1 |
Lim, G.H. and Hahn, J.H., The Effect of Participation in Decision Making and Supervisor Trust on Affective Commitment : Mediating Effect of Leader-Member Exchange, Korean Journal of Business Administration, 2013, Vol. 26, No. 7, pp. 1803-1824.
|
2 |
Lim, J.P., Lee, Y.S., Park, M.S., and Shin, H., The Effects of Servicescape and Service Process Quality on Employee and Customer Satisfaction : An Empirical Investigation of the Golf Course Business in Korea, Journal of the Korean Operations Research and Management Science Society, 2009, Vol. 34, No. 4, pp. 165-183.
|
3 |
Llosa, S., Chandon, J.L., and Orsingher, C., An empirical study of SERVQUAL's dimensionality, Service Industries Journal, 1998, Vol. 18, No. 2, pp. 16-44.
DOI
|
4 |
Lucas, A.F., The determinants and effects of servicescape satisfaction in a Las Vegas hotel casino, UNLV Gaming Research and Review Journal, 2003, Vol. 7, No. 1, pp. 1-17.
|
5 |
Mattila, A.S., The effectiveness of service recovery in a multi-industry setting, Journal of services marketing, 2001, Vol. 15, No. 7, pp. 583-596.
DOI
|
6 |
Mayer, R.C., Davis, J.H., and Schoorman, F.D., An integrative model of organizational trust, Academy of Management Review, 1995, Vol. 20, No. 3, pp. 709-734.
DOI
|
7 |
McAllister, D.J., Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations, Academy of Management Journal, 1995, Vol. 38, No. 1, pp. 24-59.
|
8 |
McDougall, G.H. and Levesque, T., Customer satisfaction with services : putting perceived value into the equation, Journal of Services Marketing, 2000, Vol. 14, No. 5, pp. 392-410.
DOI
|
9 |
Morgan, R.M. and Hunt, S.D., The commitment-trust theory of relationship marketing, Journal of Marketing, 1994, Vol. 58, No. 3, pp. 20-38.
DOI
|
10 |
Newman, A.J., Uncovering dimensionality in the servicescape : toward legibility, The Service Industry Journal, 2007, Vol. 27, No. 1, pp. 15-28.
DOI
|
11 |
Park, Y.S., Lee, S.I., and Yang, L., Measuring the Service Quality of Mobile Internet and Studying the Effects on Marketing Performance, Journal of the Korean Society for Quality Management, 2007, Vol. 35, No. 2, pp. 63-83.
|
12 |
Oliver, R.L., Satisfaction : A behavioral perspective on the consumer, Massachusetts : Irwin, McGraw-Hill, 1997.
|
13 |
Parasuraman, A., Zeithaml, V.A., and Berry, L.L., SERVQUAL : A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 1988, Vol. 64, No. 1, pp. 12-40.
|
14 |
Park, J.C. and Im, S.H., The Effects of Service Quality on the Customer Satisfaction : The Mediating Role of Trust, Journal of Korea Service Management Society, 2012, Vol. 13, No. 1, pp. 83-106.
|
15 |
Park, J.C., Oh, H.Y., and Hong, S.J., The Investigating of Psychological Mechanism in the 'Service Quality-Customer Satisfaction' Relation, Journal of Consumer Studies, 2011, Vol. 22, No. 2, pp. 179-202.
|
16 |
Park, K.W., An Evaluation on Customers' Satisfaction from Municipalities' Public Services : The Case of the Inje County of Gangwon-Do in Korea, Journal of Policy Development, 2010, Vol. 10, No. 1, pp. 119-145.
|
17 |
Preacher, K.J. and Hayes, A.F., SPSS and SAS procedures for estimating indirect effects in simple mediation models, Behavior research methods, instruments, & computers, 2004, Vol. 36, No. 4, pp. 717-731.
DOI
|
18 |
Project Management Institute, A guide to the project management body of knowledge (5th Ed.), Philadelphia, Pennsylvania : PMI, 2013.
|
19 |
Rha, J.Y. and Rhee, S.K., Developing the measurement model of service quality in the public sector, IE Interfaces, 2007, Vol. 20, No. 3, pp. 339-352.
|
20 |
Oliver, R.L., Cognitive, affective and attitude bases of the satisfaction response, Journal of Consumer Research, 1993, Vol. 20, No. 3, pp. 418-430.
DOI
|
21 |
Sheth, J.N., Newman, B.I., and Gross B.L., "Why we buy what we buy : A theory of consumption values," Journal of Business Research, 1991, Vol. 22, No. 2, pp. 159-170.
DOI
|
22 |
Rha, J.Y., Analyzing service quality and relationship quality in public services, Journal of Korea Service Management Society, 2010, Vol. 11, No. 3, pp. 267-289.
DOI
|
23 |
Rhee, S.K. and Rha, J.Y., Public service quality and customer satisfaction : exploring the attributes of service quality in the public sector, The service industries journal, 2009, Vol. 29, No. 11, pp. 1491-1512.
