연구동향 분석
박사

고객만족, 고객감동, 행동의도간의 비선형적 관계

김미정 김미정 2013년

논문상세정보
    • 저자 김미정 김미정
    • 기타서명 Nonlinear relationships among customer satisfaction, customer delight, and behavioral intentions
    • 형태사항 삽화: ix, 137 L.: 26 cm
    • 일반주기 지도교수: 박상일, 권말부록: 설문지, 참고문헌: p. 116-127
    • 학위논문사항 학위논문 (박사) -, 숙명여자대학교 대학원, 2013.2, 경영학과 마케팅전공
    • DDC 22, 658.8
    • 발행지 서울
    • 언어 kor
    • 출판년 2013
    • 발행사항 숙명여자대학교 대학원
    유사주제 논문( 74)
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' 고객만족, 고객감동, 행동의도간의 비선형적 관계' 의 참고문헌

  • 실용적 속성과 쾌락적 속성이 소비자감동에 미치는 영향
    실용적 속성과 쾌락적 속성이 소비자 감동에 미치는 영향 [2011]
  • 성격과 직무수행 간의 비선형적 관계: 직무창의성의 조절효과
  • 서비스전환과 서비스충성도에 대한 CS와 서비스브랜드동일시의 영향에 관한 연구
    라선아 소비자학연구 [2009]
  • 고객충성도를 형성하는 관계혜택의 역할: 고급 레스토랑을 중심으로
  • 고객만족형성과정의 제품과 서비스간 차이에 대한 연구
    이유재 「소비자학연구」 [1997]
  • 감동 측정을 위한 척도의 개발
  • Why Satisfied Customers Defect
    Jones,T.O. [1995]
  • Whence Consumer Loyalty?
    Richard L.Oliver Whence Consumer Loyalty [1999]
  • Varieties of value in the consumption satisfaction response
    Oliver [1996]
  • Value-Percept Disparity: An Alternative to theDisconfirmation of Expectations Theory of Consumer Satisfaction
    Reilly Westbrook Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction [1983]
  • Understanding Customer Delight: An Application of Travel Blog Analysis
  • Understanding Customer Delight and Outrage
  • Toward a consensual structure ofmood
    Tellegen Watson Toward a Consensual Structure of Mood [1985]
  • To Delight, or No to Delight? This Is the Question Service Firms Must Address
  • To Delight or Not to Delight? An Investigation of Loyalty Formation in the Restaurant Industry
  • Theimpactofexperientialconsumptioncognitionsandemotionsonbehavioralintentions
  • The role of emotions in service encounters
    Wong [2004]
  • The qualitative satisfaction model,?
  • The different roles of satisfaction ,trust ,and commitmentin customer relationships.
    Garbarino, E., Johnson, M.S. The Different Roles of Satisfaction [1999]
  • The antecedents and consequences of customer satisfaction for firms
  • The Three Rings of Perceived Value
    Clemmer [1990]
  • The Surprise-Delight Relationship Revisited in the Management of Experience
    Vanhamme [2008]
  • The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction, and Behavioral Intentions
    Ryu Tae-Hee Kim The Relationships among Overall Quick-Casual Restaurant Image [2007]
  • The Impact of Affect on Service Quality and Satisfaction: The Moderation of Service Contexts
  • The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions
    Wang The Effect of Unrelated Supporting Service Quality on Consumer Delight [2011]
  • The Effect of Meal Pace on Customer Satisfaction
  • The Dimensionalityof Consumption Emotion Patterns and ConsumerSatisfaction
  • The Behavioral Consequences of Service Quality
  • Strengthening the satisfaction-profit chain
  • Specific Investments in MarketingRelationships: Expropriation and Bonding Effects
  • Should We Delight theCustomer
    R.L.Oliver Rust T.R Should We Delight the Customer [2000]
  • Serving Customers and ConsumersEffectively in the Twenty-First Century: A Conceptual Framework andOverview
    Dhruv Grewal Parasuraman Serving Customers and Consumers Effectively in the Twenty-First Century: A Conceptual Framework and Overview [2000]
  • Service Marketing:Integrating Customer Focus Across the Firm(3rd ed.)
