논문상세정보
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- 저자 권미영 유재원
- 제어번호 105153747
- 학술지명 경영교육연구
- 권호사항 Vol. 33 No. 1 [ 2018 ]
- 발행처 한국경영교육학회
- 발행처 URL http://www.kabe.or.kr
- 자료유형 학술저널
- 수록면 205-231
- 언어 Korean
- 출판년도 2018
- 등재정보 KCI등재
- 판매처
유사주제 논문( 0)
' 고객 지향적 일탈행동과 서비스우정에 관한 종합적 연구' 의 참고문헌
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호텔관계혜택은 브랜드 충성도 및 장기적 관계지향성에 미 치는 영향: 중·일 비교최산 [2016]
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중국인 메디컬뷰티(Medical beauty)고객의 관계 다차원적 편익이 정(情)과 관계강도에 미치는 영향에 관한 연구오창호 [2015]
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은행 종업원의 고객 지향적 일탈행동에 대한 지각이 고객의 서비스 우정에 미치는영향: 통합모델권미영 [2017]
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뷰티서비스산업에서 관계의 다차원적 편익이 한국적 정(情) 및 고객충성도에 미치는 영향김신애 [2013]
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관계편익, 관계신뢰, 한국적 정(情) 및 관계몰입 간의 관계 연구: 은행고객을 중심으로이점수 [2013]
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고객의 은행에 대한 관계신뢰의 선행요인과 결과이점수 [2013]
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loseness, strength, and satisfaction : examining the nature of relationships between providers of financial services and their retail customersBarns, J. G. [1997]
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Workplace relations: Friendship patterns and consq uences according to managersBerman, E, M. [2002]
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Understanding relationship marketing outcomes:An integration of relational benefits and relationship qualityHennig, T. [2002]
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Toward the construct definition of positive devianceSpreitzer, G. M. [2004]
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The role of friendship in relationship marketing, Investigated in the retail service industriesAhn, J. w. [2014]
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The mediating role of relational benefit between service quality and customer loyalty in airline industryChen [2013]
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The mechanism of trust and distrust formation and their relational outcomesCho, J. [2006]
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The effect of communication practice on deviance among Korean salespeople: The mediating role of intrinsic motivationYoo, J. [2014]
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The determinants of service quality: Satisfiers and dissatisfiersJohnston, R. [1995]
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The customer as co－producerWikström, S. [1996]
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The SOCO scale: A measure of the customer orientation of salespeopleSaxe, R. [1982]
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Task revision, A neglected form of work performanceStaw, B. M. [1990]
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Stage and sequence: The cognitive－developmental approach to socializationKohlberg, Lawrence [1969]
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Social relationshipsKurth, S. B. [1970]
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Social Behavior as ExchangeHomans, G. C. [1958]
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Service productivity : Towards a conceptualization of the transformation of inputs into economic results in servicesGrönroos, C. [2004]
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Service locus of control and cus－tomer coproduction : The role of prior service experience and organizational socializationBüuttgen, M. [2012]
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Service Customization Through Employee AdaptivenessGwinner, K. P. [2005]
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SPSS medie macro syntax reference
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Relationship quality in services selling : an interpersonal influence perspectiveCrosby, L. A. [1990]
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Relationship marketing of services－growing interest, emerhing perspectivesBerry, L. [1995]
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Relational benefits in services industries : The customer’s perspectiveGwinner, Kevin P. [1998]
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Reactions of service employees to organization－customer conflict : A cross－cultural comparisonHui, M. K. [2004]
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Psychometric Methods
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Prosocial organizational behaviorsBrief, A. P. [1986]
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Potential predictors of whistle－blowingDozier, J.B. [1985]
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Positive forms of social behavior: An overviewWispe, L. G. [1972]
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Performance effects of technology organization environment openness. service co－production, and digital resource readiness. The case of the IT industryTsou, H. T. [2015]
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Perceived organizational support and extra－role performance : which leads to which?Chen, Z. [2010]
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Modeling service friendship and customer compliance in high－contact service relationshipsLin, J. S. C. [2011]
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Misbehavior in organizations: A motivational frameworkVardi, Y. [1996]
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Marketing and exchangeHouston, Franklin S. [1987]
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LISREL 9.1 구조방정식모델링 : 원리와 실제배병렬 [2014]
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LISREL 8 user reference guideJöreskog, Karl G. [1996]
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Investigating the dimensionality of counterproductive work behaviorGruys, Melissa L. [2003]
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Investigating customer－oriented deviance (COD) from a frontline employee’s perspectiveLeo, C. [2012]
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Implementing a customer relationship strategy：The asymmetric impact of poor versus excellent executionColgate, M. R. [2000]
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I can do it myself : Training the service consumer to contribute to service productivityGoodwin, Cathy [1988]
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Friendship versus business in marketing relationshipsGrayson, K. [2007]
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Friendship processesFehr, Beverly [1996]
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Friendship mattersRawlins, W. K. [1992]
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Exploring the impact of social undermining on salesperson deviance : An integrated modelYoo, J. [2013]
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Excessive customer－oriented behavior in salesLam, S. K. [2007]
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Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorFornell, C. [1981]
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Equity and disconfirmation perceptions as influences on merchant and product satisfactionOliver, R. L. [1989]
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Doing the job well: An investigation of pro－social rule breakingMorrison, E. W. [2006]
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Deviant workplace behavior and the organization ethical climatePeterson, K. [2002]
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Developing a multidimensional scale of customeroriented deviance (COD)Leo, C. [2014]
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Determinants of customer satisfaction in retail bankingLevesque, T. [1996]
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Design of logical topologies for wavelength－routed optical networksRamaswami, R. [1996]
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Cutoff criteria for fit indexes in covariance structure analysis : conventional criteria versus new alternatives. structural equation modelingHu, Li－tze [1999]
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Customization of the service experience: The role of the frontline employeeBettencourt, L. A. [1996]
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Customer－oriented deviance (COD): a conceptualisation, development and validation of a behavioural measureLeo, W. W. [2010]
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Customers as good soldiers : Examining citizenship behaviors in internet service deliveriesGroth, Markus [2005]
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Customer advocacy: A new era in marketing?Urban, G. L. [2005]
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Customer advocacy and brand developmentLawer, C. [2006]
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Consumers’ Emotional Responses to Service Encounters : the Influence of The Service ProviderPrice, L. L. [1995]
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Consumer trust, value, and loyalty in relational exchangesSirdeshmukh, D. [2002]
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Constructive deviance, destructive deviance and personality : how do they interrelateBodankin, M. [2009]
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Commercial friendships : Service provider－client relationships in contextPrice, L. L. [1999]
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Co-production and customer loyalty in financial servicesAuh, S. [2007]
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Citizenship and counterproductive behavior : Clarifying relations between the two domainsSackett, P. R. [2006]
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Behavioral ethics in organizations: a reviewTreviño, L. K. [2006]
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박사
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A topology of deviant workplace behaviors : A multidimensional scaling studyRobinson, R. E. [1995]
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A descriptive model of the consumer co－production processEtgar, M. [2008]