참고문헌
- 고일상, 최수정, '인터넷 쇼핑몰에서 신뢰와 친밀감이 고객충성도에 미치는 영향에 간한 연구', 한국경영정보학회, 경영정보학연구, 제15권, 제3호, 2005, pp, 187-207
- 김진세, '전자상거래 웹사이트 특성이 구매의도에 미치는 영향에 관한 연구', 한남대학교 대학원, 석사학위논문, 2001
- 김진세, '가상 커뮤니티 특성이 구매 의도에 미치는 영향', 한국인터넷비즈니스학회, 인터넷비즈니스 연구, 2004, pp. 77-102
- 박영태, 정종식, '전자상거래시대 웹 사이트를 이용한 고객지식 확보 체계에 관한 연구', 통상정보연구, 제3권, 제2호, 2001
- 이영찬, '전자상거래기업의 시장선점효과에 관한 동태적 분석', 서강대학교 박사학위논문, 2003
- 황의록, 김창호, '온라인쇼핑몰 이용자의 구전활동에 관한 연구', 한국유통학회, 동계학술대회, 2004, pp. 37-61
- Anderson, Eugene W., 'Customer Satisfaction & Word-of-Mouth', Journal of Service Research, Vol.1, No.1, 1998, pp. 5-17 https://doi.org/10.1177/109467059800100102
- Bakos, J. Y., 'Reducing Buyer Search Costs: Implications for Electronic Marketplaces', Management Science, Vol.43, No.12, 1997, pp. 1676-1692 https://doi.org/10.1287/mnsc.43.12.1676
- Bauer, Hans H., Gether, Mark, and Leach, Mark,, 'Building customer relations over the Internet', Industrial Marketing Management, Vol.31, 2001, pp. 1-9
- Berry, Leonard L., Relationship Marketing, Emerging Perspectives on Service Marketing, eds. Leonard L. Berry, G. Lynn Shostack, & Gregory Upah, Chicago, IL: American Marketing Association, 1983, pp. 25-28
- Bitner, M. J., 'Evaluating Service Encounters: The Effects of Physical Surroundings & Employee Responses', Journal of Marketing, Vol.54, April 1990, pp. 69-82 https://doi.org/10.2307/1251871
- Blodgett, Donald H. Granbois, and Rockney G. Walters, 'The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior & Repatronage Intentions', Journal of Retailing, Vol.69, 1997, pp. 399-428 https://doi.org/10.1016/0022-4359(93)90015-B
- Bodenberg, Thomas M., Customer Relationship Management: New Ways of Keeping the Customer Satisfied, The Conference Board, New York, NY, 2001
- Borgida, E. and R. Nisbett, 'The Differential Impact on Abstract vs Concrete Information on Decision', Journal of Applied Social Psychology, Vol. 7, No.3, 1977, pp. 258-271 https://doi.org/10.1111/j.1559-1816.1977.tb00750.x
- Bose, R. and V. Sugumaran, 'Application of Knowledge management technology in customer relationship management', Knowledge & process management, Vol.10, No.1, 2003, pp. 3-17 https://doi.org/10.1002/kpm.163
- Boslet, M., 'CRM: The Promise, The Peril, The Eye-Popping Price', The Industry Standard, 2001, pp. 61-65
- Boston consulting Group, 'Getting Value from Enterprise Initiatives: A Survey of excutives', BCG REPORT, Mar. 2000
- Buttle, F., 'Relationship marketing-Theory & practice', Chapman, London, 1996
- Campbell, A. J., 'Creating Customer Knowledge Competence: Managing Customer Relationship Management Programs Strategically', Industrial Marketing Management, Vol.32, 2003, pp. 375-383 https://doi.org/10.1016/S0019-8501(03)00011-7
- Clark, T. and C. L. Martin, 'Customer-To-Customer: The Forgotten Relationship in Relationship Marketing', Jagdish N. Aheth & Atul Parvatiyar (Eds.), Conference proceeding: Relationship Marketing: Theory, Methods & Applications, Emoy University, Atlanta, 1994
- Danahar, P. J. and J. Mattsson, 'Customer Satisfaction During the Service Delivery Process', European Journal of Marketing, Vol.28, No.5, 1994, pp. 5-16
- Day, G. S., 'A Two-Dimensional Concept to Br& Loyalty', Journal of Advertising Research, Vol.9, September 1969, pp. 29-35
