- Volume 12 Issue 1
DOI QR Code
Effect of Service Quality on Corporate Performance, Customer Satisfaction and Intention : Focus on Outsourcing of Exhibition/Convention Industry
서비스품질이 기업성과, 고객만족 및 의도에 미치는 영향 : 전시컨벤션 산업의 아웃소싱을 중심으로
- Received : 2011.12.09
- Accepted : 2011.01.06
- Published : 2012.01.28
Holding conventions and exhibitions are deemed as a highly valued-added services. The conventions and exhibitions industry (CEI) contributes to the development of the region in which the venues are located by creating jobs, boosting the local economics, attracting dollars and increasing tax incomes. At the same time, the international awareness of the region rises after holding an international exhibition or convention. This study investigated the effects of outsourcing services quality that employed by corporations organizing conventions and exhibitions on business performance and customer satisfaction of organizing corporations. It was found that many convention organizing corporations relied on outsourcing services for the most of the process. Given that the staff members of outsourcing companies serve as the major source of services for events, the quality of their services has much effects on the business results of hiring corporations. In this study, major factors influencing the service quality and the importance of the service quality were addressed. And the ideas for effective method for controlling the outsourcing sources were also suggested for hiring corporations and outsourcing companies.
Exhibition and Convention;Service Quality;Corporate Performance;Customer Satisfaction
- 강기두, "내부서비스품질 측정도구의 신뢰성 및 타당성 분석", 품질경영학회지, Vol.34, No.2, pp.77-136, 2006.
- 김성혁, 최승만, 권상미. "호텔레스토랑의 물리적 환경지각이 감정반응, 고객만족, 재구매의도 및 추천의도에 미치는 영향", 관광연구, Vol.24, No.4, pp.81-99, 2009.
- 김연선, "호텔의 고성과 작업조직과 경영성과의 관계에 관한연구", 경기대 대학원 박사학위논문, 2005.
- 김연성, 박상찬, 박영택, 서영호, 유한주, 이동규, 품질경영론, 박영사, p.47, 2004.
- 김재원, "항공사조직의 서비스지향성이 기업성과에 미치는 영향", 관광․레저연구, Vol.18, No.4, pp.95-97, 2006.
- 김재원, "여행업종사자의 서비스몰입과 고객지향성이 경영성과에 미치는 영향", 한국관광․레져학회, p.256, 2010.
- 도시경영연구원, "DMC내 전시장 시설 건립 방안 연구", p.6, p.108, 2010.
- 서승진, 윤은주, 컨벤션 산업론, 영진출판사, p.39, 2002.
- 문재하, "통신서비스시장에서 고객만족경영 추진 전략에 관한 연구", 성균관대학교 박사학위논문, 1999.
- 박명호, 조형지, "고객만족 개념의 재정립", 한국마케팅저널, 제1권, 제4호, 1999.
- 박제온, "국외여행인솔자의 관리제도가 기업성과에 미치는 영향", 원광대 박사학위논문, pp.1-3, 2007.
- 박숙진, "한국 컨벤션산업의 활성화 방안에 관한 연구-일본 컨벤션전략의 시사점을 중심으로", 한국전문경영인학회, Vol.8, No.1, 2005.
- 서경원, "의료기관의 서비스지향성이 경영성과에 미치는 영향에 관한 실증적 연구", 청주대학교, 대학원 박사학위논문, 2007.
- 이광현, 아웃소싱, 한국능률협회, 1998.
- 최주호, "전시컨벤션센터의 물리적 환경 요인이 만족과 재이용 의도에 미치는 영향", 컨벤션연구, Vol.8, pp.97-111, 2004.
- 천면중, "정보시스템 아웃소싱의 서비스 품질과 효과에 관한 탐구적 연구", 울산대학교 경영학연구논문집, 제6권, 제1호, pp.115-137, 1999.
- 황의록, 김창호, "구전커뮤니케이션에 관한 문헌연구", 광고연구, 제26호, pp.55-84, 1995.
- A. Ghobadian, S. Speller, and M. Jones, "Service Quality: concepts and models," International Journal of Quality & Reliability Management, Vol.11, No.9, pp.43-66, 1994. https://doi.org/10.1108/02656719410074297
- Albrecht. Karl and Z. Ron, "Service America in the New Economy," 정정빈 역, "서비스아메리 카: 고객주도의 시장에 대한 대응 전략", 도서출판 물푸레, 2003.
- A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "A Conceptual Model of Service Quality & Its Implications for Future Research," USA: Journal of Marketing, Vol.49(Fall), 1985.
- A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "Quality Counts in Service, Too," USA.: Business Horizons, Vol.28, 1985.
- A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", USA: Journal of Retailing, Vol.64(Spring), 1988.
- A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "Delivering quality service : Balancing customer perception and expectations," NY : Free Press, 1990.
- B. E. Hayer, "Measuring customer satisfaction : Development and use of questionnaires," Milwaukee : ASQC Quality, 1992.
