참고문헌
- Ambler, T. and Kokkinaki, F.(1997), 'Measures of Marketing Success,' Journal of Marketing Management, Vol. 13, pp. 665-678 https://doi.org/10.1080/0267257X.1997.9964503
- Anderson, E. W., Fornell, C., and Lehmann, D. R.(1993), Economic Consequences of Providing Quality and Customer Satisfaction, Working Paper, MSI Report No. 93-112, Marketing Science Institute, Cambridge, Massachusetts
- Anderson, E. W., Fornell, C., and Rust, R. T.(1997), 'Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services,' Marketing Science, Vol. 16, No.2, pp. 129-145 https://doi.org/10.1287/mksc.16.2.129
- Anderson, E. W. and Mittal, V.(2000), 'Strengthening the Satisfaction-Profit Chain,' Journal of Service Research, Vol. 3, No.2, pp. 107-120 https://doi.org/10.1177/109467050032001
- Barber, L., Hayday, S., and Bevan, S.(1999), From People to Profits, Report 355, The Institute for Employment Studies, Brighton, UK
- Brooks, R.(2000), 'Why Loyal Employees and Customers Improve the Bottom Line,' The Journal for Quality & Participation, March/April, pp. 40-44
- Bryman, A.(1992), Charisma and Leadership in Organizations, Sage, London
- Bycio, P., Hackett, R. D., and Allen, J. S.(1995), 'Further Assessment of Bass's (1985) Conceptualization of Transactional and Transformational Leadership,' Journal of Applied Psychology, Vol. 80, pp. 468-478 https://doi.org/10.1037/0021-9010.80.4.468
- Chin, W. W.(1998), 'The Partial Least Squares Approac to Structural Equation Modelling,' in Marcoulides, G.A. (Ed.), Modern Methods for Business Research (pp. 295-336), Lawrence Erlbaum Associates, Mahwah, New Jersey
- Cooper, R. G.(1990), 'Stage-Gate Systems: A New Tool for Managing New Products,' Business Horizons, Vol. 33, No.3, May-June
- Cooper, R. G.(1993), Winning at New Products. Accelerating the Process from Idea to Launch, Second Edition, Addison-Wesley Publishing Company, New York
- Cooper, R G.(2001), Winning at New Products. Accelerating the Process from Idea to Launch, Third Edition, Perseus Books, Cambridge, Massachusetts
- Cooper, R. G., Edgett, S. J., and Kleinschmidt, E. J.(2004), 'Benchmarking best npd practices - I,' Research Technology Management, Vol. 47, No.1, Jan/Feb, pp. 31-43
- Cooper, R. G. and Kleinschmidt, E. J.(1991), 'The Impact of Product Innovativeness on Performance,' Journal of Product Innovation Management, Vol. 8, pp. 240-251 https://doi.org/10.1016/0737-6782(91)90046-2
- Dahlgaard, J. J., Kristensen, K., and Kanji, G. K.(1998), Fundamentals of Total Quality Management, Chapman and Hall, London, UK
- Deming, W. E.(2000), The New Economics for Industry, Government, Education, Second Edition, The MIT Press, Cambridge, Massachusetts
- Denison, D. R. and Neale, W. S.(1996), The Denison Leadership Development Survey, Aviat, Ann Arbor, Michigan
- Dess, G. and Robinson, R. B. Jr.(1984), 'Measuring Organizational Performance in the Absence of Objective Measures: The Case of Privately-held Firm and Conglomerate Business Unit,' Strategic Management Journal, Vol. 5, pp. 265-273 https://doi.org/10.1002/smj.4250050306
- Dumdum, U. R., Lowe, K. B., and Avolio, B. J.(2002), 'A Meta-analysis of Transformational and Transactional Leadership Correlates of Effectiveness and Satisfaction: An Update and Extension,' in Avolio, B.J. and Yammarino, F.J. (Eds.), Transformational and Charismatic Leadership: The Road Ahead, Vol. 2, pp. 36-66, Elsevier Science, Oxford, UK
- Dubrin, A. J.(1998), Leadership: Research Findings, Practice, and Skills, Houghton Mifflin Company, New York
- Dvir, T., Eden, D., Avolio, B. J., and Shamir, B.(2002), 'Impact of Transformational Leadership on Follower Development and Performance: A Field Experiment,' Academy of Management Journal, Vol. 45, pp. 735-744 https://doi.org/10.2307/3069307
- Eklof, J. A., Hackl, P., and Westlund, A.(1999), 'On Measuring Interactions between Customer Satisfaction and Financial Results,' Total Quality Management, Vol. 10, No. 4/5, pp. S514-S522
- EPSI Rating(2003), Pan European Report 2002: Customer Satisfaction in Europe. European CSI Editorial Board, Stockholm, Sweden. Available from www.epsi-rating.com
- Eskildsen, J. K. and Dahlgaard, J. J.(2000), 'A Causal Model for Employee Satisfaction,' Total Quality Management, Vol. 11, No.8, pp. 1081-1094 https://doi.org/10.1080/095441200440340
- Fornell, C. and Cha, J.(1994), 'Partial Least Squares,' in Bagozzi, P.P. (Ed.), Advanced Methods of Marketing Research, pp. 52-78, Blackwell, Cambridge, Massachusetts
- Gronholdt, L., Martensen, A., and Kristensen, K.(2000), 'The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences,' Total Quality Management, Vol. 11, No. 4/5/6, pp. 509-514 https://doi.org/10.1080/09544120050007823
- Gronholdt, L. and Martensen, A.(2002), 'Measuring and Linking three Dimensions of Performance: The Employee-customer-profit Loop,' in Neely, A., Walters, A. and Austin, R. (Eds.) Performance Measurement and Management 2002: Research and Action. Papers from the Third International Conference on Performance Measurement and Management - PMA 2002, Boston, Massachusetts USA, 17-19 July 2002, pp. 243-248, Centre for Business Performance, Cranfield School of Management, Cranfield University, Cranfield, UK
