경영학 서비스 품질이 소비자의 구매 행동에 미치는 영향(영문)

경영학 서비스 품질이 소비자의 구매 행동에 미치는 영향(영문) [경영학] 서비스 품질이 소비자의 구매 행동에 미치는 영향(영문).pptx 목차 1. Member intro 2. Purpose 3. Concept 4. Hypothesis 5. Methodology 6. Results and Discussion 7. Conclusion 본문 Hypothesis H1 – A significant correlation exists between the difference in service quality and post-purchase behavior intention H1a – Consumers show positive post-purchase behavior intention when the difference between the expected and actually perceived quality level is small H1b – Consumers make complaints or switch to other brands when difference between expected and actually perceived quality level is great H2 When a great difference between the expected and actually perceived quality level exists, external-control character will reflect in the negative post-purchase behavior intention more significantly than internal-control character. H3 When a small difference between the expected and actually perceived quality level exists, external-control character will reflect in the positive post-purchase behavior intension more significantly than internal-control character. 본문내용 ality traits, and service recovery strategy as intervening variables 1. Member intro 2. Purpose 3. Concept 4. Hypothesis 5. Methodology 6. Results and Discussion 7. Conclusion Contents Purpose Threat of service industry Purpose Low entrance threshold Easy imitation Rear-end profitability consumer’s expectation perception of service quality post-purchase behavior intentions Consumer’s personal