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9 "The Effects of Brand and Price Information of Subjective Product Evaluations" (12) : 85-90, 1985
10 "The Commitment-Trust Theory of Relationship Marketing" (58) : 20-38, 199407
1 Service Quality, "and the Economic Worth of Customers: What We Know and What We need to Learn" 67-85, 2000
2 "Zero Defections: Quality Comes to Services" 105-111, sep.-oct1990
3 "The Social Psychology of Groups" 1959.
4 "The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels" 52 (52): 20-35, 1988
5 "The Real Value of On-Line Communities" 134-141, 1996
6 "The Nature of Customer Value: An Axiology of Services in the Consumption Experience" 21-71, 1994
7 "The Loyalty Effect: The Hidden Force Behind Growth" 2000.
8 "The Effects of Satisfaction and Structural Constraints on Retailer Exiting Journal of Retailing" 320-352,
9 "The Effects of Brand and Price Information of Subjective Product Evaluations" (12) : 85-90, 1985
10 "The Commitment-Trust Theory of Relationship Marketing" (58) : 20-38, 199407
11 "The American Customer Satisfaction Index: Nature, Purpose and Findings" 60 : 7-18, 1996
12 "Should I Stay or Should I Go? A Dependence Model of Breakups" 62 (62): 62-87, 1992
13 "Satisfaction and Repurchase Intentions in the Service Industry: The Moderating Influence of Switching Barriers" University of Alabama 1998
14 "Relationship Marketing in Consumer Markets: Antecedents and Consequences" 23 (23): 255-271, 1995
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16 "Measuring Service Quality: A Reexamination and Extension" 56 : 55-68, 1992
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26 "Customer Value: The Next Source for Competitive Advantage" 25 : 135-153, 1997
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35 "An Investigation into the Determinants of Customer Satisfaction" 19 : 491-504, 1982
36 "An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumer's Purchase Intentions" 70 (70): 163-178, 1994
37 "A National Customer Satisfaction Barometer: The Swedish Experience" 56 : 6-21, 1992
38 "A Model of Contextual Antecedents and Exchange Outcomes of Customer Value: And Empirical Investigation into the Catalog and Internet Shopping Context" 1997
39 "A Measure of Service Quality for Retail Store: Scale Development and Validation" 24 (24): 3-16, 1996
40 "A Longitudinal Test of the Investment Model: The Impact on Job Satisfaction Job Commitment & Turnover of Variation in Rewards Journal of Applied Psychology" 429-438, 1983
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45 "2003년 하반기 정보화 실태 조사, Satisfaction, Market Share and Profitability: Findings from Sweden" 한국인터넷 정보센터 2003
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