메뉴 건너뛰기




Volumn 13, Issue 3-4, 2008, Pages 139-161

A focused service quality, benefits, overall satisfaction and loyalty model for public aquatic centres

Author keywords

[No Author keywords available]

Indexed keywords


EID: 85009649083     PISSN: 13606719     EISSN: 1466450X     Source Type: Journal    
DOI: 10.1080/13606710802200829     Document Type: Article
Times cited : (56)

References (91)
  • 1
    • 19744366119 scopus 로고    scopus 로고
    • Customers’ expectations of service in Greek fitness centres
    • Afthinos, Y., Theodorakis, N. D. and Nassis, P. (2005) Customers’ expectations of service in Greek fitness centres, Managing Service Quality, 13(5), 245-258.
    • (2005) Managing Service Quality , vol.13 , Issue.5 , pp. 245-258
    • Afthinos, Y.1    Theodorakis, N.D.2    Nassis, P.3
  • 2
    • 84986037576 scopus 로고    scopus 로고
    • Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece
    • Alexandris, K., Dimitriadis, N. and Markata, D. (2002) Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece, Managing Service Quality, 12(14), 224-231.
    • (2002) Managing Service Quality , vol.12 , Issue.14 , pp. 224-231
    • Alexandris, K.1    Dimitriadis, N.2    Markata, D.3
  • 3
    • 33745379898 scopus 로고    scopus 로고
    • An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context
    • Alexandris, K., Zahariadis, C., Tsorbatzoudis, C. and Grouios, G. (2004) An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context, European Sport Management Quarterly, 4, 36-52.
    • (2004) European Sport Management Quarterly , vol.4 , pp. 36-52
    • Alexandris, K.1    Zahariadis, C.2    Tsorbatzoudis, C.3    Grouios, G.4
  • 4
    • 0031286053 scopus 로고    scopus 로고
    • Customer satisfaction, productivity, and profitability: Differences between goods and services
    • Anderson, E. W., Fornell, C. and Rust, R. L. (1997) Customer satisfaction, productivity, and profitability: differences between goods and services, Marketing Science, 16(2), 129-145.
    • (1997) Marketing Science , vol.16 , Issue.2 , pp. 129-145
    • Anderson, E.W.1    Fornell, C.2    Rust, R.L.3
  • 5
    • 41649112685 scopus 로고
    • Structural equation modelling in practice: A review and recommended two-step approach
    • Anderson, J. C. and Gerbling, D. W. (1988) Structural equation modelling in practice: a review and recommended two-step approach, Psychological Bulletin, 103, 411-423.
    • (1988) Psychological Bulletin , vol.103 , pp. 411-423
    • Anderson, J.C.1    Gerbling, D.W.2
  • 6
    • 84986078184 scopus 로고    scopus 로고
    • SERVQUAL revisited: A critical review of service quality
    • Asubonteng, P., McCleary, K. and Swan, J. (1996) SERVQUAL revisited: A critical review of service quality, Journal of Services Marketing, 10(6), 62-81.
    • (1996) Journal of Services Marketing , vol.10 , Issue.6 , pp. 62-81
    • Asubonteng, P.1    McCleary, K.2    Swan, J.3
  • 7
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction and behavioral intentions
    • Baker, D. A. and Crompton, J. L. (2000) Quality, satisfaction and behavioral intentions, Annals of Tourism Research, 27(3), 785-804.
    • (2000) Annals of Tourism Research , vol.27 , Issue.3 , pp. 785-804
    • Baker, D.A.1    Crompton, J.L.2
  • 8
    • 79957873343 scopus 로고    scopus 로고
    • The new wave: An era of pool developments
    • Benton, N. (2003) The new wave: an era of pool developments, Australasian Leisure Management, 36, 14-17, 24.
    • (2003) Australasian Leisure Management , vol.36
    • Benton, N.1
  • 10
    • 0001926055 scopus 로고
    • Servicescapes: The impact of physical surroundings on customers and employees
    • Bitner, M. J. (1992) Servicescapes: the impact of physical surroundings on customers and employees, Journal of Marketing, 56, 57-71.
