메뉴 건너뛰기




Volumn 13, Issue 3, 2004, Pages 156-167

The relationships among perceived quality, perceived risk and perceived product value

Author keywords

[No Author keywords available]

Indexed keywords


EID: 84993046522     PISSN: 10610421     EISSN: None     Source Type: Journal    
DOI: 10.1108/10610420410538050     Document Type: Article
Times cited : (310)

References (74)
  • 1
    • 0032200860 scopus 로고    scopus 로고
    • Understand what customers value
    • November-December
    • Anderson, C.J. and Narus, A.J. (1998), “Understand what customers value”, Harvard Business Review, November-December, pp. 53-65.
    • (1998) Harvard Business Review , pp. 53-65
    • Anderson, C.J.1    Narus, A.J.2
  • 2
    • 84993099515 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E.W. and Sullivan, M. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125-143.
    • (1993) Marketing Science , vol.12 , Issue.2 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.2
  • 3
    • 0034148454 scopus 로고    scopus 로고
    • Customer satisfaction cues to support market segmentation and explain switching behavior
    • Athanassopoulos, A.D. (2000), “Customer satisfaction cues to support market segmentation and explain switching behavior”, Journal of Business Research, Vol. 47, pp. 191-207.
    • (2000) Journal of Business Research , vol.47 , pp. 191-207
    • Athanassopoulos, A.D.1
  • 4
    • 84992986269 scopus 로고
    • Reference group influence on product and brand purchase decisions
    • Bearden, W.O. and Etzel, M.J. (1982), “Reference group influence on product and brand purchase decisions”, Journal of Consumer Research, Vol. 9, pp. 183-194.
    • (1982) Journal of Consumer Research , vol.9 , pp. 183-194
    • Bearden, W.O.1    Etzel, M.J.2
  • 5
    • 0009085583 scopus 로고
    • Consumer-perceived risk and attitudes toward generically prescribed drugs
    • Bearden, W.O. and Mason, J.B. (1978), “Consumer-perceived risk and attitudes toward generically prescribed drugs”, Journal of Applied Psychology, Vol. 63 No. 6, pp. 741-749.
    • (1978) Journal of Applied Psychology , vol.63 , Issue.6 , pp. 741-749
    • Bearden, W.O.1    Mason, J.B.2
  • 6
    • 84993020154 scopus 로고
    • A multistage model of customers’ assessments of service quality and value
    • Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, Vol. 17, pp. 375-384.
    • (1991) Journal of Consumer Research , vol.17 , pp. 375-384
    • Bolton, R.N.1    Drew, J.H.2
  • 7
    • 0035612804 scopus 로고    scopus 로고
    • Some new thoughts on conceptualizing perceived service quality: a hierarchical approach
    • July
    • Brady, K.M. and Cronin, J.J. Jr (2001), “Some new thoughts on conceptualizing perceived service quality: a hierarchical approach”, Journal of Marketing, Vol. 65, July, pp. 34-49.
    • (2001) Journal of Marketing , vol.65 , pp. 34-49
    • Brady, K.M.1    Cronin, J.J.2
  • 8
    • 0000834618 scopus 로고
    • An assesment of expanded measure of perceived risk
    • Brooker, G. (1983), “An assesment of expanded measure of perceived risk”, Advances in Consumer Research, Vol. 10, pp. 439-441.
    • (1983) Advances in Consumer Research , vol.10 , pp. 439-441
    • Brooker, G.1
  • 9
    • 85135343288 scopus 로고    scopus 로고
    • Service quality and satisfaction – the moderating role of value
    • Caruana, A., Money, A.H. and Berthon, P.R. (2000), “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34, pp. 1338-1352.
    • (2000) European Journal of Marketing , vol.34 , pp. 1338-1352
    • Caruana, A.1    Money, A.H.2    Berthon, P.R.3
  • 10
    • 0033211285 scopus 로고    scopus 로고
    • Service performance gap: re-evaluation and redevelopment
    • Chenet, P., Tynan, C. and Money, A. (1999), “Service performance gap: re-evaluation and redevelopment”, Journal of Business Research, Vol. 46 No. 2, pp. 133-147.
