메뉴 건너뛰기




Volumn 12, Issue 3, 2004, Pages 58-85

Service quality perceptions and customer satisfaction: Evaluating the role of culture

Author keywords

[No Author keywords available]

Indexed keywords


EID: 4944225019     PISSN: 1069031X     EISSN: None     Source Type: Journal    
DOI: 10.1509/jimk.12.3.58.38100     Document Type: Review
Times cited : (203)

References (85)
  • 1
    • 84968123705 scopus 로고
    • How will the Japanese compete in retail services?
    • Aaker, David A. (1990), "How Will the Japanese Compete in Retail Services?" California Management Review, 33 (1), 54-67.
    • (1990) California Management Review , vol.33 , Issue.1 , pp. 54-67
    • Aaker, D.A.1
  • 2
    • 0345777833 scopus 로고    scopus 로고
    • Can culture affect prices? A cross-cultural study of shopping and retail prices
    • Ackerman, David and Gerard Tellis (2001), "Can Culture Affect Prices? A Cross-Cultural Study of Shopping and Retail Prices," Journal of Retailing, 77 (1), 57-82.
    • (2001) Journal of Retailing , vol.77 , Issue.1 , pp. 57-82
    • Ackerman, D.1    Tellis, G.2
  • 3
    • 0033481263 scopus 로고    scopus 로고
    • Brand positioning through advertising in Asia, North America, and Europe: The role of global consumer culture
    • Alden, Dana L., Jan-Benedict E.M. Steenkamp, and Rajeev Batra (1999), "Brand Positioning Through Advertising in Asia, North America, and Europe: The Role of Global Consumer Culture," Journal of Marketing, 63 (June), 75-87.
    • (1999) Journal of Marketing , vol.63 , Issue.JUNE , pp. 75-87
    • Alden, D.L.1    Steenkamp, J.-B.E.M.2    Batra, R.3
  • 4
    • 0344024635 scopus 로고
    • The influence of country and product on retailer operating practices: A cross national comparison
    • Bello, Daniel C. and Lee D. Dahringer (1985), "The Influence of Country and Product on Retailer Operating Practices: A Cross National Comparison," International Marketing Review, 2 (2), 42-52.
    • (1985) International Marketing Review , vol.2 , Issue.2 , pp. 42-52
    • Bello, D.C.1    Dahringer, L.D.2
  • 6
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customers and employees
    • Bitner, Mary Jo (1992), "Servicescapes: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing, 56 (April), 57-71.
    • (1992) Journal of Marketing , vol.56 , Issue.APRIL , pp. 57-71
    • Bitner, M.J.1
  • 8
    • 0042206754 scopus 로고    scopus 로고
    • Price-based global market segmentation for services
    • Bolton, Ruth N. and Matthew B. Myers (2003), "Price-Based Global Market Segmentation for Services," Journal of Marketing, 67 (July), 108-128.
    • (2003) Journal of Marketing , vol.67 , Issue.JULY , pp. 108-128
    • Bolton, R.N.1    Myers, M.B.2
  • 9
    • 0036881488 scopus 로고    scopus 로고
    • Suppose we took service seriously? An introduction to the special issue
    • Bowen, David E. and Roger Hallowell (2002), "Suppose We Took Service Seriously? An Introduction to the Special Issue," Academy of Management Executive, 16 (4), 1-5.
    • (2002) Academy of Management Executive , vol.16 , Issue.4 , pp. 1-5
    • Bowen, D.E.1    Hallowell, R.2
  • 10
    • 0035612804 scopus 로고    scopus 로고
    • Some new thoughts on conceptualizing perceived service quality: A hierarchical approach
    • Brady, Michael K. and J. Joseph Cronin Jr. (2001), "Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach," Journal of Marketing, 65 (July), 34-49.
    • (2001) Journal of Marketing , vol.65 , Issue.JULY , pp. 34-49
    • Brady, M.K.1    Cronin Jr., J.J.2
  • 11
    • 0002600957 scopus 로고    scopus 로고
    • Performance-only measurement of service quality: A replication and extension
    • _, _, and Richard R. Brand (2002), "Performance-Only Measurement of Service Quality: A Replication and Extension," Journal of Business Research, 55 (1), 17-31.