- B. J. Jaworski and A. K. Kohli, "Market Orientation: Antecedents and Consequences," Journal of Marketing, Vol.57, No.3, pp.53-70, 1993. https://doi.org/10.2307/1251854
- B. R. Lewis, "Quality in the Service Sector - A Review," International Journal of Bank Marketing, Vol.7, No.5, 1989.
- B. Pfau, D. Detzel, and A. Geller, "Satisfy your internal customer," Journal of Business Strategy, Vol.12, No.6, pp.9-13, 1991. https://doi.org/10.1108/eb039449
- C. Homburg and C. Pflesser, "A multiple-Layer Model of Market-Oriented Organizational Culture Measurement Issues and Performance Outcomes," Journal of Marketing Research, pp.51-53, 2000.
- Christan. Grőnroos, "A service Quality Model and Its Marketing Implication," European Journal of Marketing, Vol.18, No.4. pp.36-44, 1984. https://doi.org/10.1108/EUM0000000004784
- I. N. Lings and R. F. Brooks, "Implementing and measuring the effectiveness of internal marketing," Journal of Marketing Management, Vol.14(4&5), pp.325-351, 1998. https://doi.org/10.1362/026725798784959426
- J. C. Narver and S. F. Slater, "The effect of a market orientation on business profitability," Journal of Marketing, Vol.54, pp.20-25, 1990(10). https://doi.org/10.2307/1251757
- J. Johnson, "Linking employee perceptions of service climate to customer satisfaction," Personnel Psychology, Vol.49, No.4, pp.831-851, 1999. https://doi.org/10.1111/j.1744-6570.1996.tb02451.x
- J. L. Heskett, O. J. Thomas, W. L. Gary, W. E. Sasser, and L. A. Schlesinger, "Putting the service-profit chain to work", Harvard Business Review, Vol.72, No.2, pp.164-174, 1994.
- J. Singh and R. E. Wilkes, "When Consumers Complain : A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimate," Journal of Academy Marketing Science, Vol.24, No.4, pp.350-365, 1990.
- K. Ketler and J. Walstrom, "The Outsourcing Decision," International Journal of Information management, Vol.13, No.6, pp.449-459, 1993. https://doi.org/10.1016/0268-4012(93)90061-8
- M. Bruhn, "Internal service barometers : Conceptualization and empirical results of a pilot study in Switzerland," European Journal of Marketing, Vol.37, No.9, pp.1187-1204, 2003. https://doi.org/10.1108/03090560310486942
- M. Cheon, "Outsourcing of Information Systems Functions : A contingency Model," Ph. D. Dissertation, University of South Carolina, 1992.
- M. J. Bitner, "Evaluating Service Encounters : The Effects and Physical Surroundings and Employee Responses," Journal of Marketing, Vol.52, pp.57-71, 1990(4).
- R. C. Lewis and B. H. Booms, "The Marketing Aspects of Service Quality," In L. Berry, G. Shostack, and G. Upah(Eds.), "Emerging Perspectives on Services Marketing," Chicago, IL: American Marketing, pp.99-107, 1983.
- R. D. Buzzel and B. T. Gale, "The PIMS Principles-Linking Strategy to Performance," New York: Free Press, 1987.
- R. L. Oliver and E. J. Swan, "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions : A Field Survey Approach," Journal of Marketing, Vol.53, pp.21-35, 1989(4).
- R. S. Kaplan and D. P. Norton, "The balanced scorecard measures that drive performance," Harvard Business Review, Vol.70, No.1, pp71-79, 1992.
- R. S. Lytle, P. W. Hom, and M. P. Mokwa, "SERV*OR: A managerial measure of organizational service-orientation," Journal of Retailing, Vol.74, No.4, pp.457-459, 1999.
- P. K. Ahmed, M. Rafig, and N. M. Saad, "Internal marketing and mediating role of organizational competencies," European Journal of Marketing, Vol.37, No.9, pp.1221-1241, 2003. https://doi.org/10.1108/03090560310486960
- V. Grover, M. J. Cheon, and J. T. C. Teng, "A descriptive study on the outsourcing of information systems functions," Information Management, Vol.27, pp.33-44, 1994. https://doi.org/10.1016/0378-7206(94)90100-7
- Perception Gap Analysis on Service Quality Factors of Academic Libraries vol.13, pp.8, 2013, https://doi.org/10.5392/JKCA.2013.13.08.371
- The Importance-Performance Analysis on the Service Quality of Local Cultural Festivals(Based on Pyeongchang Hyoseok Culture Festival in 2013) vol.14, pp.5, 2014, https://doi.org/10.5392/JKCA.2014.14.05.411
- Effects of Service Quality of Culture and Tourism Festivals in Relation to Satisfaction and Re-visit of Visitors(Focusing on Cheonan World Dance Festival) vol.15, pp.1, 2015, https://doi.org/10.5392/JKCA.2015.15.01.482