    • (1999) Journal of Business Research , vol.46 , Issue.2 , pp. 133-147
    • Chenet, P.1    Tynan, C.2    Money, A.3
  • 11
    • 0042309888 scopus 로고    scopus 로고
    • From brand values to customer value
    • Christopher, M. (1996), “From brand values to customer value”, Journal of Marketing Practice, Vol. 2 No. 1, pp. 55-66.
    • (1996) Journal of Marketing Practice , vol.2 , Issue.1 , pp. 55-66
    • Christopher, M.1
  • 12
    • 0002381637 scopus 로고
    • Measuring service quality: a re-examination and extension
    • July
    • Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re-examination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 13
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effect of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin, J.J., Brady, M.K. and Hult, G.T.M. (2000), “Assessing the effect of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, Vol. 76 No. 2, pp. 193-218.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 193-218
    • Cronin, J.J.1    Brady, M.K.2    Hult, G.T.M.3
  • 14
    • 0040984002 scopus 로고
    • The capabilities of market-driven organizations
    • Day, G.S. (1994), “The capabilities of market-driven organizations”, Journal of Marketing, Vol. 58 No. 4, pp. 37-52.
    • (1994) Journal of Marketing , vol.58 , Issue.4 , pp. 37-52
    • Day, G.S.1
  • 15
    • 84992931869 scopus 로고
    • Corporate culture, customer orientation, and innovativeness
    • Deshpande, R., Farley, J.U. and Webster, F.E. (1993), “Corporate culture, customer orientation, and innovativeness”, Journal of Marketing, Vol. 57 No. 1, pp. 23-38.
    • (1993) Journal of Marketing , vol.57 , Issue.1 , pp. 23-38
    • Deshpande, R.1    Farley, J.U.2    Webster, F.E.3
  • 16
    • 84993075395 scopus 로고
    • Effects of price, brand and store information on buyers’ product evaluations
    • August
    • Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), “Effects of price, brand and store information on buyers’ product evaluations”, Journal of Marketing Research, Vol. 28, August, pp. 307-319.
    • (1991) Journal of Marketing Research , vol.28 , pp. 307-319
    • Dodds, W.B.1    Monroe, K.B.2    Grewal, D.3
  • 17
    • 84986037610 scopus 로고    scopus 로고
    • Testing the SERVQUAL scale in business-to-business sector: the case of ocean freight shipping service
    • Durvasula, S., Lysonski, S. and Mehta, S.C. (1999), “Testing the SERVQUAL scale in business-to-business sector: the case of ocean freight shipping service”, The Journal of Services Marketing, Vol. 13 No. 2, pp. 132-150.
    • (1999) The Journal of Services Marketing , vol.13 , Issue.2 , pp. 132-150
    • Durvasula, S.1    Lysonski, S.2    Mehta, S.C.3
  • 18
    • 84986109125 scopus 로고    scopus 로고
    • Service quality by relationships in the international market
    • Eriksson, K., Majkgard, A. and Sharma, D.D. (1999), “Service quality by relationships in the international market”, The Journal of Services Marketing, Vol. 13 No. 4/5, pp. 361-375.
    • (1999) The Journal of Services Marketing , vol.13 , Issue.4-5 , pp. 361-375
    • Eriksson, K.1    Majkgard, A.2    Sharma, D.D.3
  • 19
    • 0041401088 scopus 로고    scopus 로고
    • The initiators of changes in customers’ desired value
    • Flint, D.J. and Woodruff, R.B. (2001), “The initiators of changes in customers’ desired value”, Industrial Marketing Management, Vol. 30, pp. 321-337.
    • (2001) Industrial Marketing Management , vol.30 , pp. 321-337
    • Flint, D.J.1    Woodruff, R.B.2
  • 20
    • 0031092758 scopus 로고    scopus 로고
    • Customer value change in industrial marketing relationships: a call for new strategies and research
    • Flint, D.J., Woodruff, R.B. and Gardial, S.F. (1997), “Customer value change in industrial marketing relationships: a call for new strategies and research”, Industrial Marketing Management, Vol. 26 No. 2, pp. 163-176.
