1 |
Bitner, M. J., Bernard, H. B., and Tetreault, M. S. 1990. "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents." Journal of Marketing 54(1):71-84.
DOI
|
2 |
Cho, Jungeun, and Kim, Soowook. 2007. "Service Waiting: How Wait Times Affect Service Evaluations." Korean Management Review 36(7):1785-1810.
|
3 |
Choi, Byoungkwon. 2007. "A Study on the Perceived Service Quality and Satisfaction of Airport users of Incheon International Airport." Korea Trade Review 32(2):377-397.
|
4 |
David H. Maister. 1985. The Psychology of Waiting Lines.
|
5 |
Davis, M. M., and Vollmann, T. E. 1990. "A Framework for Relating Waiting Time and Customer Satisfaction in a Service Operation." The Journal of Service Marketing 4(1):61-69.
DOI
|
6 |
Hornik, J., and Zakay, D. 1996. "Psychological Time: The Case of Time and Consumer Behaviour." Time & Society 5(3):385-397.
DOI
|
7 |
Hui, M. K., and Tse, D. K. 1996. "What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation." Journal of Marketing 60(2):81-90.
DOI
|
8 |
Hurr, Heeyoung, and Yoo, Yongjae. 2003 Air Tourism Management. Myungkyungsa.
|
9 |
Jang, Daeseong. 2004. "A Study of Developing the Evaluation Tools of International Airport's Service Quality in Korea." Journal of the Korean society for Quality Management 32(2):59-76.
|
10 |
Ji, Sunggu, and Hong Sukki. 2005. "The Measurement Development of Service Quality on International Airlines." Journal of Industrial Economics and Business 18(3):1179-1201.
|
11 |
Kim, Youngteak, and Oh, Jongchul. 2010. "Relationship between Waiting Service Management, Perceived Waiting Time and Service Quality in Family Restaurants." Korea Journal of Business Administration 23(1):23-40.
|
12 |
Kim, Jooseung. 2011. "Effects of the Airline Service Quality on Perceived Value, Satisfaction and Behavioral Intentions." PhD diss., Gyonggi University.
|
13 |
Kim, Hoon, and Jeon, Kihong. 1999. "An Exploratory Study for Measuring Aero Service Quality and its Marketing Implications." Journal of Industrial Economics and Business 12(6)6:47-61.
|
14 |
Lee, Sangsuk. 1996. "The Competitiveness of Quality in the Air Service." Journal of the Korean society for Quality Management 24(4):24-140.
|
15 |
Lee, W-J., and Lambert, C. U. 2000. "Impact of Waiting Time on Evaluation of Service Quality and Customer Satisfaction in Food service Operations." Jounal of Food service 12(12):241-254.
|
16 |
Lee, Youjae. 1996. Service Marketing. Hackhyunsa.
|
17 |
Nam, Woija, and Choi, Kyuhwan. 2006. "The Effect of Perceived Waiting Time of Family Restaurant on Customers & quot; Emotional Response and Service Evaluation." Korea Journal of Business Administration 19(6):2093-2116.
|
18 |
Oliver L. L. 1993. "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goal, Different Concepts." In Advance Service Marketing and Management 2(4):65-85.
|
19 |
Park, Yoosik. 2000. "The Effect of Waiting Time on Service Evaluation." Korea Marketing Review 15(1):1-25.
|
20 |
Park, Yonghwa. 1997. "A Study of the Status and Competetiveness Analysis of Airport Development in Asia." Journal of Aerospace Industry 41:61-81.
|
21 |
Pruyn, A., and Smidts, A. 1998. "Effect of Waiting on the Satisfaction with the Service: Beyond Objective Time Management." International Journal of Marketing 15(4):321-334.
DOI
|
22 |
Song, Sungin, and Cho, Jueun. 2004. "Defect of Airline Perceived Service Quality on Customer Satisfaction and Intention: Focusing on Seoul to Honolulu Flight." International Journal of Tourism 19(1):229-246.
|
23 |
Taylor, S. 1994. "Waiting for Service: The Relationship Between Delays and Evaluations of Service." Journal of Marketing 58(2):56-69.
DOI
|
24 |
Yeh, C-H., and Kuo, Y-L. 2003. "Evaluating Passenger Service of Asia-Pacific International Airport." Transportation Research 39(1):35-48.
DOI
|