Production, information costs, and economic organization", American Economic Review, Vol. 62, pp. 777-99.
    • (1972) American Economic Review , vol.62 , pp. 777-799
    • Alchian, A.A.1    Demsetz, H.2
  • 2
    • 0141900606 scopus 로고
    • Moderator variables: A classification of conceptual, analytic, and psychometric issues
    • Arnold, H.J. (1982), "Moderator variables: a classification of conceptual, analytic, and psychometric issues", Organizational Behavior and Human Performance, Vol. 29, pp. 143-74.
    • (1982) Organizational Behavior and Human Performance , vol.29 , pp. 143-174
    • Arnold, H.J.1
  • 6
    • 84973839424 scopus 로고
    • Organizational obstacles: Links with financial performance, customer satisfaction, and job satisfaction in a service environment
    • Brown, K.A. and Mitchell, T.R. (1993), "Organizational obstacles: links with financial performance, customer satisfaction, and job satisfaction in a service environment", Human Relations, Vol. 46, pp. 725-57.
    • (1993) Human Relations , vol.46 , pp. 725-757
    • Brown, K.A.1    Mitchell, T.R.2
  • 9
    • 0000277455 scopus 로고
    • Organizational innovation: A meta-analysis of effects of determinants and moderators
    • Damanpour, F. (1991), "Organizational innovation: a meta-analysis of effects of determinants and moderators", Academy of Management Journal, Vol. 34, pp. 555-90.
    • (1991) Academy of Management Journal , vol.34 , pp. 555-590
    • Damanpour, F.1
  • 12
    • 0002469577 scopus 로고
    • A national customer satisfaction barometer: The Swedish experience
    • Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, pp. 6-21.
    • (1992) Journal of Marketing , vol.56 , pp. 6-21
    • Fornell, C.1
  • 13
    • 0001276941 scopus 로고
    • Defensive marketing strategy by customer complaint management: A theoretical analysis
    • Fornell, C. and Wernerfelt, B. (1987), "Defensive marketing strategy by customer complaint management: a theoretical analysis", Journal of Marketing Research, Vol. 24, pp. 337-46.
    • (1987) Journal of Marketing Research , vol.24 , pp. 337-346
    • Fornell, C.1    Wernerfelt, B.2
  • 14
    • 0019477208 scopus 로고
    • Management: Is it really generic?
    • Fottler, M.D. (1981), "Management: is it really generic?", Academy of Management Review, Vol. 6, pp. 1-12.
    • (1981) Academy of Management Review , vol.6 , pp. 1-12
    • Fottler, M.D.1
  • 15
    • 43949152538 scopus 로고
    • A mid-range theory of the interactive effects of international and product diversification on innovation and performance
    • Hitt, M.A., Hoskisson, R.E. and Ireland, R.D. (1994), "A mid-range theory of the interactive effects of international and product diversification on innovation and performance", Journal of Management, Vol. 20, pp. 297-326.
    • (1994) Journal of Management , vol.20 , pp. 297-326
    • Hitt, M.A.1    Hoskisson, R.E.2    Ireland, R.D.3
  • 17
    • 0000949746 scopus 로고
    • Aggregation bias in estimates perceptual agreement
    • James, L.R. (1982), "Aggregation bias in estimates perceptual agreement", Journal of Applied Psychology, Vol. 67, pp. 219-29.
    • (1982) Journal of Applied Psychology , vol.67 , pp. 219-229
    • James, L.R.1
  • 18
    • 58049220690 scopus 로고
    • Estimating within-group interrater reliability with and without response bias
    • James, L.R., Demaree, R.G. and Wolf, G. (1984), "Estimating within-group interrater reliability with and without response bias", Journal of Applied Psychology, Vol. 6, pp. 85-98.
    • (1984) Journal of Applied Psychology , vol.6 , pp. 85-98
    • James, L.R.1    Demaree, R.G.2    Wolf, G.3
  • 19
    • 0030300482 scopus 로고    scopus 로고
    • Linking employee perceptions of service climate to customer satisfaction
    • Johnson, J.W. (1996), "Linking employee perceptions of service climate to customer satisfaction", Personnel Psychology, Vol. 49, pp. 831-51.
    • (1996) Personnel Psychology , vol.49 , pp. 831-851
    • Johnson, J.W.1
  • 20
    • 0007784023 scopus 로고
    • Levels issues in theory development, data collection, and analysis
    • Klein, K.J., Dansereau, F. and Hall, R. (1994), "Levels issues in theory development, data collection, and analysis", Academy of Management Review, Vol. 19, pp. 195-229.
    • (1994) Academy of Management Review , vol.19 , pp. 195-229
    • Klein, K.J.1    Dansereau, F.2    Hall, R.3
  • 21
    • 0001228039 scopus 로고
    • Organization and customer: Managing design and coordination of services
    • Larsson, R. and Bowen, D. (1989), "Organization and customer: managing design and coordination of services", Academy of Management Review, Vol. 14, pp. 213-33.
    • (1989) Academy of Management Review , vol.14 , pp. 213-233
    • Larsson, R.1    Bowen, D.2
  • 22
    • 0001415152 scopus 로고
    • Organizational assimilation of innovations: A multilevel contextual analysis
    • Meyer, A.D. and Goes, J.B. (1988), "Organizational assimilation of innovations: a multilevel contextual analysis", Academy of Management Journal, Vol. 31, pp. 897-923.
