메뉴 건너뛰기




Volumn 65, Issue 4, 2001, Pages 82-104

Logistics service quality as a segment-customized process

Author keywords

[No Author keywords available]

Indexed keywords


EID: 0035610701     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkg.65.4.82.18390     Document Type: Article
Times cited : (597)

References (86)
  • 1
    • 0039227611 scopus 로고
    • Value-added warehousing cuts inventory costs,"
    • Ackerman, Kenneth B. (1989), "Value-Added Warehousing Cuts Inventory Costs," Transportation & Distribution, 30 (July), 32-35.
    • (1989) Transportation & Distribution , vol.30 , Issue.JULY , pp. 32-35
    • Ackerman, K.B.1
  • 2
    • 0039819489 scopus 로고
    • Debuzzing 'value-added,'
    • _ (1991), "Debuzzing 'Value-Added,'" Transportation & Distribution, 32 (September), 60.
    • (1991) Transportation & Distribution , vol.32 , Issue.SEPTEMBER , pp. 60
  • 3
    • 84928454065 scopus 로고
    • An approach for confirmatory measurement and structural equation modeling of organizational properties
    • Anderson, James C. (1987), "An Approach for Confirmatory Measurement and Structural Equation Modeling of Organizational Properties," Management Science, 33 (April), 525-41.
    • (1987) Management Science , vol.33 , Issue.APRIL , pp. 525-541
    • Anderson, J.C.1
  • 4
    • 0000761228 scopus 로고
    • Some methods for respecifying measurement models to obtain unidimensional con-struct measurement
    • _ and David W. Gerbing (1988), "Some Methods for Respecifying Measurement Models to Obtain Unidimensional Con-struct Measurement," Journal of Marketing Research, 19 (November), 453-60.
    • (1988) Journal of Marketing Research , vol.19 , Issue.NOVEMBER , pp. 453-460
    • Gerbing, D.W.1
  • 5
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL scale
    • Babakus, Emin and Gregory W. Boller (1992), "An Empirical Assessment of the SERVQUAL Scale," Journal of Business Research, 24 (May), 253-68.
    • (1992) Journal of Business Research , vol.24 , Issue.MAY , pp. 253-268
    • Babakus, E.1    Boller, G.W.2
  • 6
    • 0012634054 scopus 로고
    • Measuring perceived quality as a multi-attribute attitude
    • Michael Levy and Dhruv Grewal, eds. Coral Gables, FL: Academy of Marketing Science
    • _ and Molly Inhofe (1993), x"Measuring Perceived Quality as a Multi-attribute Attitude," Developments in Marketing Science, Proceedings of the Academy of Marketing Science Annual Conference, Michael Levy and Dhruv Grewal, eds. Coral Gables, FL: Academy of Marketing Science, 376-80.
    • (1993) Developments in Marketing Science, Proceedings of the Academy of Marketing Science Annual Conference , pp. 376-380
    • Inhofe, M.1
  • 7
    • 0026582543 scopus 로고
    • Adapting the SERVQUAL scale to health care services: An empirical examination
    • _ and W. Glynn Mangold (1992), "Adapting the SERVQUAL Scale to Health Care Services: An Empirical Examination," Health Service Research, 25 (6), 767-80.
    • (1992) Health Service Research , vol.25 , Issue.6 , pp. 767-780
    • Mangold, W.G.1
  • 8
    • 70349555069 scopus 로고
    • Empirical examination of a direct measure of perceived service quality using 'SERVQUAL' items
    • David W. Cravens and Peter R. Dickson, eds. Chicago: American Marketing Association
    • _, Dennis L. Pedrick, and Molly Inhofe (1993), "Empirical Examination of a Direct Measure of Perceived Service Quality Using 'SERVQUAL' Items," in Enhancing Knowledge Development in Marketing, David W. Cravens and Peter R. Dickson, eds. Chicago: American Marketing Association, 8-9.
