Browse > Article

Measuring Service Quality of Management Consulting  

Park, Byung-Ho (Power Strategy Institute)
Lee, Dong-Won (College of Business Administration, Inha University)
Kim, Youn-Sung (College of Business Administration, Inha University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.3, 2005 , pp. 47-58 More about this Journal
Abstract
In this age of highly competitive world of business, the demand of management consulting is increasing for companies seeking to achieve and maintain competitive advantages over their competitors. Along with its continuously growing market trend, therefore, the quality of management consulting needs to be measured in order to improve customer satisfaction. In this paper, we developed measurement items of the service quality in management consulting using the dimensions of the SERVQUAL model, analyzed the validity of the dimensions, and examined the differences among the effects of those dimensions on customer satisfaction and customer loyalty.
Keywords
Management Consulting; Service Quality; Customer Satisfaction; Customer Loyalty;
Citations & Related Records
연도 인용수 순위
  • Reference
1 김광훈, 황규승(2001), '경영컨설팅 서비스품질 구성요인에 관한 연구', 경영과학, 18권 1호
2 김연성, 박상찬, 박영택, 서영호, 유한주, 이동규(2005), '품질경영론' 3판, 박영사
3 Blois, K. J. (1974), 'The Marketing of Service: An Approach', European Journal of Marketing, Vol. 8, No. 2
4 Rathmell, J. M.(1976), 'What is Meant by Service?', Journal of Marketing, Vol. 40, No. 4
5 Parasuraman, A., Zaithaml, V. A., and Berry, L. L.(1988), 'SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality', Journal of Retailing, Vol. 64, No. 1
6 Parasuraman, A., Zaithaml, V. A., Berry, L. L.(1985), 'Quality Counts in Service, Too', Business Horizons, Vol. 28   DOI   ScienceOn
7 Blois, K. J. (1991), 'Moments of Truth : A Critical Appraisal', International Journal of Service Industry Management, Vol. 3, No.3, pp. 5-17
8 김연성, 박영택, 서영호, 유왕진, 유한주, 이동규(2002), 서비스경영, 법문사
9 Parasuraman, A., Zaithaml, V. A., Berry, L. L.(1985), 'A Conceptual Model of Service Quality and Its Implications for Future Reaserch', Journal of Marketing, Vol. 49, No. 3
10 윤성철, 서현석, 홍성완(2002), IT컨설팅서비스의 품질 및 사용자만족도측정에 관한 연구: 수정된 SERVQUAL 척도, Entrue Consulting Partners(www.lgcns.com)
11 Gronroos, Christian (1984), 'A Service Quality Model and Its Marketing Implication', European Journal of Marketing, Vol. 18, No. 4
12 이유재, 라선아(2003), '서비스 품질의 각 차원이 CS에 미치는 상대적 영향에 대한 연구: 기존고객과 잠재고객의 비교를 중심으로', 마케팅연구, 18권 4호
13 Lewis, R. C. and Booms, B. H.(1983), The Marketing Aspects of Service Quality, In L. Berry, G. Shostack.G. Upah(Eds.), Emerging Perspectives on Services Marketing, American Marketing, Chicago, IL
14 American Marketing Association(1960), Marketing Definitions, A Glossary of Marketing Terms, Committee on Definition of AMA