서 적

고재건, ｢서비스 품질경영론｣, 제주대학교 출판부, 1999.

김병문, ｢관광자원학｣, 백산출판사, 2000.

박석희, ｢신관광자원론｣, 명보문화사, 1995.

이유재, ｢서비스 마케팅｣, 학현사, 1999.

이학식 외, ｢제2판 소비자행동론｣, 법문사, 1999.

임종원 외, ｢소비자행동론｣, 경문사, 2003, pp..

임주환 외, ｢친환경적 관광지개발론｣, 백산출판사, 1998.

제임스 허스켓 외 저․삼성경제연구소 역 : ｢서비스 수익모델｣, 삼성경제연구소, 2000.

제주도, 주요관광행정현황, 제주도, 2004.

제주도관광협회․제주대학교관광과경영연구소, ｢제주도 관광통계 개선방안｣, 2002.

한국생산성본부, ｢National Customer Satisfaction Index Methodology Report｣, 2000.

황용철, ｢전략적 응용과 소비자행동론｣, 제주대학교출판부, 1998.

2) 논문

김완석․강용주, “복합점수를 이용하는 소비자만족 측정법들의 준거타당도 연구”, ｢ 소비자학연구｣, 10(1), 1999.

김정희, ｢소비자 가치가 관광지 선택에 미치는 영향에 관한 연구｣, 박사학위논문, 제주대학교 대학원, 1996.

안운석․전주형, “서비스가치와 관련 개념의 연구”, ｢상품학연구｣, 17, 1997.

윤동구, “관광객만족구조 모형의 개발에 관한 연구”, 박사학위논문, 경기대학원, 2000.

이유재, “고객만족의 정의 및 측정에 관한 연구”, ｢서울대학교경영논집｣, 29(1/2), 서울대학교, 1995.

전종근, “묶음상품의 구매특성에 관한 연구: 소비자의 지각된 가치를 중심으로”, 석 사학위논문, 서울대학교대학원, 1995.

정필용, “주제공원의 포지셔닝에 관한 연구: 다차원척도법을 중심으로”, 석사학위논 문, 경기대학교대학원, 1993.

조광행, “소매업에서의 고객만족 및 전환 장벽이 점포 애호도에 미치는 영향에 관 한 연구”, 박사학위논문, 서강대학교대학원, 1977.

조선배․최웅, “고객만족에 미치는 서비스가치와 서비스품질, 그리고 서비스가격의 효과”, ｢호텔관광경영연구｣, 13, 1998.

주장건 외, “우리나라 관광정책의 변화와 향후과제”, 문지사, 1999.

2. 국외 문헌

1) Book

B. T. Gale, Managing Customer value: Creating Quality and Service that Customers can see, New York: The Free Press, 1994.

Buzzell R. D., and Gale B. T., The PIMS Principles: Liking Strategy to Performance, New York: The Free Press, 1987.

Coltman M. M., Introduction to Travel and Tourism: An International Approach, Van Nostrand Reinhold: New York, 1981.

E. J. Mayo, The Psychology of Choice in the Lodging Market, Bedford Park, Illinois: 3M National Advertising Co., 1974.

Engel J. F., and R. D. Blackwell, Consumer Behavior, New York : Holt, Reinehart and Winston, 1982.

Helson Harry, Adaption-Level Theory, New York : Harpefr & Row, 1964.

Howard J. A., and J. N. Sheth, The Theory of Buyer Behavior, New York:

John Wiley & Sons, 1969.

Inskeep E., Tourism Planning: An Integrated and Sustainable Development Approach, New York: Van Nostrand Reinhold, 1991.

Irons K., Managing Service Companies: Strategies for Success, Addison Wesley Publishing Co., 1994.

Iso-Ahola Seppo E., The Social Psychology of Leisure and Recreation, Dubuque, Iowa, Wim. C. Brown, 1980.

J. F. Petrick, An Examination of the Relationship between Golf Travelers’

Satisfaction, Perceived Value and Loyalty and Their Intentions to Revisit, Ph. D. Dissertation Paper, Clemson University, 1999.

Mannell R. C. and D. A. Kleiber, A Social Psychology of Leisure, State College, PA: Venture Publications, 1997.

Manning Robert E., Studies in Outdoor Recreation: Search and Reserch for Satisfaction, Corvallis, Oregon: Oregon State University Press, 1986.

Marion Clawson, Jack L. Knetch, Economics of Outdoor Recreation, The John Hopkins Press, Baltimore, 1966.