    • (1993) Enhancing Knowledge Development in Marketing , pp. 8-9
    • Pedrick, D.L.1    Inhofe, M.2
  • 9
    • 84937966892 scopus 로고
    • A general approach to representing multifaceted personality constructs: Application to self-esteem
    • Bagozzi, Richard P. and Todd E. Heatherton (1994), "A General Approach to Representing Multifaceted Personality Constructs: Application to Self-Esteem," Structural Equation Modeling, 1 (1), 35-67.
    • (1994) Structural Equation Modeling , vol.1 , Issue.1 , pp. 35-67
    • Bagozzi, R.P.1    Heatherton, T.E.2
  • 10
    • 0000372049 scopus 로고
    • Representing and testing organizational theories: A holistic construal
    • _ and Lynn W. Phillips (1982), "Representing and Testing Organizational Theories: A Holistic Construal," Administrative Science Quarterly, 27 (September), 459-89.
    • (1982) Administrative Science Quarterly , vol.27 , Issue.SEPTEMBER , pp. 459-489
    • Phillips, L.W.1
  • 12
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surrounding and employee responses
    • Bitner, Mary Jo (1990), "Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses," Journal of Marketing, 54 (April), 69-81.
    • (1990) Journal of Marketing , vol.54 , Issue.APRIL , pp. 69-81
    • Bitner, M.J.1
  • 13
    • 21844492054 scopus 로고
    • Critical service encounters: The employee's view
    • _, Bernard H. Booms, and Lois A. Mohr (1994), "Critical Service Encounters: The Employee's View," Journal of Marketing, 58 (October), 95-106.
    • (1994) Journal of Marketing , vol.58 , Issue.OCTOBER , pp. 95-106
    • Booms, B.H.1    Mohr, L.A.2
  • 14
    • 0001965293 scopus 로고
    • The service encounter: Diagnosing favorable and unfavorable incidents
    • _, Bernard H. Booms, and Mary Stanfield Tetreault (1990), "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing, 54 (January), 71-84.
    • (1990) Journal of Marketing , vol.54 , Issue.JANUARY , pp. 71-84
    • Booms, B.H.1    Tetreault, M.S.2
  • 16
    • 0000366430 scopus 로고
    • Can the SERVQUAL scale be generalized to business-to-business services?
    • A. Parasuraman et al., eds. Chicago: American Marketing Association
    • Brensinger, Ronald P. and Douglas M. Lambert (1990), "Can the SERVQUAL Scale Be Generalized to Business-to-Business Services?" in Enhancing Knowledge Development in Marketing, A. Parasuraman et al., eds. Chicago: American Marketing Association, 289.
    • (1990) Enhancing Knowledge Development in Marketing , pp. 289
    • Brensinger, R.P.1    Lambert, D.M.2
  • 17
    • 27544444561 scopus 로고
    • Research note: Improving the measurement of service quality
    • Brown, Tom J., Gilbert A. Churchill, and J. Paul Peter (1993), "Research Note: Improving the Measurement of Service Quality," Journal of Retailing, 69 (Spring), 127-39.
    • (1993) Journal of Retailing , vol.69 , Issue.SPRING , pp. 127-139
    • Brown, T.J.1    Churchill, G.A.2    Peter, J.P.3
  • 19
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carmen, James M. (1990), "Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions," Journal of Retailing, 66 (Spring), 33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.SPRING , pp. 33-55
    • Carmen, J.M.1
  • 22
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J. Joseph and Steven A. Taylor (1992), "Measuring Service Quality: A Reexamination and Extension," Journal of Marketing, 56 (July), 55-68.
    • (1992) Journal of Marketing , vol.56 , Issue.JULY , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 24
    • 0012815838 scopus 로고    scopus 로고
    • Leveraging logistics/distribution capabilities: The effect of logistics service on market share
    • Daugherty, Patricia J., Theodore P. Stank, and Alexander E. Ellinger (1998), "Leveraging Logistics/Distribution Capabilities: The Effect of Logistics Service on Market Share," Journal of Business Logistics, 19 (2), 35-51.
