2장

1) Report of the Definition Committee, AMA. Journal of Marketing, 1960, p.215.

2) Robert C. Judd, "The Case for Redefining Service," Journal of Marketing, Vol, 28, Jan, 1964, p.59.

3) Richard M. Bessom, "Unique Aspects of Marketing Service", Arizona Business, (Nov,1973) p.9.

4) William J. Stanton, Fundamentals of Marketing 7th ed,(New York: McGraw_Hill Book Co,1984) p.484.

5) P.Kotler, Principles of Marketing 7th ed, (Printice-Hall International Editions, 1991), p.455.

6) C. H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol, 47(Summer, 1983), p.13.

7) P.Kotler, Marketing Management-Analysis Planning, Implementation, and Control 7th ed (Prentice - Hall International Editions, 1991), p.459.

8) J.H. Goodfellow, "The Marketing of Goods and Services as a Multidimensional Concept." The Quarterly Review of Marketing, (Spring 1983), p.20.

9) American Marketing Association, Marketing News Vol. 19, No 4 Mar 1985.

10) P.kotler, Marketing Management : Analysis, Planning, Implementation, and Control, Prentice - Hall, International Editions, 1991, p.455.

11) Bagozzi, R.P. "The Marketing as Exchange" Journal of Marketing, Vol.39. Dct, 1975.

12) Borden, N.H.- "The Concept of the Marketing Mix", in Schwartz, G., Science in Marketing J. Wiley and Sons, New York, 1965.

13) McCarthy, E.J. Basic Marketing : A Management Approach, 6th Richard D. Irwin, Homewood, 111.

14) D.Cowell, The Marketing of Services (London : Heinemann, 1984)

15) B.H. Booms and M.J. Bitner, "Marketing Strategies and Organization Structures for Service Firms." in J. Donnelly and W.R George(eds), Marketing of Services, (AMA, Chicago, 1981)

3장

1) P.Kotler, Principles of Marketing, Prentice-Hall Inc, 1991,p.455.

2) W.J.Stanton, Fundamentals of Marketing, 7th ed. Mcgraw-Hill Book Co, 1984, p.494.

3) 김기찬, "서비스마케팅의 전략적 전개," 마케팅연구, 서울, 제2권 제1호, 한국마케팅학회, 1987.

4) ① R.Normann, Service Management Strategy and Leadership in Service Business, (Chichester : John and Sons, 1984), p.8 ; 제품과 서비스의 차이(비물질성, 저장 불가능, 생산과 소비가 동시발생, 이전불능 등)

② A. Fitzsimmons, and R.C.Sullivan, Service Operations Management, New York : McGraw-Hill, 1982, pp.20∼25 ; 서비스 과정에 고객참여, 생산과 소비의 동시발생, 소멸성, 소비자 위치에 따른 장소선정, 노동집약성, 무형성, 산출 측정의 곤란성 주장.

③ Neil E.Beckwith, T.Fitzgerald, "Marketing of Services :Meeting of Different Needs", Journal of Services AMA, 1981, pp.239-241 ; 무형성, 친밀성, 개인성.

④ Christopher H, Lovelock, "Think Betore You Leap in Services Marketing" , Emerging Perspectives on Services Marketing, AMA, 1983), pp,115-116 ; 무형성, 동시성, 고객참여, 재고의 부재, 일관성의 결여, 짧거나 아예 없는 유통경로 주장.

⑤ Dune L. Davis, Wesley, H.Johnes, Joseph P.Guiltznan, "Services Characteristics, Consumer Search, and the Classification of Retail Services" Journal of Retailing, 55, Fall, 1979. pp.3∼23; 무형성, 소유권의 비이전, 생산과 소비의 상호관계, 내재적 본질, 수행기준의 표준화 곤란,

⑥ Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing", Journal of Marketing, 49(spring 1955), pp.34∼44; 서비스 특성에 따른 마케팅 문제에 대한 마케팅 전략제시.

5) Sassor W.Earl, "Match Supply and Demand in Service Industries," Harvard Bossiness Review, November - December, 1976, pp.130∼140.

6) Philip Kotler, "Atmospherics as a Marketing Tool", Journal of Retailing, 45 (winter, 19y3), pp,48 ∼64.

7) Martine L.Bell, "A Matrix Approach to the Classfication of Marketing Goods and Services", Marketing of Services, AMA, 1981, p,165.

8) 철도청, <철도이용객 설문조사>, 1997, pp.86-87.

9) 철도청 영업국, "97년도 열차지연 현황 분석" (내부자료)

10) 건설교통부, 「건설교통 통계연보(교통부문)」, 1997, pp.56-59.

11) 교통개발연구원, "장기 철도망 구상에 관한 연구", (최종 보고서, 1992), p.32 pp-3-16-18

12) 윤성여, "장거리 여객의 교통수단 선택에 관한 연구", (석사 학위 논문, 서울대학교 환경대학원, 1984) p.56.

13) 이용재, "장기 철도발전방안에 관한 연구", (서울: 대한교통학회, 1992), pp 3-16.

14) 이용재, "상게 논문", pp.3-16-18.