    • (1992) Journal of Marketing , vol.56 , pp. 57-71
    • Bitner, M.J.1
  • 11
    • 0035612804 scopus 로고    scopus 로고
    • Some new thoughts on conceptualizing perceived service quality: A hierarchical approach
    • Brady, M. K. and Cronin, J. J. (2001) Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, 34-49.
    • (2001) Journal of Marketing , vol.65 , pp. 34-49
    • Brady, M.K.1    Cronin, J.J.2
  • 12
    • 0010836179 scopus 로고    scopus 로고
    • Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study
    • Brady, M. K. and Robertson, C. J. (2001) Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study, Journal of Business Research, 51(1), 53-60.
    • (2001) Journal of Business Research , vol.51 , Issue.1 , pp. 53-60
    • Brady, M.K.1    Robertson, C.J.2
  • 14
    • 0002596497 scopus 로고
    • Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions
    • Carman, J. (1990) Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66(1), 33-55.
    • (1990) Journal of Retailing , vol.66 , Issue.1 , pp. 33-55
    • Carman, J.1
  • 15
    • 0344010067 scopus 로고    scopus 로고
    • System-based quality dimensions in fitness services: Development of the scale of quality
    • Chang, K. and Chelladurai, P. (2003) System-based quality dimensions in fitness services: development of the scale of quality, The Services Industry Journal, 23(5), 65-83.
    • (2003) The Services Industry Journal , vol.23 , Issue.5 , pp. 65-83
    • Chang, K.1    Chelladurai, P.2
  • 16
    • 0344260158 scopus 로고    scopus 로고
    • Targets and standards of quality in sport services
    • Chelladurai, P. and Chang, K. (2000) Targets and standards of quality in sport services, Sport Management Review, 3, 1-22.
    • (2000) Sport Management Review , vol.3 , pp. 1-22
    • Chelladurai, P.1    Chang, K.2
  • 17
    • 0011090535 scopus 로고    scopus 로고
    • Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong Hotel industry
    • Choi, T. Y. and Chu, R. (2001) Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong Hotel industry, International Journal of Hospitality Management, 20, 277-297.
    • (2001) International Journal of Hospitality Management , vol.20 , pp. 277-297
    • Choi, T.Y.1    Chu, R.2
  • 18
    • 36049050287 scopus 로고    scopus 로고
    • Examining the mediating role of festival visitors’ satisfaction in the relationship between service quality and behavioral intentions
    • Cole, S. T. and Illum, S. F. (2006) Examining the mediating role of festival visitors’ satisfaction in the relationship between service quality and behavioral intentions, Journal of Vacation Marketing, 12(2), 160-173.
    • (2006) Journal of Vacation Marketing , vol.12 , Issue.2 , pp. 160-173
    • Cole, S.T.1    Illum, S.F.2
  • 19
    • 0024821657 scopus 로고
    • Users’ perceptions of the relative importance of public recreation programs
    • Crompton, J. L. and MacKay, K. J. (1989) Users’ perceptions of the relative importance of public recreation programs, Leisure Sciences, 11, 367-375.
    • (1989) Leisure Sciences , vol.11 , pp. 367-375
    • Crompton, J.L.1    MacKay, K.J.2
  • 21
    • 84986082560 scopus 로고    scopus 로고
    • Looking back to see forward in services marketing: Some ideas to consider
    • Cronin, J. J. (2003) Looking back to see forward in services marketing: some ideas to consider, Managing Service Quality, 13(5), 332-337.
    • (2003) Managing Service Quality , vol.13 , Issue.5 , pp. 332-337
    • Cronin, J.J.1
  • 22
    • 0036029575 scopus 로고    scopus 로고
    • Performance measurement in the public sector: Strategies to cope with the risks of performance measurement
    • de Bruijn, H. (2002) Performance measurement in the public sector: strategies to cope with the risks of performance measurement, The International Journal of Public Sector Management, 15(7), 578-594.