    • (1997) Industrial Marketing Management , vol.26 , Issue.2 , pp. 163-176
    • Flint, D.J.1    Woodruff, R.B.2    Gardial, S.F.3
  • 22
    • 0032391668 scopus 로고    scopus 로고
    • The effects of price-comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions
    • April
    • Grewal, D., Monroe, K.B. and Krishnan, R. (1998), “The effects of price-comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions”, Journal of Marketing, Vol. 62, April, pp. 46-59.
    • (1998) Journal of Marketing , vol.62 , pp. 46-59
    • Grewal, D.1    Monroe, K.B.2    Krishnan, R.3
  • 23
    • 0001909504 scopus 로고
    • Quality and value in the consumption experience. Phaldrus rides again
    • Ed. Jacobi, J. Ed. Olson, J. Lexington Books Lexington, MA
    • Holbrook, M.B. and Corfman, K.P. (1981), “Quality and value in the consumption experience. Phaldrus rides again”, in Ed. Jacobi, J. and Ed. Olson, J. (Eds), Perceived Quality, Lexington Books, Lexington, MA, pp. 31-57.
    • (1981) Perceived Quality , pp. 31-57
    • Holbrook, M.B.1    Corfman, K.P.2
  • 24
    • 84992963376 scopus 로고
    • Market orientation: antecedents and consequences
    • Jaworski, B.J. and Kohli, A.K. (1993), “Market orientation: antecedents and consequences”, Journal of Marketing, Vol. 57 No. 3, pp. 53-71.
    • (1993) Journal of Marketing , vol.57 , Issue.3 , pp. 53-71
    • Jaworski, B.J.1    Kohli, A.K.2
  • 27
    • 84990623177 scopus 로고
    • Global measures of information service quality: a cross-national study
    • Kettinger, W.J., Lee, C.C. and Lee, S. (1995), “Global measures of information service quality: a cross-national study”, Decision Sciences, Vol. 26 No. 5, pp. 569-589.
    • (1995) Decision Sciences , vol.26 , Issue.5 , pp. 569-589
    • Kettinger, W.J.1    Lee, C.C.2    Lee, S.3
  • 28
    • 0040436889 scopus 로고
    • Quality phenomenon: the conceptual understanding of quality in face-to-face service encounters
    • Ed. Czepiel, J.A. Ed. Solomon, M.R. Ed. Surprenant, C.F. Lexington Books Lexington, MA
    • Klaus, P.G. (1985), “Quality phenomenon: the conceptual understanding of quality in face-to-face service encounters”, in Ed. Czepiel, J.A., Ed. Solomon, M.R. and Ed. Surprenant, C.F. (Eds), The Service Encounter, Lexington Books, Lexington, MA.
    • (1985) The Service Encounter
    • Klaus, P.G.1
  • 29
    • 84986165689 scopus 로고    scopus 로고
    • The determinants of perceived service quality and its relation with satisfaction
    • Lee, H., Lee, Y. and Yoo, D. (2000), “The determinants of perceived service quality and its relation with satisfaction”, Journal of Services Marketing, Vol. 14 No. 3, pp. 217-231.
    • (2000) Journal of Services Marketing , vol.14 , Issue.3 , pp. 217-231
    • Lee, H.1    Lee, Y.2    Yoo, D.3
  • 30
    • 84986065214 scopus 로고    scopus 로고
    • Perceived risk and outcome differences in multi-level service relationships
    • Macintosh, G. (2002), “Perceived risk and outcome differences in multi-level service relationships”, Journal of Services Marketing, Vol. 16 No. 2, pp. 143-157.
    • (2002) Journal of Services Marketing , vol.16 , Issue.2 , pp. 143-157
    • Macintosh, G.1
  • 32
    • 84993101970 scopus 로고    scopus 로고
    • Mumel, D. (1999), “Vedenje porabnikov”, Ekonomsko poslovna Fakulteta, University of Maribor, Maribor.
    • (1999)
    • Mumel, D.1
  • 33
    • 0002554586 scopus 로고
    • Classifying products strategically
    • July
    • Murphy, P.E. and Enis, B.M. (1986), “Classifying products strategically”, Journal of Marketing, Vol. 50, July, pp. 24-42.
