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2 심상철, "의료서비스 품질, 재이용의도, 구전효과 사이의 인과관계 모형연구-종합전문병원과 전문병원을 중심으로" 17 (17): 1485-1512, 2004
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5 이용기, "고객접점 종업원의 친 사회적 행위에 대한 고객지각이 종업원 서비스품질 평가 고객만족과 고객의 자발적 행위에 미치는 영향" 16 (16): 105-125, 2001
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