Browse > Article

A study on the effect Customer Satisfaction are caused by the performing place Service Quality  

Cho, In-Hee (Department of Management Engineering, NamSeoul University Industrial)
Jung, Kyung-Hee (Department of Industrial Engineering, KyungHee University)
Publication Information
Journal of the Korea Safety Management & Science / v.11, no.1, 2009 , pp. 155-164 More about this Journal
Abstract
Recently there has been many researches of performing arts, the concepts of performance products or mechanism have been gradually established. However, compared to the research of public performance itself, the research of its consumer still stays on the basic stage and it is difficult to apply to the business. Therefore the needs of the related research has continued being insisted among the staffs. This study raises points that the recent performance business still focuses on providers. Moreover it notices the urgent needs of the consumer orientation strategies and the changes of marketing in the performance business. Therefore it needs to understand the performance consumers and to research how they can be satisfied with the performance according to their types. This dissertation, thus, is to find out the evaluation method of theatre service qualities and the relations between the theatre service qualities by size and customer satisfactions to suit for the customer oriented marketing paradigm, and to present a suggestion that requires for establishment of service marketing strategies for theatre, the place for performing arts.
Keywords
performance business; theatre service qualities; customer satisfaction; service marketing;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 김주호(2002), 기획연재/21세기 기업 핵심 가치는 파워브랜드 구축이다-파워브랜드 지수 측정의 흐름과 방법, 광고계 동향 140호, 한국광고단체연합회, pp. 20-22
2 Youjae Yi (1990). A Critical Review of Consumer Satisfaction,' in Review of Marketing, Valarie A. Zeithaml ed., Chicago, IL.: American Marketing Association, p. 68
3 이윤조(2005), 공연장 서비스품질척도 개발에 대한 연구, 석사학위논문, 숙명여자대학교 정책대학원
4 Bolton, R. N., & J. H. Drew (1991), A Multistage Model of Customers' Assessments of Service Quality and Value, Journal of Consumer Research, 17, pp. 375-84   DOI   ScienceOn
5 Cronin, J. Joseph and Steven A. Tayler (1992), Measuring Service Quality : A Re-Examination and Extension,' Journal of Marketing, 56(July), 5-68   DOI   ScienceOn
6 Crosby, P. B (1979), Quality is Free, McGraw-Hill, New York
7 Garvin, D. A (1984), What does quality mean?. Solan Management Review. 26, pp. 25-28
8 Tse, D. K., & P. C. Wilton (1988), Models of Consumer Satisfaction Formation: An Extension, Journal of Marketing Research, 25, pp. 204-12   DOI   ScienceOn
9 오형민, 김철, 김상철(2003), 컨텐츠서비스품질과 고객만족 및 재구매의도간 관계, 제5권, 제2호, 고객만족경영연구
10 이인권(2004), 공연예술의 무대기획, 서울 : 어드북스
11 Westbrook, R. A., & M. D. Reilly (1983), Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction, Advances in Consumer Research, 10, pp. 256-61
12 정문경(2005), 고객관계관리를 통한 공연장경영에 관한 연구 - 예술의전당에 대한 사례연구를 중심으로-, 석사학위논문, 단국대학교 대중문화예술대학원
13 C. D. Throsby., & G. A. Withers (1979), The Economics of the Performing Arts, New York: St. Martin's
14 e나라지표(2008), 공연장/문예회관 등 문화시설 추이, 문화체육관광부
15 김계수(2007), 서비스 조직에서의 프로세스품질에 대한 이해와 6시그마 모형개발: 구조방정식 모형분석 이용, 품질경영학회지, Vol.35, No.2, pp. 84-99   PUBMED
16 이승엽(2001), 극장경영과 공연제작, 역사넷
17 Bitner, M. J (1990), Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54(2), pp. 69-82   DOI   ScienceOn
18 박경훈(2003), 외식업체 서비스 질이 고객만족 및 브랜드 인지도에 미치는 영향에 관한 연구, 석사학위 논문, 경희대학교 대학원
19 Fornell. C., & Bokstein. F. L (1982), Two Structural Equation:LISREL and PLS Applied to Consumer Exit-Voice Theory, Journal of Marketing Research, 19, pp. 440-452   DOI   ScienceOn
20 문화관광부(2002), 공연법령집
21 송정은(2006), 무용공연 관람용 시설환경이 고객만족도와 서비스품질에 미치는 영향, 박사학위 논문, 경기대학교 대학원
22 강기두, 이지희(2001), 문화예술 공연관람객의 라이프스타일에 관한 탐색적 연구 :뮤지컬공연관람객을 중심으로, 경영학연구 30(4), 1043-1167
23 Oliver, R. L.(1981), Measurement and Evaluation of Satisfaction Processes in Retail Settings, Journal of Retailing, 57(3), pp. 25-48
24 윤명숙(1994), 서비스 품질의 전략적 활용에 관한 실증적 연구, 박사학위논문, 숙명여자대학교 대학원
25 Parasururaman A, Zeithaml Valarie A., &Leonard Berry L (1988), SERVQUAL; AMultiple ItemScale for Measuring Customer Perception of Service Quality, Journal of Retailing, Vol64. Spring, pp. 12-40
26 Howard, John A., & Jagdish N. Sheth (1969), The Theory of Buyer Behavior. New York:John Wiely & Sons Inc
27 Teas, R. Kenneth (1993), Expectations Performance Evaluation, and Consumers' Perceptions of Quality, Journal of Marketing, October, pp.18-34
28 우창기(2007), 공연소비자의 만족도에 영향을 미치는 요인에 관한 연구, 석사학위논문, 홍익대학교 광고홍보대학원
29 Engel, J. F., & R. D. Blackwell (1995), Consumer Behavior, 8th ed., Forth Worth: The Dryden Press, pp. 406-7