000			01747naa a2200229uu 4500
001			0121417174537
003			OSt
005			20190211174142.0
008			101214s2010 xx ||||gr |0|| 0 eng d
100	1		_aCHUL-HO, Cho _943373
245	1	0	_aA comparative analysis of the ports of Incheon and Shanghai : _bthe cognitive service quality of ports, customer satisfaction, and post-behaviour
260			_aOxfordshire : _bRoutledge, _cSep./Oct. 2010
520	3		_aThis study introduces three dimensions of port service quality in order to identify their effects on customer satisfaction, loyalty, and referral intentions. The findings of this study imply a shift in the factors of cognitive service quality for customer satisfaction - from traditional endogenous quality to exogenous and relational quality. Comparative examination of the ports by moderator variables of spatial patterns and customer scale shows that the improvement of relational quality and the strategic management of exogenous factors, such as hinterland and tree trade zones, were identified as pending tasks for the port of Incheon. For the port of Shanghai, customers are found, on a large scale, to be sensitive to the port service quality compared to customers on a smaller scale - which requires strategic investments to enhance both internal and external service quality for larger shipping companies
590			_aVolume 21
590			_aNumber 9-10
700	1		_aBYUNG-IL, Kim _943374
700	1		_aJAE-HOON, Hyun _943375
773	0	8	_tTotal Quality Management & Business Excellence _g21, 9-10, p. 919-930 _dOxfordshire : Routledge, Sep./Oct. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101214 _b1717^b _cDaiane
998			_a20120110 _b1535^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c37766 _d37766
041			_aeng