    • (2002) Journal of Business Research , vol.55 , Issue.1 , pp. 17-31
    • Brand, R.R.1
  • 17
    • 0000375425 scopus 로고
    • An investigation into the determinants of consumer satisfaction
    • Churchill, Gilbert A. and Carol Surprenant (1982), "An Investigation into the Determinants of Consumer Satisfaction," Journal of Marketing Research, 19 (November), 491-504.
    • (1982) Journal of Marketing Research , vol.19 , Issue.NOVEMBER , pp. 491-504
    • Churchill, G.A.1    Surprenant, C.2
  • 19
    • 4944258551 scopus 로고    scopus 로고
    • Amazing anime
    • Corliss, Richard (1999), "Amazing Anime," Time, 154 (21), 94-96.
    • (1999) Time , vol.154 , Issue.21 , pp. 94-96
    • Corliss, R.1
  • 20
    • 0002381637 scopus 로고
    • Measuring service quality: A reexamination and extension
    • Cronin, J. Joseph, Jr., 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 Jr., J.J.1    Taylor, S.A.2
  • 22
    • 0002460446 scopus 로고
    • The cultural part of cognition
    • D'Andrade, R.G. (1981), "The Cultural Part of Cognition," Cognitive Science, 5 (3), 179-95.
    • (1981) Cognitive Science , vol.5 , Issue.3 , pp. 179-195
    • D'Andrade, R.G.1
  • 23
    • 4944224679 scopus 로고    scopus 로고
    • Changes in the competitive market position of the U.S. versus Japan, 1975-1995
    • Darling, John R. and Raymond E. Taylor (1996), "Changes in the Competitive Market Position of the U.S. Versus Japan, 1975-1995," Competitiveness Review, 6 (2), 71-80.
    • (1996) Competitiveness Review , vol.6 , Issue.2 , pp. 71-80
    • Darling, J.R.1    Taylor, R.E.2
  • 24
    • 0001125968 scopus 로고    scopus 로고
    • Cultural influences on service quality expectations
    • Donthu, Naveen and Boonghee Yoo (1998), "Cultural Influences on Service Quality Expectations," Journal of Service Research, 1 (2), 178-86.
    • (1998) Journal of Service Research , vol.1 , Issue.2 , pp. 178-186
    • Donthu, N.1    Yoo, B.2
  • 25
    • 0036292689 scopus 로고    scopus 로고
    • Lessons learned in cross-cultural research of Chinese and North American consumers
    • Doran, Kathlen Brewer (2002), "Lessons Learned in Cross-Cultural Research of Chinese and North American Consumers," Journal of Business Research, 55 (10), 823-29.
    • (2002) Journal of Business Research , vol.55 , Issue.10 , pp. 823-829
    • Doran, K.B.1
  • 26
    • 0442278163 scopus 로고    scopus 로고
    • The effects of satisfaction and loyalty on profits and growth: Products versus services
    • Edvardsson, Bo, Michael D. Johnson, Anders Gustafsson, and Tore Strandvik (2000), "The Effects of Satisfaction and Loyalty on Profits and Growth: Products Versus Services," Total Quality Management, 11 (7), S917-S927.
    • (2000) Total Quality Management , vol.11 , Issue.7
    • Edvardsson, B.1    Johnson, M.D.2    Gustafsson, A.3    Strandvik, T.4
  • 27
    • 0003048194 scopus 로고
    • Sense, culture, and sensibility
    • Shinobu Kitayama and Hazel Rose Markus, eds. Washington, DC: American Psychological Association
    • Ellsworth, Phoebe C. (1994), "Sense, Culture, and Sensibility," in Emotion and Culture, Shinobu Kitayama and Hazel Rose Markus, eds. Washington, DC: American Psychological Association, 23-50.
