References
- 강준규(1997), '지역공공재의 수요함수 추정교통서비스를 중심으로-', 한국국민경제학회 '경제학논집', 8권, 2호
- 권용장, 한성호, 김현웅(1999), '철도산업의 공공서비스적 성격에 관한 고찰' ,'한국철도학회 추계학술대회논문집', pp. 35-45
- 김문구, 박명철, 정동헌, 박종현(2003) '이동 통신서비스에서 전환장벽이 고객유지에 미치는 조절효과에 관한 실증연구', '경영정보연구', 13권,3호, pp. 107-130
- 김성득, 최양원(1997), '경부고속철도 경주- 울산 구간과 일본 신간선의 비교' , '대한교통학회지', 15권, 2호, pp. 131-150
- 김희탁, 이종철(2002), '제화의 고객지향적 품질창조에 관한 실증적 연구- 카노 모형과 QFD 를 중심으로-', '품질경영학회지', 30권, 1호, pp. 1-21
- 문영훈(2000), '지방공기업의 공공서비스 개선을 위한 개혁과 향후과제(上)', '지방행정' 49권 561호, pp. 60-73
- 백병성(2002), '공공서비스와 소비자', '소비자학연구', 13권,2호, pp. 127-143
- 삼성경제연구소(1996.10), '민철건설의 활성화 방안'
- 손영수(1992), 철도산업의 서비스 마아케팅에 관한 연구 -이론적 고찰 및 실태 분석-, 한양대학교 석사학위논문
- 유한주 외 5인(2004), '품질경영론', 박영사
- 이용우(2002), '공서비스의 효율적 공급을 위한 도시경영과제와 전략', 한국도시행정학회, '도시행정학보', 15집 1호, pp. 3-27
- 이재활(1984), '세계 각국의 고속철도 현황', '대한토목학회지', 32권 4호, pp. 1-19
- 이창운, 서광석(2003), '고속철도교통시대를 위한 국가교통체계연구(1단계)', 교통개발연구원 연구총서
- 임정훈, 민대기, 김광재(2003), 'Kana 모형에 기반한 소비자 요구사항 분류 : 퍼지 접근방법' ,'품질경영학회지', 31권 3호, pp. 98-114
- 전인수(1992), '전환장벽, 모방장벽 및 지속적 경쟁우위', '경영연구', 16집, 홍익대학교 경영연구소, pp. 135-152
- 정충영, 최이규(1996), 'SPSSWIN을 이용한 통계분석', 무역경영사
- 조남건 외(2003), '고속철도 개통에 따른 국토공간구조의 변화전망 및 대응방안 연구', 국토연구원
- 채서일(2001), '사회조사방법론', 학현사
- 철도청(2004. 4), 한국고속철도(KTX)개통 1개월 운영현황
- 한국철도 5월호(2004), pp. 20-22
- Anderson, J. C. and Narus, J. A.(1990), 'A Model of Distributor Firm and Manufacturer Firm Working Partnerships', Journal of Marketing, Vol. 54, No.1, pp. 42-58 https://doi.org/10.2307/1252172
- Bendapudi, N. and Berry, L. L.(1997), 'Customers' Motivations for Maintaining Relationships with Service Providers', Journal of Retailing, Vol. 73, No.1, pp. 15-37 https://doi.org/10.1016/S0022-4359(97)90013-0
- Berry, L. L. and Parasuraman, A.(1991), Marketing Services: Competing through Quality, New York: Free Press
- Berry, L. L.(1995), 'Relationship Marketing of Services-Growing Interest, Emerging Perspectives', Journal of the Academy of Marketing Science, Vol. 23 (Fall), pp. 236-245 https://doi.org/10.1177/009207039502300402
- Chang, Y., et al.(2000), 'A Multiobjective Model for Passenger Train Service Planning : Application to Taiwan's High-Speed Rail Line', Transportation Research Part B, Vol. 34, pp. 91-106 https://doi.org/10.1016/S0191-2615(99)00013-2
- Colgate, M. and Lang, B.(2001), 'Switching Barriers in Consumer Markets: An Investigation of the Financial Services Industry', Journal of Consumer Marketing, Vol. 18, No.4, pp. 323-347
- Crisalli, U.(1999), 'User's Behaviour Simulation of Intercity Rail Service Choices', Simulation Practice and Theory, Vol. 7, pp. 233-249 https://doi.org/10.1016/S0928-4869(99)00004-X
- Cronin and Taylor, S. A.(1992), 'Measuring Service Quality: A Reexamination Extension', Journal of Marketing, Vol. 56, pp. 55-68
- Dick, A. S. and Basu, K.(1994), 'Customer Loyalty: Toward an Integrated Conceptual Framework', Jounal of the Academy of Marketing Science, Vol. 22, Spring, pp. 99-113 https://doi.org/10.1177/0092070394222001
- Else, P. K. and James, T. J.(1995), 'Privatisation and the Quality of Rail Service', Transportation Research Part A, Vol. 29A, No.6, pp. 387-400
- Fornell, C.(1992), 'A National Customer Satisfaction Barometer: The Swedish Experience', Journal of Marketing, Vol. 56, January, pp. 6-21 https://doi.org/10.2307/1252129
- Fundin, A. and Nilsson, L.(2003), 'Using Kane's Theory of Attractive Quality to Better Understand Customer Experiences with E-Services', The Asian Journal on Quality, Vol. 4, No.2, pp. 32-49
- Gronhaug, K. and Gilly, M. C.(1991), 'A Transaction Cost Approach to Customer Dissatisfaction and Complaint Actions', Journal of Economic Psychology, Vol. 12, pp. 165-83 https://doi.org/10.1016/0167-4870(91)90048-X
- Gronroos, C.(1984), 'A Service Quality Model and Its Marketing Implications', European Journal of Marketing, Vol. 18, pp. 30-44 https://doi.org/10.1108/EUM0000000004790
- Gronroos, C.(1988), 'Service Quality: The Six Criteria of Good Perceived Service Quality', Review of Business, Vol. 9(Winter), pp. 10-13
