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1 전재완, "제조기업의 서비스 전략에 대한 서비스품질 요인의 영향에 관한 연구" 5 (5): 93-115, 2004
2 박승환, "의료기관 서비스품질의 기대와 성과 평가" 7 (7): 143-170, 2006
3 원석희, "서비스 품질경영" 형설출판사 2001
4 서창적, "공급 관계 품질 측정을 위한 BSC활용의 효과성에 관한 연구" 30 (30): 79-93, 2002
5 전재완, "경쟁력향상을 위한 성과측정에 관한 실증적 연구" 인하대학교 대학원 1997
6 Regan, W. J., "The service revolution" Journal of Marketing 1963
7 Kaplan, R. S., "The balanced scorecard-measures that drive the performance" Harvard Business Riview 1992
8 O’Neil, M. A., "Survey timing and consumer perceptions of service quality: the dive tour operator perspective" 11 (11): 41-50, 2001
9 Shostack, G. L., "Service positioning through structural change" 51 : 1987
10 Parasuraman, A., "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality" 64 (64): 1988
11 Heskett, J. L., "Putting the service-profit chain to work" Harvard Business Review 1994
12 Bagozzi, R. P., "On the evaluation of structural equation models" 16 : 74-94, 1988
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17 Fornell, C., "Evaluating structural equation models with? unobservable variables and measurement error" 18 : 39-50, 1981
18 Rosenbluth, H., "Customer Comes Second and Other Secrets of Exceptional Service, New York"
19 Kim, J. S., "Competitive priorities, manufacturing objectives, and action plans: constructs and linkages, Working Paper #91-66" Boston University 10-, 1991
20 Olson, T., "Competing in World-class Manufacturing: America’s 21st Century Challenge" Business One Irwin 104-, 1990
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22 Gronroos, C., "An applied service marketing theory" 16 (16): 1982
23 김계수, "AMOS 구조방정식 모형 분석" 한나래 2004
24 Parasuraman, A., "A conceptual model of service quality and its implication for future research" (Fall) : 1985