    • (1998) Journal of Business Logistics , vol.19 , Issue.2 , pp. 35-51
    • Daugherty, P.J.1    Stank, T.P.2    Ellinger, A.E.3
  • 25
    • 0030543698 scopus 로고    scopus 로고
    • Impact of salesperson attraction on sales managers: Attributions and feedback
    • DeCarlo, Thomas E. and Thomas W. Leigh (1996), "Impact of Salesperson Attraction on Sales Managers: Attributions and Feedback," Journal of Marketing, 60 (April), 47-66.
    • (1996) Journal of Marketing , vol.60 , Issue.APRIL , pp. 47-66
    • Decarlo, T.E.1    Leigh, T.W.2
  • 26
    • 0002384720 scopus 로고
    • Customer service, customer satisfaction, and corporate performance
    • Dresner, Martin and Kefeng Xu (1995), "Customer Service, Customer Satisfaction, and Corporate Performance," Journal of Business Logistics, 16 (1), 23-41.
    • (1995) Journal of Business Logistics , vol.16 , Issue.1 , pp. 23-41
    • Dresner, M.1    Xu, K.2
  • 27
    • 0001649133 scopus 로고
    • An evaluation of the SERVQUAL scales in a retailing setting
    • Rebecca H. Holman and Michael R. Solomon, eds. Provo, UT: Association for Consumer Research
    • Finn, David W. and Charles W. Lamb (1990), "An Evaluation of the SERVQUAL Scales in a Retailing Setting," in Advances in Consumer Research, Rebecca H. Holman and Michael R. Solomon, eds. Provo, UT: Association for Consumer Research, 483-90.
    • (1990) Advances in Consumer Research , pp. 483-490
    • Finn, D.W.1    Lamb, C.W.2
  • 28
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • Fornell, Claes and David F. Larcker (1981), "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, 18 (February), 39-50.
    • (1981) Journal of Marketing Research , vol.18 , Issue.FEBRUARY , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 29
    • 84965538040 scopus 로고
    • Monte carlo evaluations of goodness of fit indices for structural equation models
    • Gerbing, David W. and James C. Anderson (1992), "Monte Carlo Evaluations of Goodness of Fit Indices for Structural Equation Models," Sociological Methods and Research, 21 (2), 132-60.
    • (1992) Sociological Methods and Research , vol.21 , Issue.2 , pp. 132-160
    • Gerbing, D.W.1    Anderson, J.C.2
  • 31
    • 0001911399 scopus 로고    scopus 로고
    • Mass customization: How logistics makes it happen
    • Gooley, Toby B. (1998), "Mass Customization: How Logistics Makes It Happen," Logistics Management and Distribution Report, 37 (4), 49-54.
    • (1998) Logistics Management and Distribution Report , vol.37 , Issue.4 , pp. 49-54
    • Gooley, T.B.1
  • 33
    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • _ (1984), "A Service Quality Model and Its Marketing Implications," European Journal of Marketing, 18 (4), 36-44.
    • (1984) European Journal of Marketing , vol.18 , Issue.4 , pp. 36-44
  • 35
    • 0030501311 scopus 로고    scopus 로고
    • The management of customer contact service employees: An empirical investigation
    • Hartline, Michael D. and O.C. Ferrell (1996), "The Management of Customer Contact Service Employees: An Empirical Investigation," Journal of Marketing, 69 (October), 52-70.
    • (1996) Journal of Marketing , vol.69 , Issue.OCTOBER , pp. 52-70
    • Hartline, M.D.1    Ferrell, O.C.2
  • 36
    • 0034397238 scopus 로고    scopus 로고
    • Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees
    • _, James G. Maxham III, and Daryl O. McKee (2000), "Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees," Journal of Marketing, 64 (April), 35-50.
