최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기品質經營學會誌 = Journal of Korean society for quality management, v.31 no.1, 2003년, pp.42 - 61
이정우 (숭실대학교 대학원 경영학과) , 유한주 (숭실대학교 경영학부)
The objective of this study is to analyze the impact of service quality on the customer satisfaction, the re-purchase intention and the word of mouth in the Korean insurance industry. In this study, the methodology for measuring the degree of service quality which has been adopted in the service qua...
김연성 외 5인,[서비스경영] , 법문사,2002
양병화, [다변량 자료분석의 이해와활용] , 학지사, 2002
전희정, '손해보험 계약에 있어서의 고객충성도 효과 분석', 한양대 석사논문,1999
정기영, 'OECD 가입이후 보험정책', 삼성 금융연구소, 1997
조해균, '보험산업에 있어서 질경영의 실행방안에 관한 연구', 경영연구, 제3권,1996, pp. 56-57
채서일, [마케팅 조사론] 학현사. 1992
American Marketing Association(AMA), Marketing Definitions : A Gtossaryof Marketing Terms, CDAMA, 1960
Anderson, J. C. and Gerbing, D. W.'An Updated Paradigm for Scale Development Incorporating Unidimensio nality and Its Assessment', JournaI ofMarketing Research, Vol. 25, 1998, pp.186-192
Babakus, E. and Boller, G. W., 'An empirical Assessment of the SERVQUAL scale', Journal of Business Research, Vol. 24, 1994, pp. 253-268
Bessom, Richard M. and Jackson,Donald W., 'Service Retailing : AStrategic Marketing Approach' , Journal of Retaiting, Vol. 51(Summer), 1975,pp. 75-84
Bitner, M. J. and Hubbert, A. R.Encounter satisfaction versus overallservice satisfaction versus quaIity, SagePublications, CA, 1994
Blois, K. J., ' The Marketing of Service : An Approach.', EuropeanJournaI of Marketing, Vol. 8, No. 2, pp.137-145
Bolton, Ruth N. and Drew, James H.,'A Longitudinal Analysis of the Impactof Service Change on CustomerAttitude.' Journal of Marketing. Vol.55(Jan). 1991, pp. 1-9
Brown, T. J., Churchill, G. A. and Peter, J. P., 'Improving the Measurement of Service Quality', Journal of Retailing, Vol. 69, 1993, pp.127-139
Carman, J. H., 'Consumer Perceptionof Service Quality; An Assessment ofthe SERVQUAL Dimension', Journal ofRetailing, Vol. 66, 1990, pp. 33-55
Cronin, J. J. and Taylor, S. A.,'Measuring Service quality; areexamination and extension', Journalof Marketing, Vol. 56, 1992, pp. 55-68
Crosby, Philip B., QuaUty is Free, New York : McGraw-Hill, 1979
Dabholkar, P., 'A contingency framework for predicting causality betweencustomer satisfaction and servicequality', Advances in. consumerresearch, Vol. 22, 1995, pp. 101-108
Dunn, S. C., Seaker, R. F. and Waller,M. A., 'Latent Variables In BusinessLogistics Research Scale Developmentand Validation', Journal of BusinessLogistics, Vol. 18, 1997, pp. 199-216
Frederick, Reichheld, The Loyalty Effect, Harvard Business School Press,1996
Gavin, David A., 'What Does QualityMean?' SIoan Management Review,Vol. 26, No. 1(Fall), 1984, pp. 25-43
Gronroos, C., 'A Service Quality Model and Its Marketing Implications',European Journal of Marketing, Vol.18, No. 4, 1984, pp. 36-44
Gronroos, C., Strategic Managementand Marketing in the ServiceSector.(Finland : Swedish School of Economics and BusinessAdministration), 1982
Garver, Michael S. and Mentzer, JohnT., 'Logistics Research Methods :Employing Structural Equation Modeling to Test for Construct Validity' , Journal of BusinessLogistics, Vol, 20, 1999, pp. 33-57
Hunt, H. K., CS/D overview andfuture research directions, Cambhdge,MA, Marketing Science Institute, 1974
Murdick, Robert G., Berry, Renderand Russel, Roberta S., Service Operations Management, Allyn and Bacon, 1990, pp. 419
Nunnally, J. C., Psychometric theory,McGraw-Hill, New York. 1978
Parasuraman, A., Zeithaml, V. A. andBerry, L. L., 'SERVQUAL : aMultiple-Item Scale for MeasuringConsumer Perception of ServiceQuality', Journal of Retailing, Vol. 64,No. 1, Spring 1988, pp. 12-24
Parasuraman, A., Zeithaml, V. A. andBerry, L. L., 'A Conceptual Model ofService Quality on and Its Implicationsfor Future Reserch', Journal ofMarketing, Fall 1985, pp. 41-48
Parasuraman, A., Zeithaml, V. A. andBerry L. L., 'Refinement and Reassessment of the SERVQUAL Scale', Journal of Retaiting, Vol,67(Winter), 1991, pp. 420-450
Parasuraman, A., Zeithaml, V. A. andBerry, L. L., 'Reassessment ServiceQuality; Implications for FurtherResearch', JournaI of Marketing, Vol.58, 1994, pp. 111-124
Rust, R. T. and Olive, R. L., ServicequaIity insights and managerialimptications from the frontier, SagePublications, CA, 1994
Swan, J. E. and Combs, L. J.,'Product Performance and Consumer Satisfaction : A New Concept', Journalof Maketing. Vol. 40(April), 1976, pp.25-33
Teas, R. K., 'Expectation as aComparison Standard in MeasuringService Quality; An Assessment of aReassessment', Journal of Marketing,Vol. 58, 1994, pp. 132- 139
Thomas, Dan R. E. , 'Strategy isDifferent in Service Business' ,Harvard Business Review, Vol. 56,1978, pp. 158-165
Zeithaml, V. A., Parasuraman, A. andBerry L. L., DeRvering Quatity Service: BaIancing Customer Perception andExpections. the Free Press. 1990
Zeithaml V. A., Berry L. L. andParasuraman A., 'Communication andControl Processes in the Delivery ofService QuaJity', Journal of Marketing,Vol. 52(April) , 1988, p. 36
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.