SERVQUAL

· • 김연성(1998a), "미국 은행들의 품질경영 실천사례", 금융경제연구I, 제6집, pp. 345-353.
· • 김연성, 박영택, 서영호, 유왕진, 유한주, 이동규, 2002, 『서비스경영』, 법문사.
· • 송광석, 2007, “서비스품질일관성지수의 개발 및 측정에 관한 연구”, 숭실대학껓 박사학위 논��
· • 김연성(1998b), "은행의 서비스품질 측정 차원에 관한 연구", 대한품질경영학회 1998년 춘계학술대회 발표논��집, pp. 500-509.
· • Asubonteng, P., McCleary, K.J. and Swan J.E.(1996), "SERVQUAL Revisited: A Critical Review of Service Quality", The Journal of Service Marketing, Vol.10 No.1, pp. 62-81.
· • Babbar, S.(1992), "A Dynamic Model for Continuous Improvement in the Management of Service Quality", International Journal of Operations &Production Management, Vol.12 No.2, pp. 38-48.
· • Barney, J.B.(1991), "Firm Resources and Sustained Competitive Advantage", Journal of Management, Vol.17 March, pp.99-120.
· • Berry, L.L., Zeithaml, A.V. and Parasuraman, A.(1985), "Quality Counts in Services, Too", Business Horizons, May-June, pp. 44-52.
· • Carman, J.M.(1990), "Consumer Perceptions of Service Quality: An Assessment of SERVQUAL Dimensions", Journal of Retailing, Vol.66 No.1, pp. 33-55.
· • Cronin, J.J. and Taylor, T.S.(1992), "Measuring Service Quality: A Re-examination and Extension", Journal of Marketing, Vol.56 No.3, pp. 55-69.
· • Grönroos, C.(1983), Strategic Management and Marketing in the Service Sector, Boston: Marketing Science Institute. Chapter 4.
· • Grönroos, C.(1990), Service Management and Marketing: Managing the Moments of Truth in Service Competition, Lexington Books, Chapter 3. pp. 49-70.
· • Johnston, R. and Silvestro, R.(1990), "The Determinants of Service Quality: A Customer-based Approach", in The Proceedings of the Decision Science Institute Conference, San Diego, CA, November.
· • Johnston, R. and Silvestro, R., Fitzgerald, L. and Voss, C.(1990), "Developing the Determinants of Service Quality", in The Proceedings of the 1st International Research Seminar in Service Management, La Londes les Maures, June.
· • Johnston, R.(1995), "The Determinants of Service Quality: Satisfiers and Dissatisfiers", International Journal of Service Industry Management, Vol.6 No.5, pp. 53-71.
· • Karmarkar, U.S.(1993), "Service Quality", Working Paper.
· • Lehtinen, J.R.(1983), Customer Oriented Service System, Service Management Institute Working Paper, Helsinki, Finland.
· • Lehtinen, U. and Lehtinen, J.R.(1991), "Two Approaches to Service Quality Dimensions", The Service Industries Journal, Vol.11 No.3, pp. 287-303.
· • Parasuraman, A., Zeithaml, A.V. and Berry, L.L.(1985), "A Conceptual Model of Service Quality and its Implication for Future Research", Journal of Marketing, Vol.49, pp. 41-50.
· • Parasuraman, A., Zeithaml, A.V. and Berry, L.L.(1988), "SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol.64, Spring, pp. 12-40.
· • Stafford, M.R.(1994), "How Customers Perceive Service Quality", Journal of Retail Banking, Vol.17 No.2, Summer, pp. 29-37.
· • Tenner, A.R. and DeToro, I.J.(1992), Total Quality Management - Three Steps to Continuous Improvement, Addison-Wesley Publishing Company, Inc., pp. 61-75.