메뉴 건너뛰기




Volumn 2, Issue 2, 1996, Pages 61-90

Determinants of client expectations for accounting services: A services marketing perspective

Author keywords

[No Author keywords available]

Indexed keywords


EID: 82355188750     PISSN: 10692533     EISSN: None     Source Type: Journal    
DOI: 10.1300/J127v02n02_05     Document Type: Article
Times cited : (4)

References (61)
  • 1
    • 85023916093 scopus 로고
    • Where Does Practice Development End and the Selling Stan?
    • February
    • Ades, L. J., 1988. “Where Does Practice Development End and the Selling Stan?”. The CPA Journal, February:33–5.
    • (1988) The CPA Journal , pp. 33-35
    • Ades, L.J.1
  • 2
    • 85009587469 scopus 로고
    • How to Develop an Advertising Program for an Accounting Practice
    • April
    • Allen, P. W., and Arnold, D. R., 1991. “How to Develop an Advertising Program for an Accounting Practice,”. The CPA Journal, April:32–35.
    • (1991) The CPA Journal , pp. 32-35
    • Allen, P.W.1    Arnold, D.R.2
  • 3
    • 0000761228 scopus 로고
    • Some Methods for Respecifying Measurement Models to Obtain Unidimensional Construct Measurement
    • Anderson, J. C., and Gerbing, D. W., 1982. “Some Methods for Respecifying Measurement Models to Obtain Unidimensional Construct Measurement,”. Journal of Marketing, 19:453–460.
    • (1982) Journal of Marketing , vol.19 , pp. 453-460
    • Anderson, J.C.1    Gerbing, D.W.2
  • 4
    • 0002951664 scopus 로고
    • Stage of the Product Life Cycle, Business Strategy, and Business Performance
    • March
    • Anderson, C., and Zeithaml, C. P., 1984. “Stage of the Product Life Cycle, Business Strategy, and Business Performance,”. Academy of Management Journal, March:5–24.
    • (1984) Academy of Management Journal , pp. 5-24
    • Anderson, C.1    Zeithaml, C.P.2
  • 5
    • 85023948359 scopus 로고
    • What Keeps Business Clients Happy with Tax Services?
    • January
    • Andrus, D., Ott, R., and Donnelly, D., 1989. “What Keeps Business Clients Happy with Tax Services?”. The Practical Accountant, January:82–83.
    • (1989) The Practical Accountant , pp. 82-83
    • Andrus, D.1    Ott, R.2    Donnelly, D.3
  • 6
    • 84949811182 scopus 로고
    • How to Lose Clients Without Really Trying
    • May
    • Aquila, A., and Koltin, A., 1992. “How to Lose Clients Without Really Trying,”. Journal of Accountancy, May:67–70.
    • (1992) Journal of Accountancy , pp. 67-70
    • Aquila, A.1    Koltin, A.2
  • 8
    • 0002705873 scopus 로고
    • The Role of the Environment in Marketing Services: The Consumer Perspective
    • Czepiel J.A., Congram C.A., Shanahan J., (eds), Chicago: American Marketing Association
    • Baker, J., 1987. “The Role of the Environment in Marketing Services:The Consumer Perspective,”. In The Services Challenge:Integrating for Competitive Advantage, Edited by:Czepiel, J. A., Congram, C. A., and Shanahan, J., 79–84. Chicago:American Marketing Association.
    • (1987) The Services Challenge: Integrating for Competitive Advantage , pp. 79-84
    • Baker, J.1
  • 9
    • 85023483591 scopus 로고
    • Situational Variables and Consumer Behavior
    • Russell, Belk. 1970. “Situational Variables and Consumer Behavior,”. Journal of Marketing, 19:453–460.
    • (1970) Journal of Marketing , vol.19 , pp. 453-460
    • Russell, B.1
  • 10
    • 4243159210 scopus 로고
    • Significance Tests and Goodness-of-fit in the Analysis of Covariance Structures
    • Bentler, P. M., and Bonnett, D. G., 1980. “Significance Tests and Goodness-of-fit in the Analysis of Covariance Structures,”. Psychological Bulletin,:588–606.
    • (1980) Psychological Bulletin , pp. 588-606
    • Bentler, P.M.1    Bonnett, D.G.2
  • 11
    • 0001921404 scopus 로고
    • Four Ways to Make Services More Tangible
    • October-December
    • Berry, L. L., and Clark, T., 1986. “Four Ways to Make Services More Tangible,”. Business, October-December:53–54.
    • (1986) Business , pp. 53-54
    • Berry, L.L.1    Clark, T.2
  • 12
    • 0001785351 scopus 로고
    • Consumer Responses to the Physical Environment in Service Settings
    • Vanketesan M., Schmalensee D., Marshall C., (eds), Chicago: American Marketing Association
