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Volumn 36, Issue 2, 1996, Pages 35-46

The strategic use of transportation time and reliability for competitive advantage

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EID: 0030335837     PISSN: 00411612     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article
Times cited : (16)

References (62)
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    • New York: The Free Press
    • See: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); and George Stalk, Jr., "Time - The Next Source of Competitive Advantage," Harvard Business Review, (July-August, 1988), pp. 41-51.
    • (1985) Competitive Advantage: Creating and Sustaining Superior Performance
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  • 2
    • 0003596545 scopus 로고    scopus 로고
    • New York: The Free Press
    • See: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); and George Stalk, Jr., "Time - The Next Source of Competitive Advantage," Harvard Business Review, (July-August, 1988), pp. 41-51.
    • (1990) Competing Against Time: How Time-based Competition Is Reshaping Global Markets
    • Stalk G., Jr.1    Hout, T.M.2
  • 3
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    • Time - The next source of competitive advantage
    • July-August
    • See: Michael E. Porter, Competitive Advantage: Creating and Sustaining Superior Performance, (New York: The Free Press, 1985); and George Stalk, Jr. and Thomas M. Hout, Competing Against Time: How Time-Based Competition is Reshaping Global Markets, (New York: The Free Press, 1990); and George Stalk, Jr., "Time - The Next Source of Competitive Advantage," Harvard Business Review, (July-August, 1988), pp. 41-51.
    • (1988) Harvard Business Review , pp. 41-51
    • Stalk G., Jr.1
  • 5
    • 0040545346 scopus 로고    scopus 로고
    • Homewood, IL: Dow Jones-Irwin
    • See: James L. Heskett, W. Earl Sasser, Jr., and Christopher W. L. Hart, Service Breakthroughs: Changing the Rules of the Game, (New York: The Free Press, 1990); and Arthur D. Little, Inc. and The Pennsylvania State University, Center of Logistics Research, Logistics in Service Industries (Homewood, IL: Dow Jones-Irwin, 1991).
    • (1991) Logistics in Service Industries
  • 9
    • 0039952321 scopus 로고    scopus 로고
    • See note 17 for this benchmarking literature
    • See note 17 for this benchmarking literature.
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    • 0039359967 scopus 로고
    • Service logistics: An introduction
    • Frank W. Davis, Jr. and Karl B. Manrodt, "Service Logistics: An Introduction," International Journal of Physical Distribution and Logistics Management, Vol. 21, no. 7 (1991), pp. 4-13; and Frank W. Davis, Jr. and Karl B. Manrodt, "Teaching Service Response Logistics," Proceedings of the 1991 Annual Transportation and Logistics Educators Conference (September, 1991), pp. 47-77.
    • (1991) International Journal of Physical Distribution and Logistics Management , vol.21 , Issue.7 , pp. 4-13
    • Davis F.W., Jr.1    Manrodt, K.B.2
  • 14
    • 0039359967 scopus 로고
    • Teaching service response logistics
    • September
    • Frank W. Davis, Jr. and Karl B. Manrodt, "Service Logistics: An Introduction," International Journal of Physical Distribution and Logistics Management, Vol. 21, no. 7 (1991), pp. 4-13; and Frank W. Davis, Jr. and Karl B. Manrodt, "Teaching Service Response Logistics," Proceedings of the 1991 Annual Transportation and Logistics Educators Conference (September, 1991), pp. 47-77.
    • (1991) Proceedings of the 1991 Annual Transportation and Logistics Educators Conference , pp. 47-77
    • Davis F.W., Jr.1    Manrodt, K.B.2
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    • Comparing objective service failures and subjective complaints
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    • Diane Halstead, Edward A. Morash, and John Ozment, "Comparing Objective Service Failures and Subjective Complaints" Journal of Business Research, Vol. 36, No. 2 (June 1996), p. 107.
    • (1996) Journal of Business Research , vol.36 , Issue.2 , pp. 107
    • Halstead, D.1    Morash, E.A.2    Ozment, J.3
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    • Milwaukee, WI: ASQC Quality Press
    • Robert C. Camp, Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance (Milwaukee, WI: ASQC Quality Press, 1989); Donald J. Bowersox, et al., Leading Edge Logistics Competitive Positioning for the 1990's (Oak Brook, IL Council of Logistics Management, 1989); and Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10.
