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Kor J Aesthet Cosmetol > Volume 9(2); 2011 > Article
미용서비스 이용자의 대기특성이 고객만족과 재방문의도에 미치는 영향
김미정
The Effect of Perceived Waiting- Time's Characteristics on Customer Satisfaction and Revisit Intention of Beauty Service User
Mi-Jung Kim
ABSTRACT
There have been many studies regarding the waiting time as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service. This study focuses on the investigation what influenced waiting time on customer satisfaction and revisit intention in service of beauty industry. In this situation, recently, it has been suggested that the management of waiting time is one of the sustainable competitive advantages. Based on previous literatures, this thesis proposes the structure about Perceived Waiting Time(disconfirmation of wait time expectation, transaction importance, waiting cost, controllability, fairness and waiting environment), Customer Satisfaction and Revisit Intention. The survey data has obtained from beauty service user. The purpose of this thesis is to find the impact of transaction importance, waiting cost, waiting environment on customer satisfaction. And the impact of customer satisfaction on revisit intention. In addition, this thesis suggests waiting environment as prior factor to customer satisfaction.
Key words: perceived waiting time, customer satisfaction, revisit intention
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