    • (2002) The International Journal of Public Sector Management , vol.15 , Issue.7 , pp. 578-594
    • de Bruijn, H.1
  • 23
    • 0032341750 scopus 로고    scopus 로고
    • On the relationship between perceived service quality, Service loyalty and Switching costs
    • De Ruyter, K., Wetzels, M. and Bloemer, J. (1998) On the relationship between perceived service quality, Service loyalty and Switching costs, International Journal of Service Industry Management, 9(5), 436-453.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.5 , pp. 436-453
    • De Ruyter, K.1    Wetzels, M.2    Bloemer, J.3
  • 25
    • 84990330574 scopus 로고    scopus 로고
    • Do we really need multiple-item measures in service research?
    • Drolet, A. L. and Morrison, D. G. (2001) Do we really need multiple-item measures in service research? Journal of Service Research, 3(3), 196-204.
    • (2001) Journal of Service Research , vol.3 , Issue.3 , pp. 196-204
    • Drolet, A.L.1    Morrison, D.G.2
  • 26
    • 0034377224 scopus 로고    scopus 로고
    • Understanding the customer base of service providers: An examination of the differences between switchers and stayers
    • Ganesh, J., Arnold, M. J. and Reynolds, K. E. (2000) Understanding the customer base of service providers: an examination of the differences between switchers and stayers, Journal of Marketing, 64(3), 65-87.
    • (2000) Journal of Marketing , vol.64 , Issue.3 , pp. 65-87
    • Ganesh, J.1    Arnold, M.J.2    Reynolds, K.E.3
  • 27
    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • Grönroos, C. (1984) A service quality model and its marketing implications, European Journal of Marketing, 18(4), 36-45.
    • (1984) European Journal of Marketing , vol.18 , Issue.4 , pp. 36-45
    • Grönroos, C.1
  • 30
    • 27144485832 scopus 로고    scopus 로고
    • The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention
    • October
    • Gustafsson, A., Johnson, M. D. and Roos, I. (2005) The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention, Journal of Marketing, 69(October), 210-218.
    • (2005) Journal of Marketing , vol.69 , pp. 210-218
    • Gustafsson, A.1    Johnson, M.D.2    Roos, I.3
  • 32
    • 85009568969 scopus 로고    scopus 로고
    • The use of service quality indices to measure the relative competitiveness of restaurants’ services: The case of Chinese restaurants in Hong Kong
    • Heung, V. C. S., Leung, T. K. and Tan, A. (2003) The use of service quality indices to measure the relative competitiveness of restaurants’ services: The case of Chinese restaurants in Hong Kong, Pacific Tourism Review, 6, 107-118.
    • (2003) Pacific Tourism Review , vol.6 , pp. 107-118
    • Heung, V.C.S.1    Leung, T.K.2    Tan, A.3
  • 33
    • 29344439262 scopus 로고    scopus 로고
    • Repeat attendance as a function of involvement, loyalty, and the sportscape across three football contexts
    • Hill, B. and Green, B. C. (2000) Repeat attendance as a function of involvement, loyalty, and the sportscape across three football contexts, Sport Management Review, 3, 145-162.
    • (2000) Sport Management Review , vol.3 , pp. 145-162
    • Hill, B.1    Green, B.C.2
  • 34
    • 17544368816 scopus 로고    scopus 로고
    • Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay
    • April
    • Homburg, C., Koschate, N. and Hoyer, W. D. (2005) Do satisfied customers really pay more? A study of the relationship between customer satisfaction and willingness to pay, Journal of Marketing, 69 (April), 84-96.
    • (2005) Journal of Marketing , vol.69 , pp. 84-96
    • Homburg, C.1    Koschate, N.2    Hoyer, W.D.3
  • 37
    • 84871749494 scopus 로고    scopus 로고
    • Customer service quality, satisfaction, and operational performance: A proposed model for Australian public aquatic centres
    • Howat, G. and Crilley, G. (2007) Customer service quality, satisfaction, and operational performance: a proposed model for Australian public aquatic centres, Annals of Leisure Research, 10(2), 168-195.