    • (2000) Journal of Marketing , vol.64 , Issue.APRIL , pp. 35-50
    • Maxham J.G. III1    McKee, D.O.2
  • 37
    • 0032447290 scopus 로고    scopus 로고
    • Managing the international strategic sourcing process as a market-driven organizational learning system
    • Hult, G. Tomas M. (1998), "Managing the International Strategic Sourcing Process as a Market-Driven Organizational Learning System," Decision Sciences, 29 (1), 193-216.
    • (1998) Decision Sciences , vol.29 , Issue.1 , pp. 193-216
    • Hult, G.T.M.1
  • 38
    • 0034395715 scopus 로고    scopus 로고
    • Organizational learning in global purchasing: A model and test of internal users and corporate buyers
    • _, Robert F. Hurley, Larry C. Giunipero, and Ernest L. Nichols Jr. (2000), "Organizational Learning in Global Purchasing: A Model and Test of Internal Users and Corporate Buyers," Decision Sciences, 31 (2), 293-325.
    • (2000) Decision Sciences , vol.31 , Issue.2 , pp. 293-325
    • Hurley, R.F.1    Giunipero, L.C.2    Nichols E.L., Jr.3
  • 39
    • 0002911578 scopus 로고
    • Customer service: The key to customer satisfaction, customer loyalty, and market share
    • Innis, Daniel E. and Bernard J. LaLonde (1994), "Customer Service: The Key to Customer Satisfaction, Customer Loyalty, and Market Share," Journal of Business Logistics, 15 (1), 1-27.
    • (1994) Journal of Business Logistics , vol.15 , Issue.1 , pp. 1-27
    • Innis, D.E.1    LaLonde, B.J.2
  • 42
    • 0000022219 scopus 로고    scopus 로고
    • Interdepartmental integration: A definition with implications for product development performance
    • Kahn, Kenneth B. (1996), "Interdepartmental Integration: A Definition with Implications for Product Development Performance," Journal of Product Innovation Management, 13 (March), 137-51.
    • (1996) Journal of Product Innovation Management , vol.13 , Issue.MARCH , pp. 137-151
    • Kahn, K.B.1
  • 47
    • 0041006123 scopus 로고
    • A gap analysis of buyer and seller perceptions of the importance of marketing mix attributes
    • A. Parasuraman et al., eds. Chicago: American Marketing Association
    • Lambert, Douglas M., James R. Stock, and Jay U. Sterling (1990), "A Gap Analysis of Buyer and Seller Perceptions of the Importance of Marketing Mix Attributes," in Enhancing Knowledge Development in Marketing, A. Parasuraman et al., eds. Chicago: American Marketing Association, 208.
    • (1990) Enhancing Knowledge Development in Marketing , pp. 208
    • Lambert, D.M.1    Stock, J.R.2    Sterling, J.U.3
  • 48
    • 84954995311 scopus 로고
    • Achieving customer value through logistics management
    • Michael J. Stahl and Gregory M. Bounds, eds. Westport, CT: Quorum Books
    • Langley, C. John, Jr., and Mary C. Holcomb (1991), "Achieving Customer Value Through Logistics Management," in Competing Globally Through Customer Value, Michael J. Stahl and Gregory M. Bounds, eds. Westport, CT: Quorum Books, 547-65.
    • (1991) Competing Globally Through Customer Value , pp. 547-565
    • Langley C.J., Jr.1    Holcomb, M.C.2
  • 49
    • 0032208328 scopus 로고    scopus 로고
    • Process improvement, quality, and learning effects
    • Li, George and Sampath Rajagopalan (1999), "Process Improvement, Quality, and Learning Effects," Management Science, 44 (11), 1517-32.
