Zeithaml, Valarie A. ,A. Parasuraman, and Leonard L. Berry (1990), “Delivering QualityService : Balancing Customer Perceptionsand Expectations," New York, NY: The Free Press.
Zeithaml, V. A., Parasuraman, A and L. L. Berry(1985).“Problemsand Strategies in Service Marketing," Journal of Marketing : 34-35.
Weilbacher, W. (1993) Brand Marketing: building brand strategies that deliver value and customer satisfaction, NTC Business Books, Lincolnswood, Ill.
Swan, J. E., Trawick, I. F., and Silva, D. W.(1985), “How Industrial Salespeople Gain customer Trust,” Industrial Marketing Management, 14(3), 203-211.
Swan, J. E., Trawick, I. F., Rink, D. R., and Roberts, J.(1988), “Measuring Dimension of Purchaser Trust of Industrial Salespeople,” J ournal of Personal Selling & Sales Management, 8(5), 1-9.
Smith,Amy Kyper.(1997). “Customer Satisfaction with Service Encounters Involving Failure Recovery: An Integrative Model of Exchange," Unpublished Doctoral Dissertation, Maryland University.
Smith,Amy Kyper. ,Ruth N. Bolton and Janet Wagner.(1999). “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery," Journal of Marketing Research,Vol.36(August), 356-372.
Smith,A.K.,R.N.Bolton.,& J.Wagner.(1999).A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery. Journal of Marketing Research, 36, 356-373.
Schurr, P. H., and Ozanne, J. L.(1985), “Influence on Exchange Processes: Buyer’s Preconceptions of a Seller’s Trust Worthiness and Bargaining Toughness,” Journal of Consumer Research, March, 939-953.
Prus, R. C.(1989). Pursuing customer: An ethnography of marketing activities(Sage Library of Social Research 171). Beverly Hills, CA:Sage
Parasuraman., Zeithaml., and Berry. (1988). Communication and Control Process in the Delivery of Service Quality, Journal of Marketing,52(April), 140
Parasuraman, A., Zeithaml, V. and Berry, L. L, Refinement and Reassessment of the SERVQUAL Scale, Journal of Retailing,1991, 67(Winter)
Parasuraman, A., Zeithaml, V. and Berry, L. L, A Conceptual Model of Service Quality and It‘s Implications for Future Research, "Journal of Marketing, 1985, Vol.49(Fall).
Parasuraman A., V. A. Zeithaml., and L. L. Berry.(1991).“Understanding Customer Expectations of Service," Sloan Management Review, Spring, 39-48.
Parasuraman A., V. A. Zeithaml., and L. L. Berry.(1988), “SERVQUAL :A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol.64, No.1, 12-40.
Parasuraman A., V. A. Zeithaml., and L. L. Berry.(1985), “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing, Vol. 49, Fall, 41-50.
Parasuraman A., L. L. Berry., and V. A. Zeithaml.(1991) “Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, Vol.67, Winter, 420-450.
Parasuraman A., Berry, L. L., & Zeithaml, B. A. (1991). Understanding Customer Expectation of Service, Slan Managemen, Review, 32(30),39-48.
Oliver, Richard, L.(1980), “A Cognitive Model of Antecedents and Consequences of Satisfaction Decisionthe s," Journal of Marketing Research, Vol.17, 460-469.
Oliver, R. L., & Swan, J. E. (1989). Customer Perception of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach, Journal of Marketing, 53(April), 21-35.
Oliver, R .L.(1997).Satisfaction: A behavioral perspective on the 139 customer. Mc Graw Hill, New York.
Mohr, L. A., & Bitner, M. J. (1995). The role of employee effort in satisfaction with service transactions. Journal of Business Research, 32, 239-252.
Kotler, P.(1994), Marketing Management: Analysis, Planning, Implementation, and Control, Englewood Cliffs, N, J: Prentice-Hall, Inc.
Kotler, P. John Bowen., and James Makens.(1996). Marketing for Hospitality & Tourism, Prentuce Hall.