    • (1988) Academy of Management Journal , vol.31 , pp. 897-923
    • Meyer, A.D.1    Goes, J.B.2
  • 23
    • 0002106437 scopus 로고
    • Cognitive, affective, and attribute bases of the satisfaction response
    • Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, Vol. 20, pp. 418-30.
    • (1993) Journal of Consumer Research , vol.20 , pp. 418-430
    • Oliver, R.L.1
  • 24
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
    • Parasuraman, A., Zeithaml, V.A. and Berry, L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research", Journal of Marketing, Vol. 58, pp. 111-24.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.3
  • 25
    • 0001057797 scopus 로고
    • The public-private distinction in organization theory: A critique and research strategy
    • Perry, J.L. and Rainey H.G. (1988), "The public-private distinction in organization theory: a critique and research strategy", Academy of Management Review, Vol. 13, pp. 182-201.
    • (1988) Academy of Management Review , vol.13 , pp. 182-201
    • Perry, J.L.1    Rainey, H.G.2
  • 26
    • 84929068839 scopus 로고
    • Consumer satisfaction with government services
    • Roth, V. and Bozinoff, L. (1989), "Consumer satisfaction with government services", The Service Industries Journal, Vol. 9, pp. 29-43.
    • (1989) The Service Industries Journal , vol.9 , pp. 29-43
    • Roth, V.1    Bozinoff, L.2
  • 27
    • 22044449859 scopus 로고    scopus 로고
    • Quality measurement in the public sector: Some perspectives from the service quality literature
    • Rowley, J. (1998), "Quality measurement in the public sector: some perspectives from the service quality literature", Total Quality Management, Vol. 9, pp. 321-33.
    • (1998) Total Quality Management , vol.9 , pp. 321-333
    • Rowley, J.1
  • 28
    • 85107982221 scopus 로고
    • Return on quality (ROQ): Making service quality financially accountable
    • Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), "Return on quality (ROQ): making service quality financially accountable", Journal of Marketing, Vol. 59, pp. 58-70.
    • (1995) Journal of Marketing , vol.59 , pp. 58-70
    • Rust, R.T.1    Zahorik, A.J.2    Keiningham, T.L.3
  • 29
    • 21844498106 scopus 로고
    • Employee attitudes and customer satisfaction: Making theoretical and empirical connections
    • Schmit, M.J. and Allscheid, S.P. (1995), "Employee attitudes and customer satisfaction: making theoretical and empirical connections", Personnel Psychology, Vol. 48, pp. 521-36.
    • (1995) Personnel Psychology , vol.48 , pp. 521-536
    • Schmit, M.J.1    Allscheid, S.P.2
  • 30
    • 0009127451 scopus 로고
    • Employee and customer perceptions of service in banks: Replication and extension
    • Schneider, B. and Bowen, D.E. (1985), "Employee and customer perceptions of service in banks: replication and extension", Journal of Applied Psychology, Vol. 70, pp. 423-33.
    • (1985) Journal of Applied Psychology , vol.70 , pp. 423-433
    • Schneider, B.1    Bowen, D.E.2
  • 31
    • 0032041689 scopus 로고    scopus 로고
    • Linking service climate and customer perceptions of service quality: Test of a causal model
    • Schneider, B., White, S.S. and Paul, M.C. (1998), "Linking service climate and customer perceptions of service quality: test of a causal model", Journal of Applied Psychology, Vol. 83, pp. 150-63.
    • (1998) Journal of Applied Psychology , vol.83 , pp. 150-163
    • Schneider, B.1    White, S.S.2    Paul, M.C.3
  • 32
    • 0003068216 scopus 로고
    • Service positioning through structural change
    • Shostack, G.L. (1987), "Service positioning through structural change", Journal of Marketing, Vol. 51, pp. 34-43.
    • (1987) Journal of Marketing , vol.51 , pp. 34-43
    • Shostack, G.L.1
  • 33
    • 0000620888 scopus 로고    scopus 로고
    • Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects
    • Taylor, S.A. (1997), "Assessing regression-based importance weights for quality perceptions and satisfaction judgements in the presence of higher order and/or interaction effects", Journal of Retailing, Vol. 73, pp. 135-59.
    • (1997) Journal of Retailing , vol.73 , pp. 135-159
    • Taylor, S.A.1
  • 34
    • 43949153571 scopus 로고
    • An assessment of the relationships between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor, S.A. and Baker, T.L. (1994), "An assessment of the relationships between service quality and customer satisfaction in the formation of consumers' purchase intentions", Journal of Retailing, Vol. 70, pp. 163-78.
    • (1994) Journal of Retailing , vol.70 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 36
    • 0642312804 scopus 로고    scopus 로고
    • Measuring service quality in the public sector: The potential for SERVQUAL
    • Wisniewski, M. and Donnelly, M. (1996), "Measuring service quality in the public sector: the potential for SERVQUAL", Total Quality Management, Vol. 7, pp. 357-65.
    • (1996) Total Quality Management , vol.7 , pp. 357-365
    • Wisniewski, M.1    Donnelly, M.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.