참 고 문 헌

1. 국내 문헌

이순묵(1990), 공변량 구조분석, 성원사

이유재(1994), 서비스 마케팅, 학현사

임종원(1996), 마케팅 조사 이렇게, 법문사

임종원, 김재일, 홍성태, 이유재(1994), 소비자 행동론, 경문사

채서일(1995), 마케팅 조사론, 제3판, 학현사

2. 국내 논문

김재회(1996), "서비스 만족-구매의도간 영향요인에 관한 연구," 서울대학교 경영학 석사학위 논문

이준엽(1994), "서비스 품질에 대한 소비자의 인식차이에 관한 연구," 서울대학교 경영학 석사학위 논문.

이학식(1997), "지각된 서비스 품질의 결정과정: 판단이론적 시각," 경영학연구, 제26권 제1호, 139-154.

이유재(1994), "고객만족의 결과변수에 대한 이론적 연구," 경영논집, 제28권 3,4호, 201-232.

3. 외국 문헌과 논문

Assael, H. (1992), Consumer Behavior and Marketing Action, Fourth Edition, Boston, MA: Kent.

Baggozzi R. P. and Yi, Youjae (1988), "On the Evaluation of Structural Equation Models," Journal of Academy of Marketing Science, 16(1), pp.74-94.

Barsky, J. (1994), World-class Customer Satisfaction, Irwin Professional Publishing, Burr Ridge, IL.

Bateson & M. K. H. Hui (1987), "Perceived Control as a Crucial Perceptual Dimension of the Service Experience: An experimental Study," In Surprenant, C., ed., Add Value to Your Service. Chicago, IL: American Marketing Association.

Berry, A. Parasuraman and V. A. Zeithaml (1994), "Improving Service Quality in America: Lessons Learned," Academy of Management Review, 8(2), 32-48.

, V. A. Zeithaml, & A. Parasuraman (1985), "Quality Counts in Services. Too," Business Horizons, May-June, 44-52.

Bolton, Ruth N., and James H, Drew (1991a), "A Longtudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing, 55(Jan), 1-9.

and (1991b), "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, 17(March), 375-384.

Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intention," Journal of Marketing Research, 30(February), 7-27.

Brown, G. H. (1952-1953), "Brand Loyalty-Fact or Fiction?," Advertising Age, 23(June 9, June 30, October 6, December 1), 24(January 25)

Brown, S. W., E. Gummesson, B. Edvardsson, & B. O. Gustafsson, eds.(1990), Quality in Service-Multidisciplinary and Multinational Perspectives, Lexington, MA: Lexington Books.

Brown, Tom J., Gilbert A. Churchill, Jr., and J. Paul Peter (1993), "Improving the Measurement of Service Quality," Journal of Retailing, 69(Spring), 127-39.

Brown, S. W. & T. A. Swartz (1989), "A Gap Analysis of Professional Service Quality." Journal of Marketing, April, 92-98.

Cronin, J. J. Jr. and Steven A. T. (1992), "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 56(July), pp.55-68.

Cronin, J. J. Jr. and Steven A. T. (1994), "SERVPERF vs SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality." Journal of Marketing, 58(Jan), pp.55-68.

Crosby, L. A. (1988), Building and Maintaining Quality in the Service Relationship, Research Report. QUIS Symposium in Service Quality, Karlstad, Sweden.

Cunningham, L. F., Clifford E. Y., and Moonkyu L.(1997), "A Customer-Based Taxomony of Services: Implications for Service Marketers," Advanced in Services Marketing and Management, 6, 189-202.

Cunningham, S. M. (1966), "Perceived risk in information communications," Risk Taking and Information Handling in Consumer Behavior, Harvard University Press, Boston, MA

Czepiel, J. A., and Robert G. (1987), "Exploring the Concept of Loyalty in Services," in The Services Challenge: Integrating for Competitive Advantage, J. A. Czepiel, C. A. Congram, and J. Shanahan (ed.), Chicago, IL: American Marketing Association, 91-94.

Day, G. S. (1969), "A Two-Dimensional Concept of Brand Loyalty." Journal of Advertising Research 9(September), pp.29-35.

Dick, A. S. and Basu, K. (1994), "Customer Loyalty: toward an integrated conceptual framework." Journal of the Academy Marketing Science, 22(Spring), pp.99-113.

DuWors, R. E. and Haines, G. H. (1990). "Event history analysis measures of brand loyalty," Journal of Marketing Research, 27(4), November, pp.485-93.

Fisk, R. P., Brown, S. W., and Bitner, M. J. (1993), "Tracking the Evolution of the Services Marketing Literature," Journal of Retailing, 69, 1(Spring), 61-103.

Fuchs, W. R. (1968), The Service Economy, New York: Columbia University Press

Greenberger, D. B., Strasser, S., and Lee, S. (1988), "Personal control as a mediator between perceptions of supervisory behaviors and employee reactions," Academy of Management Journal, 31, pp.405-17.

