<국내문헌>

1. "급변하는 기업환경. 경영혁신 이렇게"「중앙일보」. 1993. 4. 1 : 5.

2. 김성혁.「고객만족경영」. 서울 : AMI 컨설팅 그룹. 1992.

3. 김영한「고객만족경영」. 서울 : 성림출판사. 1992.

4. 럭키금성경제연구소 "고객만족- 기업성공의 비결".1993.

5. 이연국. " 上하는 업계의 고객만족경영, 진정한 실현은 가능한가."「월간 經營과 마케팅」. (1992.12) : pp. 68-69.

6. 이우용, 정구현「마아케팅 원론」. (서울 : 형설출판사. 1991).

7. 정철근. "고객 지향 마케팅의 내용 및 성격에 관한 연구" 석사학위 논문. 서울대 대학원1990.

8. 하이테크마케팅 연구소 "고객만족도조사의 체계". 1993.

<외국문헌>

1. Albrecht Karl.「At Americica's Service」. 오의균 역 (서울 : 21세기북스, 1992)

2. anderson Rolpgh E, "Xonsumer Dissatisfaction : The Effect of Disconfirmed Expectancy on Perceived Product Performance" , Journal of Marketing Research. Vol X (feb. 1973). Pp.38-44.

3. Barksdale Hiran C. & Darden Bill. "Marketer's Attitude Toward Marketing & Consumerism", Journal of Marketing. Vol 36 (Oct. 1972). Pp. 29-30.

4. Bearden William O. & Teel E. Jesse. " Selected Determinants of Consumer Satisfaction and Complaint Reports". Journal of Marketing Research. Feb 1983,. Vol XX. pp. 21-8.

5. Bettamn James R. "Perceived Risk and Its Components : A Model and Empirical Test", Journal of Marketing Research. Vol. X (May 1973). Pp. 184-190.

6. Calzon Jan .「Moments of Truth」. 김영한 역 (서울 : 도서출판 성림, 1992)

7. Churchill Gilbert A. Jr. , and Suprenant Carol. "An Investigation Into the Determinants of Customer Satisfaction". Journal of Marketing Research Nov. 1982. pp. 491-503.

8. Cronin J. Joseph Jr. & Taylor Steven A. "Measuring Service Quality: A Reexzmination and Extension". Journal of Marketing . vol. 56 (Jul 1992). Pp. 55-68.

9. Davidow W. H. & Uttal Bro. " Service Companies : Focus or Falter". 趙峰震 역 , Harvard Business Review. Jul-Aug. 1989.

10. Fornell Claes, " A National Customer Satisfaction barometer : The Swedish Experience". Journal of Marketing. Jan 1992. Vol.56.p.6-21.

11. Fornell claes and Wernerfelt Birger. "Delfensive Marketing Strategy by Customer Complaint Management : A Theoretical Analysis" Journal of Marketing Research. Nov. 1987. Vol. XXIV PP.337-46.

12. Hammer Michael. "Reengineering Work: Don't Automate, Obliterate". Harvard Business Review, Jul-Aug 1990. 李國哲역pp.118-133.

13. Hanan Mack & Karp Peter.「Customer Satisfaction」. 임향순 역 (서울 : 청림출판. 1992)

14. Kotler Phillip. Marketing Management : Analysis, planning and Control. (EngleWood Cliffs : Prentice Hall 1980). P.31.

15. Ketler phillip & Armstrong G. Marketing : An Introduction 2nd. 趙峰震, 윤중현 공저(서울: 도서출판 석정. 1991). P.29.

16. Oliva Terence A., OliverRichard L, & Macmilan Lan C, " A Catastropge Model for Developing Service Satisfaction Strategies",Jornal of Marketing Vol. 56 (Jul 1992). pp. 83-95.

17. OliverRichard L. and Desarbo Wayne S. "Response Determinants in Satisfaction Judgments", Journal of Consumer Research. Vol. 14. Mar. 1988. Pp. 495-506.

18. Oliver Richard L. "A Cognitive Model of the Antecedents and Consequences of Satisfaction" Journal of Marketing Research. Vol. XVII(Nov. 1980).pp.460-9.

19. Peters Tom & Austin Nancy.é A Passion for Excellence」. (Nov.1990).

20. Peters T. J. & Waterman R.H. Jr. In Search of Excellence. 정성호 역.(서울 : 도서출판 상지.1983).

21. Phillips Stephen, Dunkin Amy, Treece James B, Hammonds Keith B. "King Customer". Business Week. (Mar 12, 1990): pp. 50-56.

22. Reynolds Thomas J. & Jolly James P. "Measuring Personal Values : An Evaluation of Alternative Methods", Journal of Marketing Research. Vol. XVII (Nov. 1980). pp.531-6.

23. Swan John E. and Combs Linda Jones, "Product Performance and Consumer Satisfaction : A New Concept". Journal of Marketing . Vol. 40. (Apr. 1976), pp. 25-33.

24. Tse David K. and Wilton Peter C. "Models of consumer Satisfaction Formation : An Extension". Journal of Marketing Research. Vol. XXV(May 19988). pp.204-12.

25. Woodruff Robert B, Cadotte Ernest R and Jenkins Roger L. "Modeling Consumer Satisfaction Processes Using Experience-Based Norms". Journal of Marketing Research. Aug 1983.

26. Zeithaml V. A. , Parasuraman A. & Berry L. L.「Delivering Quality Service」 . 김진국, 김완석 譯. (서울 : 서울 포럼,1993)

27. 平久 康久.「고객만족경영のすすめ方」. 김수일, 박기호, 이제빈 공역 (서울 : 21세기 북스,1992)

28. 武前 哲男.「고객만족추진ここかホィソト」. 한국생산성본부 역. 서울 : 한국생산성본부.1992.