    • Bitner, M. J., 1986. “Consumer Responses to the Physical Environment in Service Settings,”. In Creativity in Services Marketing, Edited by:Vanketesan, M., Schmalensee, D., and Marshall, C., 89–93. Chicago:American Marketing Association.
    • (1986) Creativity in Services Marketing , pp. 89-93
    • Bitner, M.J.1
  • 13
    • 0002866667 scopus 로고
    • Evaluating Service Encounter: The Effects of Physical Sur roundings and Employee Responses
    • April
    • Bitner, M. J., 1990. “Evaluating Service Encounter:The Effects of Physical Sur roundings and Employee Responses,”. Journal of Marketing, April:69–82.
    • (1990) Journal of Marketing , pp. 69-82
    • Bitner, M.J.1
  • 14
    • 0001810553 scopus 로고
    • A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
    • January
    • Bolton, R., and Drew, J., 1991a. “A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes,”. Journal of Marketing, January:1–9.
    • (1991) Journal of Marketing , pp. 1-9
    • Bolton, R.1    Drew, J.2
  • 15
    • 0000429475 scopus 로고
    • A Multistage Model of Customers' Assessments of Service Quality and Value
    • March
    • Bolton, R., 1991b. “A Multistage Model of Customers' Assessments of Service Quality and Value,”. Journal of Consumer Research, March:375–384.
    • (1991) Journal of Consumer Research , pp. 375-384
    • Bolton, R.1
  • 16
    • 0001815785 scopus 로고
    • Marketing Strategies and Organizational Structures for Service Firms
    • Donnelly J., George W., (eds), Chicago: American Marketing Association
    • Booms, B., and Bitner, M., 1981. “Marketing Strategies and Organizational Structures for Service Firms,”. In Marketing of Services, Edited by:Donnelly, J., and George, W., 47–52. Chicago:American Marketing Association.
    • (1981) Marketing of Services , pp. 47-52
    • Booms, B.1    Bitner, M.2
  • 18
    • 84993806132 scopus 로고
    • Marketing in Troubled Waters
    • March
    • Boress, A., 1993. “Marketing in Troubled Waters,”. Journal of Accountancy, March:38–43.
    • (1993) Journal of Accountancy , pp. 38-43
    • Boress, A.1
  • 20
    • 0039019702 scopus 로고
    • How Consumers Form Expectations of Service Quality Prior To A First Time Purchase
    • Darden W., Lusch R., Mason B., (eds), Baton Rouge, LA: American Marketing Association and Louisiana State University
    • Clow, K., Kurtz, D., and Ozment, J., 1991. “How Consumers Form Expectations of Service Quality Prior To A First Time Purchase,”. In Symposium on Patronage Behavior and Retail Strategy:Cutting Edge II, Edited by:Darden, W., Lusch, R., and Mason, B., 99–110. Baton Rouge, LA:American Marketing Association and Louisiana State University.
    • (1991) Symposium on Patronage Behavior and Retail Strategy: Cutting Edge II , pp. 99-110
    • Clow, K.1    Kurtz, D.2    Ozment, J.3
  • 21
    • 0002381637 scopus 로고
    • Measuring Service Quality: A Reexamination and Extension
    • July
    • Cronin, J. J., and Taylor, S. A., 1992. “Measuring Service Quality:A Reexamination and Extension,”. Journal of Marketing, July:55–68.
    • (1992) Journal of Marketing , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 22
    • 0041466507 scopus 로고
    • Clients' Selection and Retention Criteria: Some Marketing Implications for the Small C.P.A. Firm
    • Day, E., Denton, L., and Hickner, J., 1988. “Clients' Selection and Retention Criteria:Some Marketing Implications for the Small C.P.A. Firm,”. Journal of Professional Services Marketing, 3:283–95.
    • (1988) Journal of Professional Services Marketing , vol.3 , pp. 283-295
    • Day, E.1    Denton, L.2    Hickner, J.3
  • 23
    • 0001421894 scopus 로고
    • A Field Study of the Causal Inferences and Consumer Research Reaction: The View from the Airport
    • March
    • Folkes, V. S., Koletsky, S., and Graham, J. L., 1987. “A Field Study of the Causal Inferences and Consumer Research Reaction:The View from the Airport,”. Journal of Consumer Research, March:534–539.
    • (1987) Journal of Consumer Research , pp. 534-539
    • Folkes, V.S.1    Koletsky, S.2    Graham, J.L.3
  • 25
    • 0002722082 scopus 로고
    • Quality on the Line
    • September-October
    • Garvin, D. A., 1983. “Quality on the Line,”. Harvard Business Review, September-October:65–73.
    • (1983) Harvard Business Review , pp. 65-73
    • Garvin, D.A.1
  • 26
    • 47649104165 scopus 로고