- Dellaert, B. G. C.. The tourist as value creator on the Internet. In Buhalist, D. & Schertler, W. (eds). Information & Communication Technologies in Tourism, Wien, 1999, pp. 66-76
- Dick, A. S. and K. Basu, 'Customer Loyalty: Toward & Integrated Conceptual Framework', Journal of the Academy of Marketing Science, Vol.22, No.2, 1994, pp. 99-113 https://doi.org/10.1177/0092070394222001
- Dowling, Graham R. and Mark Uncles, 'Do Customer Loyalty Programs Really Work', Sloan Management Review, 1997, pp. 78-81
- Dyche, J., The CRM h & book: A business guide to customer relationship management, Pearson Education, Inc., 2002
- Engel, James F., Robert J. Kegerreis and Roger D. Blackwell, 'Word of Mouth Communication by the Innovator', Journal of Marketing, Vol.33, July 1969, pp. 15-19 https://doi.org/10.2307/1248475
- Fayerman M., 'Customer Relationship Management', Wiley periodicals, Inc, Vol.113, 2002, pp. 57-68
- Flanagan, T. and E. Safdie, 'Building a Successful CRM Environment', Technology Guide, 1998
- Fornell, C., M. D. Johnson, E. W. erson, J. Cham, and B. E. Bryant, 'American Customer Satisfaction Index: Nature, Purpose & Findings', Journal of Marketing, Vol.60, Oct. 1996, pp. 7-18 https://doi.org/10.2307/1251898
- Forrester J. W., Industrial Dynamics. Cambridge: MIT press; Currently available from Pegasus Communications: Waltham, MA, 1961
- Forrester J. W., 'Information sources for modeling the national economy', Journal of the American Statistical Association, Vol.75, No.371, 1980 pp. 555-574 https://doi.org/10.2307/2287644
- Forrester J. W., '14 obvious truths', System dynamics review, Vol.3, No.2, 1987, pp. 156-159 https://doi.org/10.1002/sdr.4260030207
- Ganesan, S., 'Determinants of Long-Term Orientation in Buyer-Seller Relationships', Journal of Marketing, Vol.51, April 1994, pp. 11-27 https://doi.org/10.2307/1251126
- Garbarino, E. and M. S. Johnson, 'The Different Role of Satisfaction, Trust, & Commitment in Customer Relationship', Journal of Marketing, Vol.63, No.2, 2000, pp. 70-88 https://doi.org/10.2307/1251946
- Gefen D. and Ridings M. C., 'Implementation Team Responsiveness & User Evaluation of Consumer Relationship Management: A Quasi-experimental Design Study of Social Exchange Theory', Journal of Management Information System, Vol.19, No.1, 2002, pp. 47-69 https://doi.org/10.1080/07421222.2002.11045717
- Gefen, D., E. Karahanna, and D. W. Straub, 'Trust & TAM in Online Shopping: An Integrated Model', MIS Quarterly, Vol.27, No.1, 2003, pp. 51-90 https://doi.org/10.2307/30036519
- Giese, M. and R. Oliva, 'Limits to Growth in the New Economy: An Exploration of the 'Get Big Fast' Strategy in Dot. Com's', Proceedings of the 200 International System Dynamics Conference, August, Bergen, Norway, 2000
- Groroos, 'Relationship Approach to Marketing in Service Contexts: The Marketing & Organizational Behavioral Interface', Journal of Business Research, Vol.20, January 1990 pp. 3-11 https://doi.org/10.1016/0148-2963(90)90037-E
- Hagel III, J. and A. Armstrong, 'The Real Value of On-line Communities', Harvard Business Review, May/Jun. 1996, pp. 134-141
- Hagel III, J. and A. G. Amstrong, 'Net Gain: Exp&ing Markets through Virtual Communities', The Mckinsey Quarterly, 1997, pp. 141-153
- Hagel III, J. and A. M. Sacconaghi, 'Who will benefit from virtual information?', The Mckinsey Quarterly, 1996, pp. 23-63