Mehmet Kucukkurt, Factors Affecting Travel Destination Choice : An Expectancy Theory Framework for Studying Travel Behavior, Rensselaer polytechnic Institute, Troy, New York, 1981.

Monroe Kent B., Pricing: Making Profitable Decision, 2nd edition, New York:

McGraw-Hill, 1990.

Olshavsky Richard W., Perceived Quality in Consumer Decision Making : An Integrated Theoretical Perspective, in Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA : Lexington Books, 1985.

Rust R. T., and Oliver R. L., Service Quality: New Directions in Theory and Practice, Thousand Osks, CA: Sage Publications, 1994.

Woodruff R. B., and Gardial S. F., Know your Customer: New Approaches to Understanding Customer Value and Satisfaction, Cambridge, MA.:

Blackwell Publishers, 1996.

2) Journal

A. Parasuraman, “Reflections on Gaining competitive Advantage through Customer Value”, Journal of the Academy of Marketing Science, 25(2), 1997.

Bagozzi Richard p.and Youjae Yi, “On the Use of Structural Equation Model in

Experimental Designs”, Journal of Marketing Research, 26(August), 1989, pp.271-284.

Baker Dwayne A., and John L. Crompton, “Quality, Satisfaction and Behavioral Intentions”, Annals of Tourism Research, 27(3), 2000.

Bolton R. N., and Drew J. H., “A Multi-Stage Model of Customers' Assessments of Service Quality and Value”, Journal of Consumer Research, 17(March), 1991.

Brown p.J., “Quality in Recreation Experience”, In A.H. Watson(ed.), Outdoor Recreation Benchmark: Proceedings of National Recreation Forum, General Technical Report SE-52 Asheville, NC: U.S. Forest Service, 1988.

Bultena G. L., and L. L. Klessig, “Satisfaction in camping: A Conceptualization and Guide to Social Research”, Journal of Leisure Research, 1, 1969.

Buzzell R. D., and Gale B. T., The PIMS Principles: Liking Strategy to Performance, New York: The Free Press, 1987.

Christopher p.Puto, “The Framing of Buying Decisions”, Journal of Consumer Research, 14(December), 1987, pp.301-315: Russell S. Winer, “A Reference Price Model of Brand Choice for Frequently Purchased Products”, Journal of Consumer Research, 13(2, September), 1986.

Churchill Gilbert A., Jr. and C. Suprenant, “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 19(November),1982.

Crompton J. L., and L. L. Love, “The Predictive Validity of Alternative Approaches of Evaluating Quality of a Festival”, Journal of Travel Research, 34(1), 1995.

Cronin J. J., and Jr. & S. A. Taylor, “SERVPERF vs SERVQUAL : Reconciling Performance-Based and Perceptions-Minus-Expectation Measurement of Service Quality”, Journal of Marketing, 58(January), 1994.

D. C. Bojanic, “Consumer Perception of Price, Value and Satisfaction in the Hotel Industry: An exploratory Study”, Journal of Hospitality and Leisure Marketing, 52(July)1988.

D. Grewal, Kent B. Monroe, & R. Krishnan, “The Effect of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction

Value, and behavioral Intentions”, Journal of Marketing, 62(April), 1998.

D. Grewal, Kent B. Monroe, R. Krishnan, “The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions”, Journal of Marketing, 62(April), 1998.

Dann Graham M. S., “Tourism Motivation: An Appraisal”, Annals of Tourism Research, 8(2), 1981.

Dann Graham M. S., “Tourist Satisfaction: A Highly Complex Variable”, Annals of Tourism Research, 5, 1979.

Dick, A. S. and K. Basu, “Consumer Loyalty: Toward an Integrated Conceptional Framework”, Journal of the Academy of Marketing Science, 22(2), 1994.

Driver B. L., and S. R. Tocher, “Toward a Behavioral Interpretation of Recreational Engagements: With Implications for Planning”, In B. L.

Driver(ed.), Elements of Outdoor Recrdation, Ann Arbor, MI: The University of Michigan, 1970.

Ferrario F. F., “The Evaluation of Tourist Resources : An Applied Methodology”, Journal of Travel Research, (Winter)1979.

Gearing C. E., W. W. Swart, and T. Var, “Establishing a Measure of Touristic Attractiveness”, Journal of Travel Research, vol.22, 1974.

Haemoon Oh, “Diner's Perceptions of Quality, Value, and Satisfaction”, Cornell Hotel and Restaurant Administration Quality, June, 2000.