    • (1989) Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance
    • Camp, R.C.1
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    • Oak Brook, IL Council of Logistics Management
    • Robert C. Camp, Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance (Milwaukee, WI: ASQC Quality Press, 1989); Donald J. Bowersox, et al., Leading Edge Logistics Competitive Positioning for the 1990's (Oak Brook, IL Council of Logistics Management, 1989); and Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10.
    • (1989) Leading Edge Logistics Competitive Positioning for the 1990's
    • Bowersox, D.J.1
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    • 0002916526 scopus 로고
    • How to measure yourself against the best
    • January-February
    • Robert C. Camp, Benchmarking: The Search for Industry Best Practices that Lead to Superior Performance (Milwaukee, WI: ASQC Quality Press, 1989); Donald J. Bowersox, et al., Leading Edge Logistics Competitive Positioning for the 1990's (Oak Brook, IL Council of Logistics Management, 1989); and Frances Tucker, Seymour M. Zivan, and Robert C. Camp, "How to Measure Yourself Against the Best," Harvard Business Review, Vol. 65, No. 1 (January-February, 1987), pp. 8-10.
    • (1987) Harvard Business Review , vol.65 , Issue.1 , pp. 8-10
    • Tucker, F.1    Zivan, S.M.2    Camp, R.C.3
  • 26
    • 0004297183 scopus 로고    scopus 로고
    • Washington, D.C.: Office of Consumer Affairs
    • U.S. Department of Transportation, Air Travel Consumer Report (Washington, D.C.: Office of Consumer Affairs, 1995); U.S. Department of Transportation, Air Carrier Financial Statistics (Washington, D.C.: Office of Aviation Information Management, 1995); and U.S. Department of Transportation, Air Carrier Traffic Statistics (Washington, D.C.: Office of Aviation Information Management, 1995).
    • (1995) Air Travel Consumer Report
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    • Washington, D.C.: Office of Aviation Information Management
    • U.S. Department of Transportation, Air Travel Consumer Report (Washington, D.C.: Office of Consumer Affairs, 1995); U.S. Department of Transportation, Air Carrier Financial Statistics (Washington, D.C.: Office of Aviation Information Management, 1995); and U.S. Department of Transportation, Air Carrier Traffic Statistics (Washington, D.C.: Office of Aviation Information Management, 1995).
    • (1995) Air Carrier Financial Statistics
  • 28
    • 0039359966 scopus 로고
    • Washington, D.C.: Office of Aviation Information Management
    • U.S. Department of Transportation, Air Travel Consumer Report (Washington, D.C.: Office of Consumer Affairs, 1995); U.S. Department of Transportation, Air Carrier Financial Statistics (Washington, D.C.: Office of Aviation Information Management, 1995); and U.S. Department of Transportation, Air Carrier Traffic Statistics (Washington, D.C.: Office of Aviation Information Management, 1995).
    • (1995) Air Carrier Traffic Statistics
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    • Communication and control processes in the delivery of service quality
    • April
    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1988) Journal of Marketing , vol.52 , pp. 35-48
    • Zeithaml, V.A.1    Berry, L.L.2    Parasuraman, A.3
  • 30
    • 0002344732 scopus 로고
    • Problems and strategies in services marketing
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    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1985) Journal of Marketing , vol.49 , pp. 33-46
    • Zeithaml, V.A.1    Parasuraman, A.2    Berry, L.L.3
  • 31
    • 0003985476 scopus 로고    scopus 로고
    • Lexington, MA: Lexington Books
    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1990) Service Management and Marketing
    • Gronroos, C.1
  • 32
    • 84947652441 scopus 로고
    • A relationship approach to the marketing function in service contexts: The marketing and organizational behavior interface
    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1989) Journal of Business Research
    • Gronroos, C.1
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    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1984) European Journal of Marketing , vol.18 , pp. 36-44
    • Gronroos, C.1
  • 34
    • 0030161837 scopus 로고    scopus 로고
    • See, for example, Valarie A. Zeithaml. Leonard L. Berry, and A. Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of Marketing, Vol. 52 (April, 1988), pp. 35-48; Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49 (Spring, 1985), pp. 33-46; Christian Gronroos, Service Management and Marketing (Lexington, MA: Lexington Books, 1990); Christian Gronroos, "A Relationship Approach to the Marketing Function in Service Contexts: The Marketing and Organizational Behavior Interface," Journal of Business Research, (1989); and Christian Gronroos, "A Service Quality Model and Its Marketing Implications," European Journal of Marketing Vol. 18 (1984), pp. 36-44; and Halstead, Morash, and Ozment, "Comparing Objective Service Failures and Subjective Complaints," (1996), pp. 107-115.