    • (2007) Annals of Leisure Research , vol.10 , Issue.2 , pp. 168-195
    • Howat, G.1    Crilley, G.2
  • 38
    • 78650060809 scopus 로고    scopus 로고
    • Trends in service quality, customer satisfaction and behavioural intentions of Australian aquatic centre customers, 1999-2001
    • Howat, G., Crilley, G., Mikilewicz, S., Edgecombe, S., March, H., Murray D. and Bell, B. (2002) Trends in service quality, customer satisfaction and behavioural intentions of Australian aquatic centre customers, 1999-2001, Annals of Leisure Research, 5, 51-64.
    • (2002) Annals of Leisure Research , vol.5 , pp. 51-64
    • Howat, G.1    Crilley, G.2    Mikilewicz, S.3    Edgecombe, S.4    March, H.5    Murray, D.6    Bell, B.7
  • 39
    • 29344443693 scopus 로고    scopus 로고
    • The role of critical incidents to complement service quality information for a sports and leisure centre
    • Howat, G. and Murray, D. (2002) The role of critical incidents to complement service quality information for a sports and leisure centre, European Sport Management Quarterly, 1(1), 23-46.
    • (2002) European Sport Management Quarterly , vol.1 , Issue.1 , pp. 23-46
    • Howat, G.1    Murray, D.2
  • 40
    • 18644384092 scopus 로고    scopus 로고
    • The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure centre customers
    • Howat, G., Murray, D. and Crilley, G. (1999) The relationships between service problems and perceptions of service quality, satisfaction, and behavioral intentions of Australian public sports and leisure centre customers, Journal of Park and Recreation Administration, 17(2), 42-64.
    • (1999) Journal of Park and Recreation Administration , vol.17 , Issue.2 , pp. 42-64
    • Howat, G.1    Murray, D.2    Crilley, G.3
  • 41
    • 85009576981 scopus 로고    scopus 로고
    • Reducing measurement overload: Rationalizing performance measures for public aquatic centres in Australia
    • Howat, G., Murray, D. and Crilley, G. (2005a) Reducing measurement overload: Rationalizing performance measures for public aquatic centres in Australia, Managing Leisure, 10, 128-142.
    • (2005) Managing Leisure , vol.10 , pp. 128-142
    • Howat, G.1    Murray, D.2    Crilley, G.3
  • 43
    • 67650706330 scopus 로고    scopus 로고
    • Cutoff criteria for fit indexes in covariance structure analysis: Conventionaal criteria versus new alternatives
    • Hu, L. and Bentler, P. M. (1999) Cutoff criteria for fit indexes in covariance structure analysis: conventionaal criteria versus new alternatives, Structural Equation Modeling, 6(1), 1-55.
    • (1999) Structural Equation Modeling , vol.6 , Issue.1 , pp. 1-55
    • Hu, L.1    Bentler, P.M.2
  • 45
    • 0001848840 scopus 로고
    • Why Satisfied customers defect
    • Jones, M. A. and Sasser, W. (1995) Why Satisfied customers defect, Harvard Business Review, 73(6), 88-99.
    • (1995) Harvard Business Review , vol.73 , Issue.6 , pp. 88-99
    • Jones, M.A.1    Sasser, W.2
  • 46
    • 84986173603 scopus 로고    scopus 로고
    • Transactionspecific satisfaction and overall satisfaction: An empirical analysis
    • Jones, M. A. and Suh, J. (2000) Transactionspecific satisfaction and overall satisfaction: An empirical analysis, Journal of Services Marketing, 14(2), 147-159.
    • (2000) Journal of Services Marketing , vol.14 , Issue.2 , pp. 147-159
    • Jones, M.A.1    Suh, J.2
  • 47
    • 84992978548 scopus 로고    scopus 로고
    • Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach - a case study of Mauritius
    • Juwaheer, T. D. (2004) Exploring international tourists’ perceptions of hotel operations by using a modified SERVQUAL approach - a case study of Mauritius, Managing Service Quality, 14(5), 350-364.
    • (2004) Managing Service Quality , vol.14 , Issue.5 , pp. 350-364
    • Juwaheer, T.D.1
  • 48
    • 84993047474 scopus 로고    scopus 로고
    • Service quality dimensions: An examination of grönroos’s sevice quality model
    • Kang, G. and James, J. (2004) Service quality dimensions: an examination of grönroos’s sevice quality model, Managing Sevice Quality, 14(4), 266-277.