- Hallowell, R., 'Scalability, The Paradox of Human Resources in E-Commerce', International Journal of Service Industry Management, Vol.12, No.1, 2001, pp. 34-43 https://doi.org/10.1108/09564230110694820
- Hanson, Ward, Principles of Internet Marketing, South-Western College Publish, 2000
- Hawkins, D. I, Best, Wojer J., and Coney Kenneth A., Consumer Behavior: Implications for Marketing Strategies, 6th eds. Boston, Ma: Richard D. Irwin, 1995
- Henricks, Mark, 'Spread the Word', Entrepreneur, Vol.26, No.2, 1998, pp. 120-125
- Heskett J., T. Jone, G. Loveman, W. Sasser, and L. Schlesinger, 'Putting the service profit chain to work', Harvard Business Review, Vol.72, No.2, 1994, pp. 164-174
- Jacoby, J. and D. B. Kyner, 'Br & Loyalty & Prepeat purchasing Behavior', Journal of Market Research, Vol.10, February 1973, pp. 1-9 https://doi.org/10.2307/3149402
- Jacoby, J. and R. W. Chestnut,, Br & Loyalty Measurement & Management, New York, Wiley & Sons, 1978
- John D. Sterman, business dynamics: systems thinking & modeling for a complex world, Mc grawhill, international edition, 2000
- Jones, Thomas O. and Sasser, W. Earl, 'Why Satisfied Customers Defect', Harvard Business Review, 1995, pp. 11-12
- Kalakota, R. and M. Robinson, e-Business: Roadmap for success, Addison Wesley, 1999
- Kaneman, Daniel and Amos Tversky, 'Prospect Theory: An Analysis of Decisions under Risk', Econometrica, Vol.47, March 1979, pp. 263-291 https://doi.org/10.2307/1914185
- Kaplan, P., F'd Companies: Spectacular Dot Com Flameouts, Simon & Schuster: New York, 2002
- Karimi J., M.T. Somers, and P. Y. Gupta, 'Impact of Information Technology Management Practice on Customer Service', Journal of Management Information System, Vol.17, No.4, 2001, pp. 125-158 https://doi.org/10.1080/07421222.2001.11045661
- Kohli, R., F. Piontek, Ellington, Tim., T. VanOsdol, M. Shepard, and G. Brazel, 'Managing customer relationships through e-Business decision support applications: a case of hospital physician collaboration', Decision support system, Vol.32, 2001, pp. 171-187 https://doi.org/10.1016/S0167-9236(01)00109-9
- LaBarbera, P. A. and D. Mazursky, 'A Longitudinal Assessment of Consumer Satisfaction/Sissatisfaction', Journal of Marketing Research, Vol.20, 1983, pp. 393-404 https://doi.org/10.2307/3151443
- Laudon, K. L. and C. G. Traver, E-Commerce: Business, Technology, Society, Addison Wesley, 2001
- Legris, P., J. Ingham, and P. Collertte, 'Why do people use information technology?: A critical review of the technology acceptance model', Information & Management, Vol.40, 2002, pp. 191-204 https://doi.org/10.1016/S0378-7206(01)00143-4
- Marney, Jo, 'Selling in Tongues', Marketing Magazine, Vol.100, No.38, 1995, p. 14
- Maruyama, M., 'The second cybernetics: Deviation amplifying mutual causal processes', American Scientist, Vol.51, No.2, 1963, pp. 164-179
- Massey P. A., M. M. Montaya, and K. Holcom, 'Re-engineering the customer relationship knowledge assets at IBM', Decision support system, Vol.32, 2001, pp. 155-170 https://doi.org/10.1016/S0167-9236(01)00108-7
- Mayer, R. C. and J. H. Davis, 'An Integrative Model of Organizational Trust', Academy of Management Review, Vol.20, No.3, 1995, pp. 709-734 https://doi.org/10.2307/258792
