References
- 고수연, 국내 상호저축은행의 특성과 효율성, 이화여자대학교 석사학위논문, 2008.
- 고종환, 기업명성의 구축방안 및 그 성과에 관한 연구, 홍익대학교 석사학위 논문, 2000.
- 김은정, 김종원, "사회적 기업의 제품 재구매 의도에 미치는 영향에 관한 연구," 한국산업정보학회논문지, 제17권, 제1호, 2012, pp. 105-115. https://doi.org/10.9723/jksiis.2012.17.3.105
- 김은정, 장형욱, 김종원, "SCM 실행기업들의 파트너십이 실시간 기업의 특성과 경영성과에 미치는 영향에 관한 실증적 연구," 물류학회지, 제19권, 제2호, 2009, pp.91-113.
- 김종원, 김승민, 김은정, 조수현, "중소기업 CSR 적합성이 기업명성과 구매의도에 미치는 영향에 관한 연구," 한국산업정보학회논문지, 제15권, 제5호, 2010, pp. 247-258.
- 박미영, 서비스 품질과 관계의 질이 금융업 기존고객 유지에 미치는 영향, 충북대학교 석사학위논문, 2000.
- 박종오, "지각된 윤리적 판매행동이 고객만족, 고객신뢰, 고객충성도에 미치는 영향에 관한 연구," 경영정보연구, 제29권 제1호, 2009, pp. 25-38.
- 석민수, 매일경제, 2012년 5월 5일 기사.
- 손진석, 조선일보, 2012년 3월 31일 기사.
- 안광호, 임병훈, 김승호, "지각된 브렌드 가치가 시장가격 결정과 브랜드 선택 행동에 미치는 영향에 관한 연구," 광고학연구, 제15권 제5호, 2004, pp.439-457.
- 염규복, 은행 고객만족과 금리민감도 제고를 위한 마케팅 전략, 연세대학교 석사학위논문, 1999.
- 유영목, 서비스 품질경영, 양서각, 2010.
- 이만희, 은행에서의 관계혜택과 관계품질이 고객 충성도에 미치는 영향, 대전대학교 박사학위논문, 2010.
- 이상기, 은행 선택유형별 특성에 관한 연구, 동아대학교 석사학위논문, 1999.
- 이유재, "고객만족 연구에 관한 종합적 고찰," 소비자학연구, 제11권, 제2호, 2000, pp.139-166.
- 이유재, 라선아, "서비스품질의 각 차원이 CS에 미치는 상대적 영향에 대한 연구: 기존고객과 잠재고객의 비교를 중심으로," 마케팅연구, 제18권 제4호, 2003, pp. 172-187.
- 이유재, 라선아, "내부브랜딩: 내부고객의 브랜드 동일시가 내부고객만족과 CS활동에 미치는 영향," 마케팅연구, 제19권 제3호, 2004, pp.81-112.
- 주경미, 제약기업 명성요인이 의약품 Brand Equity와 고객충성도에 미치는 영향, 숙명여자대학교 박사학위논문, 2008.
- 차희원, "기업명성의 개념정립과 한국형 명성지수 개발에 관한 연구," 광고연구, 제64권, 2006, pp.259-289.
- 최창복, 은행고객의 금융민감도를 반영한 서비스 품질-고객만족-고객충성도 구조에 관한 연구, 강원대학교 박사학위논문, 2008.
- 하대용, 정현영, 서비스 실패와 회복에 관한 연구, Industrial Management Review, 제23권 제1호, 2000, pp.103-123.
- Anderson, E.W. and Sullivan, M.W., "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, Vol. 12, No. 2, 1993, pp.125-143. https://doi.org/10.1287/mksc.12.2.125
- Babakus, E. and Boller, G.W., "An Empirical Assessment of the SERVQUAL Scale," Journal of Business Research, Vol. 24, No. 3, 1992, pp.253-268. https://doi.org/10.1016/0148-2963(92)90022-4
- Bearden, W.O. and Teel, J.E., "Selected Determinants of Consumer Satisfaction and Complain Reports," Journal of Marketing Research, Vol. 20, No. 1, 1993, pp.21-28.
- Bearden, W.O. and Terry, A.S.,"The Use of Extrinsic Cues to Facilitate Product Adoption," Journal of Marketing Research, Vol. 18, 1982, pp.229-239.
- Bitner, M.J., "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses," Journal of Marketing, Vol. 54, No. 2, 1990, pp.69-82. https://doi.org/10.2307/1251871
- Brady, M.K. and Cronin, J.J., "Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach," Journal of Marketing, Vol. 65, No. 3, 2001, pp.34-49. https://doi.org/10.1509/jmkg.65.3.34.18334
- Brady, M.K., Cronin, J.J., and Brand, R.R., "Performance Measurement of Service Quality: A Replication and Extension," Journal of Business Research, Vol. 55, No. 1, 2002, pp.17-31. https://doi.org/10.1016/S0148-2963(00)00171-5
- Carman, L,M., "Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions," Journal of Retailing, Vol. 66, No. 1, 1990, pp.33-55.
