메뉴 건너뛰기




Volumn 15, Issue 4, 2007, Pages 315-333

Relationship drivers of customer commitment

Author keywords

[No Author keywords available]

Indexed keywords


EID: 34848882452     PISSN: 10696679     EISSN: None     Source Type: Journal    
DOI: 10.2753/MTP1069-6679150403     Document Type: Article
Times cited : (87)

References (60)
  • 1
    • 2942519192 scopus 로고    scopus 로고
    • Leveraging the Corporate Brand
    • Aaker, David A. (2004), "Leveraging the Corporate Brand," California Management Review, 46 (3), 6-18.
    • (2004) California Management Review , vol.46 , Issue.3 , pp. 6-18
    • Aaker, D.A.1
  • 2
    • 41649112685 scopus 로고
    • Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach
    • Anderson, James C., and David W. Gerbing (1988), "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach," Psychological Bulletin, 103 (3), 411-423.
    • (1988) Psychological Bulletin , vol.103 , Issue.3 , pp. 411-423
    • Anderson, J.C.1    Gerbing, D.W.2
  • 3
    • 0000357545 scopus 로고
    • Estimating Nonresponse Bias in Mail Surveys
    • August
    • Armstrong, J. Scott, and Terry S. Overton (1977), "Estimating Nonresponse Bias in Mail Surveys," Journal of Marketing Research, 14 (August), 396-402.
    • (1977) Journal of Marketing Research , vol.14 , pp. 396-402
    • Armstrong, J.S.1    Overton, T.S.2
  • 4
    • 51249177591 scopus 로고
    • On the Evaluation of Structural Equation Models
    • Spring
    • Bagozzi, Richard P., and Youjae Yi (1988), "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, 16 (Spring), 74-94.
    • (1988) Journal of the Academy of Marketing Science , vol.16 , pp. 74-94
    • Bagozzi, R.P.1    Yi, Y.2
  • 5
    • 3042652732 scopus 로고    scopus 로고
    • Bansal, Harvir S., P. Gregory Irving, and Shirley F. Taylor (2004), A Three-Component Model of Customer Commitment to Service Providers, Journal of the Academy of Marketing Science, 32 (Summer), 234-250.
    • Bansal, Harvir S., P. Gregory Irving, and Shirley F. Taylor (2004), "A Three-Component Model of Customer Commitment to Service Providers," Journal of the Academy of Marketing Science, 32 (Summer), 234-250.
  • 7
    • 84877034064 scopus 로고    scopus 로고
    • A Model of Customer Loyalty in the Retail Banking Market
    • Beerli, Asuncion, Josefa D. Martin, and Agustin Quintana (2004), "A Model of Customer Loyalty in the Retail Banking Market," European Journal of Marketing, 38 (1), 253-275.
    • (2004) European Journal of Marketing , vol.38 , Issue.1 , pp. 253-275
    • Beerli, A.1    Martin, J.D.2    Quintana, A.3
  • 8
    • 0001944139 scopus 로고    scopus 로고
    • Customers' Motivations for Maintaining Relationships with Retailers
    • Bendapudi, Neeli, and Leonard L. Berry (1997), "Customers' Motivations for Maintaining Relationships with Retailers," Journal of Retailing, 73 (1), 15-37.
    • (1997) Journal of Retailing , vol.73 , Issue.1 , pp. 15-37
    • Bendapudi, N.1    Berry, L.L.2
  • 9
    • 84951659358 scopus 로고
    • Relationship Marketing of Services - Growing Interest, Emerging Perspectives
    • Fall
    • Berry, Leonard L. (1995), "Relationship Marketing of Services - Growing Interest, Emerging Perspectives," Journal of the Academy of Marketing Science, 23 (Fall), 236-245.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , pp. 236-245
    • Berry, L.L.1
  • 11
    • 84986045048 scopus 로고
    • Understanding the Bond of Identification: An Investigation of Its Correlates Among Art Museum Members
    • October
    • Bhattacharya, C.B., Hayagreeva Rao, and Mary Ann Glynn (1995), "Understanding the Bond of Identification: An Investigation of Its Correlates Among Art Museum Members," Journal of Marketing, 59 (October), 46-57.
    • (1995) Journal of Marketing , vol.59 , pp. 46-57
    • Bhattacharya, C.B.1    Rao, H.2    Ann Glynn, M.3
  • 12
    • 0033247750 scopus 로고    scopus 로고
    • A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction
    • Bolton, Ruth N., and Katherine N. Lemon (1999), "A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction," Journal of Marketing Research, 36 (2), 171-186.