    • (1999) Management Science , vol.44 , Issue.11 , pp. 1517-1532
    • Li, G.1    Rajagopalan, S.2
  • 50
    • 0001836610 scopus 로고
    • Classifying services to gain strategic marketing insights
    • Lovelock, Christopher H. (1983), "Classifying Services to Gain Strategic Marketing Insights," Journal of Marketing, 47 (Summer), 9-20.
    • (1983) Journal of Marketing , vol.47 , Issue.SUMMER , pp. 9-20
    • Lovelock, C.H.1
  • 51
    • 0000477824 scopus 로고
    • Specification searches in covariance structure modeling
    • MacCullum, R.C. (1986), "Specification Searches in Covariance Structure Modeling," Psychological Bulletin, 100, 107-20.
    • (1986) Psychological Bulletin , vol.100 , pp. 107-120
    • MacCullum, R.C.1
  • 52
    • 0033877542 scopus 로고    scopus 로고
    • Processes and their frameworks
    • Mackenzie, Kenneth D. (2000), "Processes and Their Frameworks," Management Science, 46 (1), 110-25.
    • (2000) Management Science , vol.46 , Issue.1 , pp. 110-125
    • Mackenzie, K.D.1
  • 53
    • 0005865327 scopus 로고
    • Managing channel relations in the 21st century
    • Mentzer, John T. (1993), "Managing Channel Relations in the 21st Century," Journal of Business Logistics, 14 (1), 27-42.
    • (1993) Journal of Business Logistics , vol.14 , Issue.1 , pp. 27-42
    • Mentzer, J.T.1
  • 54
    • 0005773059 scopus 로고
    • Logistics control systems in the 21st century
    • _ and John Firman, (1994), "Logistics Control Systems in the 21st Century," Journal of Business Logistics, 15 (1), 215-28.
    • (1994) Journal of Business Logistics , vol.15 , Issue.1 , pp. 215-228
    • Firman, J.1
  • 55
    • 0011055856 scopus 로고    scopus 로고
    • Developing a logistics service quality scale
    • _, Daniel J. Flint, and John L. Kent (1999), "Developing a Logistics Service Quality Scale," Journal of Business Logistics, 20 (1), 9-32.
    • (1999) Journal of Business Logistics , vol.20 , Issue.1 , pp. 9-32
    • Flint, D.J.1    Kent, J.L.2
  • 56
    • 51249171448 scopus 로고
    • Physical distribution service: A fundamental marketing concept?
    • _, Roger Gomes, and Robert E. Krapfel Jr. (1989), "Physical Distribution Service: A Fundamental Marketing Concept?" Journal of the Academy of Marketing Science, 17 (Winter), 53-62.
    • (1989) Journal of the Academy of Marketing Science , vol.17 , Issue.WINTER , pp. 53-62
    • Gomes, R.1    Krapfel R.E., Jr.2
  • 57
    • 84986037636 scopus 로고    scopus 로고
    • Application of the means-end value hierarchy model of understanding logistics service quality
    • _, Stephen M. Rutner, and Ken Matsuno (1997), "Application of the Means-End Value Hierarchy Model of Understanding Logistics Service Quality," International Journal of Physical Distribution and Logistics Management, 27 (9/10), 230-43.
    • (1997) International Journal of Physical Distribution and Logistics Management , vol.27 , Issue.9-10 , pp. 230-243
    • Rutner, S.M.1    Matsuno, K.2
  • 58
    • 85000076537 scopus 로고    scopus 로고
    • The role of logistics leverage in marketing strategy
    • _ and Lisa R. Williams (2001), "The Role of Logistics Leverage in Marketing Strategy," Journal of Marketing Channels, 8 (3/4), 29-48.
    • (2001) Journal of Marketing Channels , vol.8 , Issue.3-4 , pp. 29-48
    • Williams, L.R.1
  • 61
    • 0025806245 scopus 로고
    • An empirical investigation of two models of patient satisfaction
    • Mishra, Debi, Jagdip Singh, and Van Wood (1991), "An Empirical Investigation of Two Models of Patient Satisfaction," Journal of Ambulatory Care Marketing, 4 (Winter), 17-36.