- McKeena, R. Relationship Marketing, Reading, Mass, Addison-Wesley, 1991
- McKnight, D. H., V. Choudhury, and C. Kacmar, 'Developing & Validating Trust Measures for e-Cornmerce: An Integrative Typology', Information Systems Research, Vol.13, No.3, 2002
- Meadows D. H., The unavoidable a prior, in Randers, J. (ed.), Elements of the System Dynamics Method. Waltham, MA: Pegasus Communications, 1980
- Meta Group, 'The Customer Relationship Management Ecosystem'. 1999
- Millard, N. J., 'A million segments of one-how personnel should customer relationship management get?', BT technology journal., Vol.21, No.1 Jan., 2003 pp. 114-120 https://doi.org/10.1023/A:1022468630499
- Mooradian, Tood A. and James M. Oliver, 'I Can't Get No Satisfaction: The Impact Personality & Emotion on Postpurchase Processes', Psychology Marketing, Vol.14, July 1997, pp. 379-393 https://doi.org/10.1002/(SICI)1520-6793(199707)14:4<379::AID-MAR5>3.0.CO;2-6
- Morgan, Robert M. and Shelby D. Hunt, 'The Commitment-Trust Theory of Relationship Marketing', Journal of Marketing, Vol.58, July 1994, pp. 20-38
- Oliver, R. L., Satisfaction: A Behavioral Perspective on the Consumer, Lodon, McGraw Hill, 1996
- Oliver, Richard L., 'Whence Consumer Loyalty?', Journal of Marketing, Vol.63, 1999, pp. 33-44
- Oliver. R. L., 'A Cognitive model of the Antecedents & Consequences of Satisfaction Decisions', Journal of Marketing Research, Vol.17, 1980, pp. 460-469 https://doi.org/10.2307/3150499
- Pan, S. L. and J. Lee, 'Using E-CRM for a Unified View of the Customer', Communications of the ACM, Vol.46, No.4, 2003, pp. 95-99
- Parvatiyar, Atual and Jagdish Sheth, 'The Domain & Conceptual Foundation of Relationship Marketing', in H&book of Reationship Marketing, Jagdish Sheth & Atual Parvatiyar, eds Sage Publications, 2000, pp. 1-38
- Perkins, A. and M. Perkins, The Internet Bubble, Harper Business: New York, 1999
- Raj, S. P., 'The Effects of Advertising on High & Low Loyalty Consumer Segments', Journal of Consumer Research, 1982, pp. 77-89
- Reichheld, F. F., The Loyalty Effect: The Hidden Force Behind Growth, Profit & Lasting value, Boston MA, Bain & Company, 1996
- Reichheld, F. F. and W. E. Sasser, 'Zero Defections: Quality Comes to Service', Harvard Business Review, Vol.68, No.5, 1990, pp. 105-11l
- Reichheld, Frederick F., 'Loyalty Based Management', Harvard Business Review, Mar-Apr. 1993, pp. 3-4
- Richard Feinberg and Rajesh Kadam, 'E-CRM Web service attributes as determinants of customer satisfaction with retail Web sites', International Journal of Service Industry Management, Vol.13, No.5, 2002, pp. 432-451 https://doi.org/10.1108/09564230210447922
- Richins, 'Negative Word of mouth by Dissatisfied Consumer: A Pilot Study', Journal of Marketing, Vol.47, 1983, pp. 68-78
- Richins, 'Word of Mouth Communications as Negative Information', Advanceds in Consumer Research 11, Thomas C. kinner, ed Ann Arbor, MI: Accociation for Consumer Research, 1984, pp. 697-702
- Richmond, B., 'An Introduction to System Thinking', High Performance Systems, May 2001
- Ridings, C. M., G. Davis, and A. Bay, 'Some Antecedents & Effects of Trust in Virtual Communities', Journal of Strategic Information Systems, Vol.11, 2002, pp. 271-286 https://doi.org/10.1016/S0963-8687(02)00021-5