Haemoon Oh, “Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective”, Hospitality Management, 18, 1999.

Hunt H. Keith, “CS/D-Overview and Future Research Directions”, in H. K.

Hunt(ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Cambridge MA: Marketing Science Institute, 1977.

J. D. Barsky, and R. Labagh, “A Strategy for Customer Satisfaction”, Cornnel Hotel and Restaurant Administration Quality, 33(5), 1992.

J. D. Hunt, “The Problem and Opportunities of a Tourism Development”, Proceedings of Tourism : The Future of a Region, May 6-8, Corpus Christi, Texas, 1987.

J. F. Petrick, An Examination of the Relationship between Golf Travelers’

Satisfaction, Perceived Value and Loyalty and Their Intentions to

Revisit, Ph. D. Dissertation Paper, Clemson University, 1999.

J. Gutman, “A. Mean-End Chain Model based on Consumer Categorization Progresses”, Journal of Marketing, 46(Spring), 1982.

J. L. Walker, “Service Encounter Satisfaction: Conceptualized”, Journal of Service Marketing, 9(1), 1995.

J. N. Goodrich, “Benefit Bundle Analysis: An Empirical Study of International Travelers”, Journal of Travel Research, Vol. 16(Fall), 1977.

J. R. B. Ritchie and M. Zins, “Culture as Determinant of Attractiveness of a Tourism Region”, Annals of Tourism Research, Vol. 5, 1978.

Kastarlark Bulent, “Planning Tourism growth”, Cornell Hotel Restaurant Administration Quartely, Vol.11, 1971.

Keith B. Murray and John L. Schlacter, “The Impact of services Versus Goods on Consumer’ Assesment of Perceived Risk and Variability”, Journal of the Academy of Marketing Science, 18(1), 1990.

L. p.Jayanti, and A. K. Ghosh, “Service Value Determination An integrative Perspective”, Journal of Hospitality and Marketing, 34(4), 1996.

Lapage W. F., “Recreation Resource Management for Visitor Satisfaction”, Journal of Park and Recreation Administration, 1(2), 1983.

Lew A. A., “A Framework of Tourist Attractions Research”, Annals of Tourism Research, Vol.14, 1987, pp.553-575.

Lounsbury J. W. and J. R. Polik, “Leisure Needs and vacation Satisfaction”, Leisure Science, 14(2), 1992.

Madox R, Neil, “Measuring Satisfaction With Tourism”, Journal of Travel Research, 23(3), 1985.

Mannell Roger C., and Seppo E. Iso-Ahola, “Psychological Nature of Leisure and Tourism Experience”, Annals of Tourism Research, 14(3), 1987.

Monroe Kent B., Albert J. Della Bitta, and Susan L. Downey, “Contextual Influence on Subjective Price Perceptions”, Journal of Business Research, 5(December), 1977.

Naylor G., and K. E. Frank, “The Effect of Price Bundling on Consumer Perceptions of Value”, Journal of Service Marketing, 15(4), 2001.

Noe Francis p., “Measurement Specification and Leisure Satisfaction”, Leisure Science, 9(3), 1987.

Oliver R. L., “A Conceptual Model of Service Quality and Service Satisfaction:

Compatible Goals, Different Concepts”, Advances in Service Marketing and Management: Research and Practice, 2, Teresa A. Swarts, David E. Bowen, and Stephen W. Brown eds., Greenwich, CT: JAI Press, 1993.

Oliver R. L., “A cognitive model of the antecedents and consequences of satisfaction decision”, Journal of Marketing, 17(10), 1980, pp.460-469.

Oliver Richard L., “A Cognitive Model of The Antecedents and Consequences of Satisfaction Decisions”, Journal of Marketing Research, 17(Nov), 1980.

Oliver Richard. L., “Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of Retailing, 5(3), 1981.

Olshavsky Richard W., Perceived Quality in Consumer Decision Making : An Integrated Theoretical Perspective, in Perceived Quality, J. Jacoby and J. Olson, eds. Lexington, MA : Lexington Books, 1985.

Pearce Philip L., and Gianna M. Moscardo, “Making Sense of Tourists' Complaints”, Tourism Management, 5(1), 1984.

Pizam Abraham, Yoram Neumann & Arie Reichel, “Dimensions of Tourist Satisfaction with a Destination Area”, Annals of Tourism Research, 5(3), 1978.

