한국 변호사 서비스품질 평가에 관한 연구

목차 (Table of Contents)

• 요약
• Ⅰ. 서론
• Ⅱ. 서비스품질에 관한 이론적 고찰
• Ⅲ. 조사설계 및 분석방법
• Ⅳ. 분석결과
• Ⅴ. 전략적 시사점 및 결론
• 참고 문헌
• Abstract

참고문헌 (Reference)

1 "항공사 여승무원의 외적용모 품질 구성요인과 고객만족 및 서비스 재이용의도에 관한 연구" 16 (16): 2511-2528, 2003b

2 "항공사 서비스 품질 측정방법의 비교연구" 31 (31): 36-54, 2003c

3 "한국패스트푸드점 서비스품질 측정에 있어서 SERVQUAL과 SERVPERF 측정 비교 연구" 19 (19): 59-73, 2002

4 "인천국제공항의 서비스품질 평가에 관한 연구" 32 (32): 983-999, 2003a

5 "국제공항 서비스품질 측정도구 개발에 관한 연구" 32 (32): 63-, 2004

6 "공항이용객과 항공사종사자간 김포국제공항 서비스 품 질 평가와 만족에 관한 연구" 14 (14): 277-295, 2001

7 "http://www.lawtimes.co.kr/news/news.asp?serial=8952&kind=s"

8 "http://www.lawtimes.co.kr/news/news.asp?Serial=8952&Kind=S"

9 A, "Strategic Positioning on the Dimensions of Service Quality Advances in Service in Marketing and Management" JAI Press 2 : 207-228, 1993

10 Parasuraman,A, "SERVQUAL A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality" spring : 12-40, 1988b

11 Cronin,J. Joseph,Jr, "SERVPERF Versus SERVQUAL Reconciling Performance-Based Perceptions -Minus-Expectations Measurement of Service Quality" january : 125-131, 1994b

12 Parasuraman,A, "Refinement and Reassessment of the SERVQUAL Scale" 67 : 420-452, 1991

13 A, "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality Implications for Further Research Journal of Marketing" 111-124, 1994

14 Parasuraman,A, "Problems and Strategies in Service Marketing" 49 : 34-35, 1985

15 "Measuring Service Quality:A Reexamination and Exention" 58 : 55-68, 1992

16 Cronin,J. Joseph, "Measuring Service Quality A Reexamination and Extension" 55-68, 1994a

17 "Consumer Perception of Service Quality An Assessment of the SERVQUAL Dimensions Journal of Retailing" 33-55, 1990

18 Parasuraman,A, "Communication and Control Precesses in the Delivery of Service Quality" 52 : 35-48, 1998a

19 Oliver, "A Conceptual Model of Service Quality and Service Satisfaction Advances in Service in Marketing and Management" JAI Press 65-85, 1993