- Cronin, J.J. and Taylor, S.A., "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, Vol. 56, No. 3, 1992, pp.55-68. https://doi.org/10.2307/1252296
- Dabholkar, D., Pratibha, A., and Thorpe, D.T., "A Measure of Service Quality for Retail Stores," Journal of the Academy of Marketing Science, Vol. 24, 1996, pp.3-16. https://doi.org/10.1007/BF02893933
- Fitzsimmons, J.A. and Fitzsimmons, M.J., Service Management, 7th Edition, McGraw-Hill, 2011.
- Goldberg, M.E. and Hartwick, J., "The Effects of Advertiser Reputation and Extremity of Advertising Claim on Advertising Effectiveness," Journal of Consumer Research, September 1990, pp.172-179.
- Gonzalez, M.V.R. and Guerrero, M.M., "New Competitors in Banking Services," Journal of Financial Services Marketing, Vol. 9, 2004, pp.126-137. https://doi.org/10.1057/palgrave.fsm.4770147
- Grönroos, C., "A Service Quality Model and Its Market Implications," European Journal of Marketing, Vol. 18, No. 4, 1984, pp.36-44. https://doi.org/10.1108/EUM0000000004784
- Heskett, J.L., Roger, T.O., Jones, G.W., Loveman, W.E., and Schlesinger, L.A., "Putting the Service-Profit Chain to Work," Harvard Business Review, Vol. 3-4, 1994, pp.164-174.
- Hisrich, R.D., Dornoffand, R.J., and Kernan, J.B., "Perceived risk in store selection," Journal of Marketing Research, Vol. 9, 1972, pp.435-439. https://doi.org/10.2307/3149311
- Keaveney, S.M., "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing, Vol. 59, No. 2, 1995, pp.71-82. https://doi.org/10.2307/1252074
- Llosa, S.J., Chandon, L., and Orsingher, C., "An Empirical Study of SERVQUAL's Dimensionality," The Service Industries Journal, Vol. 18, No. 2, 1998, pp.16-44. https://doi.org/10.1080/02642069800000017
- Mittal, V. and Kartichis, J.M., "New and Loyal Customers", Marketing Research, Spring 2000, pp.27-32.
- Morgan. R.M. and Hunt, S.D., "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, Vol. 58, 1994, pp.20-38.
- Nunnally, J.C. and Bernstein, I.H. Psychometric Theory, 3rd Edition, New York: McGraw-Hill, 1994.
- Oliver, R.L., "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts," Advances in Service Marketing and Management, Vol. 2, 1993, pp.65-85.
- Oliver, R.L. and Swan, J.E., "Consumer Perception of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach," Journal of Marketing Research, Vol. 53, 1989, pp.21-35.
- Parasuraman, A., Zeithaml, V.A., and Berry, L.L., "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, No. 4, Fall 1985, pp.41-50. https://doi.org/10.2307/1251430
- Parasuraman, A., Zeithaml, V.A., and Berry, L.L. "SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, Spring 1988, pp.12-40.
- Ring, P. and Van de Ven, A., "Developmental Process of Cooperative Interorganizational Relationships," Academy of Management Review, Vol. 19, No. 1, 1994, pp.90-119.
- Rust, R.T. and Oliver, R.L., "Service Quality: Insights and Managerial Implications from the Frontier," Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver(Eds.), Thousand Oaks, CA: Sage Publications, 1994, pp.1-19.
- Smith, B. and Barclay, D.W., "The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships," Journal of Marketing, Vol. 61, 1997, pp.3-21. https://doi.org/10.2307/1252186
- Teas, R.K., "Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment," Journal of Marketing, Vol. 58, No. 1, 1994, pp.132-149. https://doi.org/10.2307/1252257
Cited by
- An Empirical Study on the Relationships among Job Satisfaction of Employees, Service Quality, Customer Satisfaction in Military Logistics vol.21, pp.3, 2016, https://doi.org/10.9723/jksiis.2016.21.3.057
- Does the interactive quality of premium asset management service promote customers’ referral intentions? The moderating effect of customer’s asset size vol.35, pp.4, 2017, https://doi.org/10.1108/IJBM-05-2016-0062
- 산업별 ETF의 가격결정에 영향을 미치는 추적오차의 정보효과에 관한 연구 vol.18, pp.1, 2013, https://doi.org/10.9723/jksiis.2013.18.1.081
- Implementation of Lean Six Sigma in Municipal Government Operations to Improve Efficiency and Quality: A Case Study vol.25, pp.4, 2012, https://doi.org/10.9723/jksiis.2020.25.4.049