Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
권호 표지

Korean Customers' Perceptions of Service in U. S, Apparel Stores : Store Polices and Customer Expectations on Satisfaction and Retail Store Service

미국의류 점포내에서의 고객서비스에 대한 한국소비자들의 지각;판매규정과 고객기대에 따른 고객 만족도 및 의류점포 서비스 인식에 미치는 영향

  • ;
  • Nancy F. Stanforth (Oklahoma state University) ;
  • Sharon J. Lennon (The Ohio state University)
  • 이승희 (울산대학교 의류학과) ;
  • ;
  • Published : 1999.11.01
Download PDF
⟨ Previous Next ⟩

Abstract

본 연구의 목적은 미국 의류점포의 판매규정과 고객의 점포에 대한 기대가 판매원과 소매점에 대한 만족과 평가에 미치는 영향을 조사하는 것이다 미국에 거주하는 한국 소비자들을 대상으로 먼저 시각적으로 분위기가 다른 두 점포에 따른 고객의 서비스에 대한 기대를 측정하기 위해 슬라이드를 보여주고 의류업체의 판매규정에 따른 의류에 관련된 문제상황을 설명해주는 시나리오(판매원 노력에 의한 문제 해결 또는 소비자 노력에 의한 문제해결)를 읽게 한 후 설문지를 작성하게 하였다 그 결과 업체의 판매규정이 판매원의 서비스에 대한 만족도와 평가 의류점포서비스에 대한 만족도와 평가에 영향을 미치는 것으로 나타났다.

Keywords

References

  1. Social cognition:An intergrated introduction Augoustinos, M.;Walker, I.
  2. American Psychologist v.36 The psychological status of the script concept Abelson, R
  3. The Wall Street Journal Many consumers expect better service-And say they are willing to pay for it Bennett,A.
  4. Journal of Marketing v.54 Evaluating service encounters:The effects of physical surroundings and employee responses Bitner,M
  5. Journal of Marketing v.58 Critical service encounters:The employee's viewpoint Bitner, M;Booms,B;Mohr,L
  6. Jorunal of Marketing v.54 The service encounter:Diagnosing favorable and unfavorable incidents Bitner,M;Booms,B;Tetreault,M
  7. Journal of the Korean Society of Clothing and Textiles v.17 no.4 A study on the consumers'dissatisfaction for the clothing product Choi,H;Cha,O
  8. Journal of Applied Psychology v.70 Generalizing across stimuli as well as subjects: A neglected aspect of external validity Fontenelle,G.;Phillips,A;Lane,D
  9. Journal of Applied Psychology v.70 Customer expectations and perceptions of service quality in retail apparel specialty stores Gagliano,K;Hathcote,J
  10. Journal of Consumer Psychology v.4 no.1 Framing and the price elasticity of private and public goods Green,D.P;Blair,I.V
  11. Communication Monographs v.4 The influence of individualism-collectivism on perceptions of communication in ingroup and outgroup relationships Gudykunst,W;Yoon,Y;Nishida,T
  12. Canadian Manager/Manager Canadian Improving customer service Henderson,M
  13. Behavior Science Research v.18 National cultures revisited Hofstede,G
  14. Journal of Consumer Psychology v.2 no.3 Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters Iacobucci,D;Ostrom,A
  15. Advances in Services Marketing and Management:Research and Practice v.5 A camomical model of consumer evaluations and theoretical bases of expectations Iacobucci,D;Ostrom,A;Braing,B;Bezjian-Avery,A;T.A.Swartz(ed.);D.E.Bowen(ed.);S.W.Brown(ed.)
  16. Journal of Consumer Psychology v.4 no.3 Distinguishing service quality and customer satisfaction:The voice of the consumer Iacobucci,D;Ostrom,A;Grayson,K
  17. Industrial Marketing Management v.24 The reporting relationship of customer service Lancioni,D
  18. Home Economics Forum v.18 Customer service customer appearance and salesperson goals:Qualitative and quantitative analyses Lennon,S.J;Davis,L.D
  19. The Washing Post Retailers return to basics to win,keep customers Mayer,C;Morin,R
  20. Visual Communication v.7 Clothing store windows:Communication through style Means,B
  21. International Journal of Physical Distribution and Logistics Management v.20 no.6 Customer satisfaction:A comprehensive approach Nagel,L;Cilliers,W
  22. Memory and Cognition v.7 The soap-opera effect in story recall Owens,J.;Bower,G;Black,L
  23. Journal of Marketing v.49 A conceptual model of service quality and its implications for future Parasuraman,A;Zeithaml,V;Berry,L
  24. Long range planning v.26 Using service go gain a competitive edge-The prompt approach Quinn,M;Humble,J
  25. Logistics and Transportation Review v.28 A concept of customer service Schary,P
  26. Journal of Marketing v.51 Service positioning through structural change Shostack,G.L
  27. Journal of Marketing v.49 A role theory perspective on dyadic interactions: The service encounter Solomon,M;Surprenant,C;Czepiel;Gutman,E
  28. Paper presented at the International Textiles and Apparel Association meeting Customer expectations and fundamental attribution error:Satisfaction,patronage and retail store service Stanforth,N.F;Lennon,S.J
  29. Journal of Marketing v.51 no.2 Predictability and personalization in the service encounter Surprenant,C.F;Solomon,M.R
  30. Journal co Personality and Social Psychology v.54 Individualism and collectivism:Cross-cultural perspecitves on self-ingroup relationships Triandis,H.C;Bontempo,R;Villareal,M.J,;Asai,M;Lucca,N
  31. Journal of Retailing v.68 Measuring the prototypicality and meaning of retail environments Ward,J;Bitner,M;Barnes,J
  32. Personality and Social Psychology Bulletin v.6 The acquisition and use of social knowledge:Basic postulates and representative research Wyer,R