항공사의 인지된 서비스품질이 태도, 기대, 가치 및 충성도에 미치는 영향

참고문헌 (Reference)

1 박진영, "항공사의 서비스품질과 고객만족이 충성도에 미치는 영향" 대구대학교 대학원 1999

2 노형진, "한글 SPSS 10.0에 의한 조사방법 및 통계분석" 형설출판사 2001

3 Oliver, "and Attribute Bases of the Satisfaction Response Journal of Consumer Research" 418-430, 1993

4 Oliver,R.L, "Whence Consumer Loyalty" 63 : 33-44, 1999

5 Glenn B Voss, "The roles of price and expectations in determining satisfaction in service exchanges Journal of Marketing" 46-62, 1998

6 in Swartz, "The Nature of Customer Relationships Advances in Services Marketing and Management" JAI Press 141-167, 1995

7 Martensen, "The Drivers of Customer Satisfaction and Loyalty Cross-Industry Findings From Denmark" 8544-8553, 2000

8 Bentler P, "Significance Tests and Goodness-of-fit in the Analysis of Covariance Structures" 588-600, 1980

9 Swanson,S.R, "Service Recovery Attributions and Word-of-Mouth Intentions" 35 (35): 194-211, 2001

10 A, "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality Implications for Future Research Journal of Marketing" 201-230, 1994b

11 Sun, "Quality Standards and Consumer Satisfaction of Restaurant Dining" 1 (1): 59-80, 1995

12 Cronin,J.J, "Measuring Service Quality:A Reexamination and Extension" 56 (56): 55-68, 1992

13 Bojanic,D.C, "Measuring Service Quality in Restaurants:An Application of the SERVQUAL Instrument" 18 (18): -14, 1991

14 Oliver,R.L, "Measurement and Evaluation of Satisfaction Processes in Retail Settings" 57 : 25-48, 1981

15 Service Management, "Managing the Moments of Truth in Service Competition" Lexington Lexington Book 1990

16 Dick, "Journal of the Academy of Marketing Science" 99-113, 1994

17 Bitner, "Journal of Consumer Research" 375-384, 1994

18 Atkins, "Happy Employees Lead to Loyal Patients" 15-23, 1996

19 Anderson, "Findings from Sweden Journal of Marketing" 53-66, 1994

20 Bitner,M.J, "Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses" 54 (54): 69-82, 1990

21 Schmit,M.S, "Employee Attitudes and Customer Satisfaction:Marketing Theoretical and Empirical Connections" 48 : 521-536, 1995

22 Pritchard, "Development of the Psychological Commitment Instrument University of Oregon" 1991

23 Martin,W.B, "Defining what quality service is for you" 26 (26): 32-38, 1986a

24 Woodruff R, "Customer Value The Next Source for Competitive Edge" 25 (25): 139-153, 1997

25 A, "Consumer Perceptions of Price A Means-End Model and Synthesis of Evidence Journal of Marketing" 2-22, 1988

26 Lee, "Consumer Evaluation of Fast-food Services Journal of Services Marketing" 39-52, 1997

27 A, "Communication and Control Processes in the Delivery of Services Quality Journal of Marketing" 35-48, 1988

28 Patterson,P.G, "Choice Criteria in Final Selection of a Management Consultancy Service" 11 (11): 177-187, 1995

29 Sweeney, "An Investigation of a Theoretical Model of Consumer Perceptions of Value School of Management and Marketing Curtin University of Technology" Unpublished Doctoral Dissertation

30 Petrick, "An Examination of the Relationship between Golf Travelers' Satisfaction Perceived Value and Loyalty and their Intention to Revisit" Clemson university 55-56, 1999

31 Hurley, "Alternative Indexes for Monitoring Customer Perceptions of Service Quality A Comparative Evaluation in a Retail Context Academy of Marketing Science Journal" 209-221, 1998

32 김계수, "AMOS 구조방정식 모형분석" SPSS 아카데미 2004

33 Gronroos,Chrstian, "A Service Quality Model and Its Marketing Implications" 18 (18): 36-44, 1984

34 Fornell,C.A, "A National Customer Satisfaction Barometer:the Swedish Experience" 56 (56): 6-21, 1992

35 Bolton, "A Multistage Model of Consumers' Assessments of Service Quality and Value Journal of Consumer Research" -384, 1991

36 Bolton,R.N, "A Multistage Model of Consumers' Assessments of Service Quality and Value" 17 (17): -384, 1991

37 Johnson, "A Framework for Comparing Customer Satisfaction across Individuals and Product Categories Journal of Economic Psychology" 267-286, 1991

38 Oliver,Richard L, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions" 17 (17): 460-468, 1980

39 Oliver, "A Behavioral Perspective on the Consumer" McGraw Hill 1996