1 장태선, "항공사의 서비스 실패와 회복이 고객만족에 미치는 영향" 대한관광경영학회 18 (18): 11-202, 2003
2 전인수, "서비스마케팅" 한국맥그로힐 2013
3 이유재, "서비스 마케팅" 학현사 2004
4 노형봉, "서비스 경영" 한경사 2013
5 한정은, "사용자 관점의 통역 품질 평가 연구 : 통역 에이전시 업무 담당자를 중심으로" 한국외국어대학교 통번역대학원 2013
6 홍국향, "불만처리 서비스 품질에 대한 고객과 종업원의 인식차이와 그 영향력에 관한 연구" 한국산업경제학회 22 (22): 151-178, 2009
7 Cheung A. K. F., "‘Scapegoating the interpreter for listeners’ Dissatisfaction with their level of understanding : An experimental study" 17 (17): 46-63, 2015
8 Downie, J., "What every client wants?(Re)mapping the trajectory of client expectations research" 60 (60): 18-35, 2015
9 Kahane, E., "Thoughts on the quality of interpretation"
10 Gremler D., "The critical incident technique in service research" 7 (7): 65-89, 2004
1 장태선, "항공사의 서비스 실패와 회복이 고객만족에 미치는 영향" 대한관광경영학회 18 (18): 11-202, 2003
2 전인수, "서비스마케팅" 한국맥그로힐 2013
3 이유재, "서비스 마케팅" 학현사 2004
4 노형봉, "서비스 경영" 한경사 2013
5 한정은, "사용자 관점의 통역 품질 평가 연구 : 통역 에이전시 업무 담당자를 중심으로" 한국외국어대학교 통번역대학원 2013
6 홍국향, "불만처리 서비스 품질에 대한 고객과 종업원의 인식차이와 그 영향력에 관한 연구" 한국산업경제학회 22 (22): 151-178, 2009
7 Cheung A. K. F., "‘Scapegoating the interpreter for listeners’ Dissatisfaction with their level of understanding : An experimental study" 17 (17): 46-63, 2015
8 Downie, J., "What every client wants?(Re)mapping the trajectory of client expectations research" 60 (60): 18-35, 2015
9 Kahane, E., "Thoughts on the quality of interpretation"
10 Gremler D., "The critical incident technique in service research" 7 (7): 65-89, 2004
11 Flanagan, J., "The critical incident technique" 51 : 237-258, 1954
12 Kirchhoff, H., "The Interpreting Studies Reader" Routledge 111-119, 2002
13 Pöchhacker, F., "Teaching Translation and Interpreting 2" John Benjamins 233-242, 1994
14 Zeithaml, V. A., "Services Marketing: Integrating Customer Focus across the Firm" McGraw Hill 2011
15 Maxham, J., "Service recovery’s influence on consumer satisfaction, word-of-mouth and purchase intentions" 54 (54): 11-24, 2001
16 Kalina, S., "Quality assurance for interpreting processes" 50 (50): 768-784, 2005
17 Marrone, S., "Quality : a shared objective" 5 : 35-41, 1993
18 Stauss, B., "Process-oriented measurement of service quality: Applying the sequential incident technique" 31 (31): 33-55, 1997
19 Chell, E., "Organizational Research: A Practical Guide" Sage 51-72, 1998
20 Moser, P., "Moser, P. & Mackintosh. J. (1995). Survey on expectations of users of conference interpretation: Final report" International Association of Conference Interpreters (AIIC) website
21 Chase, R. B., "Make your service fail-safe" 35 (35): 35-, 1994
22 Bühler, H., "Linguistic(semantic)and extra-linguistic(pragmatic)criteria for the evaluation of conference interpretation and interpreters" 5 (5): 231-235, 1986
23 "ISO 8402: Quality Management and Quality Assurance-Vocabulary. (n.d.)"
24 Ng, B. C., "End Users’ Subjective Reaction to the Performance of Student Interpreters" 1 : 35-41, 1992
25 Tax, S. S., "Customer evaluations of service complaint experiences: implications for relationship marketing" 60-76, 1998
26 Kurz, I., "Conference interpreting : Quality in the ears of the user" 46 (46): 394-409, 2001
27 Kurz, I., "Conference interpretation : expectations of different user groups" 5 : 13-21, 1993
28 Shlesinger, M., "Conference Interpreting: Current Trends in Research" John Benjamins 123-132, 1997
29 Kopczynski, A., "Bridging the Gap: Empirical Research in Simultaneous Interpretation" John Benjamins 87-99, 1994
30 Neuhaus, P., "Advances in Services Marketing and Management Research and Practice, Vol.5" JAI 283-313, 1996