첨단산업재의 서비스 품질 선행요인과 결과에 관한 연구 = A Study on the Antecedents and Consequences of Business-to-Business Service Quality in the High-Technology Industry

참고문헌 (Reference)

1 "패스트푸드 프랜차이지의 서비스품질과 고객만족 및 재구매 의도에 관한 인과관계 연구" 33 (33): 1711-1733, 2004

2 "판매접점에서 서비스품질의 욕구위계모델에 관한 연구" 6 (6): 1-16, 2004

3 "제 3세대 실리콘 화학" 자유아카데미. 1997

4 "서비스 품질의 측정과 기대효과에 대한 재고찰 : KS-SQI 모형의 개발과 적용" 16 (16): 1-26, 2001

5 "서비스 제공자 품질이 재구매와 구전의도에 미치는 영향" 23-59, 1999

6 "서비스 애호도와 의사애호도가 재구매의도에 미치는 영향에 관한 연구" 12 (12): 53-74, 2001

7 "구매상황에 따른 산업재 구매행동에 관한 실증연구" 14 (14): 1-19, 1999

8 "고객만족도 측정방법론과 전략적 활용" 18 (18): 113-132, 2003

9 "” Journal of Marketing" 6-22, 1992

10 "and Consumers' Perception of Quality Journal of Marketing" 254-64, 1993

11 "Understanding Customer Quality Requirements : Model and Application," 28 : 119-130, 1999

12 "Trust and Commitment Influences on Customer Retention : Insights from Business-to-Business Services" 58 : 126-140, 2005

13 "The Use of Pledges to Build and Sustain Commitment in Distribution Channels Journal of Marketing" 199218-34.

14 "The Importance of Intangible Attributes" 43-53, 1989

15 "The Different Roles of Satisfaction Trust ,and Commitment in Customer Relationships" 63 : 70-87, 1999April

16 "The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing" 20-39, 1994

17 "The Behavioral Consequences of Service Quality" 60 : 32-47, 1996April

18 "Structural Equation Modeling in Practice A Review and Recommended Two Step Approach" 411-23, 1988

19 "Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchcial Approach" 65 : 34-49, 2001

20 "Service Quality 연구의 흐름과 전망" 13-35, 2003

21 "Service Quality and Marketing Performance in Business-to-Business Markets : Exploring the Mediating Role of Client Satisfaction" 14 (14): 235-248, 2004

22 "Service Quality and Customer Retention : Building Long-term Relationships" 38 (38): 1577-1598, 2004

23 "Service Quality Dimensions : An Examination of Grö;nroos's Service Quality Model" 14 (14): 266-277, 2004

24 "Service Management and Marketing : A Customer Relationship Management Approach," Wiley, New York, NY. 2000

25 "Return on Quality(ROQ) : Making Service Quality Financially Accountable," 59 (59): 58-70, 1995

26 "Multivariate Data Analysis" Prentice Hall. 1995

27 "Journal of Marketing" 11-27, 1987

28 "Journal of Marketing" 55-68, 1992

29 "Insights and Managerial Implications From the Frontier New Directions in Theory and Practice. Roland T. Rust and Richard L. Oliver" Sage Publications 1-19, 1994

30 "Industrial Buying in High-Tech Market" 293-298, 1986

31 "European Journal of Marketing" 18. (18.): 36-44, 1984

32 "EEffect of Expectation and Disconfirmation on Post-expense Product Evaluations: An Alternative Interpretation," 62 (62): 480-, 1997

33 "Determinants of Long-Term Orientation in Buyer-Seller Relationships Journal of Marketing" 1-19, 1994

34 "Customer Perceptions of Price A Means End Model and Synthesis of Evidence Journal of Marketing" 2-22, 1988

35 "Buyer Perceived Service Quality in Industrial Networks" 24 : 109-121, 1995

36 "Business-to-Business Selling Determinants of Quality" 27 : 51-62, 1998

37 Kelly, "Antecedents to Customer Expectation for Service Recovery. Journal of Academy of Marketing Science" 52-67, 1994

38 "Antecedents of Commitment and Trust in Customer-Supplier Relationships in High Technology Markets" 30 : 271-286, 2001

39 "A Typology of Consumer Dissatisfaction Response Styles Journal of Marketing" 57-99, 1990

40 "A Paradigm for Developing Better Measures of Markting Constructs. Journal of Marketing Research" 64-73, 1979

41 "A Multistage Model of Customers' Assessments of Service Quality and Value Journal of Consumer Research" 275-284, 1991

42 "A Multiple-Item Scale for 'Measuring Consumer Perceptions of Service Quality Journal of Retailing" 12-40, 1988

43 "A Measure of Service Quality for Retail Stores" 24 : 3-16, 1996Winter

44 "A Conceptual Model of Service Quality and its Implications for Future Research Journal of Marketing" 41-50, 1985