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1 권영훈, "서비스품질속성 인식의 역동성에 대한 품질보증의 역할에 관한 연구" 8 (8): 29-55, 2007
2 "경향신문 (2006), 11월 2일자 15면"
3 Eullerton, G., "When does commitment lead to loyalty?" 5 (5): 333-344, 2003
4 Martensen, A., "Using employee satisfaction measurement to improve people management: an adaption of Kano’s quality types" 12 (12): 949-957, 2001
5 Anderson, E., "The use of pledges to build and sustain commitment in distribution channels" 29 : 18-34, 1992
6 Bansal, H., "The service switching model(SSM): a model of switching behavior in service industries" 2 (2): 200-218, 1999
7 Fullerton, G., "The service quality-loyalty relationship in retail services: does commitment matter" 12 (12): 99-111, 2005
8 Yang, C. C., "The refined Kano's model and its application" 16 (16): 1127-1137, 2005
9 Allen N. J., "The measurement and antecedents of affective, continuance and normative commitment to the organization" 63 : 1-18, 1990
10 Garbarino, E., "The different roles of satisfaction, trust and commitment in customer relationships" 63 (63): 70-87, 1999
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