    • (2004) Managing Sevice Quality , vol.14 , Issue.4 , pp. 266-277
    • Kang, G.1    James, J.2
  • 49
    • 0032327333 scopus 로고    scopus 로고
    • Segmentation of sport centre members in Seoul based on attitudes toward service quality
    • Kim, C. and Kim, S. Y. (1998) Segmentation of sport centre members in Seoul based on attitudes toward service quality, Journal of Sport Management, 12, 273-287.
    • (1998) Journal of Sport Management , vol.12 , pp. 273-287
    • Kim, C.1    Kim, S.Y.2
  • 50
    • 18644381414 scopus 로고
    • QUESC: An instrument for assesing the service quality of sport centers in korea
    • Kim, D. and Kim, S. Y. (1995) QUESC: an instrument for assesing the service quality of sport centers in korea, Journal of Sport Management, 9(2), 208-220.
    • (1995) Journal of Sport Management , vol.9 , Issue.2 , pp. 208-220
    • Kim, D.1    Kim, S.Y.2
  • 52
    • 85009564243 scopus 로고
    • DINESERV: Measuring service quality in quick service, casual and theme, and fine dining restaurants
    • Knutson, B., Steven, P. and Patton, M. (1995) DINESERV: measuring service quality in quick service, casual and theme, and fine dining restaurants, International Journal of Hospitality Management, 14(3/4), 293-310.
    • (1995) International Journal of Hospitality Management , vol.14 , Issue.3-4 , pp. 293-310
    • Knutson, B.1    Steven, P.2    Patton, M.3
  • 53
    • 70349634994 scopus 로고    scopus 로고
    • The effect of joy on the behaviour of cricket spectators: The mediating role of satisfaction
    • Kuenzel, S. and Yassim, M. (2007) The effect of joy on the behaviour of cricket spectators: The mediating role of satisfaction, Managing Leisure, 12, 43-57.
    • (2007) Managing Leisure , vol.12 , pp. 43-57
    • Kuenzel, S.1    Yassim, M.2
  • 54
    • 18644379539 scopus 로고    scopus 로고
    • Service Quality assessment scale (sqas): An instrument for evaluating service quality of health-fitness clubs
    • Lam, E. T. C., Zang, J. J. and Jensen, B. E. (2005) Service Quality assessment scale (sqas): an instrument for evaluating service quality of health-fitness clubs, Measurement in Physical Education and Exercise Science, 9(2), 79-111.
    • (2005) Measurement in Physical Education and Exercise Science , vol.9 , Issue.2 , pp. 79-111
    • Lam, E.T.C.1    Zang, J.J.2    Jensen, B.E.3
  • 56
    • 0000943276 scopus 로고
    • Two approaches to service quality dimensions
    • Lehtinen, U. and Lehtinen, J. R. (1991) Two approaches to service quality dimensions, Service Industries Journal, 11(3), 287-303.
    • (1991) Service Industries Journal , vol.11 , Issue.3 , pp. 287-303
    • Lehtinen, U.1    Lehtinen, J.R.2
  • 57
    • 85047669360 scopus 로고    scopus 로고
    • Principles and practice in reporting structural equation analyses
    • McDonald, R. P. and Ho, M.-H. R. (2002) Principles and practice in reporting structural equation analyses, Psychological Methods, 7, 64-82.
    • (2002) Psychological Methods , vol.7 , pp. 64-82
    • McDonald, R.P.1    Ho, M.-H.R.2
  • 60
    • 84992897660 scopus 로고    scopus 로고
    • Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations
    • Olsen, L. L. and Johnson, M. D. (2003) Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations, Journal of Service Research, 5(3), 184-197.
