商業学会発表資料( ).ppt
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9 Lehtinen, U. and J. R. Laitamaki(1989),, Applications of Service Quality and Services Marketing in Health Care Organizations, D. T. Paul (ed.), Building Marketing Effectiveness in Healthcare, Proceeding Series, American Marketing Association, pp
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16 , 1983, 38 McKenna, 1997, pp. 149,, 206 Albrecht and Zemke, 2002, p. 50,, 68 Lovelock and Wright, 2002, p. 6, 2006, 56 (, 2009, 2)
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30 Albrecht, K. and R. Zemke (2002), Service America in the New Economy, New York, NY: McGraw-Hill. (2006) August Donabedian, A.(1980), The Definition of Quality and Approaches to Its Assessment, Health Administration Press. (2009) Gummesson, E. (1993), Quality Management in Service Organizations, ISQA. Lehtinen, U. and J. R. Laitamaki (1989), "Applications of Service Quality and Services Marketing in Health Care Organizations," D. T. Paul (ed.), Building Marketing Effectiveness in Healthcare, Proceeding Series, American Marketing Association, pp Lovelock, C. and L. Wright (2002), Principles of Service Marketing and Management, Second edition, Upper Saddle River, NJ: Prentice Hall. McKenna, R. (1997), Real Time: Preparing for the Age of Never Satisfied Customer, Boston, MA: Harvard Business School Press. Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol. 49 (Fall), pp Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No. 1 (Spring), pp
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