    • (1999) Journal of Marketing Research , vol.36 , Issue.2 , pp. 171-186
    • Bolton, R.N.1    Lemon, K.N.2
  • 13
    • 23044520418 scopus 로고    scopus 로고
    • Bolton, Ruth N., P.K. Kannan, and Matthew Bramlett (2000). Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value, Journal of Academy of Marketing Science, 28 (Winter), 95-108.
    • Bolton, Ruth N., P.K. Kannan, and Matthew Bramlett (2000). "Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value," Journal of Academy of Marketing Science, 28 (Winter), 95-108.
  • 14
    • 33745297733 scopus 로고    scopus 로고
    • Customer Behavior in on Online Ordering Application: A Decision Scoring Model
    • Boyer, Kenneth K., and Tomas M. Hult (2005), "Customer Behavior in on Online Ordering Application: A Decision Scoring Model," Decision Sciences, 36 (4), 569-598.
    • (2005) Decision Sciences , vol.36 , Issue.4 , pp. 569-598
    • Boyer, K.K.1    Hult, T.M.2
  • 15
    • 33644622859 scopus 로고    scopus 로고
    • Identity, Intended Image, Constructed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology
    • Brown, Tom J., Peter A. Dacin, Michael G. Pratt, and David A. Whetten (2006), "Identity, Intended Image, Constructed Image, and Reputation: An Interdisciplinary Framework and Suggested Terminology," Journal of the Academy of Marketing Science, 34 (2), 99-106.
    • (2006) Journal of the Academy of Marketing Science , vol.34 , Issue.2 , pp. 99-106
    • Brown, T.J.1    Dacin, P.A.2    Pratt, M.G.3    Whetten, D.A.4
  • 16
    • 0035590133 scopus 로고    scopus 로고
    • The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty
    • April
    • Chaudhuri, Arjun, and Morris B. Holbrook (2001), "The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty," Journal of Marketing, 65 (April), 81-93.
    • (2001) Journal of Marketing , vol.65 , pp. 81-93
    • Chaudhuri, A.1    Holbrook, M.B.2
  • 17
    • 0000013275 scopus 로고
    • Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry
    • November
    • Crosby, Lawrence A., and Nancy Stephens (1987), "Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry," Journal of Marketing Research, 24 (November), 404-411.
    • (1987) Journal of Marketing Research , vol.24 , pp. 404-411
    • Crosby, L.A.1    Stephens, N.2
  • 18
    • 43549116314 scopus 로고
    • Service Encounters and Service Relationships: Implications for Research
    • January
    • Czepiel, John A. (1990), "Service Encounters and Service Relationships: Implications for Research," Journal of Business Research, 20 (January), 13-21.
    • (1990) Journal of Business Research , vol.20 , pp. 13-21
    • Czepiel, J.A.1
  • 19
    • 0031502147 scopus 로고    scopus 로고
    • An Examination of the Nature of Trust in Buyer-Seller Relationships
    • April
    • Doney, Patricia M., and Joseph P. Cannon (1997), "An Examination of the Nature of Trust in Buyer-Seller Relationships," Journal of Marketing, 61 (April), 35-51.
    • (1997) Journal of Marketing , vol.61 , pp. 35-51
    • Doney, P.M.1    Cannon, J.P.2
  • 20
    • 0001932429 scopus 로고
    • Developing Buyer-Seller Relationships
    • April
    • Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987). "Developing Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27.
    • (1987) Journal of Marketing , vol.51 , pp. 11-27
    • Dwyer, F.R.1    Schurr, P.H.2    Oh, S.3
  • 21
    • 85034609122 scopus 로고    scopus 로고
    • Fombrum, Charles J., and Cees B.M. van Riel (1997), The Reputational Landscape, Corporate Reputation Review, 1 (1), 5-13.
    • Fombrum, Charles J., and Cees B.M. van Riel (1997), "The Reputational Landscape," Corporate Reputation Review, 1 (1), 5-13.
  • 22
    • 0034377224 scopus 로고    scopus 로고
    • Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers
    • July
    • Ganesh, Jaishankar, Mark J. Arnold, and Kristy E. Reynolds (2000), "Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers," Journal of Marketing, 74 (July), 65-87.