  • Satisfying Customers Is a Minimum: You Really Have to ‘Delight’ Them
  • Satisfaction:a BehavioralPerspective on theConsumer
    Richard Satisfaction: A Behavioral Perspective on the Consumer [1997]
  • Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effects of Customer Characteristics
    Mittal Wagner Kamakura Satisfaction [2001]
  • Role of Interpersonal Factors in Delighting Customers
    Rajesh Iyer [2001]
  • Return on quality (ROQ): Making service quality financially accountable
    Return on Quality (ROQ): Making Service Quality Financially Accountable [1995]
  • Response determinants in satisfaction judgments
    Oliver W.S.DeSarbo Response Determinants in Satisfaction Judgments [1988]
  • Reassessing the Foundations of Customer Delight
    Finn [2005]
  • Quality: Beyond Customer Satisfaction
    Chandler [1989]
  • Psychometric Theory
    Pummer [2000]
  • Profiles of Consumer Emotions and Satisfaction in Ownership and Usage
  • Proactive Customer Orientation and Its Role for Creating Customer Value in Global Markets
    Blocker [2011]
  • Oasis or Mirage: Does Customer Delight Really Yield Disproportionate Gains in Customer Retention and Loyalty?
    Friedman [2000]
  • Multivariate data analysis (6th ed.)
    Hair, J. F. [2006]
  • More on Improving Service Quality Measurement
  • Modeling Choice Among Alternative Responses to Dissatisfaction
  • Measuring theHedonic and Utilitarian Dimensions of Consumer Attitude
  • Measuring the quality of relationship in consumer services: an empirical study
    Brodie R Roberts Varki Measuring the Quality of Relationship in Consumer Services: An Empirical Study [2003]
  • Measuring the Hedonic and Utilitarian Sources of Consumer Attitudes
  • Measuring Emotions in the Consumption Experience
    Richins Measuring Emotions in the Consumption Experience [1997]
  • Measurement and Evaluation of Satisfaction Processes in Retail Settings
  • Learning from Customer Defections
    Reichheld [1996]
  • Introduction to Management in The Hospitality Industry(6th ed)
    Powers [1999]
  • Introducing uncertain performance expectations in satisfaction models for services
  • Int raper sonal Affectiv e Influences on Con sumerSat isfa ction with Product s
    Westbrook Intra-Personal Affective Influences on Consumer Satisfaction with Products [1980]
  • Impact of Ambient Odors on Mall Shoppers' Emotions, Cognition, and Spending: A Test of Competitive Causal Theories
    Chebat Richard Michon Impact of Ambient Odors on Mall Shoppers' Emotions [2003]
  • I Love My Accountants: They’re Wonderful: Understanding Customer Delight in the Professional Services Arena
  • Human Emotions
    lzard [1979]
  • How to delight your customers
    [1996]
  • How and When Advertising Can Influence Memory for Consumer Experience
  • Fine-Dining Restaurant Selection: Direct and Moderating Effects of Customer Attributes
  • Exploring the Concept of Loyalty in Services” in The Service Challenge: Integrating for Competitive Advantage
  • Exploring Alternative Antecedents of Customer Delight
  • Examining Mediating Role of Attitudinal Loyalty and Nonlinear Effects in Satisfaction-Behavioral Intentions Relationship
    Jaiswal [2011]
  • Emotion: A Psychoevolutionary Synthesis
    Plutchik Emotion: A Psycho-evolutionary Synthesis [1980]
  • Do Satisfied Customers Really Pay More? A Study of the Relationship Between Customer Satisfaction and Willingness to Pay
  • Distinguishing Service Quality and Customer Satisfaction: The Voice of the Customer
  • Development and validation of briefmeasures of positive and negative affect:The PANAS Scales
  • Determinants of Pay Levels and Structures in Sales Organizations
  • Delighted Consumers Buy Again
    [2005]
  • Delight by Design: The Role of Hedonic Versus Utilitarian Benefits