    • (2003) Journal of Service Research , vol.5 , Issue.3 , pp. 184-197
    • Olsen, L.L.1    Johnson, M.D.2
  • 61
    • 0001488412 scopus 로고    scopus 로고
    • The performance of ML, GLS, and WLS estimation in structural equation modeling under conditions of misspecification and nonnormality
    • Olsson, U. H., Foss, T., Troye, S. V. and Howell, R. D. (2002) The performance of ML, GLS, and WLS estimation in structural equation modeling under conditions of misspecification and nonnormality, Structural Equation Modeling: A Multidisciplinary Journal, 7, 557-595.
    • (2002) Structural Equation Modeling: A Multidisciplinary Journal , vol.7 , pp. 557-595
    • Olsson, U.H.1    Foss, T.2    Troye, S.V.3    Howell, R.D.4
  • 62
    • 0034124334 scopus 로고    scopus 로고
    • Physical activity and mental health - Current concepts
    • Paluska, S. and Schwenk, T. (2000) Physical activity and mental health - Current concepts, Sports Medicine, 29, 167-179.
    • (2000) Sports Medicine , vol.29 , pp. 167-179
    • Paluska, S.1    Schwenk, T.2
  • 63
    • 18644383704 scopus 로고    scopus 로고
    • The service quality expectations in private sport and fitness centers: A re-examination of the factor structure
    • Papadimitriou, D. and Karteroliotis, K. (2000) The service quality expectations in private sport and fitness centers: a re-examination of the factor structure, Sport Marketing Quarterly, 9(3), 157-164.
    • (2000) Sport Marketing Quarterly , vol.9 , Issue.3 , pp. 157-164
    • Papadimitriou, D.1    Karteroliotis, K.2
  • 64
    • 85009586570 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Berry, L. L. and Zeithaml, V. A. (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 66
  • 67
    • 85009571820 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, 49 (Autumn), 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 68
    • 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, 58(1), 111-124.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 70
    • 79959400239 scopus 로고
    • Loyalty measurement: A critical examination and theoretical extension
    • Pritchard, M., Howard, D. and Havitz, M. (1992) Loyalty measurement: a critical examination and theoretical extension, Leisure Sciences, 14(2), 155-164.
    • (1992) Leisure Sciences , vol.14 , Issue.2 , pp. 155-164
    • Pritchard, M.1    Howard, D.2    Havitz, M.3
  • 71
    • 1342312200 scopus 로고    scopus 로고
    • The one number you need to grow
    • Reichheld, F. F. (2003) The one number you need to grow, Harvard, Business Review, 81(12), 46-54.
    • (2003) Harvard, Business Review , vol.81 , Issue.12 , pp. 46-54
    • Reichheld, F.F.1
  • 72
    • 1642549773 scopus 로고
    • Service quality attributes and choice behavior
    • Richard, M. and Allaway, A. (1993) Service quality attributes and choice behavior, Journal of Services Marketing, 7(1), 59-68.
    • (1993) Journal of Services Marketing , vol.7 , Issue.1 , pp. 59-68
    • Richard, M.1    Allaway, A.2
  • 73
    • 85014282678 scopus 로고    scopus 로고
    • The performance of local authority sports halls and swimming pools in England
    • Robinson, L. and Taylor, P. (2003) The performance of local authority sports halls and swimming pools in England, Managing Leisure, 8, 1-16.
    • (2003) Managing Leisure , vol.8 , pp. 1-16
    • Robinson, L.1    Taylor, P.2
  • 74
    • 28044459149 scopus 로고    scopus 로고
    • Exploring loyal qualities: Assessing survey-based loyalty
    • Rundle-Thiele, S. (2005) Exploring loyal qualities: assessing survey-based loyalty, Journal of Services Marketing, 19(7), 492-500.
    • (2005) Journal of Services Marketing , vol.19 , Issue.7 , pp. 492-500
    • Rundle-Thiele, S.1
  • 75
    • 85107982221 scopus 로고
    • Return on quality (ROQ): Making service quality financially accountable
    • Rust, R. T., Zahorik, A. J. and Keiningham, T. (1995) Return on quality (ROQ): making service quality financially accountable, Journal of Marketing, 59(2), 58-70.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 58-70
    • Rust, R.T.1    Zahorik, A.J.2    Keiningham, T.3
  • 76
    • 33845284250 scopus 로고    scopus 로고
    • Reporting structural equation modeling and confirmatory factor analysis results: A review
    • July/August
    • Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A. and King, J. (2006) Reporting structural equation modeling and confirmatory factor analysis results: a review, The Journal of Educational Research, 99(6), July/August, 323-337.
