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Volumn 42, Issue 6, 2004, Pages

Agent performance and customer satisfaction

Author keywords

[No Author keywords available]

Indexed keywords


EID: 12344321766     PISSN: 10775315     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review
Times cited : (22)

References (14)
  • 1
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    • Resource allocation and resident outcomes in nursing homes: Comparisons between the best and worst
    • Anderson, R. A., Hsieh, P., & Su, H. (1998). Resource allocation and resident outcomes in nursing homes: Comparisons between the best and worst. Research in Nursing, 21, (4), pp. 297-313.
    • (1998) Research in Nursing , vol.21 , Issue.4 , pp. 297-313
    • Anderson, R.A.1    Hsieh, P.2    Su, H.3
  • 3
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and Extension
    • Cronin, J. J. Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and Extension. Journal of Marketing, 56, pp. 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 4
    • 84860086185 scopus 로고
    • Performance Appraisal: How Extension Agents View the System
    • Davis, W. L., & Verma, S. (1993). Performance Appraisal: How Extension Agents View the System. Journal of Extension [On-line], 31(4). Available at: http://www.joe.org/joc/1993winter/a3.html
    • (1993) Journal of Extension [On-line] , vol.31 , Issue.4
    • Davis, W.L.1    Verma, S.2
  • 6
    • 0043265173 scopus 로고    scopus 로고
    • Bound by the past? Experience-based effects on commitment to the strategic status quo
    • Geletkanycz, M. A., & Black, S. S. (2001). Bound by the past? Experience-based effects on commitment to the strategic status quo. Journal of Management, 27, pp. 3-21.
    • (2001) Journal of Management , vol.27 , pp. 3-21
    • Geletkanycz, M.A.1    Black, S.S.2
  • 8
    • 3042607370 scopus 로고    scopus 로고
    • Florida Cooperative Extension Service, Factsheet AEC 356, University of Florida
    • Israel, G. D. (2000). Conducting a customer satisfaction survey. Florida Cooperative Extension Service, Factsheet AEC 356, University of Florida. Available at: http://edis.ifas.ufle.edu/WC039
    • (2000) Conducting a Customer Satisfaction Survey
    • Israel, G.D.1
  • 9
    • 0031498184 scopus 로고    scopus 로고
    • A theory of equitable performance standards
    • Kane, J. S., & Freeman, K. A. (1997). A theory of equitable performance standards. Journal of Management, 23(1), pp. 37-58.
    • (1997) Journal of Management , vol.23 , Issue.1 , pp. 37-58
    • Kane, J.S.1    Freeman, K.A.2
  • 10
    • 12344305466 scopus 로고    scopus 로고
    • Unpublished Paper Presented At The Cooperative Extension Program Leadership Conference. Pittsburgh, PA: 1999
    • Ladewig, H. (1999). Accountability and the Cooperative Extension System. Unpublished Paper Presented At The Cooperative Extension Program Leadership Conference. Pittsburgh, PA: 1999.
    • (1999) Accountability and the Cooperative Extension System
    • Ladewig, H.1
  • 11
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Retailing, 49, pp. 41-50.
    • (1985) Journal of Retailing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 12
    • 3042641024 scopus 로고    scopus 로고
    • Measuring and benchmarking customer satisfaction: Implications for organizational and stakeholder accountability
    • Radhakrishna, R. (2002). Measuring and benchmarking customer satisfaction: implications for organizational and stakeholder accountability. Journal of Extension [On-line], 40(1). Available at: http://www.joe.org/joe/ 2002february/rb2.html
    • (2002) Journal of Extension [On-line] , vol.40 , Issue.1
    • Radhakrishna, R.1
  • 13
    • 12344261930 scopus 로고    scopus 로고
    • Loyalty-based management
    • November-December
    • Reichheld, F. F. (2000). Loyalty-based management. Harvard Business Review, November-December.
    • (2000) Harvard Business Review
    • Reichheld, F.F.1
  • 14


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.