Kennedy, M. S., Ferrell, L. K., and LeClair, D. T.(1998), “Consumers’ trust of salesperson and manufacturer: an empirical study,”Journal of Business Research, 51(2001), 73-86.
Hochschild, A. R.(1983), The Managed Heart, Berkeley: University of California Press.
Green, R. T., Wamsley, G. L., & Keller, L. F. (1993). Reconstituting a profession for American public administration. Public Administration Review, 516-524.
Ericsson & Lehman.(1996). Expert and exceptional performance: Evidence on maximal adaptations on task constraints, Annual Review of Psychology, 47.
Dreyfus, H. L.,& Dreyfus, S. E.(1986). Five steps from novice to expert. In H. L. Dreyfus, S. E., Dreyfus, & T.Athanasiou(Eds.), Mind over machine: The power of human intuition and expertise in the era of the computer. New York: Free Press.
Doyle, S. X., and Roth, G. T.(1992), “Selling and Sales Management in Action: The Use of Insight Coaching to Improve Relationship Selling,” Journal of Personal Selling and Sales Management, 12(1), 59-64.
Doney, P. M., and Cannon, J. R.(1997), “An Examination of the Nature of Trust in Buyer-Seller Relationship,” Journal of Marketing, 61(2), 35-51.
Blodgett, J. G., Hill, D. H.,& Tax, S. S.(1997).The effects of distributive, procedural, and interactional justice on post-complaint behavior. Journal of retailing, 73(2), 185-210.
Blodgett, J .G.,Zeithaml, V. A.and Bitner, M. J.(2000), “Services Marketing: Integrating Customer Focus across the Firm,”Journal of Marketing, Vol.60 No.2, 31-46.
Blodgett J, Granbois, D. H., Hill, G. D. J.,& Tax, S. S.(1997). The Effect of Distributive Justice, Procedural Justice, and Interactional Justice on Post Complaint Behavior, Journal of Retailing,73(2),185-210.
Bitner, M. J.,and A. R. Hubbert.(1994)."Encounter Satisfaction Versus Overall Satisfaction Versus Quality," in Service Quality: New Directions in Theory and Practice, Ronald T. Rustand Richard L. Oliver, eds., Thousand Oaks, CA : Sage Publications, 72-94.
Bitner, M. J., Booms, B .H.,& Tetreault, M. S.(1990).The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
Bitner, M. J., & Hubbert, A. R.(1994).Encounter Satisfaction Versus Overall Satisfaction Versus Quality, The Customer's Voice, in Service Quality : New Directionin Theoryand Practice.
Bitner, M. J.(1990). Evaluating service encounters : the effects and physical surroundings and employee responses. Journal of Marketing, 52(1), 57-71.
Bitner, M. J.(1990). Evaluating Service Encounters: The Effects and Physical Surrounding sand Employee Responses. Journal of Marketing, 52(April), 69-82.
Bitner, Bernard H., & Lois A. Mohr. (1994). Critical Service Encounters: The Employee's Viewpoint, Journal of marketing, 58(October), 95-106.
Berry, L.(1995). Relationship Marketing of Services-Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245.
Berry, L. L.,& A .Parasuraman.(1992). Prescriptions for a Service Quality Revolutionin America. Organizational Dynamics , Spring, 5-15.
Berry, L. L. & Parasuraman, A.(1991), Marketing Service: Competing through Quality. New York, The Free Press.
Barrilleaux, C., Feiock, R., & Crew, R. E.(1990). Indicators and correlates of administrative quality in the american states. Presented at the Annual Meetings of the American Political Science Association (San Francisco, Sept1).
Baker, J. (1987). The role of the environment in marketing services: The consumer perspective. In J. Czepiel, C. Congram, & J. Shanahan (Eds.), The services challenge: Integrating for competitive advantage, Chicago: American Marketing Association, 79-84.
Anderson, J. C., & Narus, J. A.(1990). A model of distributor firm and manufacturer firm working partnerships. the Journal of Marketing, 42-58.
30 40대 여성의 피부미용실 전문화장품과 일반화장품 선택 시 고려사항 및 라이프스타일에 따른 화 장품 만족도