    • (1986) Journal of Marketing , vol.50 , pp. 24-42
    • Murphy, P.E.1    Enis, B.M.2
  • 34
    • 0033130267 scopus 로고    scopus 로고
    • One more time: how do you satisfy customers?
    • May-June
    • Naumann, E. and Jackson, D.W. (1999), “One more time: how do you satisfy customers?”, Business Horizons, May-June, pp. 71-76.
    • (1999) Business Horizons , pp. 71-76
    • Naumann, E.1    Jackson, D.W.2
  • 38
    • 0001940991 scopus 로고
    • Perceived quality in consumer decision making: an integrated theoretical perspective
    • Ed. Jacobi, J. Ed. Olson, J. Lexington Books Lexington, MA
    • Olshavsky, R.W. (1985), “Perceived quality in consumer decision making: an integrated theoretical perspective”, in Ed. Jacobi, J. and Ed. Olson, J. (Eds), Perceived Quality, Lexington Books, Lexington, MA.
    • (1985) Perceived Quality
    • Olshavsky, R.W.1
  • 39
    • 84993037522 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Autumn
    • 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, Vol. 49, Autumn, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 40
    • 84993015667 scopus 로고
    • SERVQUAL: a multiple item scale for measuring customer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 41
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 12-40.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 42
    • 0031314022 scopus 로고    scopus 로고
    • Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business services context: an empirical examination
    • Patterson, P. and Spreng, R.A. (1997), “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business services context: an empirical examination”, International Journal of Service Industry Management, Vol. 8 No. 5, pp. 415-432.
    • (1997) International Journal of Service Industry Management , vol.8 , Issue.5 , pp. 415-432
    • Patterson, P.1    Spreng, R.A.2
  • 43
    • 0009076271 scopus 로고
    • An investigation of perceived risk at the brand level
    • Peter, J.P. and Ryan, M.J. (1976), “An investigation of perceived risk at the brand level”, Journal of Marketing Research, Vol. 13 No. 2, pp. 184-189.
    • (1976) Journal of Marketing Research , vol.13 , Issue.2 , pp. 184-189
    • Peter, J.P.1    Ryan, M.J.2
  • 44
    • 84993051753 scopus 로고    scopus 로고
    • Pisnik, A. (2000), “Vplivni dejavniki na zaznano vrednost izdelka, magistrsko delo”, Ekonomsko Poslovna Fakulteta, University of Maribor, Maribor.
    • (2000)
    • Pisnik, A.1
  • 45
    • 0032376133 scopus 로고    scopus 로고
    • Coupon value: a signal for price?
    • August
    • Raghubir, P. (1998), “Coupon value: a signal for price?”, Journal of Marketing Research, Vol. 35, August, pp. 316-324.
    • (1998) Journal of Marketing Research , vol.35 , pp. 316-324
    • Raghubir, P.1
  • 46
    • 0033270382 scopus 로고    scopus 로고
    • Cigarette smoking and perceived risk: a multidimensional investigation
    • Rindfleisch, A. and Crockett, D.X. (1999), “Cigarette smoking and perceived risk: a multidimensional investigation”, Journal of Public Policy Marketing, Vol. 18 No. 2, pp. 159-171.
    • (1999) Journal of Public Policy Marketing , vol.18 , Issue.2 , pp. 159-171
    • Rindfleisch, A.1    Crockett, D.X.2
  • 47
    • 0002591399 scopus 로고
    • Consumer ranking of risk reduction methods
    • Roselius, T. (1971), “Consumer ranking of risk reduction methods”, Journal of Marketing, Vol. 35, pp. 56-61.
    • (1971) Journal of Marketing , vol.35 , pp. 56-61
    • Roselius, T.1
  • 48
    • 22044449859 scopus 로고    scopus 로고
    • Quality measurement in the public sector: some perspectives from the service quality literature
    • Rowley, J. (1998), “Quality measurement in the public sector: some perspectives from the service quality literature”, Total Quality Management, Vol. 9 No. 2/3, pp. 321-335.
