소매은행에서 서비스품질이 관계품질에 미치는 영향과 관계품질과 고객애호도 관계구조에서 전환비용의 조절효과

참고문헌 (Reference)

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3 이용기, "지각된 지각된 은행 선택속성이 고객만족에 미치는 영향: 유지고객과 전환고객의 차이 분석" 한국전략마케팅학회 14 (14): 45-73, 2005

4 방호열, "인스턴트 메신저 서비스의 서비스 품질, 전환장벽, 고객만족도가 고객충성도에 미치는 영향에 관한 연구" 한국마케팅관리학회 10 (10): 1-28, 2005

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6 유한주, "은행산업의 서비스품질 경쟁전략과 전환장벽에 관한 연구, 국내 은행 이용고객을 중심으로" 33 (33): 55-74, 2005

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