[journal] 김영택 / 2008 / A Study on service quality and customer satisfaction for selection of customer / 서비스경영학회지 / 한국서비스경영학회 9(1) : 131~146

[journal] 노경희 / 2006 / A Study on the impact of the HumanService Quality of Convention on theparticipant's Satisfaction and the participant's Behavioral Intentions / 관광연구 / 대한관광경영학회 21(2) : 125~140

[journal] 부숙진 / 2008 / Comparison of Service Quality Models Based on SERVQUAL, R-SERVQUAL, and SERVPERF / 관광연구 / 대한관광경영학회 23(1) : 253~274

[journal] 서헌 / 2008 / The Effect of Perceived Values on Visitor's Satisfaction, Revisit Intention, and Recommendation: Case of Visitors to Kangwon Land Casino / 호텔경영학연구 / 한국호텔외식경영학회 17(4) : 181~195

[journal] 이성희 / 2005 / 지각된 직원들의 서비스 태도가 품질, 가치, 고객만족에 미치는 영향에 관한 연구 / 컨벤션연구 5(1) : 73~84

[journal] 이유재 / 2000 / 고객 만족 경영의 개념과 실천에 관한 연구 / 경영저널 1(1) : 153~172

[journal] 이유재 / 2003 / The Relative Effects of Three Dimensions of Service Quality on CS - A Comparative Study of Existing vs. Potential Customers - / 마케팅연구 / 한국마케팅학회 18(4) : 67~97

[journal] 이정학 / 2007 / The Impact of Restaurant Service Quality on Perceived Value, Satisfaction, and Behavior Intention / 관광학연구 / 한국관광학회 31(5) : 97~118

[journal] 정재덕 / 2001 / 인적서비스 품질이 호텔기업의 경영성과에 미치는 영향 연구 / 호텔경영연구 5 : 25~46

[journal] 한혜숙 / 2009 / A Study on service quality and customer satisfaction for selection of customer / 서비스경영학회지 / 한국서비스경영학회 10(1) : 1~21

[journal] Akbaba, A. / 2006 / Measuring Service Quality in the Hotel Industry: A Study in a Business Hotel in Turkey / International Journal of Hospitality Management 25(2) : 170~192

[journal] Anderson, J. C. / 1988 / Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach / Psychological Bulletin 103(3) : 411~423

[report] Anderson, E. W. / 1991 / The Impact of Performance on Customer Satisfaction and Retention: An Investigation of Industry Differences / Quality Research Center

[journal] Anderson, E. W. / 1993 / The Antecedents and Consequences of Customer Satisfaction for Firms / Marketing Science 12(2) : 125~143

[journal] Baker, D. A. / 2000 / Quality, Satisfaction and Behavior Intentions / Annals of Tourism Research 27(3) : 785~804

[book] Bollen, K. A. / 1989 / Structural Equations with Latent Variables / Wiley

[journal] Brady, M. K. / 2001 / Customer Orientation Effects on Customer Service Perceptions and Outcome Behaviors / Journal of Service Research 3(3) : 241~251

[journal] Carpenter, J. M. / 2008 / Consumer Shopping Value, Satisfaction and loyalty in Discount Retailing / Journal of Retailing and Consumer Service 15 : 358~363

[journal] Chang, T. Z. / 1994 / Price, Product Information, and Purchase Intention: An Empirical Study / Journal of the Academy of Marketing Science 22(1) : 16~27

[journal] Churchill, G. J. / 1984 / Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis / Journal of Marketing Research 21 : 360~375

[journal] Cronin, J. J. / 1992 / Measuring Service Quality: A Reexamination and Extension / Journal of Marketing 56 : 55~68

[journal] Cronin, J. J. / 2000 / Assessing the Effects of Quality, Value, and Customer Satisfaction on Customer Behavioral Intentions in Service Environments / Journal of Retailing 76(2) : 193~218

[journal] Fornell, C. / 1981 / Evaluating Structural Equation Models with Unobservable Variables and Measurement Error / Journal of Marketing Research 18 : 39~50