    • (1998) Total Quality Management , vol.9 , Issue.2-3 , pp. 321-335
    • Rowley, J.1
  • 49
    • 0010020283 scopus 로고
    • A normative conception of value
    • Schechter, L. (1984), “A normative conception of value”, Progressive Grocer, Executive Report, pp. 12-14.
    • (1984) Progressive Grocer , pp. 12-14
    • Schechter, L.1
  • 50
    • 0032383117 scopus 로고    scopus 로고
    • An integrated approach toward the spatial modeling of perceived customer value
    • May
    • Sinha, I. and DeSarbo, W. (1998), “An integrated approach toward the spatial modeling of perceived customer value”, Journal of Marketing Research, Vol. 35, May, pp. 236-249.
    • (1998) Journal of Marketing Research , vol.35 , pp. 236-249
    • Sinha, I.1    DeSarbo, W.2
  • 51
    • 23044518447 scopus 로고    scopus 로고
    • Intelligence generation and superior customer value
    • Slater, S.F. and Narver, J.C. (2000), “Intelligence generation and superior customer value”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 120-128.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , Issue.1 , pp. 120-128
    • Slater, S.F.1    Narver, J.C.2
  • 52
    • 0021408029 scopus 로고
    • Modeling the societal impact of fatal accidents
    • Slovic, P., Lichtenstein, S. and Fischhoff, B. (1984), “Modeling the societal impact of fatal accidents”, Management Science, Vol. 30 No. 4, pp. 464-475.
    • (1984) Management Science , vol.30 , Issue.4 , pp. 464-475
    • Slovic, P.1    Lichtenstein, S.2    Fischhoff, B.3
  • 53
    • 84992964172 scopus 로고
    • Snoj, B. (1992), “Storitve v menjalnih procesih in model primerjalne analize njihove kakovosti na primeru zdravilišč Republike Slovenije” (Services in exchange processes and the comparative model of their quality – the case of health spas in Slovenia), Dissertation, Faculty of Economics and Business, University of Maribor, Maribor.
    • (1992)
    • Snoj, B.1
  • 54
    • 84992962223 scopus 로고    scopus 로고
    • Snoj, B. and Gabrijan, V. (2000), “Osnove marketinga, zbrano gradivo”, Ekonomsko Poslovna Fakulteta, University of Maribor, Maribor.
    • (2000)
    • Snoj, B.1    Gabrijan, V.2
  • 55
    • 84986086688 scopus 로고    scopus 로고
    • Determinants of service quality and satisfaction in the auto casualty claims process
    • Stafford, M.R., Stafford, T.F. and Wells, B.P. (1998), “Determinants of service quality and satisfaction in the auto casualty claims process”, The Journal of Services Marketing, Vol. 12 No. 6, pp. 426-440.
    • (1998) The Journal of Services Marketing , vol.12 , Issue.6 , pp. 426-440
    • Stafford, M.R.1    Stafford, T.F.2    Wells, B.P.3
  • 57
    • 84986098052 scopus 로고    scopus 로고
    • Services quality and satisfaction: the process of people doing things together
    • Swan, J.E. and Bowers, M.R. (1998), “Services quality and satisfaction: the process of people doing things together”, Journal of Services Marketing, Vol. 12 No. 1, pp. 59-61.
    • (1998) Journal of Services Marketing , vol.12 , Issue.1 , pp. 59-61
    • Swan, J.E.1    Bowers, M.R.2
  • 58
    • 0033092827 scopus 로고    scopus 로고
    • The role of perceived risk in the quality-value relationship: a study in a retail environment
    • Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1999), “The role of perceived risk in the quality-value relationship: a study in a retail environment”, Journal of Retailing, Vol. 75 No. 1, pp. 77-105.
    • (1999) Journal of Retailing , vol.75 , Issue.1 , pp. 77-105
    • Sweeney, J.C.1    Soutar, G.N.2    Johnson, L.W.3
  • 59
    • 23044519528 scopus 로고    scopus 로고
    • The effect of extrinsic product cues on consumers’ perception of quality, sacrifice, and value
    • Teas, R.K. and Agarwal, S. (2000), “The effect of extrinsic product cues on consumers’ perception of quality, sacrifice, and value”, Journal of the Academy of Marketing Science, Vol. 28 No. 2, pp. 278-290.
