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Different Concepts," in Advances in Services Marketing and Management, Teresa A. Swartz, D.A. Bowen and S.W. Brown, eds., Vol. 2, JAL Press, 1993, 65-85.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L., "SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of
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Perceptions of Service Quality", Journal of Retailing, 64(1), 12-40
Rathmell, J. M.(1974), "Marketing in the service sector", Cambridge, MA: Winthrop.
Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham(1995), "Return on Quality(ROQ) : Making Service Quality Financially Accountable", Jour
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if her recommendation is accepted? If her recommendation is overruled?
jennifer는 인상적인 처리 수완을 사용 못했다고 생각한다. 그녀는 mike의 상황을 전혀 파악하지 않고 자신이 느낀 mike의 부정적 인식등의 주관적 판단을 통해 문제를 해결하려고 했다. 그녀
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different are retail lookalikes from traditional me-toos?", Journal of Brand Management, 2(4), 204-207
Ward, J., Loken, B., Ross, I., Hasapopoulos, T., 1986, "The influence of physical similarity on generalization of affect and attribute perceptions from national brands to private label brands", Shi
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different strategies of advertising variation: A test
of repetition-variation hypothesis, " Journal of Consumer Research,
17(Sep), pp.192-202.
Singh, Surendra N. and M. L. Rothschild(1983), "Recognition as a measure of
learning from television commercials," Journal of Marketing Research,
20(Aug)
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different modalities nutritional support. Am J Kidney Dis 1995; 33: 180-185
Lawrence M., Tierney Jr., Stephen J. Mcphee, Maxine A. Papadakis: Disease of the Kidney, pp.1501-1540, 1988.
Lange CL, Weinberger MH, Miller JZ(1985). Dietary counseling results in effective dietary sodium restriction. J. Am
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Perceptions of Service in Banks, Administrative Science QuarteIy, 1980.
9. D. Katz, B.A. Gutk, R,I. Kah,and E. Barton, Bureaucratic Encounmters
(Ann Arbor,Mich: Institute of Research, University of Michigan,1975. 제1장 序 論
제2장 병원조직과 고객서비스의 이론적 배경
제3장 분석 「
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