    • (2000) Journal of Marketing , vol.74 , pp. 65-87
    • Ganesh, J.1    Arnold, M.J.2    Reynolds, K.E.3
  • 23
    • 0033423162 scopus 로고    scopus 로고
    • The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
    • April
    • Garbarino, Ellen, and Mark S. Johnson (1999), "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships," Journal of Marketing, 63 (April), 70-87.
    • (1999) Journal of Marketing , vol.63 , pp. 70-87
    • Garbarino, E.1    Johnson, M.S.2
  • 24
    • 0036213596 scopus 로고    scopus 로고
    • Two Sides of Attitudinal Commitment: The Effect of Calculative and Loyalty Commitment on Enforcement Mechanisms in Distribution Channels
    • Winter
    • Gilliland, David I., and Daniel Bello (2002), "Two Sides of Attitudinal Commitment: The Effect of Calculative and Loyalty Commitment on Enforcement Mechanisms in Distribution Channels," Journal of the Academy of Marketing Science, 30 (Winter), 24-43.
    • (2002) Journal of the Academy of Marketing Science , vol.30 , pp. 24-43
    • Gilliland, D.I.1    Bello, D.2
  • 25
    • 0034372962 scopus 로고    scopus 로고
    • Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations
    • July
    • Gruen, Thomas W., John O. Summers, and Frank Acito (2000), "Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations," Journal of Marketing, 64 (July), 34-49.
    • (2000) Journal of Marketing , vol.64 , pp. 34-49
    • Gruen, T.W.1    Summers, J.O.2    Acito, F.3
  • 26
    • 0032395145 scopus 로고    scopus 로고
    • Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), Relational Benefits in Services Industries: The Customer's Perspective, Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
    • Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), "Relational Benefits in Services Industries: The Customer's Perspective," Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
  • 27
    • 84993081922 scopus 로고    scopus 로고
    • How 'Placed Trust' Works in a Service Encounter
    • Halliday, Sue Vaux (2004), "How 'Placed Trust' Works in a Service Encounter," Journal of Services Marketing, 18 (1), 45-59.
    • (2004) Journal of Services Marketing , vol.18 , Issue.1 , pp. 45-59
    • Halliday, S.V.1
  • 28
    • 0000622438 scopus 로고
    • An Evaluation Cost Model of Consideration Sets
    • March
    • Hauser, John R., and Birger Wernerfelt (1990), "An Evaluation Cost Model of Consideration Sets," Journal of Consumer Research, 16 (March), 393-408.
    • (1990) Journal of Consumer Research , vol.16 , pp. 393-408
    • Hauser, J.R.1    Wernerfelt, B.2
  • 30
    • 84992769402 scopus 로고    scopus 로고
    • Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality
    • February
    • Hennig-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2002), "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality," Journal of Service Research, 4 (February), 230-248.
    • (2002) Journal of Service Research , vol.4 , pp. 230-248
    • Hennig-Thurau, T.1    Gwinner, K.P.2    Gremler, D.D.3
  • 31
    • 0002304648 scopus 로고    scopus 로고
    • Toward an Encompassing Theory of Business Relationships and Interpersonal Commercial Relationships: An Empirical Generalization
    • Iacobucci, Dawn, and Jonathan D. Hibbard (1999), "Toward an Encompassing Theory of Business Relationships and Interpersonal Commercial Relationships: An Empirical Generalization," Journal of Interactive Marketing, 13 (3), 13-33.
    • (1999) Journal of Interactive Marketing , vol.13 , Issue.3 , pp. 13-33
    • Iacobucci, D.1    Hibbard, J.D.2
  • 33
    • 0002358374 scopus 로고
    • Brand Loyalty vs. Repeat Purchase Behavior
    • February
    • Jacoby, Jacob, and David B. Kyner (1973), "Brand Loyalty vs. Repeat Purchase Behavior," Journal of Marketing Research, 10 (February), 1-9.
    • (1973) Journal of Marketing Research , vol.10 , pp. 1-9
    • Jacoby, J.1    Kyner, D.B.2
  • 34
    • 0013146939 scopus 로고    scopus 로고
    • Switching Barriers and Repurchase Intentions in Services
    • Jones, Michael A., David L. Mothersbaugh, and Sharon E. Beatty (2000), "Switching Barriers and Repurchase Intentions in Services," Journal of Retailing, 76 (2), 259-274.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 259-274
    • Jones, M.A.1    Mothersbaugh, D.L.2    Beatty, S.E.3
  • 36
    • 85053861067 scopus 로고    scopus 로고
    • The Impact of Corporate Marketing on a Company's Brand Extensions
    • Summer
    • Keller, Kevin Lane, and David A. Aaker (1998). "The Impact of Corporate Marketing on a Company's Brand Extensions," Corporate Reputation Review, 1 (Summer), 356-378.