    • (1991) Journal of Ambulatory Care Marketing , vol.4 , Issue.WINTER , pp. 17-36
    • Mishra, D.1    Singh, J.2    Wood, V.3
  • 62
    • 0002289113 scopus 로고    scopus 로고
    • Strategic logistics capabilities for competitive advantage and firm success
    • Morash, Edward A., Cornelia L.M. Droge, and Shawnee K. Vickery (1996), "Strategic Logistics Capabilities for Competitive Advantage and Firm Success," Journal of Business Logistics, 17 (1), 1-22.
    • (1996) Journal of Business Logistics , vol.17 , Issue.1 , pp. 1-22
    • Morash, E.A.1    Droge, C.L.M.2    Vickery, S.K.3
  • 64
    • 0012165203 scopus 로고    scopus 로고
    • Comparative views of logistics and marketing practitioners regarding interfunctional coordination
    • _ and Richard F. Poist (1996), "Comparative Views of Logistics and Marketing Practitioners Regarding Interfunctional Coordination," International Journal of Physical Distribution and Logistics Management, 26 (8), 15-28.
    • (1996) International Journal of Physical Distribution and Logistics Management , vol.26 , Issue.8 , pp. 15-28
    • Poist, R.F.1
  • 67
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49 (Fall), 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.FALL , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 68
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • _, _, and _ (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, 63 (1), 12-37.
    • (1988) Journal of Retailing , vol.63 , Issue.1 , pp. 12-37
  • 69
    • 0001261094 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • _, _, and _ (1991), "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, 67 (4), 420-50.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-450
  • 70
    • 58149206846 scopus 로고
    • Research note: More on improving service quality measurement
    • _, _, and _ (1993), "Research Note: More on Improving Service Quality Measurement," Journal of Retailing, 69 (1), 140-47.
    • (1993) Journal of Retailing , vol.69 , Issue.1 , pp. 140-147
  • 71
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research
    • _, _, and _ (1994), "Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research," Journal of Marketing, 58 (January), 111-24.
    • (1994) Journal of Marketing , vol.58 , Issue.JANUARY , pp. 111-124
  • 72
    • 0039819455 scopus 로고
    • Physical distribution service: A neglected aspect of marketing management
    • Perrault, William D. and Frederick Russ (1974), "Physical Distribution Service: A Neglected Aspect of Marketing Management," MSU Business Topics, 22 (Summer), 37-45.
    • (1974) MSU Business Topics , vol.22 , Issue.SUMMER , pp. 37-45
    • Perrault, W.D.1    Russ, F.2
  • 73
    • 0041006125 scopus 로고
    • Logistical process redesign: Some useful insights
    • Persson, Göran (1995), "Logistical Process Redesign: Some Useful Insights," International Journal of Logistics Management, 6 (1), 13-26.
    • (1995) International Journal of Logistics Management , vol.6 , Issue.1 , pp. 13-26
    • Persson, G.1
  • 74
    • 0039819463 scopus 로고
    • A perceptual process model of customer service based on cybernetic/control theory
    • Pisharodi, Mohan and C. John Langley Jr. (1990), "A Perceptual Process Model of Customer Service Based on Cybernetic/Control Theory," Journal of Business Logistics, 11 (1), 26-48.
    • (1990) Journal of Business Logistics , vol.11 , Issue.1 , pp. 26-48
    • Pisharodi, M.1    Langley C.J., Jr.2
  • 75
    • 51249172650 scopus 로고
    • Furthering the integration of marketing and logistics through customer service
    • Rinehart, Lloyd M., M. Bixby Cooper, and George D. Wagenheim (1989), "Furthering the Integration of Marketing and Logistics Through Customer Service," Journal of the Academy of Marketing Science, 17 (Winter), 63-72.