Grönroos, C. (1978), "A Service-Oriented Approach to Marketing of Services," European Journal of Marketing, No. 8, 588-601. (1984), "A Service Quality Model and Its Marketing Implication," European Journal of Marketing, No. 4.

Heskett, J. L. (1986), Managing in the service Economy, Cambridge, MA: Harvard Business School Press. (1987), "Lessons in the Service Sector," Harvard Business Review. March-April. , W. E. Sasser Jr., & C. W. L. Hart (1990), Service Breakthroughs, New York: The Free Press.

Jacoby, J. and Chestnut, R. W. (1978), Brand Loyalty Measurement and management, Wiley, New York, NY.

Jeuland, A. P. (1979), "Brand Chice Inertia as One Aspect of the Notion of Brand Loyalty." Management Science, 25 (July), pp.671-82.

Kuehn, A. A. (1962), "Consumer Brand Choice - A Learning Process?," Journal of Advertising Research, 2(December), pp.10-17.

Kurtz, A., and Clow, S. (1998), Services Marketing, Wiley, New York, NY.

Lipstein, B. (1959), "The Dynamics of Brand Loyalty and Brand Switching," Proceedings, Fifth Annual Conference. New York: Advertising Research Foundation

Lovelock, C. H. (1983), "Classifying services to gain strategic marketing insights," Journal of Marketing, 47(Summer), pp.9-20.

Morgan, M. S. and Dev, C. S. (1994), "An empirically study of brand switching for a retail service," Journal of Retailing, 70, 7, pp.267-82.

Oliver, R. L. (1980). "A Cognitive Model of the Antecedent and Consequences of Satisfaction Decisions," Journal of Marketing Research 17 (Nov) pp.460-469.

Olshavsky, R. W. (1985), "Perceived quality in consumer decision making: an integrated theoretical perspective," in Jacosby, J. and Olson, J. (Eds.), Perceived Quality, Lexington Books, Lexington, MA

Onkvist, S. and Shaw, J. J. (1987), "The measurement of service value: some methodological issues and models," in Suprenant, C. (Ed.), Add Value to Your Service: 6th Annual Services Marketing Proceedings, American Marketing Association, Chicago, IL.

Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49(Fall), pp.41-50.

________________, Zeithaml, V. A., and Berry, L. L. (1986), "SERVQUAL;A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality," Journal of Retailing, Spring, 12-40.

________________, Zeithaml, V. A., and Berry, L. L (1991), "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, 67(Winter), 420-50.

________________, Zeithaml, V. A., and Berry, L. L. (1993), "More on Improving Service Quality Measurement," Journal of Retailing, 69(Spring), 140-47.

________________, Zeithaml, V. A., and Berry, L. L. (1994), "Reassessment of Expectation as a Comparison Standard in Measuring Service Quality," Journal of Marketing, 58(January), 111-124. (1994), "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria," Journal of Retailing, 70(3), 201-230.

Richins, M. L. (1983), "Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study," Journal of Marketing, 47(Winter) pp.68-78.

Reichheld, F. F. and Sasser W. E., (1990), "Zero Defections: Quality Comes to Services," Harvard Business Review, Sep-Oct, pp.105-111.

Rust, R. T. and Oliver, R. L. (1994), Service Quality: New Directions in Theory and Practice, Sage, London.

Snyder, D. R. (1991), "Demographic correlations to loyalty in frequently purchased consumer services," Journal of Professional Services Marketing, 8, pp.45-55.

Teas, R. K. (1993), "Expectations, Performance Evaluation, and Consumers' Perception of Quality," Journal of Marketing, 58,(January), pp.132-39.

Tranberg, H. and Hansen, F. (1986), "Patterns of brand loyalty: their determinants and their role for leading brands," European Journal of Marketing, 20, pp.81-109.

Westbrook, R. A. (1987), "Product/Consumption-Based Affective Responses and Post-Purchase Processes," Journal of Marketing Research 24(Aug) pp.258-270.

Yi, Youjae (1990), "A Critical Review of Consumer Satisfaction." Review of Marketing, pp.68-123.

Zeithaml, V. A. (1981), "How consumer evaluation process differ between goods and services," Marketing of Science, American Marketing Association, Chicago, IL.

Zeithaml, V. A. (1987), Defining and Relating Price, Perceived Quality, and Perceived Value, Cambridge, MA: Marketing Science Institute. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, 52, 2-21.

________________, L. L. Berry, & A. Parasuraman (1988), "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, April, 35-48.

________________, L. L. Berry, & A. Parasuraman (1993), 'The Nature and Determinants of Customer Expectations of Services," Journal of the Academy of Marketing Science, 21(Winter), 1-12. and Mary Jo. Bitner (1996), Service Marketing, New York: McGraw-Hill.

________________, A. Parasuraman, & L. L. Berry (1985), "Problems and Strategies in Services Marketing," Journal of Marketing, 49, 33-46. , A, Parasuraman, & L. L. Berry (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press.

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