- Hair, J. F., Anderson, R. E., Tatham, R. L., and Black, W. C.(1998), Multivariate Data Analysis, Fifth edition, Prentice-Hall, Upper Saddle River, New Jersey
- Heskett, J. L., Sasser, W. E., and Schlesinger, L. A.(1997), The Service Profit Chain: How Leading Companies Link Profit to Loyalty, Satisfaction, and Value, The Free Press, New York
- Hickman, G. R. (Ed.)(1998), Leading Organizations: Perspectives for a New Era, Sage, Thousand Oaks, California
- Hooijberg, R. and Denison, D. R.(2003), What Makes Leaders Effective? A Stakeholder Approach to Leadership Effectivenes, Paper, January 2003, IMD - International Institute for Management Development, Lausanne, Switzerland
- Huber, G. and Power, D.(1985), 'Retrospective Reports of Strategic Level Managers,' Strategic Management Journal, Vol. 6, pp. 171-180 https://doi.org/10.1002/smj.4250060206
- Jung, D. I. and Sosik, J. J.(2002), 'Transformational Leadership in Work Groups: The Role of Empowerment, Cohesiveness, and Collective-efficacy on Perceived Group Performance,' Small Group Research, Vol. 33, pp. 313-336 https://doi.org/10.1177/10496402033003002
- Kanji, G. K. and Moura E Sa, P.(2001), 'Measuring Leadership Excellence,' Total Quality Management, Vol. 12, No.6, pp. 701-718 https://doi.org/10.1080/09544120120075325
- Kark, R. and Shamir, B.(2002), 'The Dual Effect of Transformational Leadership: Priming Relational and Collective Selves and Further Effects on Followers, in Avolio, B. J. and Yammarino, F. J. (Eds.), Transformational and Charismatic Leadership: The Road Ahead (pp. 67-91), Elsevier Science, Oxford, UK
- Koh, W. L., Steers, R. M., and Terborg, J. R.(1995), 'The Effects of Transformational Leadership on Teacher Attitudes and Student Performance in Singapore,' Journal of Organizational Behavior, Vol. 16, pp. 319-333 https://doi.org/10.1002/job.4030160404
-
Kristensen, K., Martensen, A, and
$Gr{\phi}nholdt$ , L.(2000), 'Measuring Customer Satisfaction: A Key Dimension of Business Performance,' International Journal of Business Performance Management, Vol. 2, Nos. 1/2/3, pp. 157-170 https://doi.org/10.1504/IJBPM.2000.000074 - Martensen, A. and Gronholdt, L.(2001), 'A Holistic View of Employee Loyalty: Determinants and Effects on Company Value,' Proceedings of the Fourth International QMOD Conferenc: Quality Management and Organizational Excellence, Linkoping, Sweden, 12-14 September 2001, pp. 64-82, Linkoping University, Linkoping, Sweden
- Martensen, A. and Gronholdt, L.(2002), 'Focus on People: Developing and Applying a Holistic model of Employee Loyalty,' Proceedings of the 10th International Colloquium in Relationship Marketing - ICRM 2002, Kaiserslautern, Germany, 29 September - 2 October 2002, Department of Marketing, University of Kaiserslautern, Kaiserslautern, Germany
- Martensen, A, Gronholdt, L., and Kristensen, K.(2000), 'The Drivers of Customer Satisfaction and Loyalty: Cross-industry Findings from Denmark,' Total Quality Management, Vol. 11, No. 4/5/6, pp. 544-553 https://doi.org/10.1080/09544120050007878
- Northouse, P. G.(2001), Leadership: Theory and Practice, Second Edition, Sage Publications, Thousand Oaks, California
- Page, A. L.(1991), 'PDMA New Product Development Survey: Performance and Best Practices,' paper presented at PDMA Conference, Chicago, 13 November 1991
- Peters, T. J. and Waterman, R. H.(1982), In Search of Excellence, Harper & Row, New York
- Prabhu, V. and Robson, A.(2000a), 'Achieving Service Excellence - Measuring the Impact of Leadership and Senior Management Commitment,' Managing Service Quality, Vol. 10, pp. 307-317 https://doi.org/10.1108/09604520010345731
- Prabhu, V. and Robson, A. (2000b), 'Impact of Leadership and Senior Management Commitment on Business Excellence: An Empirical Study in the North East England,' Total Quality Management, Vol. 11, pp. 399-409 https://doi.org/10.1080/09544120050007706
- Reichheld, F. F.(1996), The Loyalty Effect, Harvard Business School Press, Boston, Massachusetts
- Robinson, J. P., Shawer, P. R., and Wrightsman, L. S.(1991), 'Criteria for Scale Selection and Evaluation,' in J. P. Robinson, P. R. Shawer and L. S. Wrightsman (Eds.), Measures of Personality and Social Psychological Attitudes. Academic Press, San Diego, California
- Senge, P. M.(1996), 'The leader's New Work: Building Learning Organizations,' in Starkey, K.(Ed.), How Organizations Learn, International Thomson Business Press, London
- Thornberry(1997), 'A View about 'vision', European Management Journal, Vol. 15, pp. 28-34 https://doi.org/10.1016/S0263-2373(96)00071-0
- Thompson, J.(1997), Strategic Management: Awareness and Change, Third edition, International Thomson Business Press, London
- Tushman, M. and Nadler, D.(1996), 'Organizing for Innovation', in Starkey, K. (Ed.), How Organizations Learn, International Thomson Business Press, London