참고문헌
- 서창적,권영훈; 'LogiPERF를 활용한 소비재 물류 서비스 품질 측정에 관한 연구', 서비스경영학회지, 3(1), 197-219, 2002
- Babakus, E., and Boller, G. W.; 'An empirical assessment of the SERVQUAL scale,' Journal of Business Research, 24, 253-268, 1992 https://doi.org/10.1016/0148-2963(92)90022-4
- Bass, B. M., From Transactional to Transformational Leadership; 'Learning to Share to Vision', Organizational Dynamics, 18(3) winter, 22, 1990
- Bass, B. M.; Leadership and Performance Beyond Expectations, Free Press, 1985
- Bass, B. M., B. J. Avolio, and L. Goodheim, Quantitative Description of World-Class Industrial, Political and Military Leaders, School of Management, SUNY at BingHamton, Working paper 84-76, 12, 1985
- Brossoit; Understanding employee empowerment in the workplace: exploring the relationships between transformational leadership, employee perceptions of empowerment, and key work outcomes, A dissertation of Claremont Graduate University, 2001
- Brown, T. J., Churchill, G. A. and Peter, J. P.; 'Improving the measurement of service quality,' Journal of Retailing, 69, 127-139, 1993 https://doi.org/10.1016/S0022-4359(05)80006-5
- Burns, J. M.; Leadership, New York: Harper and Row, 1978
- Cohen, J, and P. Cohen; Applied multiple regression/correlation analysis for the behavioral science, Hillsdale, New Jersey: Laerence Erlbaum Associates, 1983
- Cronin, Jr., J. J., and S. A. Taylor; 'Measuring Service Quality: A Reexamination and Extension', Journal of Marketing, 56, 55-68, 1992
- Deming, E. W.; Improvement of quality and productivity through action by management, National Productivity Review, 1(1), 12-22, 1981-1982
- Eagly, A. H.; Sex Differences in Social Behavior: A Social Role Interpretation, Hillsdale, NJ: Lawrence Erlbaum Associates, 1987
- Feigenbaum, A. V.; Total Quality Control: Engineering and Management, McGraw-Hill, New York, 1983
- Garvin, D. A.; Managing Quality: The Strategic and Competitive Edge, The Free Press, 1988
- Iacobucci, D., and A. Ostrom; 'Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Service Encounters', Journal of Consumer Psychology, 2(3), 257-286, 1993
- Klous, P. G.; 'Quality Phenomenon: The Conceptual Understanding of Quality in Face to Face Service Encounter', in J. A. Czepiel, et al.(eds.); Managing Employee/ Customer Interaction in Service Business, Lexington Books, 1985
- Lashley, C.; 'Empowerment through involvement: a case study of TGI Fridays restaurants', Personnel Review, 29(6), 791-815, 1999 https://doi.org/10.1108/00483480010297211
- Li, L. X.; 'Relationship Between Determinants of Hospital Quality Management and Service Quality Performance-a Path Analytical Model', Omega, Intl. J. Mgmt Sci., 25(5), 535-545, 1997
- Parasuraman, A., V. A. Zeithaml, and L. L. Berry; 'SERVQUAL : A Multi-Item Scale for Measuring Consumer Perception of Service Quality', Journal of Retailing, 64, 13-30, 1988
- Pittle, R. D.; 'Product Quality: Who decides it?', Proceedings of the 30th Annual Conference of the American Council of Consumer Interest, Atlanta, Georgia, 1984
- Price, J. L. & Mueller, C. W.; Absenteeism and Turnover of Hospital Employees, Greenwich, CT : JAI Press, 1986
- Pulkkinen, L.; 'Female and Male Personality Styles: A Typological Developmental Analysis', Journal of Personality and Social Psychology, 70, 1288-1306, 1996 https://doi.org/10.1037/0022-3514.70.6.1288
- Tansky, J. W.; 'Justice and Organizational Citizenship Behavior: What is the Relationship?', Employee Responsibility and Rights Journal, 6(3), 195-207, 1993 https://doi.org/10.1007/BF01419444
- Teas, R. K.; 'Expectation as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment', Journal of Marketing, 58, 132-139, 1994 https://doi.org/10.2307/1252257
- Tichy, N. M. & M. A Devanna; 'The Transformational Leadership', Training and Development Journal, July, 27-32, 1986
- Trice, H. M., and J. M. Beyer; 'Charisma and Its Routinization in Two Social Movement Organizations', Research in Organization Behavior, Greenwich, CT:JAI Press, 113-164, 1986
- Waldman, D. A., and Bernard M. Bass; 'Adding to Leader and Follower Transactions : The Augmenting Effect of Transformational Leadership', School of Management, SUNY at Binghamton, Working paper 86-109, 1986