참고문헌
- Andreassen TW, Lindestad B. 1998. Customer loyalty and complex services. International Journal of Service Industry Management, 9(1):7-23 https://doi.org/10.1108/09564239810199923
- Babin BJ, Lee YK, Kim EJ, Griffin M. 2005. Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea. Journal of Service Marketing, 19(3):133-139 https://doi.org/10.1108/08876040510596803
- Brady MK, Knight GA, Cronin JJ, Tomas G, Hult M, Keillor BD. 2005. Removing the contextual lens: a multinational, multi-setting comparison of service evaluation models. Journal of Retailing, 81(3):215-230 https://doi.org/10.1016/j.jretai.2005.07.005
- Brady MK, Robertson CJ. 1999. An exploratory study of service value in the USA and Ecuador. International Journal of Service Industry Management, 10(5):469-486 https://doi.org/10.1108/09564239910289003
- Brady MK, Robertson CJ, Cronin JJ. 2001. Managing behavioral intentions indiverse cultural environments: An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, 7(2):129-149 https://doi.org/10.1016/S1075-4253(00)00041-7
- Choi KS, Cho WH, Lee SH, Lee HJ, Kim CK. 2004. The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: a South Korean Study. Journal of Business Research, 57(8):913-921 https://doi.org/10.1016/S0148-2963(02)00293-X
- Cronin JJ, Brady MK, Brand RR, Hightower R, Shemwell DJ. 1997. A cross-sectional test of the effect and conceptualization of service value. Journal of Services Marketing, 11(6):375-391 https://doi.org/10.1108/08876049710187482
- Cronin JJ, Brady MK, Tomas G, Hult M. 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentional in service environments. Journal of Retailing, 76(2):193-218 https://doi.org/10.1016/S0022-4359(00)00028-2
- Djurkovic N, McCormack D, Casimir G. 2006. Neuroticism and the psychosomatic model of workplace bullying. Journal of Managerial Psychology 21(1):73-88 https://doi.org/10.1108/02683940610643224
- Gremler DD, Gwinner KP. 2000. Customer-employee rapport in service relationships. Journal of Service Research, 3(1):82-104 https://doi.org/10.1177/109467050031006
- Gilbert GR, Goode MMH, Moutinho L. 2004. Measuring customer satisfaction in the fast food industry: a cross-national approach. Journal of Services Marketing, 18(5):371-383 https://doi.org/10.1108/08876040410548294
- Hackman D, Gundergan SP, Wang P, Daniel K. 2006. A service perspective on modelling intentions of on-line purchasing. Journal of Service Marketing, 20(7):459-470 https://doi.org/10.1108/08876040610704892
- Lapierre J. 2000. Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3):122-140 https://doi.org/10.1108/08858620010316831
- Lam SY, Shankar V, Erramilli MK, Murthy B. 2004. Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3):293-311 https://doi.org/10.1177/0092070304263330
- Nunnally JC. 1967. Psychometric theory. McGraw-Hill. New York. in Andreassen TW, Lindestad B. 1998. Customer loyalty and complex services. International Journal of Service Industry Management, 9(1):7-23 https://doi.org/10.1108/09564239810199923
- Oh H. 2000. Diners' perceptions of quality, value, and satisfaction. The Cornell HRA Quarterly, 41(3):58-66
- Roig JCF, Garcia JS, Angel M, Tena M, Monzonis JL. 2006. Customer perceived value in banking services. International Journal of Bank Marketing, 25(2):266-283
- Sirohi N, Mclaughlin EW, Wittink DR. 1998. A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2):223-245 https://doi.org/10.1016/S0022-4359(99)80094-3
- Sweeney JC, Soutar GN, Johnson LW. 1999. The role of perceived risk in the quality-value relationship: a study in a retail environment. Journal of Retailing, 75(1):77-105 https://doi.org/10.1016/S0022-4359(99)80005-0
- Teo TSH, Lim VKG. 2001. Effects of perceived justice on satisfaction and behavioral intentions. International Journal of Retail & Distribution Management, 29(2):109-124 https://doi.org/10.1108/09590550110382039
- Wang Y, Lo HP. 2002. Service quality, customer satisfaction and behavior intentions. Info, 4(6):50-60
- Wang Y, Lo HP, Chi R, Yang Y. 2004. An integrated framework for customer value and customer-relationship management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3):169-182 https://doi.org/10.1108/09604520410528590
- Yuksel A, Yuksel F. 2007. Shopping risk perceptions: Effects on tourists' emotions, satisfaction and expressed loyalty intentions. Tourism Management, 28:703-713 https://doi.org/10.1016/j.tourman.2006.04.025