1 |
Almanza BA, Jaffe W, Lin L. 1994. Use of the service attribute matrix to measure consumer satisfaction. Hospitality Research Journal, 17(2): 62-75
|
2 |
Bitner MJ. 1992. Servicescapes : The impact of physical surroundings on customers and employees. Journal of Marketing, 56: 57-71
DOI
ScienceOn
|
3 |
Brown SW, Swartz TA. 1989. A gap analysis of professional service quality. Journal of Marketing, 53(4): 92-98
DOI
ScienceOn
|
4 |
Cardotte ER, Turgeon N. 1988. Key factors in guest satisfaction. The Cornell H.R.A. Quarterly, 28(4): 45-51
|
5 |
Dube L, Tudeaum E, Belanger M. 1994. Determining the complexity of patient satisfaction with foodservices. Journal of the American Dietetic Association, 94(4): 394-398
DOI
ScienceOn
|
6 |
Holbrook MB, Batra R. 1987. Assessing the roles of emotions as mediators of consumer responses to advertising. Journal of Consumer Research, 14(9): 404-420
DOI
ScienceOn
|
7 |
Holbrook MB, Hirshman EC. 1982. The experiential aspects of consumption-consumer fantasies, feeling, and fun. Journal of consumer research, 9: 132-140
DOI
ScienceOn
|
8 |
Kim HY. 2000. Analysis of customer loyalty to restaurant service through a structural equation modeling. Masters degree thesis. Yonsei University
|
9 |
Pizam A, Ellis T. 1999. Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7)
|
10 |
Stuart FI, Tax SS. 1996. Planning for service quality-an integrative approach. International Journal of Service Industry Management, 7(4)
|
11 |
Oliver RL. 1993. Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20: 418-430
DOI
ScienceOn
|
12 |
Kivela J, Reece J, Inbakaran R. 1999. Consumer research in the restaurant environment. Part 2: Research design and analytical methods. International Journal of Contemporary Hospitality Management, 11(6)
|
13 |
Liljander V, Strandvik T. 1996. Emotions in service satisfaction. International Journal of Service Industry Management, 8: 148-169
DOI
ScienceOn
|
14 |
Westbrook RA, Oliver RL. 1991. The dimensionality of consumption emotion, patterns and consumer satisfaction. Journal of Consumer Research, 18(6): 84-91
DOI
ScienceOn
|
15 |
Shostack GL. 1985. Planning the service encounter. The Service encounter. John AC, Michael RS, Carol FS eds. Lexington Books. New York. pp 243-254
|
16 |
Westbrook RA. 1987. Product/consumption-based affective responses and repurchase processes. Journal of Marketing Research, 14(8): 258-270
|
17 |
Oliver RL. 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(9): 460-469
DOI
ScienceOn
|
18 |
Chanduri A. 1998. Product class effects on perceived risk : the role of emotion. International Journal of Research in Marketing, 15: 157-168
DOI
ScienceOn
|
19 |
Jo MN. 2006. The effect of customers' cognitive.emotional responses to service encounter on service loyalty formation in restaurants. Doctorial thesis. Yonsei University
|
20 |
Allington JK, Mathews ME, Johnson NE. 1981. Methods for evaluating quality of meals and implications for school food service. School Food Service Research Review, 5(2): 68-73
|
21 |
Mayer KJ, Bowen JT, Moulton MR. 2003. A proposed model of the descriptors of service process. Journal of Services Marketing, 17(6): 621-639
DOI
ScienceOn
|
22 |
Keaveney SM. 1995. Customer switching behavior in service industries : an exploratory study. Journal of Marketing, 59(April): 71-82
DOI
ScienceOn
|
23 |
Oh H, Jeong M. 1996. Improving marketers' predictive power of customer satisfaction on expectation-based target market levels. Hospitality Research Journal, 19(4): 65-85
DOI
|
24 |
Oliver RL. 1997. Satisfaction-A behavioral perspective on the consumer. McGraw-Hill
|
25 |
Baker J. 1987. The role of environment in marketing services: the consumer perspectives. in Service Challenge-Integrating for Competitive Advantage. Czepiel JA. eds. American Marketing Association. Chicago. pp 79-84
|
26 |
Solomon MR, Surprenant C, Czepiel JA, Gutman EG. 1985. A role theory perspective on dyadic interactions-the service encounter. Journal of Marketing, 49(1): 99-111
DOI
ScienceOn
|
27 |
Winsted KF. 2000. Service behaviors that lead to satisfied customers. European Journal of Marketing, 34(3/4): 399- 417
DOI
ScienceOn
|
28 |
Elbushdra OE, Mattews ME. 1991. Student acceptance of meals served in university cafeteria. School Food Service Research Review, 15(2): 114-116
|
29 |
Normann R. 1991.Service management-Strategy and leadership in service business. John Wiley & Sons. 2nd ed
|
30 |
Roh, YM. 2003. The impact of restaurant patrons' perception of physical environment on their attitude formation - the mediating role of psychological responses. Doctorial thesis. Kyonggi University
|
31 |
Bitner MJ, Stephen WB, Matthew LM. 2000. Technology infusion in service encounters. Journal of Academy of Marketing Science, 28(1): 138-149
DOI
ScienceOn
|
32 |
Yoo JW. 2004. The effect of interaction on customer participatory behavior in service encounter-mediated by role and justice perception. Doctoral Thesis. Hanyang University
|
33 |
Yoon SW, Hwang KM. 2004. Effects of service recovery types on customer relationships: critical incidents in restaurant services. Journal of Consumer Research, 15(1): 135-158
|
34 |
Sun L. 1995. Quality standards and consumer satisfaction of restaurant dining(part II). Journal of Nutrition in Recipes&Menu Development, 1(2): 59-80
|
35 |
Dolen WV, Lemmink J, Mattsson J, Rhoen I. 2001. Affective consumer responses in service encounter-The emotional content in narratives of critical incidents. Journal of Economics Psychology, 22: 359-376
DOI
ScienceOn
|
36 |
Kim SH, Lee KH. 2004. A study on purchasing factor of service encounter. Journal of Commodity Science & Technology, 31(Apr): 21-45
|