1 김형순, "서비스 품질 개선방법에 관한 고찰 및 연구 제안" 25 : 65-83, 1998
2 "서비스 생산관리" ^경문사 3-5, 1999
3 "서비스 마케팅" 형설출판사 305-307, 1999
4 서비스 경영연구회, "서비스 경영" 한경사 139-142, 2002
5 "“Growth Strategies for Service Firms" 1 : 7-22, 1980
6 "Survey Timing and Consumer Perceptions of Service Quality : The Dive Tour Operator Perspective" 11 (11): 41-50, 2001
7 "Services Marketing" McGraw-Hill. 1997
8 "Service Positioning through Structural Change Journal of Marketing" 51 : 36-, 1987
9 "Service Management : Operations Strategy and IT" McGraw-Hill 25-27, 1998
10 "Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing" 67 : 420-450, 1991
1 김형순, "서비스 품질 개선방법에 관한 고찰 및 연구 제안" 25 : 65-83, 1998
2 "서비스 생산관리" ^경문사 3-5, 1999
3 "서비스 마케팅" 형설출판사 305-307, 1999
4 서비스 경영연구회, "서비스 경영" 한경사 139-142, 2002
5 "“Growth Strategies for Service Firms" 1 : 7-22, 1980
6 "Survey Timing and Consumer Perceptions of Service Quality : The Dive Tour Operator Perspective" 11 (11): 41-50, 2001
7 "Services Marketing" McGraw-Hill. 1997
8 "Service Positioning through Structural Change Journal of Marketing" 51 : 36-, 1987
9 "Service Management : Operations Strategy and IT" McGraw-Hill 25-27, 1998
10 "Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing" 67 : 420-450, 1991
11 "Operations Management in Service Industries and the Public Sector" 1985
12 "Journal of Marketing" 55-68, 1992
13 "European Journal of Marketing" 18 (18): 40-, 1984
14 "Consumer Perceptions of Price Quality and Value A Means-End Model and Synthesis of Evidence Journal of Marketing" 52. : 1988
15 "A Conceptual Model of Service Quality and Its Implications for Future Research Journal of Marketing" 49 : 41-50, 1985