    • Marketing Strategies for Improving Practice Development
    • February, February
    • George, W, and Solomon, P., February 1980. “Marketing Strategies for Improving Practice Development,”. In Journal of Accountancy February, 79–88.
    • (1980) Journal of Accountancy , pp. 79-88
    • George, W.1    Solomon, P.2
  • 28
    • 84952530172 scopus 로고
    • False, Misleading, or Deceptive Advertising by CPA Firms: Opinions of Practicing Accountants
    • Grant, J., 1989. “False, Misleading, or Deceptive Advertising by CPA Firms:Opinions of Practicing Accountants,”. Journal of Professional Services Marketing, 4(2):111–16.
    • (1989) Journal of Professional Services Marketing , vol.4 , Issue.2 , pp. 111-116
    • Grant, J.1
  • 29
    • 0000224185 scopus 로고
    • The Advantages of LISREL for Accounting Researchers
    • December
    • Gregson, T., 1992. “The Advantages of LISREL for Accounting Researchers,”. Accounting Horizons, December:42–48.
    • (1992) Accounting Horizons , pp. 42-48
    • Gregson, T.1
  • 31
    • 84869571048 scopus 로고
    • A Service Quality Model and Its Marketing Implications
    • Gronroos, C., 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
    • Gronroos, C.1
  • 33
    • 85023912699 scopus 로고
    • Firms Poll Clients to Sharpen Service
    • June 21, 34
    • Hock, S., 1993. “Firms Poll Clients to Sharpen Service,”. Accounting Today, June 21:I 34
    • (1993) Accounting Today
    • Hock, S.1
  • 34
    • 3543037533 scopus 로고
    • The Use of Marketing Plans and Advertising Among Accounting Firms: Is This Profession A Viable Candidate for Marketing?
    • Hodge, T. G., Brown, M. H., and J Lumpkin, R., 1990. “The Use of Marketing Plans and Advertising Among Accounting Firms:Is This Profession A Viable Candidate for Marketing?”. Journal of Professional Services Marketing, 6(1):43–52.
    • (1990) Journal of Professional Services Marketing , vol.6 , Issue.1 , pp. 43-52
    • Hodge, T.G.1    Brown, M.H.2    Jlumpkin, R.3
  • 35
    • 84921292063 scopus 로고
    • Marketing by Professionals as Applied to CPA Firms: Room for Improvement?
    • Honeycutt, E. D., Jr and Marts, J. A., 1990. “Marketing by Professionals as Applied to CPA Firms:Room for Improvement?”. Journal of Professional Services Marketing, 6(1):29–42.
    • (1990) Journal of Professional Services Marketing , vol.6 , Issue.1 , pp. 29-42
    • Honeycutt, E.D.1    Marts, J.A.2
  • 38
    • 0347977543 scopus 로고
    • Some Further Remarks on Measurement-Structure Interaction and the Unidimesionaliiy of Constructs
    • Kumar, A., and Dillon, W. R., 1987. “Some Further Remarks on Measurement-Structure Interaction and the Unidimesionaliiy of Constructs,”. Journal of Marketing, 24:438–444.
    • (1987) Journal of Marketing , vol.24 , pp. 438-444
    • Kumar, A.1    Dillon, W.R.2
  • 40
    • 0000069149 scopus 로고
    • A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
    • LaBarbera, P. A., and Mazursky, D., 1983. “A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction:The Dynamic Aspect of the Cognitive Process,”. Journal of Marketing Research, 20:393–404.
    • (1983) Journal of Marketing Research , vol.20 , pp. 393-404
    • LaBarbera, P.A.1    Mazursky, D.2
  • 41
    • 6344258083 scopus 로고
    • A Different Approach to Serving Clients
    • January
    • Leinicke, L. M., and Fish, G. L. 1990. “A Different Approach to Serving Clients,”. Journal of Accountancy, January:53–60.
    • (1990) Journal of Accountancy , pp. 53-60
    • Leinicke, L.M.1    Fish, G.L.2
  • 42
    • 0001092672 scopus 로고
    • The Incline of Quality
    • September-October
    • Leonard, F. S., and Sasser, W. E., 1982. “The Incline of Quality,”. Harvard Business Review, September-October:163–171.
    • (1982) Harvard Business Review , pp. 163-171
    • Leonard, F.S.1    Sasser, W.E.2
  • 43
    • 0001925995 scopus 로고
    • The Marketing Aspects of Service Quality
    • Berry L., Shostack G., Upah G., (eds), Chicago: American Marketing Association
    • Lewis, R. C., and Booms, B. H., 1983. “The Marketing Aspects of Service Quality,”. In Emerging Perspectives on Services Marketing, Edited by:Berry, L., Shostack, G., and Upah, G., 99–107. Chicago:American Marketing Association.
    • (1983) Emerging Perspectives on Services Marketing , pp. 99-107
