참고문헌
- Bruhn, M.; “Internal service barometers : Conceptualization and empirical results of a pilot study in Switzerland,” European Journal of Marketing, 37(9) : 1187-1206, 2003 https://doi.org/10.1108/03090560310486942
- Garvin, David A.; “What Does Quality Mean?,” Sloan Management Review, 26(1) : 25-43, 1984
- Gist, M. and Mitchell, T.; “Self-efficacy : A Theoretical Analysis of its Determinants and Malleability,” Academy of management Review, 17 : 183-211, 1992 https://doi.org/10.2307/258770
- Gronroos, C.; “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, 18(4) :36-44, 1984 https://doi.org/10.1108/EUM0000000004784
- Hartline, M. D. and Ferrell, O. C.; “The Management of Customer-contact Service Employees : An Empirical Investigation,” Journal of Marketing, 60 : 52-70. 1996 https://doi.org/10.2307/1251901
- Kang, G. D., James, J., and Alexandris, K.; “Measurement of Internal Service Quality : Application of the SERVQUAL battery to Internal Service Quality,” Managing Service Quality, 12(5) : 2002 https://doi.org/10.1108/09604520210442065
- Karatepe, O. M., Yavas, U., and Babakus, E.; “Measuring Service Quality of Banks : Scale Development and Validation.,” Journal of Retailing and Consumer Services, 12 : 373-383, 2005 https://doi.org/10.1016/j.jretconser.2005.01.001
- Parasuraman, A., Zeitham, V. A. and Berry, L. L.; “SERVQUAL : a Multiple-Itrm Scale for Measuring Consumer Perception of Service Quality,” Journal of Retailing, 64(1) : 12-24, 1988
- Parasuraman, A., Zeitham, V.A. and Berry, L. L.; “A Conceptual Model of Service Quality on and Its Implications for Future Research,” Journal of Marketing, Fall : 41-48, 1985 https://doi.org/10.2307/1251430
- Smith, R and M. Houston; “Script-Based Evaluation of Satisfaction with Service,” Emerging Perspectives on Service Marketing, Chicago, 1983
- Stauss, B.; “Internal service : Classification and quality management,” Journal of Service Industry Management, 6(2) : 62-78, 1995 https://doi.org/10.1108/09564239510146915
- 강기두; “내부서비스 품질과 관련 변수들과의 관계에 관한 연구”, 품질경영학회지, 33(3) : 1-18, 2005
- 강기두; “내부서비스품질 측정 도구의 신뢰성 및 타당성 분석”, 품질경영학회지, 34(2) : 77-97, 2006
- 이정우, 유한주; “한국 보험산업의 서비스품질 결정요인에 관한 연구”, 품질경영학회지, 31(1) : 42-61, 2003