1 이유재, "서비스산업의 현황에 대한 실증연구" 7 (7): 129-157, 1996
2 라선아, "서비스 충성도 형성의 이중경로 모형- 내재적 경로와 외재적 경로의 상대적 영향력 비교를 중심으로" 한국마케팅학회 20 (20): 19-56, 2005
3 이유재, "서비스 공정성이 고객불량행동에 미치는 영향에 관한 연구부정적 감정과 고객몰입의 매개효과" 한국마케팅학회 19 (19): 185-210, 2004
4 신창훈, "백화점고객의 소비자만족에 미치는 선행요인 및 사후행동에 관한 연구" 1 (1): 32-50, 1999
5 이유재, "구매 후 만족도 평가, 기대의 조정, 재구매 의도의 흐름에 관한 연구 : 고객충성도의 조절효과를 중심으로" 한국소비자학회 13 (13): 51-78, 2002
6 김상현, "고객재구매의도 결정요인에 관한 연구:고객가치, 고객만족, 전환비용, 대안의 매력도" 한국마케팅학회 17 (17): 25-55, 2002
7 박상준, "고객만족지수와 기업성과" 한국마케팅학회 18 (18): 19-50, 2003
8 이유재, "고객만족이 기업의 수익성과 가치에 미치는 영향" 한국마케팅학회 21 (21): 85-113, 2006
9 이유재, "고객만족의 결정변수에 대한 이론적 고찰" 28 (28): 91-123, 1994
10 이학식, "고객만족도 측정 : NCSI와 KCSI의 평가와 새로운 지수개발 방안" 한국마케팅학회 20 (20): 137-160, 2005
11 이유재, "고객만족 연구에 관한 종합적 고찰" 11 (11): 139-166, 2000
12 조광행, "고객만족 및 전환장벽이 점포애호도에 미치는 효과에 관한 연구" 14 (14): 47-71, 1999
13 이유재, "고객가치를 경영하라" 21세기북스 2007
14 Reichheld, Frederick F., "Zero Defections: Quality Comes to Services" 68 (68): 105-111, 1990
15 Liu, Yong, "Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue" 70 : 74-89, 2006
16 Jones, Thomas O., "Why Satisfied Customers Defect" 73 : 88-99, 1995
17 Oliver, Richard L., "Whence Consumer Loyalty?" 63 : 33-44, 1999
18 Suh, Jung-Chae, "When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product Involvement" 16 (16): 142-155, 2006
19 Godes, David, "Using Online Conversations to Study Word-of-Mouth Communication" 23 (23): 545-560, 2004
20 Griffin, Abbie, "The Voice of the Customer" 12 : 1-27, 1993
21 Heskett, James L., "The Service Profit Chain" Free Press 1997
22 Hallowell, R., "The Relationship of Customer Satisfaction, Customer Loyalty and Profitability : An Empirical Study" 7 (7): 27-42, 1996
23 Bowen, John T., "The Relationship between Customer Loyalty and Customer Satisfaction" 13 (13): 213-217, 2001
24 Zeithaml, Valerie A., "The Nature and Determinants of Customer Expectation of Service" 21 : 1-12, 1993
25 Reinartz, Werner, "The Mis-Management of Customer Loyalty" 86-94, 2002
26 Reichheld, Frederick F., "The Loyalty Rules" Harvard Business School Press 2001
27 Reichheld, Frederick F., "The Loyalty Effect" Harvard Business School Press 1996
28 Narayandas, Narakesari, "The Link Between Customer Satisfaction and Customer Loyalty: An Empirical Investigation" Harvard Business School 1996
29 Edvardsson, Bo, "The Effects of Satisfaction and Loyalty on Profits and Growth : Products versus Services" 11 (11): 917-927, 2000
30 Gustafsson, Anders, "The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention" 69 : 210-218, 2005
31 Gustafsson, Anders, "The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention" 69 : 210-218, 2005
32 Raju, Jagmohan S., "The Effect of Brand Loyalty on Competitive Price Promotional Strategies" 36 (36): 276-304, 1990
33 Yi, Youjae, "The Antecedents of Consumer Satisfaction : The Moderating Role of Ambiguity" 20 : 502-506, 1993
34 Anderson, Eugene W., "The Antecedents and Consequences of Customer Satisfaction for Firms" 12 (12): 125-143, 1993
35 Browne, M. W., "Testing Structural Equation Models" Sage 136-162, 1993
36 Bollen, K. A., "Structural Equations with Latent Variables" Wiley 1989
37 Anderson, James C., "Structural Equation Modeling in Practice: A Review and Recommendation Two-Step Approach" 103 (103): 411-423, 1988
38 Hu, L., "Structural Equation Modeling : Concepts, Issues, and Application" Sage 1995
39 Anderson, Eugene W., "Strengthening the Satisfaction-Profit Chain" 3 : 107-120, 2000
40 Tornow, Walter W., "Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-line Consequences" 14 (14): 105-115, 1991
41 Oliver, Richard L., "Satisfaction: A Behavioral Perspective on the Consumer" McGraw-Hill 1997
42 Mittal, Vikas, "Satisfaction, Repurchase Intent, and Repurchase Behavior : Investigating the Moderating Effect of Customer Characteristics" 38 : 131-142, 2001
43 전인수, "ROCSI: 고객만족투자 과연 효과 있는가?" 한국마케팅학회 20 (20): 65-84, 2005
44 Bagozzi, Richard P., "On the Evaluation of Structural Equation Models" 16 : 74-94, 1988
45 Richins, Marsha L., "Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study" 47 : 68-78, 1983