    • (1994) Emotion and Culture , pp. 23-50
    • Ellsworth, P.C.1
  • 28
    • 2342504679 scopus 로고    scopus 로고
    • A comparison of U.S. and Canadian consumers
    • Ferley, Stephen, Tony Lea, and Barry Watson (1999), "A Comparison of U.S. and Canadian Consumers," Journal of Advertising Research, 19 (September-October), 55-65.
    • (1999) Journal of Advertising Research , vol.19 , Issue.SEPTEMBER-OCTOBER , pp. 55-65
    • Ferley, S.1    Lea, T.2    Watson, B.3
  • 31
    • 0002666102 scopus 로고
    • Attitudes and prediction of behavior
    • Martin Fishbein, ed. New York: John Wiley & Sons
    • Fishbein, Martin (1967), "Attitudes and Prediction of Behavior," in Readings in Attitude Theory and Measurement, Martin Fishbein, ed. New York: John Wiley & Sons, 477-92.
    • (1967) Readings in Attitude Theory and Measurement , pp. 477-492
    • Fishbein, M.1
  • 32
    • 0033459627 scopus 로고    scopus 로고
    • Rediscovering satisfaction
    • Fournier, Susan and David Glen Mick (1999), "Rediscovering Satisfaction," Journal of Marketing, 63 (October), 5-23.
    • (1999) Journal of Marketing , vol.63 , Issue.OCTOBER , pp. 5-23
    • Fournier, S.1    Mick, D.G.2
  • 33
    • 84990370545 scopus 로고    scopus 로고
    • The relationship between culture and service quality perceptions
    • Furrer, Olivier, Ben Shaw-Ching Liu, and D. Sudharshan (2000), "The Relationship Between Culture and Service Quality Perceptions," Journal of Service Research, 2 (4), 355-71.
    • (2000) Journal of Service Research , vol.2 , Issue.4 , pp. 355-371
    • Furrer, O.1    Liu, B.S.-C.2    Sudharshan, D.3
  • 35
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust, and commitment in customer relationships
    • 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 , Issue.APRIL , pp. 70-87
    • Garbarino, E.1    Johnson, M.S.2
  • 36
    • 0003127884 scopus 로고
    • Toward a theory of professional service marketing
    • Gummesson, Evert (1978), "Toward a Theory of Professional Service Marketing," Industrial Marketing Management, 7 (2), 89-95.
    • (1978) Industrial Marketing Management , vol.7 , Issue.2 , pp. 89-95
    • Gummesson, E.1
  • 37
    • 0004134847 scopus 로고
    • Garden City, NY: Doubleday
    • Hall, Edward T. (1976), Beyond Culture. Garden City, NY: Doubleday.
    • (1976) Beyond Culture
    • Hall, E.T.1
  • 41
    • 45449125490 scopus 로고
    • The confucius connection: From cultural roots to economic growth source
    • _ and Michael H. Bond (1988), "The Confucius Connection: From Cultural Roots to Economic Growth Source," Organizational Dynamics, 16 (Spring), 4-21.
    • (1988) Organizational Dynamics , vol.16 , Issue.SPRING , pp. 4-21
    • Bond, M.H.1
  • 42
    • 3342933626 scopus 로고    scopus 로고
    • The effects of country-of-brand and brand name, on product evaluation and consideration: A cross-country comparison
    • Hulland, John S. (1999), "The Effects of Country-of-Brand and Brand Name, on Product Evaluation and Consideration: A Cross-Country Comparison," Journal of International Consumer Marketing, 11 (1), 23-40.
    • (1999) Journal of International Consumer Marketing , vol.11 , Issue.1 , pp. 23-40
    • Hulland, J.S.1
  • 43
    • 0039648969 scopus 로고
    • An empirical study of the effects of ethnicity on consumption patterns in a Bi-cultural environment
    • Marvin E. Goldberg, Gerald Corn, and Richard W. Pollay, eds. Provo, UT: Association for Consumer Research
    • Kim, Chankon, Michel Laroche, and Annamma Joy (1990), "An Empirical Study of the Effects of Ethnicity on Consumption Patterns in a Bi-Cultural Environment," in Advances in Consumer Research, Vol. 17, Marvin E. Goldberg, Gerald Corn, and Richard W. Pollay, eds. Provo, UT: Association for Consumer Research, 839-49.
