11 20121117 fujimura@ec.kagawa-u.ac.jp
BB1 B2 B1B2
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. 45-48.
, 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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(Lehtinen and Latiamaki, 1989) (Parasuraman, Zeithaml, and Berry, 1985, 1988) etc.
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Albrecht, K. and R. Zemke (2002), Service America in the New Economy, New York, NY: McGraw-Hill. (2006) August 52-69 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. 45-48. 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. 41-50. 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. 12-40.