국적 항공사 서비스품질요인이 외국인 고객만족에 미치는 영향에 관한 연구

참고문헌 (Reference)

1 "항공운송관리론" 백산출판사 1997

2 "항공서비스 산업의 본질과 이해에 관한 접근 국방경제연구" 111-129, 1993

3 "종업원만족이 서비스품질에 미치는 영향" 5 (5): 159-177, 2004

4 "우리나라 항공사의 운송서비스에 대한 비즈니스 해외여행객의 만족도 에 관한 실증적 연구" (8) : 35-48, 1998

5 "소비자 구전커뮤니케이션에 관한 연구 광고 연구" 법문사 235-259, 1987

6 "소비자 구전커뮤니케이션에 관한 연구" 235-259, 1995

7 "서비스품질의 구성요인과 고객만족에 관한 연구" 중앙대학교 대학원 1997

8 "고객의 서비스품질보증행동 요인들에 대한 만족도가 불평 및 구전에 미치는 영향" 2001

9 "and Attribute Bases of The Satisfaction Response Journal of Consumer Research" 356-364, 1993

10 "Word of Mouth Effects on Short-term and Long-term Product judgments" 32 : 213-221, 1995

11 "Toward an Concept of Domesticated Markets" 43 : 69-75, 1997

12 "The Indirect Effects of Marketing Efforts Journal of Advertising" 31-39, 1992

13 "The Geography of Thought" Simom & Schuster Inc 2003

14 "The Effects of Perceived Justice on Complaints's repatronage Intentions and Negative Sord of Mouth Behavior Journal of consumer Satisfaction" 74-80, 1994

15 "The Differential Impact on Abstract vs Concrete Information on Decision" 3 (3): 258-271, 1997

16 "The Art of Marketing Quality certain New York American Liberty" 1979

17 "Selected Determinants of Consumer satisfaction and Complaint Report Journal of Marketing Research" 21-28, 1983

18 "SERVQUAL A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality Journal of Retailing" 12-40, 1988

19 "Reconcilin Performancd-based and Perception-Expectations Measurement of Service Quality Journal of Marketing" 125-132, 1994

20 "Reassessment of Expectation as a Comparison Standard in Measuring Service Quality Impications for Future Research Journal of Marketing" 111-124, 1994

21 "Performance Evaluation & Customer's Perception of Quality Journal of Marketing" 199318-34

22 "Model of Comsumer Satisfaction Journal of Marketing Research" 204-212, 1988

23 "Marketing Tools for Thinking" Oxford University Press 17-30, 2002

24 "Marketing Management : The Millennium Edition" Prentice-Hall Inc 2000

25 "Journal of Marketing" 55-68, 1992

26 "European Journal of Marketing" 77-94, 1982

27 "Establishing a measure of airline preference for business and nonbusiness travelers" 22-27, 1984

28 "Dimensions of brand personality" 34 : 347-356, 1997

29 "An Alternative to the Disconfirmation of Expectations Theory of Consumer satisfaction in Advances in Comsumer Research Association for Consumer" 1983

30 "A Conceptual Model of 국적 항공사 서비스품질요인이 외국인 고객만족에 미치는 영향에 관한 연구서비스경영학회지 제7권 제1호 2006년 3월 167Service Quality and It`s Implications for Future Research Journal of Marketing" 44-61, 1985

31 "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions Journal of Marketing Research" 460-469, 1980

32 "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions In Advances In Services Marketing and Management" 1993