    • (1990) Advances in Consumer Research , vol.17 , pp. 839-849
    • Kim, C.1    Laroche, M.2    Joy, A.3
  • 44
    • 0000267214 scopus 로고
    • Culture and behavior
    • G. Lindzey, ed. Reading, MA: Addison-Wesley
    • Kluckholn, C. (1954), "Culture and Behavior," in Handbook of Social Psychology, Vol. 2, G. Lindzey, ed. Reading, MA: Addison-Wesley, 921-76.
    • (1954) Handbook of Social Psychology , vol.2 , pp. 921-976
    • Kluckholn, C.1
  • 47
    • 84929227666 scopus 로고
    • Modifying an American consumer behavior model for consumers in confucian culture: The case of the fishbein behavioral intention model
    • Lee, Choi (1990), "Modifying an American Consumer Behavior Model for Consumers in Confucian Culture: The Case of the Fishbein Behavioral Intention Model," Journal of International Consumer Marketing, 3 (1), 27-50.
    • (1990) Journal of International Consumer Marketing , vol.3 , Issue.1 , pp. 27-50
    • Lee, C.1
  • 48
    • 84992782797 scopus 로고    scopus 로고
    • The relationship between culture and behavioral intentions toward services
    • Liu, Ben Shaw-Ching, Olivier Furrer, and D. Sudharshan (2001), "The Relationship Between Culture and Behavioral Intentions Toward Services," Journal of Service Research, 4 (2), 118-29.
    • (2001) Journal of Service Research , vol.4 , Issue.2 , pp. 118-129
    • Liu, B.S.-C.1    Furrer, O.2    Sudharshan, D.3
  • 49
    • 0030538236 scopus 로고    scopus 로고
    • Developing global strategies for service businesses
    • Lovelock, Christopher H. and George S. Yip (1996), "Developing Global Strategies for. Service Businesses," California Management Review, 38 (2), 64-86.
    • (1996) California Management Review , vol.38 , Issue.2 , pp. 64-86
    • Lovelock, C.H.1    Yip, G.S.2
  • 50
    • 0038287342 scopus 로고    scopus 로고
    • A comparative analysis of Japanese and U.S. attitudes toward direct marketing
    • Maynard, Michael L. and Charles R. Taylor (1996), "A Comparative Analysis of Japanese and U.S. Attitudes Toward Direct Marketing," Journal of Direct Marketing, 10 (1), 34-44.
    • (1996) Journal of Direct Marketing , vol.10 , Issue.1 , pp. 34-44
    • Maynard, M.L.1    Taylor, C.R.2
  • 51
    • 4944250928 scopus 로고
    • The role of cultural value orientations in cross-cultural research and international marketing and advertising
    • Basil G. Englis, ed. Hillsdale, NJ: Lawrence Erlbaum Associates
    • McCarty, John A. and L.J. Shrum (1994), "The Role of Cultural Value Orientations in Cross-Cultural Research and International Marketing and Advertising," in Global and Multinational Advertising, Basil G. Englis, ed. Hillsdale, NJ: Lawrence Erlbaum Associates, 23-46.
    • (1994) Global and Multinational Advertising , pp. 23-46
    • McCarty, J.A.1    Shrum, L.J.2
  • 52
    • 0040626165 scopus 로고    scopus 로고
    • Oxford, UK: Butterworth-Heinemann
    • Melville, Ian (1999), Marketing in Japan. Oxford, UK: Butterworth-Heinemann.
    • (1999) Marketing in Japan
    • Melville, I.1
  • 53
    • 84986135331 scopus 로고
    • An examination of perceived risk, information search, and behavioral intentions in search, experience, and credence services
    • Mitra K., M.C. Reisse, and L.M. Capella (1991), "An Examination of Perceived Risk, Information Search, and Behavioral Intentions in Search, Experience, and Credence Services," Journal of Services Marketing, 13 (3), 208-219.