- Guiltinan, J. P.(1989), 'A Classification of Switching Costs with Implications for Relationship Marketing', in Childers, T. L., Bagozzi, R. P., Peter, J. P. (Ed), AMA Winter Educator's Conference : Marketing Theory and Practice, American Marketing Association, Chicago, IL, pp. 216-220
- Gwinner, K. P., Gremler, D. D. and Bitner, M. J.(1998), 'Relational Benefits in Services Industries: The Customer's Perceptive', Journal of the Academy of Marketing Science; Vol. 26(Spring), pp. 101-114 https://doi.org/10.1177/0092070398262002
- Jones, M. A., Mothersbaugh, D. L. and Beatty, S. E.(2000), 'Switching Barriers and Repurchase Intentions in Services', Journal of Retailing, Vol. 76, No.2, pp. 259-272 https://doi.org/10.1016/S0022-4359(00)00024-5
- Jones, M. A, Mothersbaugh, D. L., and Beatty, S. E.(2002), 'Why Customers Stay : Measuring the Underlying Dimensions of Services Switching Costs and Managing their Differential Strategic Outcomes', Journal of Business Research, Vol. 55, pp. 441-450 https://doi.org/10.1016/S0148-2963(00)00168-5
- Kano, N.(2001), 'Life cycle and creation of attractive quality', 4th International QMOD Conference on Quality Management and Organizational Development, University of Linkoping, Sweden
- Kano, N., Seraku, N., Takahashi, F., and Tsuji, S.(1984), 'Attractive Quality and Must-Be Quality', The Journal of the Japanese Society for Quality Control, Vol. 14, No. 2, pp. 39-48
- Keaveney, S. M.(1995), 'Customer Switching Behavior in Service Industries: An Exploratory Study', Journal of Marketing, Vol. 59, No.2, pp. 71-82 https://doi.org/10.2307/1252074
- Lee, M. and Cunningham, L. F.(2001), 'A Cost/Benefit Approach to Understanding Service Loyalty', Journal of Services Marketing, Vol. 15, No.2, pp. 113-130 https://doi.org/10.1108/08876040110387917
- Milan, J.(1997), 'Comparison of the Quality of Rail and Air Networks in West, Central and Eastern Europe', Transport Policy, Vol. 4, No.2, pp. 85-93 https://doi.org/10.1016/S0967-070X(97)00010-3
- Morgan, R. M. and Hunt, S. D.(1994), 'The Commitment-Trust Theory of Relationship Marketing', Journal of Marketing, 58(July), pp, 20-38
- Parasuraman, A., Zeithaml, V. A., and Berry L. L.(1988), 'SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perception a of Service Quality', Journal of Retailing, Vol. 64(Spring), pp. 12-40
- Parasuraman, A., Zeithaml, V. A., and Berry L. L.(1984), 'Reassessment of Expectation as a Comparison Standard in Measuring Service Quality', Journal of Marketing, Vol. 58 (January) , pp. 111-124
- Patterson P. G. and Smith T.(2001), 'Relationship Benefits in Service Industries: A Replication in a Southeast Asian Context', Journal of Service Marketing, Vol. 15, No.6, pp. 425-443 https://doi.org/10.1108/EUM0000000006098
- Ping, R. A. Jr(1993), 'The Effects of Satisfaction and Structural Constraints on Retailer Exiting, Voice, Loyalty, Opportunism, and Neglect', Journal of Retailing, Vol. 69 No.3, pp. 320-52 https://doi.org/10.1016/0022-4359(93)90010-G
- Sengupta, S., Krapfel, R. E., and Pusateri, M. A.(1997), 'Switching Cost in Key Account Relationships', Journal of Personal Selling & Sales Management, Vol. 17, No. 4, pp. 9-16
- Smith, A. and Bolton, R.(1998), 'An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?', Journal of Service Research, Vol. 1, No.1, pp. 65-81 https://doi.org/10.1177/109467059800100106
- Tax, S. S., Brown, S. W., and Chandrashekaran, M.(1998), 'Customer evaluations of Service Complaint Experiences: implications for Relationship Marketing', Journal of Marketing, Vol. 62, April, pp. 60-76 https://doi.org/10.2307/1252161
- Tripp, C. and Drea, J. T.(2002), 'Selecting and Promoting Service Encounter Elements in Passenger Rail Tansportation', Journal of Service Marketing, Vol. 16, No. 5, pp. 432-442 https://doi.org/10.1108/08876040210436902
- Voith, R.(1997), 'Fares, service levels, and Demographics: What Determines Commuter rail Ridership in the Long Run?', Journal of Urban Economics, Vol. 41, pp. 176-197 https://doi.org/10.1006/juec.1996.1092
- Zemke, R.(1993), 'The Art of Service Recovery : Fixing Broken Customers and Keeping Them on Your Side', Ing Scheuing, E. and Christopher, W. (Ed.), The Service Quality Handbook, Amacom, pp. 463-479