Zeithaml, Valarie A., Mary JO Bitner, and Dwayne D. Gremler. (2009). Services Marketing. 5th edition, McGraw Hill International Edition.
Zaichkowsky, J. L. (1985). Measuring the involvement construct. Journal of consumer research, 12(3), pp.341-352.
Yang, Z. and Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology & Marketing, 21(10), pp.799-822.
Worthington, R. L., Mobley, M., Franks, R. P. and Tan, J. A. (2000). Multicultural Counseling Competencies, Verbal. content, counselor attributions, and social desirability. Journal of Counseling Psychology, 47(4), pp.460.
Wong, A and Sohal, A. (2003). A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study. Qualitative Market Research: An International Journal, 6(4), pp.248-262.
Wiegran, G. and Koth H. (1999). Customer Retention on On-line Retail. Journal of Internet Banking and Commerce, 4(1), 9909-07.
Westbrook, R. A. (1987). Product/consumption-based affective responses and post-purchase. Journal of marketing Research, 24(3), pp.258-270.
Weissenberger-Eibl, M., and Koch, D. J. (2007). Importance of industrial services and service innovations. Journal of Management & Organization, 13(02), pp.88-101.
Wayne. D. H. and Deborah. J. M. Consumer Behavior 5th
센게 이지러닝코리아[2012]
Wakefield, K. L. and Blodgett, J. G. (1996). The Effect of The Servicescape On Customers’ Behavioral Intentions in Leisure Service Settings. The Journal of Services Marketing 10(6), pp.45-61.
Vargo, S. L., and Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of marketing Science, 36(1), pp.1-10.
Thibaut, J. W. and Kelley, H. H. (1989). The social psychology of group. NY: John Wiley and Sons, Inc.
Teas, R. K. (1994). Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment. Journal of Marketing, 58(1), pp.132-149.
Teas, R. K. (1993). Expectations, performance evaluation and consumers’ perceptions of quality. Journal of Marketing, 57(5), pp.18-34.
Surprenant, C. F. and Solomon, M. R. (1987). Predictability and personalization in the service encounter. The Journal of Marketing, 51, 86-96.
Sheth, J. N., Newman, B. I. and Gross, B. L. (1991). Why We Buy what We Buy: A Theory of Consumption Values. Journal of Business Research, Vol.22, pp.159-170.
Shankar, V, AK Smith, A Rangaswamy. (2003). Customer Satisfaction and Loyalty in Online and Offline Environments. International Journal of Research in Marketing, 20(2), pp.153-175.
Rust, R. T., and Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. Thousand Oaks, CA:Sage Publications
Rafaeli A. (1993). Dress and Behavior of Customer Contact Employees: A Framework for Analysis. Chapter in Advances in Services Marketing and Management, 2. Greenwich, JAI Press, pp.175-211.
R. Oliver and R. Rust. (1997). Consumer Delight : Foundations, Findings and Managerial Insight. J of Retailing, Vol.73, No3, pp.311-327.
Powpaka, Samart. (1996). The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empifical investigation. Journal of Services Marketing, 10(2), pp.5-25.
Porter, M. E. (1980). Competitive Strategy. New York: Free Press.
Petrick, J. (2004). First timers’ and repeaters’ perceived value. Journal of Travel Research, 43(1), pp.29-38.
Parauraman, A., Zeithaml, V. A. and Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retail, 64(1), pp.12-40.
Parasuraman, A., Valarie A. Zeithaml and Leonard L. Berry. (1985). A Conceptual Model of Service Quality and Its Implication for Future Research. Journal of Marketing, 49(4), pp.41-50.
Parasuraman, A., Vakarue A. Zeithaml and Leonard L. Berry. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp.12-40.
Oliver. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63, pp.33-44.
Oliver, R. L. and Westbrook, R. A. (1993). Profiles of Consumer Emotions and Satisfaction in Ownership and Usage. Journal of Consumer satisfaction, Dissatisfaction and Complaining behavior, 6, pp.12-27.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Mc Graw-Hill.
Oliver, R. L. (1993). Cognitive, affective and attribute vases of the satisfaction response. Journal of Consumer Research, 20, pp.418-430.
Oliver, R. L. (1981). Measurement and evaluation on satisfaction processes in retail settings. Journal of retailing, 57(3), pp.25-48.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decision. Journal of marketing research, pp.460-469.
Namasivayam, K. and Lin, I. Y. (2004). Accounting for temporality in servicescape effects on consumers’service evaluations. Journal of Foodservice Business Research, 7(1), pp.5-22.
Morgan, F. M. and Hunt, S. D. (1994). The commitment trust theory of relationship marketing. Journal of Marketing, 58, pp.20-38.
Moormain C, Deshpande R. and Zaltman G. (1993). Factors affecting trust theory relationships. Journal of Marketing, July 57, pp.81-101.
Mohr, J. and Nevin, J. R. (1990). Communication strategies in marketing channels: Atheoretical perspective.. Journal of Marketing, 54(4), pp.36-51.