    • (1991) Journal of Services Marketing , vol.13 , Issue.3 , pp. 208-219
    • Mitra, K.1    Reisse, M.C.2    Capella, L.M.3
  • 54
    • 0035530178 scopus 로고    scopus 로고
    • Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics
    • Mittal, Vikas and Wagner A. Kamakura (2001), "Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics," Journal of Marketing Research, 38 (February), 131-42.
    • (2001) Journal of Marketing Research , vol.38 , Issue.FEBRUARY , pp. 131-142
    • Mittal, V.1    Kamakura, W.A.2
  • 55
    • 0032348815 scopus 로고    scopus 로고
    • Explorations of national culture and word-of-mouth referral behavior in the purchase of industrial services in the United States and Japan
    • Money, R. Bruce, Mary C. Gilly, and John L. Graham (1998), "Explorations of National Culture and Word-of-Mouth Referral Behavior in the Purchase of Industrial Services in the United States and Japan," Journal of Marketing, 62 (October), 76-87.
    • (1998) Journal of Marketing , vol.62 , Issue.OCTOBER , pp. 76-87
    • Money, R.B.1    Gilly, M.C.2    Graham, J.L.3
  • 56
    • 23044526959 scopus 로고    scopus 로고
    • Instituting the marketing concept in a multinational setting: The role of national culture
    • Nakata, Cheryl and K. Sivakumar (2001), "Instituting the Marketing Concept in a Multinational Setting: The Role of National Culture," Journal of the Academy of Marketing Science, 29 (3), 255-75.
    • (2001) Journal of the Academy of Marketing Science , vol.29 , Issue.3 , pp. 255-275
    • Nakata, C.1    Sivakumar, K.2
  • 57
    • 0035534140 scopus 로고    scopus 로고
    • In search of negative customer feedback: The effect of expecting to evaluate on satisfaction evaluations
    • Ofir, Chezy and Itamar Simonson (2001), "In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations," Journal of Marketing Research, 38 (May), 170-82.
    • (2001) Journal of Marketing Research , vol.38 , Issue.MAY , pp. 170-182
    • Ofir, C.1    Simonson, I.2
  • 58
    • 0042182738 scopus 로고    scopus 로고
    • Varieties of value in the consumption satisfaction response
    • Kim P. Corfman and John G. Lynch, eds. Provo, UT: Association for Consumer Research
    • Oliver, Richard L. (1996), "Varieties of Value in the Consumption Satisfaction Response," in Advances in Consumer Research, Vol. 23, Kim P. Corfman and John G. Lynch, eds. Provo, UT: Association for Consumer Research, 143-47.
    • (1996) Advances in Consumer Research , vol.23 , pp. 143-147
    • Oliver, R.L.1
  • 59
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Valarie A. Zeithaml, and Leonard J. Berry (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49 (October), 41-50.
    • (1985) Journal of Marketing , vol.49 , Issue.OCTOBER , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.J.3
  • 60
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple item scale for measuring customer perception of service quality
    • _, _, and _ (1988), "SERVQUAL: A Multiple Item Scale for Measuring Customer Perception of Service Quality," Journal of Retailing, 64 (Spring), 12-37.
    • (1988) Journal of Retailing , vol.64 , Issue.SPRING , pp. 12-37
  • 61
    • 84986815890 scopus 로고
    • Expectations and product performance as determinants of satisfaction for high involvement purchases
    • Patterson, Paul G. (1993), "Expectations and Product Performance as Determinants of Satisfaction for High Involvement Purchases," Psychology and Marketing, 10 (5), 449-65.
    • (1993) Psychology and Marketing , vol.10 , Issue.5 , pp. 449-465
    • Patterson, P.G.1
  • 62
    • 18444414602 scopus 로고    scopus 로고
    • Marketer acculturation: The changer and the changed
    • Peñaloza, Lisa and Mary C. Gilly (1999), "Marketer Acculturation: The Changer and the Changed," Journal of Marketing, 63 (July), 84-104.
    • (1999) Journal of Marketing , vol.63 , Issue.JULY , pp. 84-104
    • Peñaloza, L.1    Gilly, M.C.2
  • 63
    • 0002229547 scopus 로고    scopus 로고
    • The internet and international marketing
    • Quelch, John and Lisa R. Klein (1996), "The Internet and International Marketing," Sloan Management Review, 37 (3), 60-75.
