Proceedings of the Korean Operations and Management Science Society Conference (한국경영과학회:학술대회논문집)
- 2004.05a
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- Pages.331-334
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- 2004
Modeling a causal relationship among service quality factors with a time-lag consideration: A case in the high-speed internet service
시간지연을 고려한 서비스품질 요인 간의 인과관계 분석에 관한 연구: 초고속인터넷서비스 사례를 중심으로
- Park, Jeong-Cheol (Department of Industrial Engineering, Pohang University of Science and Technology) ;
- Jeong, In-Jun (Department of Industrial Engineering, Pohang University of Science and Technology) ;
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Kim, Kwang-Jae
(Department of Industrial Engineering, Pohang University of Science and Technology) ;
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Park, Young-Jun
(Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
- Kim, Chan-Gyu (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
- Kim, Min-Jeong (Business Strategy Research Department, Electronics and Telecommunications Research Institute) ;
- Jung, Ji-Young (Business Strategy Research Department, Electronics and Telecommunications Research Institute)
- 박정철 (포항공과대학교 기계산업공학부) ;
- 정인준 (포항공과대학교 기계산업공학부) ;
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김광재
(포항공과대학교 기계산업공학부) ;
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박영준
(한국전자통신연구원 통신서비스전략연구그룹) ;
- 김찬규 (한국전자통신연구원 통신서비스전략연구그룹) ;
- 김민정 (한국전자통신연구원 통신서비스전략연구그룹) ;
- 정지영 (한국전자통신연구원 통신서비스전략연구그룹)
- Published : 2004.05.21
Abstract
There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.
Keywords