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1 "지각된 서비스 품질의 결정과정 : 판단이론적 시각" 1 (1): 139-154, 1997
2 "인과분석을 위한 연구 방법론" 무역경영사 2002
3 "의료서비스품질이 진료가치와 환자만족에 미치는 영향에 관한 연구 : 대형 종합병원을 중심으로" 16 (16): 117-139, 2006
4 "서비스품질과 서비스가치" 77-9,
5 "서비스가치를 적용한 국내 택배산업의 고객만족 전략연구" 6 (6): 75-99, 2004
6 "병원 웹사이트 서비스품질이 서비스가치와 고객만족에 미치는 영향" 7 (7): 2006
7 "e-Satisfaction : An Initial Examination" 6 (6): 309-322, 2000
8 "e-SERVQUAL : 인터넷 서비스품질의 소비자평가측정도구" 17 (17): 73-95, 2002
9 "and Customers' Perceptions of Quality Journal of Marketing" 1993pp.18-34.
10 "Towards Successful E-Business Strategies : A Hierarchy of Three Management Models" 18 (18): 721-747, 2002a
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