    • (1996) Sloan Management Review , vol.37 , Issue.3 , pp. 60-75
    • Quelch, J.1    Klein, L.R.2
  • 64
    • 0040812953 scopus 로고    scopus 로고
    • Changes in Japan's post-bubble business environment: Implications for foreign-affiliated companies
    • Reid, David McHardy (1999), "Changes in Japan's Post-Bubble Business Environment: Implications for Foreign-Affiliated Companies," Journal of International Marketing, 7 (3), 38-63.
    • (1999) Journal of International Marketing , vol.7 , Issue.3 , pp. 38-63
    • Reid, D.M.1
  • 66
    • 84934452542 scopus 로고
    • Appraisal determinants of discrete emotions
    • Roseman, I.J. (1991), "Appraisal Determinants of Discrete Emotions," Cognition and Emotion, 5 (3), 161-200.
    • (1991) Cognition and Emotion , vol.5 , Issue.3 , pp. 161-200
    • Roseman, I.J.1
  • 67
    • 0034340876 scopus 로고    scopus 로고
    • National culture, Networks, and individual influence in a multinational management team
    • Salk, Janes E. and Yoko Brannen (2000), "National Culture, Networks, and Individual Influence in a Multinational Management Team," Academy of Management Journal, 43 (2), 191-202.
    • (2000) Academy of Management Journal , vol.43 , Issue.2 , pp. 191-202
    • Salk, J.E.1    Brannen, Y.2
  • 69
    • 0030558439 scopus 로고    scopus 로고
    • Improving the store environment: Do olfactory cues affect evaluations and behaviors?
    • Spangenberg, Eric R., Ann E. Crowley, and Pamela W. Henderson (1996), "Improving the Store Environment: Do Olfactory Cues Affect Evaluations and Behaviors?" Journal of Marketing, 60 (April), 67-80.
    • (1996) Journal of Marketing , vol.60 , Issue.APRIL , pp. 67-80
    • Spangenberg, E.R.1    Crowley, A.E.2    Henderson, P.W.3
  • 70
    • 4944226822 scopus 로고    scopus 로고
    • A cross-cultural assessment of the satisfaction formation process
    • Spreng, Richard A. and Jyh-shen Chiou (2000), "A Cross-Cultural Assessment of the Satisfaction Formation Process," European Journal of Marketing, 36 (718), 829-39.
    • (2000) European Journal of Marketing , vol.36 , Issue.718 , pp. 829-839
    • Spreng, R.A.1    Chiou, J.-S.2
  • 71
    • 0030486062 scopus 로고    scopus 로고
    • A reexamination of the determinants of customer satisfaction
    • _, Scott B. MacKenzie, and Richard W. Olshavky (1996), "A Reexamination of the Determinants of Customer Satisfaction," Journal of Marketing, 60 (July), 15-32.
    • (1996) Journal of Marketing , vol.60 , Issue.JULY , pp. 15-32
    • MacKenzie, S.B.1    Olshavky, R.W.2
  • 72
    • 0032383942 scopus 로고    scopus 로고
    • Assessing measurement invariance in cross-national consumer research
    • Steenkamp, Jan-Benedict E.M. and Hans Baumgartner (1998), "Assessing Measurement Invariance in Cross-National Consumer Research," Journal of Consumer Research, 25 (June), 78-90.
    • (1998) Journal of Consumer Research , vol.25 , Issue.JUNE , pp. 78-90
    • Steenkamp, J.-B.E.M.1    Baumgartner, H.2
  • 73
    • 23044524820 scopus 로고    scopus 로고
    • Customer satisfaction: A meta-analysis of the empirical evidence
    • Szymanski, David M. and David H. Henard (2001), "Customer Satisfaction: A Meta-Analysis of the Empirical Evidence," Journal of the Academy of Marketing Science, 29 (1), 16-35.
