The purpose of this paper is to examine the effects of customer perception about service physical evidence and process quality by liquor wholesaler on customer satisfaction and maintaining business relationship. Also this paper tries to find out the moderating effect of relational duration on those service qualities and deal satisfaction. Based on the responses from 53 stores, the result of multiple regression analysis appears as follow that (1) the perception of intangible service quality is positively related to deal satisfaction, (2) deal satisfaction is positively related to maintaining business, and (3) the interaction of relational duration and each perception of service qualities is significant.

Abstract
 1. 서 론
 2. 이론적 배경 및 가설 설정
  2.1 서비스 품질 인식
  2.2. 거래처 만족 및 거래 유지
  2.3 서비스 품질 인식과 거래 만족 사이의 관계
  2.4 거래 만족과 거래 유지 사이의 관계
  2.5 서비스 품질 인식과 거래 기간의 상호작용 효과
 3. 연구방법
  3.1 연구 표본 및 절차
  3.2 변수의 측정도구
 4. 연구결과
  4.1 타당도 검증
  4.2 신뢰성 분석 및 상관관계 분석
  4.3 가설 검증
 5. 결론 및 제언
  5.1 연구 결과 및 시사점
  5.2 한계점 및 향후 연구 방향
 6. Reference
 저 자 소 개

• 최형진(건국대학교) | Hyung Jin Choi Corresponding Author
• 정현승(연세대학교 경영학과) | Hyun Seung Chung