- Rogers, E. M., Diffusion of Innovation, First Edition, Etats-Unions Free Press: New Yark, 1983
- Rosenberg, Larry J. and A. Czepiel, 'A Marketing Approach to Consumer Retention', Journal of Consumer Marketing, Vol.1, 1984, pp. 45-51 https://doi.org/10.1108/eb008094
- Ryals, L. and S. Knox, 'Cross-Functional Issues in the Implementation of Relationship Marketing Through Customer Relationship Marketing', European Management Journal, Vol.19, No. 5, 2001 pp. 534-542 https://doi.org/10.1016/S0263-2373(01)00067-6
- Sawyer, J., D. M. Cooperstein, and J. C. Lee, 'The Demise of Dot Com Retailers', Forrester Research, Cambridge, MA., April 2000
- Schubert, P. and D. Selz, 'Web assessment-measuring the effectiveness of electronic commerce sites going beyond traditional marketing paradigms', in: Proceedings of the 32nd HICSS, Hawaii, 1999
- Seth, Godin., Permission Marketing: Turning Strangers into Friends & Friends into Customers, Simon & Schuster, May 1999
- Silverman, George, 'Harvesting the Poser of Word of Mouth', Potentials in Marketing, Vol.30, No.9, 1997, pp. 14-16
- Singh, Jagdip, 'Voice, Exit, & Negative Word-of-Mouth Behaviors: An Investigation across Three Service Categories', Journal of the Academy of Marketing Science, Vol.18, No.1, 1990, pp. 1-15 https://doi.org/10.1007/BF02729758
- Spreng, Richard A., Gillbert D. Harrell, and Robert D. Mackoy, 'Service Recovery: Impact on Satisfaction & Intentions', Journal of Service Marketing, Vol.9, No.1, 1995, pp. 15-23 https://doi.org/10.1108/08876049510079853
- Srinivasan, S., 'Role of Trust in e-Business Success', Information Management & Computer Security, Vol.12, No.1, 2004, pp. 66-72 https://doi.org/10.1108/09685220410518838
- Srivastava, Rajendra J., Tasadduq A. Shervani, and Liam Fahey, 'Marketing, Business Processes, & Shareholder Value: An Organizationally Embedded View of Marketing Activities & the Discipline of Marketing', Journal of Marketing, Vol.63, Special Issue, 1999, pp. 168-179 https://doi.org/10.2307/1252110
- Sterman. J. D., 'Business Dynamics: Systems Thinking and Modeling for a Complex World', McGraw Hill, New York, 2000
- Strader, T., and M. Shaw, 'Characteristics of electronic markets', Decision Support Systems, Vol.21, 1997, pp. 185-198 https://doi.org/10.1016/S0167-9236(97)00028-6
- Swan, John E. and Richard L., Oliver, 'Postpurchase Communications by Consumers', Journal of Retailing, Vol.65, 1989, pp. 516-533
- Weick, K. E. The Social Psychology of Organizing. New York: R&om House, 2nd edition, 1979
- Wells. J. D., W. L. Fuerst, and J. Choobineh, 'Managing information technology for one-to-one customer interaction', Information & Management, Vol.35, 1999, pp. 53-62 https://doi.org/10.1016/S0378-7206(98)00076-7
- Wolff, M., Burn Rate, Touchstone: New York, 1999
- Wright, T.L., Stone, M. & Abbot, J., 'The CRM imperative-practice vs theory in the telecommunications industry', Journal of Database Marketing, Vol.9, No.4, 2002, pp. 339-349 https://doi.org/10.1057/palgrave.jdm.3240082
- Yi, Y., 'A Critical Review of Consumer Satisfaction', Review of Marketing, Valerie A. Zeithaml, (eds.), Chicago, American Marketing Association, 1990
- Zeithaml, Berry and Parasuraman, 'The Behavioral Consequences of Service Quality', Journal of Marketing, 1996, pp. 31-46