    • (2001) Journal of the Academy of Marketing Science , vol.29 , Issue.1 , pp. 16-35
    • Szymanski, D.M.1    Henard, D.H.2
  • 74
    • 0039320389 scopus 로고
    • The difficulty of standardizing international advertising: Some propositions and evidence from Japanese, Korean, and U.S. television advertising
    • Basil G. Englis, ed. Hillsdale, NJ: Lawrence Erlbaum Associates
    • Taylor, Charles R., Gordon E. Miracle, and Kyu Yeol Chang (1994), "The Difficulty of Standardizing International Advertising: Some Propositions and Evidence from Japanese, Korean, and U.S. Television Advertising," in Global and Multinational Advertising, Basil G. Englis, ed. Hillsdale, NJ: Lawrence Erlbaum Associates, 171-92.
    • (1994) Global and Multinational Advertising , pp. 171-192
    • Taylor, C.R.1    Miracle, G.E.2    Chang, K.Y.3
  • 75
    • 58149363739 scopus 로고
    • Japanese approaches to customer satisfaction: Some best practices
    • Turpin, Dominique V. (1995), "Japanese Approaches to Customer Satisfaction: Some Best Practices," Long Range Planning, 28 (3), 84-90.
    • (1995) Long Range Planning , vol.28 , Issue.3 , pp. 84-90
    • Turpin, D.V.1
  • 76
    • 3242739238 scopus 로고    scopus 로고
    • Cultural sensitivity to satisfaction and service quality measures
    • Ueltschy, Linda C. and Robert Krampf (2001), "Cultural Sensitivity to Satisfaction and Service Quality Measures," Journal of Marketing Theory and Practice, 9 (Summer), 14-31.
    • (2001) Journal of Marketing Theory and Practice , vol.9 , Issue.SUMMER , pp. 14-31
    • Ueltschy, L.C.1    Krampf, R.2
  • 78
    • 0033476852 scopus 로고    scopus 로고
    • How advertising works: What do we really know?
    • Vakratsas, Demetrios and Tim Ambler (1999), "How Advertising Works: What Do We Really Know?" Journal of Marketing, 63 (January), 26-43.
    • (1999) Journal of Marketing , vol.63 , Issue.JANUARY , pp. 26-43
    • Vakratsas, D.1    Ambler, T.2
  • 80
    • 0038655372 scopus 로고    scopus 로고
    • Measuring quality and client satisfaction in professional business services
    • Weekes, David J., E. Mark Scott, and Paula M. Tidwell (1996), "Measuring Quality and Client Satisfaction in Professional Business Services," Journal of Professional Services Marketing, 14 (2), 25-37.
    • (1996) Journal of Professional Services Marketing , vol.14 , Issue.2 , pp. 25-37
    • Weekes, D.J.1    Scott, E.M.2    Tidwell, P.M.3
  • 81
    • 0036338363 scopus 로고    scopus 로고
    • Comparative service quality: German and American ratings across service settings
    • Witkowski, Terrence H. and Mary F. Wolfinbarger (2002), "Comparative Service Quality: German and American Ratings Across Service Settings," Journal of Business Research, 55 (11), 875-81.
    • (2002) Journal of Business Research , vol.55 , Issue.11 , pp. 875-881
    • Witkowski, T.H.1    Wolfinbarger, M.F.2
  • 83
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence
    • Zeithaml, Valarie A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, 52 (July), 2-22.
    • (1988) Journal of Marketing , vol.52 , Issue.JULY , pp. 2-22
    • Zeithaml, V.A.1
  • 84
    • 0030548125 scopus 로고    scopus 로고
    • The behavioral consequences of service quality
    • _, Leonard L. Berry, and A. Parasuraman (1996), "The Behavioral Consequences of Service Quality," Journal of Marketing, 60 (April), 31-46.
    • (1996) Journal of Marketing , vol.60 , Issue.APRIL , pp. 31-46
    • Berry, L.L.1    Parasuraman, A.2
  • 85
    • 4944240362 scopus 로고
    • When 99 percent isn't enough
    • Zetlin, Minda (1993), "When 99 Percent Isn't Enough," Management Review, 82 (3), 49-52.
    • (1993) Management Review , vol.82 , Issue.3 , pp. 49-52
    • Zetlin, M.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.