    • (1989) Journal of the Academy of Marketing Science , vol.17 , Issue.WINTER , pp. 63-72
    • Rinehart, L.M.1    Cooper, M.B.2    Wagenheim, G.D.3
  • 77
    • 0039819453 scopus 로고
    • The customer satisfaction/logistics interface
    • Sharma, Arun, Dhruv Grewal, and Michael Levy (1995), "The Customer Satisfaction/Logistics Interface," Journal of Business Logistics, 16 (2), 1-22.
    • (1995) Journal of Business Logistics , vol.16 , Issue.2 , pp. 1-22
    • Sharma, A.1    Grewal, D.2    Levy, M.3
  • 78
    • 0003186215 scopus 로고
    • An empirical assessment of the SERVQUAL scale and the relationship between service quality and satisfaction
    • David W. Cravens and Peter R. Dickson, eds. Chicago: American Marketing Association
    • Spreng, Richard A. and A.K. Singh (1993), "An Empirical Assessment of the SERVQUAL Scale and the Relationship Between Service Quality and Satisfaction," in Enhancing Knowledge Development in Marketing, David W. Cravens and Peter R. Dickson, eds. Chicago: American Marketing Association, 1-6.
    • (1993) Enhancing Knowledge Development in Marketing , pp. 1-6
    • Spreng, R.A.1    Singh, A.K.2
  • 79
    • 0039227584 scopus 로고
    • Establishing customer service strategies within the marketing mix
    • Sterling, Jay U. and Douglas M. Lambert (1987), "Establishing Customer Service Strategies Within the Marketing Mix," Journal of Business Logistics, 8 (1), 1-30.
    • (1987) Journal of Business Logistics , vol.8 , Issue.1 , pp. 1-30
    • Sterling, J.U.1    Lambert, D.M.2
  • 81
    • 0002732557 scopus 로고
    • Predictability and personalization in the service encounter
    • Surprenant, Carol F. and Michael R. Solomon (1987), "Predictability and Personalization in the Service Encounter," Journal of Marketing, 51 (April), 86-96.
    • (1987) Journal of Marketing , vol.51 , Issue.APRIL , pp. 86-96
    • Surprenant, C.F.1    Solomon, M.R.2
  • 82
    • 0033269117 scopus 로고    scopus 로고
    • Cautions on the use of the sERVQUAL measure to assess the quality of information systems services
    • Van Dyke, Thomas P., Victor R. Prybutok, and Leon A. Kappelman (1999), "Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services," Decision Sciences, 30 (3), 877-91.
    • (1999) Decision Sciences , vol.30 , Issue.3 , pp. 877-891
    • Van Dyke, T.P.1    Prybutok, V.R.2    Kappelman, L.A.3
  • 83
  • 84
    • 0002519926 scopus 로고    scopus 로고
    • Logistics integration: The effect of information technology. Team composition, and corporate competitive positioning
    • Williams, Lisa R., Avril Nibbs, Dimples Irby, and Terence Finely (1997), "Logistics Integration: The Effect of Information Technology. Team Composition, and Corporate Competitive Positioning," Journal of Business Logistics, 18 (2), 31-42.
    • (1997) Journal of Business Logistics , vol.18 , Issue.2 , pp. 31-42
    • Williams, L.R.1    Nibbs, A.2    Irby, D.3    Finely, T.4
  • 85
    • 0040411948 scopus 로고
    • Adding value accuracy equals quality
    • Witt, Clyde E. (1991), "Adding Value Accuracy Equals Quality," Material Handling Engineering, 46 (April), 43.
    • (1991) Material Handling Engineering , vol.46 , Issue.APRIL , pp. 43
    • Witt, C.E.1
  • 86
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: The next source for competitive advantage
    • Woodruff, Robert B. (1997), "Customer Value: The Next Source for Competitive Advantage," Journal of the Academy of Marketing Science, 25 (2), 139-53.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-153
    • Woodruff, R.B.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.