    • (1998) Corporate Reputation Review , vol.1 , pp. 356-378
    • Keller, K.L.1    Aaker, D.A.2
  • 37
    • 33846216995 scopus 로고    scopus 로고
    • Differential Effects of Preferential Treatment Levels on Relational Outcomes
    • February
    • Lacey, Russell, Jae Suh, and Robert M. Morgan (2007), "Differential Effects of Preferential Treatment Levels on Relational Outcomes," Journal of Service Research, 9 (February), 241-256.
    • (2007) Journal of Service Research , vol.9 , pp. 241-256
    • Lacey, R.1    Suh, J.2    Morgan, R.M.3
  • 38
    • 8644240057 scopus 로고    scopus 로고
    • The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits
    • October
    • Lichtenstein, Donald R., Minette E. Drumwright, and Bridgette M. Braig (2004), "The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits," Journal of Marketing, 68 (October), 16-32.
    • (2004) Journal of Marketing , vol.68 , pp. 16-32
    • Lichtenstein, D.R.1    Drumwright, M.E.2    Braig, B.M.3
  • 39
    • 0001154055 scopus 로고
    • Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations
    • August
    • Moorman, Christine, Gerald Zaltman, and Rohit Deshpande (1992), "Relationships Between Providers and Users of Market Research: The Dynamics of Trust Within and Between Organizations," Journal of Marketing Research, 29 (August), 314-328.
    • (1992) Journal of Marketing Research , vol.29 , pp. 314-328
    • Moorman, C.1    Zaltman, G.2    Deshpande, R.3
  • 40
    • 27744481485 scopus 로고    scopus 로고
    • Relationship Marketing and Marketing Strategy: The Evolution of Relationship Marketing Within the Organization
    • Jagdish N. Sheth and Aatul Parvatiyar, eds, Thousand Oaks, CA: Sage
    • Morgan, Robert M. (2000), "Relationship Marketing and Marketing Strategy: The Evolution of Relationship Marketing Within the Organization," in Handbook of Relationship Marketing, Jagdish N. Sheth and Aatul Parvatiyar, eds., Thousand Oaks, CA: Sage, 481-505.
    • (2000) Handbook of Relationship Marketing , pp. 481-505
    • Morgan, R.M.1
  • 41
    • 21344475322 scopus 로고
    • The Commitment-Trust Theory of Relationship Marketing
    • July
    • Morgan, Robert M., and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.
    • (1994) Journal of Marketing , vol.58 , pp. 20-38
    • Morgan, R.M.1    Hunt, S.D.2
  • 42
    • 33750975710 scopus 로고    scopus 로고
    • Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs
    • Thorsten Hennig-Thurau and Ursula Hansen, eds, Berlin: Springer
    • Morgan, Robert M., Tammy N. Crutchfield, and Russell Lacey (2000), "Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs," in Relationship Marketing, Thorsten Hennig-Thurau and Ursula Hansen, eds., Berlin: Springer, 71-87.
    • (2000) Relationship Marketing , pp. 71-87
    • Morgan, R.M.1    Crutchfield, T.N.2    Lacey, R.3
  • 43
    • 25144463089 scopus 로고    scopus 로고
    • Building Loyalty in Business Markets
    • September
    • Narayandas, Das (2005), "Building Loyalty in Business Markets," Harvard Business Review, 83 (September), 131-139.
    • (2005) Harvard Business Review , vol.83 , pp. 131-139
    • Narayandas, D.1
  • 44
    • 4644353512 scopus 로고    scopus 로고
    • Beyond the Frills of Relationship Marketing
    • O'Malley, Lisa, and Andrea Prothero (2004), "Beyond the Frills of Relationship Marketing," Journal of Business Research, 57 (11), 1286-1294.
    • (2004) Journal of Business Research , vol.57 , Issue.11 , pp. 1286-1294
    • O'Malley, L.1    Prothero, A.2
  • 45
    • 0011860466 scopus 로고    scopus 로고
    • The Domain and Conceptual Foundations of Relationship Marketing
    • Jagdish N. Sheth and Atul Parvatiyar, eds, Thousand Oaks, CA: Sage
    • Parvatiyar, Atul, and Jagdish N. Sheth (2000), "The Domain and Conceptual Foundations of Relationship Marketing," in Handbook of Relationship Marketing, Jagdish N. Sheth and Atul Parvatiyar, eds., Thousand Oaks, CA: Sage, 3-38.
