논문상세정보
' 소비자가 지각한 서비스 종업원의진정성과 조작의도가 고객가치와 고객만족에 미치는 영향 - 관계가치와 경제가치를 중심으로' 의 참고문헌
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최근 서비스 마케팅 연구에 관한 종합적 고찰 및 향후 연구 제언
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죽은CRM, 살아있는 CRM
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쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구 - 백화점 쇼핑행동을 중심으로 -
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소매금융 서비스산업에서 고객만족과 고객신뢰 선행요인 및 고객애호도 형성과정의 구조적 관계에 대한 연구
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서비스회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로
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서비스접점에서 판매원 언어적, 비언어적 커뮤니케이션이 고객 감정과 행동의도에 미치는 영향: 정서감염현상을 중심으로
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서비스마케팅(5판)
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서비스 종업원의 감정표현과 진정성이 관계품질에 미치는 영향 - 레포의 매개적 역할 -
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서비스 복구 형태가 고객관계에 미치는 영향 : 음식점을 대상으로 한 CIT 접근
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공익연계 마케팅 평가에서 공익제시유형의 효과: 소비자의 진정성 지각
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고객은 진실로 서비스 실패 기업을 용서하였는가?: 기업회복 노력의 진정성과 고객의 용서과정
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고객만족이 기업의 수익성에 미치는 영향에 관한 연구: 잠재성장곡선모형을 이용한 방법론
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고객만족이 기업성과에 미치는 영향에 있어서 고객충성도 변수의 역할
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고객만족과 고객추천이 기업성과에 미치는 동태적 영향: KCSI와 KNPS를 중심으로
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고객만족, 고객충성도, 관계마케팅, 고객관계관리 관련 문헌에 관한 종합적 고찰
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‘서비스 품질-고객만족’ 관계에서의 심리적 메커니즘 고찰
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When attention-getting advertising tactics elicit consumer inferences of manipulative intent: The importance of balancing benefits and investments
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When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers
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What Consumers Really Want: Authenticity
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Vigilant against manipulation: The effect of regulatory focus on the use of persuasion knowledge
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The value concept and relationship marketing
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The service encounter : Diagnosing Favorable and Unfavorable Incidents
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The ripple effect : Emotional contagion and its influence on group behavior
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The collective construction of work group moods
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The affective consequences of service work
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The World of Waiters
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The Why of Consumption: Contemporary Perspectives on Consumer Motives, Goals, and Desires
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The Sex of the Service Provider : Does It Influence Perceptions of Service Quality?
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The Service Experience in Two Cultures : A Behavioral Perspective
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The Relationship Between Empowerment, Aggressive Behaviours of Customers, Coping, and Burnout
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The Quest for Authenticity in Consumption : Consumers’ Purposive Choice of Authentic Cues to Shape Experienced Outcomes
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The Price of Friendship : When, Why, and How Relational Norms Guide Social Exchange Behavior
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The Persuasion knowledge model: How people cope with persuasion attempts
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The Moderating Effect of Manipulative Intent and Cognitive Resources on the Evaluation of Narrative Ads
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The Managed Heart
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The Impact of Communication and Effectiveness and Service Quality on Relationship Commitment in Consumer, Professional Services
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The Effect of Requests for Positive Evaluations on Customer Satisfaction Ratings
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The Duchenne Smile : Emotional Expression and Brain Psychology II
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The Commitment-Trust Theory of Relationship Marketing
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The American Customer Satisfaction Index : Nature, Purpose, and Findings
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Specification, evaluation, and interpretation of structural equation models
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Social Influence as a Function of Attempted and Implied Usurpation of Choice
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Situated Identities, Attitude Similarity, and Interpersonal Attraction
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Review of marketing
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Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction, and Image : an Empirical Study
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Relational benefits in services Industries: the customer's perspective
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Relational Benefits, Their Consequences, and Customer Membership Types
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Refinement and Reassessment of the SERVQUAL Scale
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Product Experience is Seductive
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Perceived Trustworthiness of Knowledge Sources : The Moderating Impact of Relationship Length
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On the Relationship Between Customer Participation and Satisfaction : Two Frameworks
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On the Evaluation of Structural Equation Models
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Money Talks : Perceived Advertising Expenses and Expected Product Quality
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Modeling Relationship Strength Across Service Types in a south-East Asian Context
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Marketing is everything
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Marketing and seduction: building exchange relationships by managing social consensus
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Loyalty-based management
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Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee Citizenship
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Job Attitude: Review of Research and Option
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Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures
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Impact of Participative Service Relationships on Quality, Satisfaction, and Retention : An Exploratory Study
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If Employees"Go the Extra Mile, "Do Customers Reciprocate with Similar Behavior?
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Handbook of Positive Psychology
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HRMand Service Fairness : How Being Fair with Employees Spill Over to Customers
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Going to Extremes : Marketing Service Encounters and Assessing Provider Performance
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Gaining Customer Compliance and Losing Weight : The Role of the Service Provider in Health Care Services
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Facial Expressions of Emotions : New Findings, New Questions
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Experiencing Narrative Worlds
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Exchange and Power in Social Life
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Evolving to a New Dominant Logic for Marketing
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Evaluating structural equation models with unobservable variables and measurement error
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Ethnographic 접근방식을 통한 쇼핑행위에 관한 탐색적 연구: 확장된 개념, 감정의 다양성, 동기의 다양성
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Enhancing or Disrupting Guilt : The Role of Ad Credibility and Perceived Manipulative Intent
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Emotional Branding and the Strategic Value of Doppelganger Brand Image
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Emotion in the workplace: A reappraisal
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Effects of Contact Employee Supports on Critical Employee Responses and Customer Service Evaluation
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E-S-QUAL: a multiple-item scale for assessing electronic service quality
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Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy
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Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives
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Customer-employee rapport in service relationships
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Customer value co-creation behavior : Scale development and validation
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Customer Value Creation Behavior
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Customer Satisfaction with Services : Putting Perceived Value into the Equation
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Customer Participation and Citizenship Behavioral Influences on Employee Performance, Satisfaction, Commitment, and Turnover Intention
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Customer Experience Management in Retailing : An Organizing Framework
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Customer Empowerment and Relationship Outcomes in Healthcare Consultations
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Critical Service Logic : Making Sense of Value Creation and Co-creation
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Consumers'Emotional Responses to Service Encounters : The Influence of the Service Provider
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Consumers' Use of Persuasion Knowledge : The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent
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Consumer perception of price, quality and value: A means-end model and synthesis of evidence
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Central and peripheral routes to advertising effectiveness: the moderating role of involvement
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Causes of Irritation in Advertising
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Breaking the Cycle of Failure in Services
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Beyond Words: An Introduction to Nonverbal Communication
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Authenticity : Brands, Fakes, Spin, and the Lust for Real Life
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Audience involvement in advertising : Four levels
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Assessing the Dimensionality and Structure of the Consumption Experience
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Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
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Anger, Frustration, and Helplessness after Service Failure : Coping Strategies and Effective Informational Support
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Analyzing Media Effects on Advertising Responses
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An Attitudinal Model of Technology-based Self-service: Moderating Effects of Consumer Traits and Situational Factors
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An Affect Theory of Social Exchange
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Actual Minds, Possible Worlds
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A Three-Component Model of Customer Commitment to Service Providers
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A Theory of Psychological Reactance
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A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider : The Role of Satisfaction