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| 고객 충성도 척도× | SERVPERF 척도× | |
|---|---|---|
| 분야 | 마케팅 관리 | 마케팅 관리 |
| 계열 | Process / pipeline | Process / pipeline |
| 기원 연도≠ | 1994 | 1992 |
| 창시자≠ | Alan S. Dick, Kunal Basu | Joseph J. Cronin Jr., Steven A. Taylor |
| 유형≠ | Multi-dimensional behavioral and attitudinal loyalty scale | Performance-only service quality scale |
| 원전≠ | Dick, A. S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2), 99-113. DOI ↗ | Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68. DOI ↗ |
| 별칭 | Behavioral Loyalty Scale, Loyalty Commitment Scale | Perception-Only Service Quality Scale, SERVPERF-Performance Model |
| 관련 | 4 | 4 |
| 요약≠ | The Customer Loyalty Scale (CLS) measures customer loyalty as a combination of attitudinal commitment and behavioral intention. Developed by Dick and Basu (1994), the scale distinguishes between behavioral loyalty (repeat purchases) and attitudinal loyalty (emotional commitment), recognizing that true loyalty involves both. CLS captures multiple dimensions of loyalty including repurchase intention, word-of-mouth advocacy, and resistance to competitive offerings. The instrument is widely used in marketing research to predict customer lifetime value and identify at-risk customers. | SERVPERF, developed by Cronin and Taylor in 1992, is a streamlined service quality measurement instrument that evaluates perceived service performance only, without the expectation component. Using 22 items identical in content to SERVQUAL but applied to perception alone, SERVPERF reduces survey burden while maintaining dimensional coverage of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical evidence suggests SERVPERF performs equally well or better than SERVQUAL in explaining overall satisfaction. |
| ScholarGate데이터셋 ↗ |
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