공항 대기 과정에서 경험하는 환경적 요소가 서비스 품질 및 고객만족에 미치는 영향
이청림
2018년
' 공항 대기 과정에서 경험하는 환경적 요소가 서비스 품질 및 고객만족에 미치는 영향' 의 참고문헌
-
인천공항 개항과 보완과제김현주 [2001]
-
서비스품질 연구에 관한 종합적 고찰: 최근 10년(2004∼2013)의 연구를 중심으로이유재 [2014]
-
대기시간이 서비스품질평가에 미치는 영향박유식 [2000]
-
고객만족 연구에 관한 종합적 고찰이유재 [2000]
-
Zero Defections : Quality Comes to ServicesReichheld, F. F. [1990]
-
Waiting for Service : The Relationship between Delays and Evaluations of ServiceTaylor, S. [1994]
-
Waiting Time and Decision Making: Is Time Like Money?Leclerc, F. [1995]
-
Time and Consumer BehaviorZakay, D. [1991]
-
The Service EncounterMaister, D. [1985]
-
Subjective vs Objective Time Measure: A Note on the Perception of Time in Consumer BehaviorHornik, J. [1984]
-
Studies in Time PerceptionGilliland, A [1946]
-
Some new thoughts on conceptualizing perceived service quality : a hierarchical approachBrady, M. K. [2001]
-
Selected determinants of consumer satisfaction and complaint reportBearden, W. O [1983]
-
SERVQUAL : A Multiple－Item Scale for Measuring Consumer Perceptions of Service QualityParasuraman, A. [1988]
-
Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior InterfaceGrönroos, Christian [1990]
-
Product/consumption based Affective Response and Post-Purchase ProcessesWestbrook, R. A. [1987]
-
Perspectives on Queues: Social Justice and the Psychology of QueuingLarson, R. C. [1987]
-
Passengers' Expectations of Airport Service QualityFodness, D. [2007]
-
On the Evaluation of Structural Equation ModelsBagozzi, R. P. [1988]
-
Methodology for Planning and Operations Management of Airport Terminal FacilitiesMumayiz, S.A. [1986]
-
Keeping an eye on the mirror: Image and identity in organizational adaptationDutton, J. E. [1991]
-
Impact of Waiting Attribution and Consumer’s Mood on Perceived QualityChebat, J. C. [1995]
-
How Does Waiting Duration Information Influence Customers’ Reactions to Waiting for Services?Hui, M. [1996]
-
Framework for Evaluating the Customer Wait ExperienceMcGuire, K. A. [2010]
-
Feeling Thermometers Versus 7-Point ScalesAlwin, D. [1997]
-
Examining Airline service quality from a process perspectiveChen, F. Y. [2005]
-
Evaluation of Transportation Level of Service Using Fuzzy SetsNdoh, N. N. [1994]
-
Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorFornell, C. [1981]
-
Evaluating Passenger Services of Asia-Pacific International AirportsYeh, Chung-Hsing [2003]
-
Effects of waiting on the satisfaction with the service : Beyond objective time measuresPruyn, A. [1998]
-
Differentiation as a Basis for Explaining Customer SatisfactionFornell, Claes [1993]
-
Customer Service: A Waiting GameScotland, R. [1991]
-
Compatibility Management, Customer-to-Customer Relations hips in Service EnvironmentsMartin, C. L. [1989]
-
Airportrestaurant Service Quality in Hong Kong: An Application of SERVQUALHeung, V. C. S. [2000]
-
A conceptual model of service quality and its implications for future researchParasuraman, A. [1985]
-
A cognitive model of the antecedents and consequences of satisfaction decisionsOliver, R. L. [1980]
-
A Service Quality Model and its Marketing ImplicationsGrönroos, Christian [1984]
-
A National Customer Satisfaction Barometer : The Swedish ExperienceFornell, Claes. [1992]
-
A Measure of Service Quality for Retail StoresDabholkar, Pratibha A. [1996]
-
A Global Index for Level of Service Evaluation at Airport Passenger TerminalsCorreia, A. R. [2008]
-
A Framework for Evaluating level of Service for Airport TerminalsMuller, Carlos [1991]