서비스접점 종업원에 대한 보상과 권한위임이 서비스품질 인식에 미치는 영향에 관한 연구

참고문헌 (Reference)

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3 "소매금융서비스 품질 결정요인과 만족도 및 충성도간 관계연구" 9 : 154-180, 2003b

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