    • (1996) Comparing Objective Service Failures and Subjective Complaints , pp. 107-115
    • Halstead1    Morash2    Ozment3
  • 35
    • 84952737847 scopus 로고
    • The structure of customer complaint behavior in the airline industry
    • Ruth N. Bolton and Randall G. Chapman, "The Structure of Customer Complaint Behavior in the Airline Industry," Proceedings of the 1989 Annual Meeting of the Academy of Marketing Science, 1989, pp. 546-551; Valerie S. Folkes, Susan Koletsky, and John L. Graham, "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Vol. 13 (March, 1987), pp. 534-539; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing Vol. 54 (January, 1990). pp. 71-84; and Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
    • (1989) Proceedings of the 1989 Annual Meeting of the Academy of Marketing Science , pp. 546-551
    • Bolton, R.N.1    Chapman, R.G.2
  • 36
    • 0001421894 scopus 로고
    • A field study of causal inferences and consumer reaction: The view from the airport
    • March
    • Ruth N. Bolton and Randall G. Chapman, "The Structure of Customer Complaint Behavior in the Airline Industry," Proceedings of the 1989 Annual Meeting of the Academy of Marketing Science, 1989, pp. 546-551; Valerie S. Folkes, Susan Koletsky, and John L. Graham, "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Vol. 13 (March, 1987), pp. 534-539; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing Vol. 54 (January, 1990). pp. 71-84; and Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
    • (1987) Journal of Consumer Research , vol.13 , pp. 534-539
    • Folkes, V.S.1    Koletsky, S.2    Graham, J.L.3
  • 37
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    • The service encounter: Diagnosing favorable and unfavorable incidents
    • January
    • Ruth N. Bolton and Randall G. Chapman, "The Structure of Customer Complaint Behavior in the Airline Industry," Proceedings of the 1989 Annual Meeting of the Academy of Marketing Science, 1989, pp. 546-551; Valerie S. Folkes, Susan Koletsky, and John L. Graham, "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Vol. 13 (March, 1987), pp. 534-539; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing Vol. 54 (January, 1990). pp. 71-84; and Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
    • (1990) Journal of Marketing , vol.54 , pp. 71-84
    • Bitner, M.J.1    Booms, B.M.2    Tetreault, M.S.3
  • 38
    • 0003744505 scopus 로고
    • New York: The Free Press
    • Ruth N. Bolton and Randall G. Chapman, "The Structure of Customer Complaint Behavior in the Airline Industry," Proceedings of the 1989 Annual Meeting of the Academy of Marketing Science, 1989, pp. 546-551; Valerie S. Folkes, Susan Koletsky, and John L. Graham, "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Vol. 13 (March, 1987), pp. 534-539; Mary Jo Bitner, Bernard M. Booms, and Mary S. Tetreault, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing Vol. 54 (January, 1990). pp. 71-84; and Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: The Free Press, 1990).
    • (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations
    • Zeithaml, V.A.1    Parasuraman, A.2    Berry, L.L.3
  • 39
    • 0003985476 scopus 로고    scopus 로고
    • See Gronroos, Service Management and Marketing; Gronroos, "A Service Quality Model and Its Marketing Implications;" Christopher H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47 (Summer, 1983), pp. 9-20; Richard Normann, Service Management: Strategy and Leadership in Service Businesses (New York: John Wiley and Sons, 1984): and Karl Albrecht and Ron Zemke, Service America (Homewood, IL: Dow Jones-Irwin, 1985).
    • Service Management and Marketing
    • Gronroos1
  • 40
    • 0002046703 scopus 로고    scopus 로고
    • See Gronroos, Service Management and Marketing; Gronroos, "A Service Quality Model and Its Marketing Implications;" Christopher H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47 (Summer, 1983), pp. 9-20; Richard Normann, Service Management: Strategy and Leadership in Service Businesses (New York: John Wiley and Sons, 1984): and Karl Albrecht and Ron Zemke, Service America (Homewood, IL: Dow Jones-Irwin, 1985).