R. A. D. Var, Turgat, Back and p.Loffus, “Determination of Touristic Attractiveness of the Touristic Areas in British Columbian”, Journal of Travel Research, Vol. 15, 1977.

R. Kashyap and D. C. Bojanic, “A Structural Analysis of Value, Quality, and price Perceptions of Business and Leisure Travelers”, Journal of Travel Research, 39(August), 2000.

R. L. Day, “Modeling Choice Among Alternatives to Responses to Dissatisfaction”, Advances in Consumer Research, 11, 1984.

Ralph L. Day and Laird Landon Jr., “Theory of Consumer Complaining Behavior”, in Arch G. Woodside, Jagdish N. Sheth, and Peter D.

Bennet, ed., Consumer and Industrial Behavior, New york: Elsevier North-Holland, 1977.

Ross Ivan and Oliver R. L., “The Accuracy of Unsolicited Consumer Communication As Indicators of True Consumer

Satisfaction/Dissatisfaction”, in Advances in Consumer Research, Thomas C. Kinnear(ed.) Prove, UT: Association for Consumer Research, 1984.

Stankey G. H. A., “A Strategy for the Definition and Management of Wilderness Quality”, In J. V. Krutilla(ed.), National Environment:

Studies in Theoretical and Applied Analysis, Boltimore, MD:John Hopkins University Press, 1972.

Thaler Richard, “Mental Accounting and Consumer Choice”, Marketing Science, Vol. 4(3, Summer), 1985.

Tse D. K., and p.C. Wilton, “Models of Consumer Satisfaction Formation: An Extension”, Journal of Marketing Research, 25(May),1988.

V. A. Zeithaml, “Consumer Perception of price, Quality, and Value : A Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52(july), 1988.

V. A. Zeithaml, “Consumer Perceptions of Price, Quality, and Value : A Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52(July), 1988.

V. A. Zeithaml, “Consumer Perceptions of Price, Quality, and Value : A Means-End Model and Synthesis of Evidence”, Journal of Marketing, 52(July), 1988.

W. B. Dodds and K. B. Monroe, “The effect of brand and price information on product evaluations”, in Hirschman, E and Holbrook M B(eds.), Advances in Consumer Research, 12, Association for Consumer Research, Provo, UT, 1985.

Westbrook Robert A. and Michael D. Reilly, “Value-Percept Disparity: An Alternative to the Disconfirmation of expectations Theory of Consumer Satisfaction”, In Richard p.Bagozzi and Alice M. Tybout (eds.), Advances in Consumer Research, Ann Arbor, MI: Association for Consumer Research, 1983.

Westbrook Robert A., “A Rating Scale for Measuring Product/Service Satisfaction”, Journal of Marketing, 44(Fall), 1980.

William B. Dodds, “In Search of Value : How Price and Store Name Information Influence Buyers’ Product Perception”, The Journal of Consumer Marketing, Spring, 1981.

William B. Doods , Kent B. Monroe,　B. and Dhruv Grewal, “Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations”, Journal of Marketing Research, vol. 28(August), 1991.

William D. R., “Great Experience and the Limits to Satisfaction: A Review of Recreation and Consumer Satisfaction Research”, In A. H. Watson(ed.), Outdoor Recreation Benchmark: Proceedings of the National Recreation Forum, General Technical Report SE-52, Asheville, NC:

U.S. Forest Service, 1988.

Woodruff R. B., “Customer Value: The Next Source for competitive Advantage”, Journal of the Academy of Marketing Science, 25(2), 1997.

Yangzhou Hu and J. R. Brent Ritchie, “Measuring Destination Attractiveness: A Contextual Approach”, Journal of Travel Research, (Fall) 1993, pp.25-34.

Yi Y., “A Critical Review of Consumer Satisfaction”, In V. A. Zeithaml(ed.), Riview of Marketing, Chicago IL: American Marketing Association, 1990.

3) 일본서적 및 기타

日本觀光協會, ｢觀光計劃の手法｣, 1983, p.16.

日本觀光協會, ｢觀光レクリェーション地區及觀光施設基準に關すゐ調査硏究Ⅱ 觀光施 設基準｣, 1974, pp.14-15.

仙田滿, ｢レジヤ-空間の構造｣, 祖父江孝南 編, 日本經濟新聞, 1974, p.130.

Newspaper Advertising Bureau, Young Singles and Vacation Travel, 1974.

WTO, Long-Term: Tourism 2020 Vision, www.world tourism org., July 2000.