  • Decreasing Returns in Customer Loyalty: Does It Really Matter to Delight the Customers
    Ngobo [1999]
  • Customer switching behavior in service industries:Anexploratory study
    Keaveney, S.M. Customer Switching Behavior in Service Industries: An Exploratory Study [1995]
  • Customer satisfaction: A meta-analysis of the empirical evidence
    Henard Szymanski Customer Satisfaction: A Meta-Analysis of the Empirical Evidence [2001]
  • Customer delight in a retail context: investigating delightful and terrible shopping experiences
    [2005]
  • Customer Voluntary Performance: Customers as Partners in Service Delivery
    Lance [1997]
  • Customer Satisfaction, Customer Retention, andMarket Share
    Rust Zahorik Customer Satisfaction [1993]
  • Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs
    Zhilin Yang Customer Perceived Value [2004]
  • Customer Loyalty: Toward and an Integrated Conceptual Framework
    Dick [1994]
  • Customer Delight: The Beat of a Different Drummer
    Williams [1999]
  • Customer Delight: Foundations and Findings, and Managerial Insight
    Oliver Sajeev Varki Customer Delight: Foundations and Findings [1997]
  • Customer Delight: Distinct Construct or Zone of Nonlinear response to Customer Satisfaction
    Finn [2012]
  • Customer Delight: Creating and Maintaining Competitive Advantage
    Kumar [1996]
  • Customer Delight: A Review
    Alexander [2010]
  • Customer Delight and the Bottom Line
  • Curvilinear effects of consumer loyalty determinants in relational exchanges
    Agustin Singh Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges [2005]
  • Consumer File Sharing of Motion Pictures
  • Consumer Behavioral Loyalty: A Segmentation Model and Analysis
    Yim [1999]
  • Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?
    Schmitt [2009]
  • Attractive quality and must-be quality
  • Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Encounters
    Cronin G.Tomas M.Hult Assessing the Effects of Quality [2000]
  • Assessing the Dimensionality and Structure of the Consumption Experience : Evaluation, Feeling and Satisfaction
    Mano R.L.Oliver Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation [1993]
  • Are your satisfied customers loyal
  • An Investigation into the Determinants of Customer Satisfaction
    Gilbert A.Churchill An Investigation into the Determinants of Customer Satisfaction [1982]
  • Aligning Innovation with Market Characteristics in the Nonprofit Professional Theater Industry
  • Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgment
    Singh [2000]
  • Affect, Appraisal, and Consumer Judgments
    Yeung Affect [2004]
  • A reexamination of the determinants of consumer satisfaction
    ManKenzie Olshavsky Spreng A Reexamination of the Determinants of Consumer Satisfaction [1996]
  • A national customer satisfaction barometer:The Swedish experience.
    Fornell,C. [1992]
  • A cognitive model of the antecedents and consequences of satisfaction decisions
    OliverR.L A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions [1980]
  • A Theoretical Exploration and Model of Consumer Expectations, Post-purchase Affective States and Affective Behaviour
    Santos A Theoretical Exploration and Model of Consumer Expectations [2003]
  • A Study of Consumer Attitudes Regarding Variability of Menu Offerings in the Context of an Upscale Seafood Restaurant
    Bernstein [2008]
  • A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
  • A Framework for the Formation and Structureof Consumer Expectations: Review and Propositions
  • A Dynamic ProcessModel of Service Quality : From Expectations to Behavioral Intentions
  • A Contingency Approach: The Effects of Spokesperson Type and Service Type on Service Advertising Perceptions
  • A Complex Model of Affect
    Russell [1980]