    • A Service Quality Model and Its Marketing Implications
    • Gronroos1
  • 41
    • 0001836610 scopus 로고
    • Classifying services to gain strategic marketing insights
    • Summer
    • See Gronroos, Service Management and Marketing; Gronroos, "A Service Quality Model and Its Marketing Implications;" Christopher H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47 (Summer, 1983), pp. 9-20; Richard Normann, Service Management: Strategy and Leadership in Service Businesses (New York: John Wiley and Sons, 1984): and Karl Albrecht and Ron Zemke, Service America (Homewood, IL: Dow Jones-Irwin, 1985).
    • (1983) Journal of Marketing , vol.47 , pp. 9-20
    • Lovelock, C.H.1
  • 42
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    • New York: John Wiley and Sons
    • See Gronroos, Service Management and Marketing; Gronroos, "A Service Quality Model and Its Marketing Implications;" Christopher H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47 (Summer, 1983), pp. 9-20; Richard Normann, Service Management: Strategy and Leadership in Service Businesses (New York: John Wiley and Sons, 1984): and Karl Albrecht and Ron Zemke, Service America (Homewood, IL: Dow Jones-Irwin, 1985).
    • (1984) Service Management: Strategy and Leadership in Service Businesses
    • Normann, R.1
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    • Homewood, IL: Dow Jones-Irwin
    • See Gronroos, Service Management and Marketing; Gronroos, "A Service Quality Model and Its Marketing Implications;" Christopher H. Lovelock, "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, Vol. 47 (Summer, 1983), pp. 9-20; Richard Normann, Service Management: Strategy and Leadership in Service Businesses (New York: John Wiley and Sons, 1984): and Karl Albrecht and Ron Zemke, Service America (Homewood, IL: Dow Jones-Irwin, 1985).
    • (1985) Service America
    • Albrecht, K.1    Zemke, R.2
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    • Air Travel Consumer Report
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    • A long-run cost function for the local service airline industry: An experiment in non-linear estimation
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    • George Eads, Marc Nerlove, and William Raduchel, "A Long-Run Cost Function for the Local Service Airline Industry: An Experiment in Non-Linear Estimation," The Review of Economics and Statistics, Vol. 51, No. 3 (August, 1969), pp. 258-270; George W. Douglas and James C. Miller, III, Economic Regulation of Domestic Air Transport: Theory and Policy (Washington D.C.: Brookings Institution, 1974).
    • (1969) The Review of Economics and Statistics , vol.51 , Issue.3 , pp. 258-270
    • Eads, G.1    Nerlove, M.2    Raduchel, W.3
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    • 0003991726 scopus 로고
    • Washington D.C.: Brookings Institution
    • George Eads, Marc Nerlove, and William Raduchel, "A Long-Run Cost Function for the Local Service Airline Industry: An Experiment in Non-Linear Estimation," The Review of Economics and Statistics, Vol. 51, No. 3 (August, 1969), pp. 258-270; George W. Douglas and James C. Miller, III, Economic Regulation of Domestic Air Transport: Theory and Policy (Washington D.C.: Brookings Institution, 1974).
    • (1974) Economic Regulation of Domestic Air Transport: Theory and Policy
    • Douglas, G.W.1    Miller J.C. III2
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    • The nature of and determinants of customer expectations of service
    • Winter
    • Valarie A. Zeithaml, Leonard L. Berry, and A. Parasuraman, "The Nature of and Determinants of Customer Expectations of Service," Journal of the Academy of Marketing Science, Vol. 21, No. 1 (Winter, 1993), pp. 1-12.
    • (1993) Journal of the Academy of Marketing Science , vol.21 , Issue.1 , pp. 1-12
    • Zeithaml, V.A.1    Berry, L.L.2    Parasuraman, A.3
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    • Arthur D. Little and The Pennsylvania State University, Logistics in Service Industries; Davis and Manrodt, "Service Logistics"; and Davis and Manrodt, "Teaching Service Response Logistics."
    • Logistics in Service Industries
    • Little, A.D.1
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    • Arthur D. Little and The Pennsylvania State University, Logistics in Service Industries; Davis and Manrodt, "Service Logistics"; and Davis and Manrodt, "Teaching Service Response Logistics."
    • Service Logistics
    • Davis1    Manrodt2
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    • Arthur D. Little and The Pennsylvania State University, Logistics in Service Industries; Davis and Manrodt, "Service Logistics"; and Davis and Manrodt, "Teaching Service Response Logistics."
    • Teaching Service Response Logistics
    • Davis1    Manrodt2


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