    • (2000) Handbook of Relationship Marketing , pp. 3-38
    • Parvatiyar, A.1    Sheth, J.N.2
  • 46
    • 0037507616 scopus 로고    scopus 로고
    • A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers
    • Patterson, Paul G., and Tasman Smith (2003), "A Cross-Cultural Study of Switching Barriers and Propensity to Stay with Service Providers," Journal of Retailing, 79 (3), 107-120.
    • (2003) Journal of Retailing , vol.79 , Issue.3 , pp. 107-120
    • Patterson, P.G.1    Smith, T.2
  • 49
    • 0000648926 scopus 로고
    • Cost-Benefit Models for Explaining Consumer Choice and Information-Searching Behavior
    • February
    • Ratchford, Brian T. (1982), "Cost-Benefit Models for Explaining Consumer Choice and Information-Searching Behavior," Management Science, 28 (February), 197-212.
    • (1982) Management Science , vol.28 , pp. 197-212
    • Ratchford, B.T.1
  • 50
    • 0003821850 scopus 로고    scopus 로고
    • Boston: Harvard Business School Press
    • Reichheld, Frederick F. (1996), The Loyalty Effect, Boston: Harvard Business School Press.
    • (1996) The Loyalty Effect
    • Reichheld, F.F.1
  • 51
    • 1842554865 scopus 로고    scopus 로고
    • Return on Marketing: Using Customer Equity to Focus Marketing Strategy
    • January
    • Rust, Roland T., Katherine N. Lemon, and Valarie A. Zeithaml (2004), "Return on Marketing: Using Customer Equity to Focus Marketing Strategy," Journal of Marketing, 68 (January), 109-127.
    • (2004) Journal of Marketing , vol.68 , pp. 109-127
    • Rust, R.T.1    Lemon, K.N.2    Zeithaml, V.A.3
  • 53
    • 3242753566 scopus 로고
    • Relationship Marketing in Consumer Markets: Antecedents and Consequences
    • Fall
    • Sheth, Jagdish N., and Atul Parvatiyar (1995), "Relationship Marketing in Consumer Markets: Antecedents and Consequences," Journal of the Academy of Marketing Science, 23 (Fall), 255-271.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , pp. 255-271
    • Sheth, J.N.1    Parvatiyar, A.2
  • 54
    • 0036001754 scopus 로고    scopus 로고
    • Consumer Trust, Value, and Loyalty in Relational Exchanges
    • January
    • Sirdeshmukh, Deepak, Jagdip Singh, and Barry Sabol (2002), "Consumer Trust, Value, and Loyalty in Relational Exchanges," Journal of Marketing, 66 (January), 15-37.
    • (2002) Journal of Marketing , vol.66 , pp. 15-37
    • Sirdeshmukh, D.1    Singh, J.2    Sabol, B.3
  • 55
    • 0032372563 scopus 로고    scopus 로고
    • Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
    • April
    • Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran (1998), "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing," Journal of Marketing, 62 (April), 60-76.
    • (1998) Journal of Marketing , vol.62 , pp. 60-76
    • Tax, S.S.1    Brown, S.W.2    Chandrashekaran, M.3
  • 56
    • 0002658640 scopus 로고
    • The Effect of Plausible and Exaggerated Reference Prices on Consumer Perceptions and Price Search
    • June
    • Urbany, Joel E., William O. Bearden, and Dan C. Weilbaker (1988), "The Effect of Plausible and Exaggerated Reference Prices on Consumer Perceptions and Price Search," Journal of Consumer Research, 15 (June), 95-110.
    • (1988) Journal of Consumer Research , vol.15 , pp. 95-110
    • Urbany, J.E.1    Bearden, W.O.2    Weilbaker, D.C.3
  • 57
    • 0242381929 scopus 로고    scopus 로고
    • Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development
    • October
    • Verhoef, Peter C. (2003), "Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development," Journal of Marketing, 67 (October), 30-45.
    • (2003) Journal of Marketing , vol.67 , pp. 30-45
    • Verhoef, P.C.1
  • 59
    • 85107964244 scopus 로고    scopus 로고
    • Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), The Behavioral Consequences of Service Quality, Journal of Marketing, 60 (April), 31-46.
    • Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman (1996), "The Behavioral Consequences of Service Quality," Journal of Marketing, 60 (April), 31-46.


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.