    • (2000) Journal of the Academy of Marketing Science , vol.28 , Issue.2 , pp. 278-290
    • Teas, R.K.1    Agarwal, S.2
  • 60
    • 0011909720 scopus 로고    scopus 로고
    • Measuring customer-perceived value in business markets
    • Ulaga, W. and Chacour, S. (2001), “Measuring customer-perceived value in business markets”, Industrial Marketing Management, Vol. 30, pp. 525-540.
    • (2001) Industrial Marketing Management , vol.30 , pp. 525-540
    • Ulaga, W.1    Chacour, S.2
  • 61
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: the next source for competitive advantage
    • Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 139-153.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-153
    • Woodruff, R.B.1
  • 63
    • 0002884197 scopus 로고
    • Understanding value and satisfaction from the customer's point of view
    • Woodruff, R.B., Schumann, D.W. and Gardial, S.F. (1993), “Understanding value and satisfaction from the customer's point of view”, Survey of Business, Vol. 29 No. 1, pp. 33-41.
    • (1993) Survey of Business , vol.29 , Issue.1 , pp. 33-41
    • Woodruff, R.B.1    Schumann, D.W.2    Gardial, S.F.3
  • 64
    • 84993051750 scopus 로고    scopus 로고
    • Završnik, B. and Male, V. (1999), “Management izdelkov (zbrano gradivo)”, Ekonomsko Poslovna Fakulteta, University of Maribor, Maribor.
    • (1999)
    • Završnik, B.1    Male, V.2
  • 65
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence
    • July
    • Zeithaml, V. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2-22.
    • (1988) Journal of Marketing , vol.52 , pp. 2-22
    • Zeithaml, V.1
  • 67
    • 0030548125 scopus 로고    scopus 로고
    • The behavioral consequences of service quality
    • Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
    • (1996) Journal of Marketing , vol.60 , Issue.2 , pp. 31-46
    • Zeithaml, V.A.1    Berry, L.L.2    Parasuraman, A.3
  • 68
    • 84993010868 scopus 로고
    • Proceedings of Knowledge Development in Marketing
    • Brensinger, R.L.D. (1990), “Can the SERVQUAL scale be generalised to business to business?”, Proceedings of Knowledge Development in Marketing, AMA Summer Educators’ Conference.
    • (1990)
    • Brensinger, R.L.D.1
  • 70
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality
    • January
    • Cronin, J.J. and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance-based and perception-minus-expectations measurement of service quality”, Journal of Marketing, Vol. 58, January, pp. 55-68.
    • (1994) Journal of Marketing , vol.58 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 71
    • 84948475355 scopus 로고
    • Customer expectations and perceptions of service quality in retail apparel stores
    • Gaiglano, K.B. and Hathcote, J. (1994), “Customer expectations and perceptions of service quality in retail apparel stores”, Journal of Services Marketing, Vol. 8 No. 1, pp. 60-69.
    • (1994) Journal of Services Marketing , vol.8 , Issue.1 , pp. 60-69
    • Gaiglano, K.B.1    Hathcote, J.2
  • 73
    • 0001899030 scopus 로고
    • A conceptual model of service quality and service satisfaction
    • Ed. Swartz, T.A. Ed. Bowen, D.E. Ed. Brown, S.W. JAI Press Greenwich, CT
    • Oliver, R.L. (1993), “A conceptual model of service quality and service satisfaction”, in Ed. Swartz, T.A., Ed. Bowen, D.E. and Ed. Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT, pp. 65-86.
    • (1993) Advances in Services Marketing and Management , pp. 65-86
    • Oliver, R.L.1
  • 74
    • 0025486182 scopus 로고
    • Zero defections: quality comes to services
    • September-October
    • Reichheld, F.F. and Sasser, W.E. (1990), “Zero defections: quality comes to services”, Harvard Business Review, Vol. 68, September-October, pp. 105-111.
    • (1990) Harvard Business Review , vol.68 , pp. 105-111
    • Reichheld, F.F.1    Sasser, W.E.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.