    • Lewis, R.C.1    Booms, B.H.2
  • 44
    • 85023936896 scopus 로고
    • Build Client Loyalty with Intra-marketing
    • January
    • Linn, T., 1993. “Build Client Loyalty with Intra-marketing,”. Accounting Today, January:16–17.
    • (1993) Accounting Today , pp. 16-17
    • Linn, T.1
  • 45
    • 0007128214 scopus 로고
    • Segmenting the CPA Services Market
    • Lynn, S. A., 1987. “Segmenting the CPA Services Market,”. Advances in Accounting, 4:239–265.
    • (1987) Advances in Accounting , vol.4 , pp. 239-265
    • Lynn, S.A.1
  • 48
    • 0002441636 scopus 로고
    • A Test of Services Marketing Theory: Consumer Information Acquisition Activities
    • Murray, K. B., 1991. “A Test of Services Marketing Theory:Consumer Information Acquisition Activities,”. Journal of Marketing, 55:10–25.
    • (1991) Journal of Marketing , vol.55 , pp. 10-25
    • Murray, K.B.1
  • 49
    • 85023949190 scopus 로고
    • Let the Client Define Service Excellence
    • March 2, S22
    • Novak, G., 1992. “Let the Client Define Service Excellence,”. Accounting Today, March 2:S20 S22
    • (1992) Accounting Today
    • Novak, G.1
  • 50
    • 85023915743 scopus 로고
    • What Do Clients Want?
    • March 1
    • Novak, G., 1993. “What Do Clients Want?”. Accounting Today, March 1:S20–S22.
    • (1993) Accounting Today , pp. S20-S22
    • Novak, G.1
  • 51
    • 0348098771 scopus 로고
    • Marketing Principles and Practice in the Accounting Profession: A Review
    • O'Donohoe, S., Diamantopoulos, A., and Petersen, N., 1991. “Marketing Principles and Practice in the Accounting Profession:A Review,”. European Journal of Marketing, 25(6):37–54.
    • (1991) European Journal of Marketing , vol.25 , Issue.6 , pp. 37-54
    • O'Donohoe, S.1    Diamantopoulos, A.2    Petersen, N.3
  • 52
    • 84948484760 scopus 로고
    • Perceptions of Accountant Advertisements
    • December
    • Ott, R. L., Andrus, D., and Ainsworth, P., 1991. “Perceptions of Accountant Advertisements,”. The CPA Journal, December:74–75.
    • (1991) The CPA Journal , pp. 74-75
    • Ott, R.L.1    Andrus, D.2    Ainsworth, P.3
  • 53
    • 0002408510 scopus 로고
    • A Conceptual Model of Service Quality and Its Implications for Future Research
    • Fall
    • Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research,”. Journal of Marketing, Fall:41–50.
    • (1985) Journal of Marketing , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 54
    • 0001312089 scopus 로고
    • SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality
    • Spring
    • Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1988. “SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,”. Journal of Retailing, Spring:12–40.
    • (1988) Journal of Retailing , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 55
    • 0003114898 scopus 로고
    • Product Quality, Cost Position, and Business Performance: A Test of Some Key Hypotheses
    • Spring
    • Phillips, L. W, Chang, D. R., and Buzzcll, R. D., 1983. “Product Quality, Cost Position, and Business Performance:A Test of Some Key Hypotheses,”. Journal of Marketing, Spring:26–43.
    • (1983) Journal of Marketing , pp. 26-43
    • Phillips, L.W.1    Chang, D.R.2    Buzzcll, R.D.3
  • 56
    • 0009615090 scopus 로고
    • Accent is on Quality in Consumer Services
    • Rabin, J, II. 1983. “Accent is on Quality in Consumer Services,”. Marketing News, t7:12
    • (1983) Marketing News , vol.t7 , pp. 12
    • Rabin, J.1
  • 57
    • 0002705824 scopus 로고
    • Breaking Free From Product Marketing
    • April
    • Shostack, G. L., 1977. “Breaking Free From Product Marketing,”. Journal of Marketing, April:73–80.
    • (1977) Journal of Marketing , pp. 73-80
    • Shostack, G.L.1
  • 58
    • 0002661541 scopus 로고
    • Script-Based Evaluations of Satisfaction with Services
    • Berry L., Shostack G., Upah G., (eds), Chicago: American Marketing Association
    • Smith, R. A.M, and Houston, J., 1982. “Script-Based Evaluations of Satisfaction with Services,”. In Emerging Perspectives on Services Marketing, Edited by:Berry, L., Shostack, G., and Upah, G., 59–62. Chicago:American Marketing Association.
    • (1982) Emerging Perspectives on Services Marketing , pp. 59-62
    • Smith, R.A.M.1    Houston, J.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.