46 Bagozzi, Richard P., "Multitrait-Multimethod Matrices in Consumer Research" 17 : 426-439, 1991
47 Gustafsson, Anders, "Measuring and Managing the Satisfaction-Loyalty-Performance Links at Volvo" 10 (10): 249-258, 2002
48 Cronin, J. Joseph, Jr., "Measuring Service Quality: A Reexamination and Extension" 56 : 55-68, 1992
49 Storbacka, K., "Managing Customer Relationship Quality" 5 : 21-38, 1994
50 Johnson, Michael D., "Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System" Jossey-Bass 2000
51 Bolfing, Clarie P., "How Do Customers Express Dissatisfaction and What Can Service Marketers Do about It?" 3 (3): 5-23, 1989
52 Yeung, Matthew C.H., "From Customer Satisfaction to Profitability" 8 : 313-326, 2000
53 Hirschmann, Albert O., "Exit, Voice, and Loyalty-Responses to Declines in Firms, Organizations and States" Harvard University Press 1970
54 Walsh, Gianfranco, "Examining Consumer Behavior in the Liberalized German Energy Market-The Influence of Customer Satisfaction on Customer Willingness to Switch Public Utility Companies" 31 : 373-374, 2004
55 Grewal, Rajdeep, "Early-Entrant Advantage, Word-of-Mouth Communication, Brand Similarity, and the Consumer Decision-Making Process" 13 (13): 187-197, 2003
56 Seiders, Kathleen, "Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context" 69 : 26-43, 2005
57 Nelson, Eugene C., "Do Patient Perceptions of Quality Relate to Hospital Financial Performance?" 6-13, 1992
58 Smith, Rodney E., "Determinants of Customer Loyalty and Financial Performance" 16 : 183-205, 2004
59 Dekimpe, Marnik G., "Decline and Variability in Brand Loyalty" 14 : 405-420, 1997
60 Keaveney, Susan M., "Customer Switching Behavior in Service Industries : An Exploratory Study" 59 : 71-82, 1995
61 Anderson, Eugene W., "Customer Satisfaction, Productivity, and Profitability : Differences Between Goods and Services" 16 (16): 129-145, 1997
62 Anderson, Eugene W., "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden" 58 : 53-66, 1994
63 Rust, R., "Customer Satisfaction, Customer Retention, and Market Share" 69 : 193-215, 1993
64 Gruca, Thomas S., "Customer Satisfaction, Cash Flow, and Shareholder Value" 69 : 115-130, 2005
65 Anderson, Eugene W., "Customer Satisfaction and Shareholder Value" 68 : 172-185, 2004
66 Yeung, Matthew C. H., "Customer Satisfaction and Profitability : A Reappraisal of the Nature of the Relationship" 11 (11): 24-33, 2002
67 Szymanski, David M., "Customer Satisfaction : A Meta-Analysis of the Empirical Evidence" 29 (29): 16-35, 2001
68 Birgelen, M., "Commitment in Service Relationships: An Empirical Test of its Antecedents and Consequences" 1255-1271, 1997
69 Jeuland, Abel P., "Brand Choice Inertia as One Aspect of the Notion of Brand Loyalty" 25 : 671-682, 1979
70 Curren, Mary T., "Attributional Influences on Consumers’ Desires to Communicate About Products" 4 : 31-45, 1987
71 Kamakura, Wagner A., "Assessing the Service-Profit Chian" 21 : 294-317, 2002
72 Ittner, Christopher D., "Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction" 36 : 1-35, 1998
73 김계수, "AMOS 구조방정식 모형분석, 개정판" 자유아카데미 2005
74 Fornell, Claes, "A National Customer Satisfaction Barometer:The Swedish Experience" 55 : 1-21, 1992
75 Carpenter, Gregory. S., "A Model of Marketing Mix, Brand Switching, and Competition" 22 : 318-329, 1985
76 Rosenberg, Larry J., "A Marketing Approach for Customer Retention" 1 : 45-51, 1984
77 Bernhardt, Kenneth L., "A Longitudinal Analysis of Satisfaction and Profitability" 47 (47): 161-171, 2000
78 Boulding, William, "A Dynamic Process Model of Service Quality from Expectations to Behavioral Intentions" 30 : 7-27, 1993
79 Bolton, Ruth N., "A Dynamic Model of Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction" 17 : 45-65, 1998
80 Yi, Youjae, "A Critical Review of Consumer Satisfaction" 68-123, 1990
81 Colombo, Richard A., "A Brand Switching Model with Implications for Marketing Strategies : Relaxing the Loyalty Condition in the Colombo/Morrison Model; Commentary; Reply" 8 (8): 89-106, 1989