참고문헌 (43)

1. Journal of Marketing Management Research Yi 19 2 1 2014 A critial review of service quality research in recent 10 years (2004~2013) 

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12. J Marketing Brady 65 3 34 2001 10.1509/jmkg.65.3.34.18334 Some new thoughts on conceptualizing perceived service quality: a hierarchical approach 

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13. J Health Care Mark McAlexander 14 3 34 1994 Service quality measurement 

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15. Journal of Marketing Management Research Kim 18 1 115 2013 The relative effects of the service quality dimensions on potential customers’ satisfaction for new customer acquisition in family restaurants: the moderating effect of gender using PLS multi-group analysis 

16. Journal of Consumer Studies Sung 20 3 163 2009 A study on perceived quality affecting the service personal value-focusing on the moderating effect of need for cognition(NFC) and need for touch (NFT) 

17. Korean Journal of Business Administration Yang 28 9 2259 2015 The moderating effect of information asymmetry on the linkage of service quality-consumer satisfaction-consumer loyalty of domestic and foreign banking users 

18. Journal of Korean Marketing Association Lee 27 4 69 2012 10.6107/JKHA.2012.23.2.069 Development and application of the public-service customer satisfaction index(PCSI) model 

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19. Journal of Korean Marketing Association Lee 24 1 145 2009 MOBISQUAL: dimensionalizing and measuring mobile internet service quality 

20. Journal of Korean Marketing Association Han 28 3 127 2013 The relationships of callcenter service quality, representative trust, campany trust and company brand attachment and the moderating role of call-center service types 

21. J Retailing Dabholkar 76 2 139 2002 10.1016/S0022-4359(00)00029-4 A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study 

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22. J Retailing Taylor 70 2 163 1994 10.1016/0022-4359(94)90013-2 An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions 

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24. J Acad Mark Sci Bell 33 2 169 2005 10.1177/0092070304269111 Customer relationship dynamics: service quality and customer loyalty in the context of varying levels of customer expertise and switching costs 

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25. J Acad Mark Sci Zeithaml 28 1 67 2000 10.1177/0092070300281007 Service quality, profitability, and economic worth of customers: what we know and what we need to learn 

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27. Asia Marketing Journal Hong 13 4 191 2012 A study on factors influencing perceived overall quality and performance in financial services 

28. J Bus Res Choi 57 8 913 2004 10.1016/S0148-2963(02)00293-X The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean Study 

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29. Journal of Marketing Management Research Park 15 1 75 2010 The impact of core service quality and relational benefit on customer defection and recommendation intentions through customer satisfaction and switching barrier 

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31. J Marketing Seiders 69 4 26 2005 10.1509/jmkg.2005.69.4.26 Do satisfied customers buy more? examining moderating influences in a retailing context 

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33. Journal of Customer Research Bolton 17 4 375 1991 A multistage model of customers’ assessments of service quality and value 

34. J Marketing Res Labarbera 20 4 393 1983 10.2307/3151443 A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process 

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35. J Serv Mark Lassar 14 3 244 2000 10.1108/08876040010327248 Service quality perspectives and satisfaction in private banking 

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36. J Marketing Res Oliver 17 4 460 1980 10.2307/3150499 A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 

    

37. Tourism Research Kang 34 83 2012 The effects of service quality on customer satisfaction and loyalty-focused on cafe business 

38. J Marketing Oliver 63 33 1990 10.2307/1252099 Whence consumer loyalty? 

    

39. The Academy of Customer Satisfaction Management Kim 16 2 157 2014 Customers’ zone of tolerance: moderating effects on the service quality-satisfaction-customer loyalty links 

40. Journal of Convention Sciences Kim 29 0 185 2011 The relationship among service attributes of the exhibition visitors, image and satisfaction: focused on visitors 

41. Int J Contemp Hospit Manag Bowen 13 5 213 2001 10.1108/09596110110395893 The relationship between customer loyalty and customer satisfaction 

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42. J Korea Manag Eng Soc Kim 18 1 99 2013 A study on the structural relationship among mobile e-book service quality, customer satisfaction and customer loyalty 

43. Journal of Korean Marketing Association Lee 27 4 69 2012 10.6107/JKHA.2012.23.2.069 Development and application of the public-service customer satisfaction index (PCSI) model 

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