UNDERSTANDING SERVICE QUALITY: A MULTIDIMENSIONAL SCALING APPROACH

참고문헌 (12)

1. "An Empirical Assessment of the SERVQUAL Scale", pp.24~
2. "Consumer Perceptions of Service Quality An Assessment of the SERVQUAL Dimensions Journal of Retailing", pp.33~55 (1990)
3. "An Investigation into Determinants of Customer Satisfaction", 24, pp.1982~
4. "Journal of Marketing", pp.55~68 (1992)
5. "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", pp.460~469 (1980)
6. "Response Determinants in Satisfaction Judgments", pp.14~
7. "A Framework for the Formation and Structure of Consumer Expectations Journal of Economic Psychology", pp.469~499
8. "A Conceptual Model of Service Quality and Implications for Future Research Journal of Marketing", pp.41~50 (1985)
9. "A Multiple Item Scale for Measuring Customer Perceptions of Service Quality Journal of Retailing", pp.12~40 (1988)
10. "Introduction to multidimensional scaling" (1981), Academic Press
11. "Consumer Satisfaction as a Process", 1990, pp.7~
12. "A critical review of consumer satisfaction. In V.A. Zeithaml Review of Marketing", pp.68~123 (1990)

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