DOI
|
24 |
Rust, R.T. and Oliver, R.L, Service quality : New directions in theory and practice, Sage Publications, 1993.
|
25 |
Santos, J., E-service quality : a model of virtual service quality dimensions, Managing Service Quality : An International Journal, 2003, Vol. 13, No. 3, pp. 233-246.
DOI
|
26 |
Seiders, K. and Berry, L.L., Service fairness : What it is and why it matters, The Academy of Management Executive, 1998, Vol. 12, No. 2, pp. 8-20.
|
27 |
Sirdeshmukh, D., Singh, J., and Sabol, B., Consumer trust, value, and loyalty in relational exchanges, Journal of Marketing, 2002, Vol. 66, No. 1, pp. 15-37.
DOI
|
28 |
Son, K.H., Chun, Y.H., and Ok, C.S., A comparison of Estimation Approaches of Structural Equation Model with Higher-Order Factors Using Partial Least Squares, Journal of Society of Korea Industrial and Systems Engineering, 2013, Vol. 36, No. 4, pp. 64-70.
DOI
|
29 |
Spreng, R.A. and Mackoy, R.D., An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 1996, Vol. 72, No. 2, pp. 201-214.
DOI
|
30 |
Taylor, S.A. and Baker, T.L., An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions, Journal of retailing, 1994, Vol. 70, No. 2, pp. 163-178.
DOI
|
31 |
Bitner, M.J., Servicescapes : The impact of physical surroundings on customers and employees, Journal of Marketing, 1992, Vol. 56, No. 2, pp. 57-71.
DOI
|
32 |
Adams, J.S., Towards an understanding of inequity, The Journal of Abnormal and Social Psychology, 1963, Vol. 67, No. 5, pp. 422-436.
DOI
|
33 |
Alexander, S. and Ruderman, M., The role of procedural and distributive justice in organizational behavior, Social Justice Research, 1987, Vol. l, No. 2, pp. 177-198.
|
34 |
Wold, H., Soft modelling : the basic design and some extensions, Systems under indirect observation, Part II, 1982, pp. 36-37.
|
35 |
Alford, J., Defining the client in the public sector : A social-exchange perspective, Public administration review, 2002, Vol. 62, No. 3, pp. 337-346.
DOI
|
36 |
Baron, R.M. and Kenny, D.A., The moderator-mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations, Journal of personality and social psychology, 1986, Vol. 51, No. 6, pp. 1173-1182.
DOI
|
37 |
Bhattacherjee, A., Understanding information systems continuance : An expecation-cofirmation model, MIS Quarterly, 2001, Vol. 25, No. 3, pp. 351-370.
DOI
|
38 |
Bidault, F., Laurent, P., and Segla, C., Competitive and cooperative strategies in engineering services, Long Range Planning, 1992, Vol. 25, No. 13, pp. 43-49.
|
39 |
Bowen, D.E., Gilliland, S.W., and Folger, R., HRM and service fairness : How being fair with employees spills over to customers, Organizational Dynamics, 2000, Vol. 27, No. 3, pp. 7-23.
DOI
|
40 |
Yi, Y.J. and La, S.A., The Relative Effects of Three Dimensions of Service Quality on CS : A Comparative Study of Existing vs. Potential Customers, Journal of Korean Marketing Association, 2003, Vol. 18, No. 4, pp. 67-97.
|
41 |
Yi, Y.J. and Lee, J.Y., A Reexamination of the Measurement and Consequences of Service Quality : Development and Application of the KS-SQI Model, Journal of Korean Marketing Association, 2001, Vol. 16, No. 1, pp. 1-26.
|
42 |
Zeithaml, V.A., Consumer perception of price, quality, and value : A means-end model and synthesis of evidence, Journal of Marketing, 1988, Vol. 52, No. 3, pp. 2-22.
DOI
|
43 |
Choe, B.D. and Lee, J.K., The influence of customer readiness in advance on service quality and customer value in self-service technology : The case of online shopping, Korean management review, 2011, Vol. 40, No. 5, pp. 1347-1373.
|
44 |
Brady, M.K. and Cronin, Jr, J.J., Some new thoughts on conceptualizing perceived service quality : a hierarchical approach, Journal of Marketing, 2001, 65, No. 3, pp. 34-49.
DOI
|
45 |
Chang, T.Z. and Wildt, A.R., Price, product information, and purchase intention : An empirical study, Journal of the Academy of marketing science, 1994, Vol. 22, No. 1, pp. 16-27.
DOI
|
46 |
Chen, J. and Dibb, S., Consumer trust in the online retail context : Exploring the antecedents and consequences, Psychology and Marketing, 2010, Vol. 27, No. 4, pp. 323-346.
DOI
|
47 |
Chin, W.W., The partial least squares approach to structural equation modeling, Modern Methods for Business Research, 1998, Vol. 295, No. 2, pp. 295-336.
|
48 |
Cho, H.C. and Abe, S., Is two-tailed testing for directional research hypotheses tests legitimate?, Journal of Business Research, 2013, Vol. 66, No. 9, pp. 1261-1266.