[journal] Fornell, C. / 1995 / The Quality of Economic Output: Empirical Generalizations About Its Distribution and Relationship to Market Share / Marketing Science 14(3) : 203~211

[journal] Finn, D. W. / 1991 / An Evaluation of the SERVQUAL Scales in a Retailing Setting / Advances in Consumer Research 18(1) : 483~491

[book] Gale, B. T. / 1994 / Managing Customer Value: Creating Quality and Service That Customers Can See / Free Press

[journal] Galloway, L. / 1999 / Hysteresis: A Model of Consumer Behaviour? / Managing Service Quality 9(5) : 360~370

[journal] Gruen, T. W. / 2006 / e WOM: The Impact of Customer-to-Customer Online Know-how Exchange on Customer Value and Loyalty / Journal of Business Research 59 : 449~456

[book] Howard, J. A. / 1969 / A Theory of Buyer Behavior / John Wiley & Sons, Inc.

[book] Hair, J. F. / 1998 / Multivariate Data Analysis / Prentice Hall

[journal] Jones, E. / 2007 / The Role of Overload on Job Attitudes, Turnover Intentions, and Salesperson Performance / Journal of Business Research 60(7) : 663~671

[journal] Johnson, M. D. / 1991 / A Framework for Comparing Customer Satisfaction Across Individuals and Product Categories / Journal of Economic Psychology 12(2) : 267~286

[book] Kaul, S. / 2005 / Impact of Performance and Expressiveness Value of Store Service Quality on the Mediating Role of Satisfaction / Research and Publications : 1~33

[journal] Nadiri, H. / 2009 / Students' Perceptions of Service Quality in Higher Education / Total Quality Management & Business Excellence 20(5) : 523~535

[journal] Oh, H. / 2000 / Diner's Perceptions of Quality, Value and Satisfaction / Cornell Hotel and Restaurant Administration Quarterly 41(3) : 58~66

[journal] Oliver, R. L. / 1993 / A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts / Advances in Services Marketing and Management 2 : 65~85

[book] Oliver, R. L. / 1997 / Satisfaction: A Behavioral Perspective on the Consumer / McGraw-Hill

[journal] Olsen, S. O. / 2002 / Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty / Journal of the Academy of Marketing Science 30 : 240~249

[journal] Park, J. W. / 2007 / Passenger Perceptions of Service Quality: Korean and Australian Case Studies / Journal of Air Transport Management 13(4) : 238~242

[journal] Parasuraman, A. / 1985 / A Conceptual Model of Service Quality and Its Implications for Future Research / Journal of Marketing 49(Fall) : 41~50

[journal] Parasuraman, A. / 1988 / ServQual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality / Journal of Retailing 64(1) : 12~40

[thesis] Petrick, J. F. / 1999 / An Examination of the Relationship between Golf Travelers Satisfaction, Perceived Value and Loyalty and Their Intentions to Revisit / Clemson University

[journal] Petrick, J. F. / 2002 / Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service / Journal of Leisure Research 34(2) : 119~134

[journal] Petrick, J. F. / 2004 / First Timer’s and Repeaters’ Perceived Value / Journal of Travel Research 43 : 1~29

[journal] Petrick, J. F. / 2002 / An Examination of Golf Travelers’ Satisfaction, Perceived Value, Loyalty and Intentions to Revisit / Tourism Analysis 6(3/4) : 223~237

[journal] Saleh, F. / 1991 / Analysing Service Quality in the Hospitality Industry using the SERVQUAL Model / The Service Industry Journal 11(3) : 324~343

[journal] Tsai, H. H. / 2007 / Determinants of e-repurchase Intentions: An Integrative Model of Quadruple Retention Drivers / Information & Management 44 : 231~239

[journal] Zeithaml, V. A. / 1988 / Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence / Journal of Marketing 52(3) : 2~22

[journal] Zeithaml, V. A. / 1996 / The Behavioral Consequences of Service Quality / Journal of Marketing 60(2) : 31~46

[journal] Zeithaml, V. A. / 2000 / Service Quality, Profitability, and the Economic Worth of Customers: What We know and What We need to learn / Journal of Academy of Marketing Science 28(1) : 67~85