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¹ßÇàÇÐȸ : Çѱ¹»êÇбâ¼úÇÐȸ [The Korea Academia-industrial cooperation Society]
¹ßÇàÁ¤º¸ : Çѱ¹»êÇбâ¼úÇÐȸ³í¹®Áö Á¦ 11±Ç 12È£ pp.4787-4794(8 pages)
¹ßÇà³âµµ : 2010
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This study examined the effec
ts of perceived service quality of dispatch companies on satisfactionand performance of user companies. The empirical investigation was conducted in human service sector. Servicequality was classified into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Datawere collected from 80 employees of user companies. Results indicated that responsiveness and assurance werepositively related to satisfaction of user companies. Results also indicated that tangibles, reliability,responsiveness, and empathy were positively related to performance of user companies. This study haddifferential value that it applied the concept of SERVPERF into the labor market, and analyzed its effects oncustomers\' satisfaction and performance. The results also have consequences for managers responsible ofoutsourced workers. (ÀÌÇÏ »ý·«)
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