DOI
|
49 |
Clemmer, E.C. and Schneider, B., Fair Service, Advances in Services Marketing and Management, 1996, Vol. 5, pp. 109-126.
|
50 |
Cohen, J., Statistical power analysis for the behavioral sciences, 2nd ed., Hillsdale, New Jersey : Lawrence Erlbaum Association, 1988.
|
51 |
Cohen-Charash, Y. and Spector, P.E., The role of justice in organizations : A meta-analysis, Organizational Behavior and Human Decision Processes, 2001, Vol. 86, No. 2, pp. 278-321.
DOI
|
52 |
Cronin, J.J., Brady, M.K., and Hult, G.T.M., Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments, Journal of retailing, 2000, Vol. 76, No. 2, pp. 193-218.-391.
DOI
|
53 |
Duderstadt, J.J., Knoll, G.F., and Springer, G.S., Principles of engineering, John Wiley and Sons, 1982.
|
54 |
Cronin, J.J., Brady, M.K., Brand, R.R., Hightower, Jr, R., and Shemwell, D.J., A cross-sectional test of the effect and conceptualization of service value, Journal of services marketing, 1997, Vol. 11, No. 6, p. 375.
DOI
|
55 |
Cronin, Jr, J.J. and Taylor, S.A., Measuring service quality : a reexamination and extension, Journal of Marketing, 1992, Vol. 56, No. 3, pp. 55-68.
DOI
|
56 |
Davis, F.D., Bagozzi, R.P., and Warshaw, P.R., User acceptance of computer technology : a comparison of two theoretical models, Management Science, 1989, Vol. 35, No. 8, pp. 982-1003.
DOI
|
57 |
Davis, F.D., Perceived usefulness, perceived ease of use, and user acceptance of information technology, MIS Quarterly, 1989, Vol. 13, No. 3, pp. 319-340.
DOI
|
58 |
DeLone, W.H. and McLean, E.R., Information systems success revisited, In System Sciences, 2002, HICSS, Proceedings of the 35th Annual Hawaii International Conference, pp. 2966-2976.
|
59 |
ECPD, Canons of ethics for engineers, New York : Engineers Council for Professional Development, 1947.
|
60 |
Ettinger, W.H., Consumer-Perceived value : The key to a successful business strategy in the healthcare marketplace, Journal of the American Geriatrics Society, 1998, Vol. 46, No. 1, pp. 111-113.
DOI
|
61 |
Folger, R. and Konovsky, M.A., Effects of procedural and distributive justice on reactions to pay raise decisions, Academy of Management Journal, 1989, Vol. 32, No. 1, pp. 115-130.
DOI
|
62 |
Fornell, C. and Cha, J., Partial least squares, Advanced Methods of Marketing Research, 1994, Vol. 407, No. 3, pp. 52-78.
|
63 |
Fukuyama, F., Trust : The social virtues and the creation of prosperity, New York : Free press, 1995.
|
64 |
Holmlund, M. and Kock, S., Buyer perceived service quality in industrial networks, Industrial Marketing Management, 1995, Vol. 24, No. 2, pp. 109-121.
DOI
|
65 |
Gronroos, C., From Marketing Mix to Relationship Marketing : Towards a Paradigm Shift in Marketing, Management Decision, 1994, Vol. 32, No. 2, pp. 4-20.
DOI
|
66 |
Hair, J.F., Black, W.C., Babin, B.J., and Anderson, R.E., Multivariate data analysis (7th ed.), Upper Saddle River, NJ : Pearson Prentice Hall, 2010.
|
67 |
Heskett, J.L. and Schlesinger, L.A., Putting the service-profit chain to work, Harvard Business Review, 1994, Vol. 72, No. 2, 164-174.
|
68 |
Hopkins, S.M. and Weathington, B.L., The relationships between justice perceptions, trust, and employee attitudes in a downsized organization, The Journal of Psychology, 2006, Vol. 140, No. 5, pp. 477-498.
DOI
|
69 |
Howard, J.A. and Sheth, J.N., The theory of buyer behavior, New York : Wiley, 1969, Vol. 14.
|
70 |
International Organization for Standardization, ISO 9241-11 : 1998, Ergonomic Requirements for Office Work with Visual Display Terminals (VDTs)-Part 11 : Guidance on Usability, 1998.
|
71 |
Korean Standards Association(KSI), KS-SQI(Korean Standard Service Quality Index), http://www.ksa.or.kr/ksa_kr/index.do.
|
72 |
La, S.A., Dual Path Model in Service Loyalty Formation Process : Investigating the Relative Influence of Intrinsic and Extrinsic Path, Journal of Korean Marketing Association, 2005, Vol. 20, No. 4, pp. 19-56.
|
73 |
Lee, C.L. and Yi, Y.J., Development and Application of the Public-service Customer Satisfaction Index(PCSI) Model, Journal of Korean Marketing Association, 2012, 27, No. 4, pp. 69-99.
|
74 |
Gronroos, C., An applied service marketing theory, European Journal of Marketing, 1982, Vol. 16, No. 7, pp. 30-41.
DOI
|