호텔 레스토랑의 서비스품질에 의한 고객만족 및 브랜드 인지가 전환비용과 고객충성도에 미치는 영향에 관한 연구 = A Study on Service Quality Customer Satisfaction Brand Recognize and Switching Cost of Customer Loyalty in Hotel Restaurant

참고문헌 (Reference)

1 Reichheld, Frederick F., "Zero defections: Quality comes to services" 68 : 105-111, 1990

2 Westbrook, Robert A., "The dimensionality consumption emotion patterns and consumer satisfaction" 18 : 84-91, 1991

3 Zeithaml, Valarie, A, "The behavioral consequences of service quality" 60 (60): 31-46, 1996

4 Kang, Bo. Hyeon, "The Market Orientation's Effect on the Performance" 13 (13): 9-, 2008

5 Fornell, Claes, "The American customer satisfaction index: Nature, purpose, and findings" 7-18, 1996

6 Jones, Michael A., "Switching barriers and rep 76 (2urchase intentions in service)" 259-274, 2000

7 Oliver,Richard L., "Satisfaction: A Behavioral Perspective on the Consumer. Boston: Irwin McGraw-Hill. -Minus-Expectations Measurement of Service Quality" 58 : 127-, 1997

8 Macintosh, Gerrard, "Retail relationships and store loyalty: A multi-level perspective" 5 : 487-497, 1997

9 Crosby, Lawrence A., "Relationship quality in service selling: An interpersonal influence perspect" 54 (54): 68-81, 1990

10 Patterson, Paul G., "Relationship benefits in service industries: A replication in a southeast asian context" 15 (15): 425-443, 2001

11 Gwinner, Kevin P., "Relational benefits in services industries: The customer's perspective" 26 (26): 101-114, 1998

12 Plank, Richard E., "Perceived trust in business-to-business sales: A new measure" 19 (19): 61-71, 1999

13 Tse, David K., "Model of consumer satisfaction formation: An extension" 25 : 204-212, 1988

14 Aaker, "Measuring Brand Equity Across Products and Markes" 38 : 102-120, 1986

15 Oliver, Richard L., "Measurement and evaluation of satisfaction process in retail setting" 57 : 1981

16 Bowen John T., "Loyalty: A strategic commitment" 39 (39): 12-25, 1998

17 Jacoby, Jacob, "Intormation Acquisition Behavior in Brand Choice situations" 3 (3): 209-216, 1977

18 Park, C, Whan, "Familiarity and Its Impact on Consumer Biases and Heuristics" 8 : 223-230, 1981

19 Bitner, Mary Jo, "Evaluating service encounters: The effects of physical surroundings and employee responses" 54 : 69-82, 1990

20 Betuman. James R., "Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis" 7 : 234-248, 1980

21 Iacobucci, Dawn, "Distinguishing service quality and customer satisfaction: The voice of the consumer" 4 (4): 277-303, 1995

22 Fornell, Claes, "Defensive marketing strategy by customer complaint management: A theoretical analysis" 24 : 337-346, 1987

23 Keaveney, S. M, "Customer switching behavior in service industries: An exploratory study" 59 (59): 71-82, 1995

24 Dick, Alan S., "Customer loyalty: Toward an Integrated conceptual framework" 22 : 99-113, 1994

25 Oliver, "Consumer perceptions of interpersonal equity and satisfaction in transactions: A field approach" 53 : 21-35, 1989

26 Betuman, James R., "An Information Procesing Theory of Consumer Choice. Reading" Addison Wessley Publishing Company 1979

27 Rossiter, John R., "Advertising and Promotion Management" McGraw-Hill Book Company 1987

28 Yoo, Shi Jung, "A study on the effects of leadership and followership on empowerment and job attitude of employer and service quality in service firms" 9 (9): 124-, 2008

29 Fornell, Claes, "A national customer satisfaction barometer: The swedish experience" 55 : 1-21, 1992

30 Carpenter, Gregory S., "A model of marketing mix, brand switching, and competition" 22 : 318-329, 1985

31 Oliva, Terence A., "A catastrophe model for developing service satisfaction strategies" 46 : 83-95, 1992