Miles, R. E. and C. C. Snow. (1978). Organizational Strategy. Structure and Process, New York: McGraw-Hill.
Meyers-Levy, J. (1989). The influence of a brand name’s association set size and word frequency on brand memory. Journal of Consumer Research, 16(2), pp.197-207.
Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), pp.583-596.
Lovelock, C. (1994). Every Business Competes on Service Product Plus. McGraw-Hill, pp.21-31.
Llosa, Sylvie, Jean-Louis Chandon and Chiara Oriara Orsinghe. (1998). An Empirical Study of Servqual’s Dimensionality. The Service Industries Journal, 18(2), pp.16-44.
Lin, I. Y. (2004). Evaluating a servicescape: the effect of cognition and emotion.International Journal of Hospitality Management, 23, pp.163-178.
Kotler, Philp. (1983). Principles of Marketing, 2nd ed, Prentice Hall.
Kotler, P. and Keller, K. L. (2006). Marketing Management. 12th edition, NJ: Prentice Hall
Kotler, P. (1972). Marketing Management. Englewood Cliffs, NJ:Prentice-Hall
Jones TO and Sasser WE. Jr. (1995). Why Satisfied Customer Defect. Harv. Busi. Rev, November-December, pp.88-99.
Johnson, M. D. and Fornell, C. (1991). A Framework for Comparing Customer Satisfaction Across Individuals and Product Categorise. Journal of Economic Psychology, 12(2), pp.267-286.
Howard, J. A. and Sheth, J. A. (1969). Theory of buyer behavior. NY: Wiley.
Hellier, P. K.. Geursen, G. M. Carr, R. A. and Rickard, J. A. (2003). Customer repurchase intention: a general structural equation model. European Journal of Marketing, 37(11/12), pp.1762-1800.
Hannele Kauppinen-R is nen., Anne Rindell and Charlotta berg. (2014). Conveying conscientiousness: Exploring environmental images across servicescapes. Journal of Retailing and Consumer Services, 21(4), pp.520–528.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability and empirical study. International Journal of Service Industry Management, 7(4), pp.27-72.
Goode, S., Lin, C., Fernandez, W., and Jiang, J. J. (2014). Exploring two explanations of loyalty in application service provision. European Journal of Operational Research, 237(2), pp.649-657.
Giese, J. L. and Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review, 1(1),pp.1-22.
Garvin, D. a. (1984). What does Quality Mean?. Sloon Management Review, 26(1): pp.94-98.
Garrison, R., Noreen, E. and Brewer. (2008). Managerial Accounting. 12th ed Mcgraw-Hill.
Gann, David. M. and Salter, Ammon. J. (2000). Innovation in project-based, service-enhanced firms: the construction of complex products and systems. Research Policy, 29(7), pp.955~972.
Fitzsimmons, J. and Fizsimmons, M. (2006). Service management. McGraw-Hill Higher Education.
Dick, A. S. and Basu, K. (1994). Customer Loyalty Toward and an Integrated Conceptual Framework. Journal of th Academy of Marketing Science, 22(2), pp.99-113.
Dabholkar, P. A., Thorpe, D. I., and Rentz, J. O. (1995). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of marketing Science, 24(1), 3-16.
Czepiel, J. A. and Gilmore, R. (1987). Exploring the concept of loyalty in service. in The Service Challenge: Integrating for Competitive Advantage, C. Congram, JA Czepiel, and J. Shanahan, eds. Chicago: American Marketing Association.
Czepiel, J. A. (1990). Service Encounters and service relationships: Implications for Research. Journal of Business Research, 20(1), pp.13-21.
Cronin, J. J. and Taylor, S. A. (1992). Measuring sevice quality: A reexamination and extension. Journal of Marketing, 56(3), pp.55-68.
Cronin, J. J. and Taylor, S. A. (1992). Measuring service quality : A Reexamination and Extension. Journal of Marketing, 56(7), pp.55-68.
Christian Gr nroos. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), pp.36-44.
Chaganti, R., Cook, R. G., and Smeltz, W. J. (2002). Effects of styles, strategies, and systems on the growth of small businesses. Journal of Developmental Entrepreneurship, 7(2), pp.175.
Brown, T. J., Churchill, G. A., and Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1), pp.127-139.
Brady, M. K. and Cronin, J. J. (2001).Some new thoughts on conceptualizing percived service quality: A hierarchical approach. Journal of Marketing, 65(3), pp.34-49.
Brady & Cronin 3차원 모형을 이용한 한국 주요 항만의 서비스 품질 평가와 시사점
Baker, Julie and Charles W Lamb, Jr. (1994). Measuring Architectural Design Service Quality. Journal of Professional Services Marketing, 10(1), pp.89-106.
Anderson, James C, and Narus, James. (1990). A Model of distributor firm and Manufacturer firm Working Partnerships. Journal of Marketing, 54(1), pp.42-58.
