Browse > Article
http://dx.doi.org/10.12812/ksms.2014.16.3.411

A study of relationships among the perception of service quality from a liquor wholesale company, deal satisfaction, and maintaining business  

Choi, Hyung Jin (Dept. of, Kunkook University)
Chung, Hyun Seung (Dept. of Business, Yonsei University)
Publication Information
Journal of the Korea Safety Management & Science / v.16, no.3, 2014 , pp. 411-420 More about this Journal
Abstract
The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.
Keywords
Liquor Wholesale Company; Service Physical evidence Quality Recognition; Service Process Quality Recognition; Deal Satisfaction; Maintaining Business;
Citations & Related Records
연도 인용수 순위
  • Reference
1 배병렬 (2005). LISREL 구조방정식 모델: 이해와 활용, 도서출판 청람
2 Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, Consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124, 229-246.
3 Anderson, Eugene W., Claes Fornell and Donald R. Lehmann (1994). Customer Satisfaction, Market Share, and Profitability: Findings From Sweden, Journal of Marketing, 58(July), 53-66.
4 Bitner, M. J. (1990), Evaluating service encounter: The effects of physical surroundings and employee responses, Journal of Marketing, 54(2), 69-82   DOI   ScienceOn
5 Bowen, D., Siehl. C. and Schneider, B. (1989). A Framework for analyzing customer service orientation in manufacturing. Academy of Management Review, 14(1): 75-95.
6 Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, Consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124, 229-246.
7 Anderson, Eugene W., Claes Fornell and Donald R. Lehmann (1994). Customer Satisfaction, Market Share, and Profitability: Findings From Sweden, Journal of Marketing, 58(July), 53-66.
8 Bitner, M. J. (1990), Evaluating service encounter: The effects of physical surroundings and employee responses, Journal of Marketing, 54(2), 69-82   DOI   ScienceOn
9 Bowen, D. E., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 10, pp. 43-80). Greenwich, CT: JAI Press.
10 Bowen, D., Siehl. C. and Schneider, B. (1989). A Framework for analyzing customer service orientation in manufacturing. Academy of Management Review, 14(1): 75-95.
11 Buttle, F. (1996). SERVQUAL: Review, critique, research agenda, European Journal of Marketing, 30(1), 8-32
12 Caruana, A. (2002). Service Loyalty, European Journal of Marketing, 36(7/8), 811-828   DOI   ScienceOn
13 Cronin, J. J. and S. A. Taylor (1992). "Measuring service quality: a reexamination and extension." Journal of Marketing 56(3) 55-68.
14 Cronin, J. J. and S. A. Taylor (1994). SERVPE RF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1) 125-131.
15 Crosby, L. A. and N. Stephens (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24(4) 404-411.   DOI   ScienceOn
16 Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2) 1-19.
17 Hunt, H. K. (1977). CS/D-Overview and future research direction. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith, Hunt, ed., Cambridge, MA: Marketing Science Institute, 495.
18 Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development, Journal of Vocational Behavior, 64, 1-23   DOI   ScienceOn
19 Gronroos, C. (1984). A service quality model and its market implications. European Journal of Marketing, 18(4) 36-44.   DOI
20 Heskett, J. L., Thomas O. Jones, Gary W. Loveman, Earl Sasser, Jr., and Leonard A. Schlesinger (1994), Putting the Service-Profit Chain to Work, Harvard Business Review, 72, 164-174.
21 Lambert, L. S., Edwards, J. R. & Cable, D. M. (2003). Breach and fulfillment of the psychological contract: A comparison of traditional and expanded views. Personnel Psychology, 56. 895-934.   DOI   ScienceOn
22 Leong, C. S., Furnham, A., & Cooper, C. L. (1996). The moderating effect of organizational commitment on the occupational stress outcome relationship. Human Relations, 49, 1345-1363.   DOI
23 Llosa, S., J. L. Chandon, et al. (1998). An Empirical Study of Servqual's Dimensionality. The Service Industries Journal, 18(2) 16-44.   DOI   ScienceOn
24 McDougall, G. H. G. and T. Levesque (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5) 392-410.   DOI   ScienceOn
25 Moorman. C., G. Zaltman and R. Deshpande (1992). Relationships Between Providers and Users of Market Research : The Dynamics of Trust within and Between Organization. Journal of Marketing Research, 29(3). 314-328.   DOI   ScienceOn
26 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420-450.
27 Nunnally, J. C. (1978). Psychometric theory (2nd Ed.). New York: McGraw-Hill.
28 Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, Irwin- McGraw-Hill, Boston, MA.
29 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication for future research. Journal of Marketing, 42(Fall)
30 Rousseau, D. M., S. B. Sitkin, R. S. Burtand C. Camerer(1998). Not So Different After All: A Cross-Discipline View of Trust. Academy of Management Review, 23(3). 393-404.   DOI   ScienceOn
31 Spreng, R. A. and R. D. Mackoy (1996). "An empirical examination of a model of perceived service quality and satisfaction." Journal of Retailing, 72(2) 201-214.   DOI   ScienceOn
32 Stephen L. Vargo & Robert F. Lusch (2004), Evolving to a New Dominant Logic for Marketing, Journal of Marketing, Vol. 68, 1-17
33 Tam, J. L. M. and Y. H. Wong (2001). Interactive selling: a dynamic framework for services. Journal of Services Marketing, 15(5) 379-96.   DOI
34 Zeithaml, V. A., & Bitner, M. J. (1996). Services marketing, New York: McGraw Hill
35 Bowen, D. E., & Schneider, B. (1988). Services marketing and management: Implications for organizational behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 10, pp. 43-80). Greenwich, CT: JAI Press.