    • (2006) The Journal of Educational Research , vol.99 , Issue.6 , pp. 323-337
    • Schreiber, J.B.1    Nora, A.2    Stage, F.K.3    Barlow, E.A.4    King, J.5
  • 77
    • 27144469564 scopus 로고    scopus 로고
    • Do satisfied customers buy more? Examining moderating influences in a retailing context
    • October
    • Seiders, K., Voss, G. B., Grewal, D. and Godfrey, A. L. (2005) Do satisfied customers buy more? Examining moderating influences in a retailing context, Journal of Marketing, 69 (October), 26-43.
    • (2005) Journal of Marketing , vol.69 , pp. 26-43
    • Seiders, K.1    Voss, G.B.2    Grewal, D.3    Godfrey, A.L.4
  • 78
    • 0002705824 scopus 로고
    • Breaking free from product marketing
    • Shostack, G. L. (1977) Breaking free from product marketing, Journal of Marketing, 41(2), 73-80.
    • (1977) Journal of Marketing , vol.41 , Issue.2 , pp. 73-80
    • Shostack, G.L.1
  • 81
    • 84876874741 scopus 로고    scopus 로고
    • Customers’ expectations factors in restaurants. The situation in Spain
    • Soriano, D. R. (2002) Customers’ expectations factors in restaurants. The situation in Spain, International Journal of Quality and Reliability Management, 19(8/9), 1055-1067.
    • (2002) International Journal of Quality and Reliability Management , vol.19 , Issue.8-9 , pp. 1055-1067
    • Soriano, D.R.1
  • 82
    • 84874484252 scopus 로고
    • Service recovery: Impact on satisfaction and intentions
    • Spreng, R., Harrell, G. and Mackoy, R. (1995) Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23.
    • (1995) Journal of Services Marketing , vol.9 , Issue.1 , pp. 15-23
    • Spreng, R.1    Harrell, G.2    Mackoy, R.3
  • 84
    • 0002677348 scopus 로고
    • Product performance and consumer satisfaction: A new concept
    • Swan, J. E. and Combs, L. J. (1976) Product performance and consumer satisfaction: a new concept, Journal of Marketing, 40(2), 25-33.
    • (1976) Journal of Marketing , vol.40 , Issue.2 , pp. 25-33
    • Swan, J.E.1    Combs, L.J.2
  • 87
    • 20444447958 scopus 로고    scopus 로고
    • A tale of two countries’ conservatism, service quality, and feedback on customer satisfaction
    • Voss, C. A., Roth, A. V., Rosenzweig, E. D., Blackmon, K. and Chase, R. B. (2004) A tale of two countries’ conservatism, service quality, and feedback on customer satisfaction, Journal of Service Research, 6(3), 212-230.
    • (2004) Journal of Service Research , vol.6 , Issue.3 , pp. 212-230
    • Voss, C.A.1    Roth, A.V.2    Rosenzweig, E.D.3    Blackmon, K.4    Chase, R.B.5
  • 89
    • 84992957310 scopus 로고    scopus 로고
    • The role of emotional satisfaction in service encounters
    • Wong, A. (2004) The role of emotional satisfaction in service encounters, Managing Service Quality, 14(5), 365-376.
    • (2004) Managing Service Quality , vol.14 , Issue.5 , pp. 365-376
    • Wong, A.1
  • 90
    • 0037893680 scopus 로고
    • Assessing perceptions of recreation center service quality: An application of recent advancements in service quality
    • Wright, B., Duray, N. and Goodale, T. (1992) Assessing perceptions of recreation center service quality: an application of recent advancements in service quality, Journal of Park and Recreation Administration, 10(3), 33-47.
    • (1992) Journal of Park and Recreation Administration , vol.10 , Issue.3 , pp. 33-47
    • Wright, B.1    Duray, N.2    Goodale, T.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.