References
- W. Reinartz and W. Ulaga, "How to Sell Services More Profitably," Harvard Business Review, Vol.86, pp.90-96, 2008.
- 이유재, 서비스마케팅 제5판, 학현사, 2013.
- A. R. Ismail, T. C. Melewar, and L. Lim, Linking Experience Realms and Experimental Service Brand Loyalty: Determinants and Outcomes for Future Operationalization, Brunel University Research Archive, UK, MA, 2008.
- O. Iglesis, J. J. Singh, and J. M. Batista-Foguet, "The Role of Brand Experience Affective Commitment in Determining Brand Loyalty," Brand Management, Vol.18, No.8, pp.570-582, 2011. https://doi.org/10.1057/bm.2010.58
- J. H. Gilmore and B. I. I. Pine, "Customer Experience Places: The New Offering Frontier," Strategy & Leadership, Vol.30, pp.4-11, 2002.
- F. Lemke, M. Clark, and H. Wilson, "Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique," J. of the Academy of Marketing Science, Vol.39, No.16, pp.846-869, 2011. https://doi.org/10.1007/s11747-010-0219-0
- D. I. MacInnis and I. I. Price, "The Role of Imagery in Information Processing Review and Extensions," J. of Consumer Research, Vol.13, pp.473-491, 1987. https://doi.org/10.1086/209082
- G. LeBlanc and N. Nguyen, "Cues Used by Customers Evaluating Corporate Image in Service Firms: An Empirical Study in Financial Institutions," International J. of Service Industry Management, Vol.7, No.2, pp.44-56, 1996. https://doi.org/10.1108/09564239610113460
- R. A. Jarvinen, "Consumer Trust in Banking Relationships in Europe," International J. of Bank Marketing, Vol.32, No.6, pp.551-566, 2014. https://doi.org/10.1108/IJBM-08-2013-0086
- J. Pine and J. H. Gilmore, "Welcome to the Experience Ecomomy," Harvard Business Review, Vol.76, pp.97-106, 1998.
- P. Klaus and S. Maklan, "The Role of Brands in a Service-Dominated World," J. of Brand Management, Vol.15, No.2, pp.115-122, 2007. https://doi.org/10.1057/palgrave.bm.2550121
- W. R. Swinyard, "The Effects of Mood, Involvement, and Quality of Store Experience on Shopping Intentions," J. of Consumer Research, Vol.20, pp.271-280, 1973.
- A. Payne, K. Storbacka, and P. Frow, "Managing the Co-Creation of Value," J. of the Academy of Marketing Science, Vol.36, pp.83-96, 2008. https://doi.org/10.1007/s11747-007-0070-0
- P. C. Verhoel, P. H. Franses, and J. C. Hoekstra, "The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter?," J. of the Academy of Marketing Science, Vol.30, No.3, pp.202-216, 2002. https://doi.org/10.1177/0092070302303002
- U. Jutter, D. Schaffner, K. Windler, and S. Maklan, "Customer Service Experience: Developing and Applying a Sequential Incident Laddering Technique," European J. of Marketing, Vol.17, No.5/6, pp.738-768, 2013.
- U. Jutter, D. Schaffner, K. Windler, and S. Maklan, "Customer Service Experience: Developing and Applying a Sequential Incident Laddering Technique," European J. of Marketing, Vol.47, No.5/6, pp.738-768, 2012.
- V. Liljander and T. Strandvik, "Emotions in Service Satisfaction," International J. of Service Industry Management, Vol.8, No.2, pp.148-169, 1997. https://doi.org/10.1108/09564239710166272
- L. Berry, L. Carbone, and S. Haeckel, "Managing the Total Customer Experience," MIT Sloan Management Review, Vol.43, No.3, pp.85-86, 2002.
- B. Edvardsson, "Service Quality: Beyond Cognitive Assessment," Management Service Quality, Vol.15, No.2, pp.127-131, 2005. https://doi.org/10.1108/09604520510585316
- D. A. Arker, Building Strong Brands, Free Press, New York, 1996.
- J. M. T. Balmer, "Corporate Identity and The Advent of Corporate Marketing," J. of Marketing Management, Vol.14, No.8, pp.963-965, 1998. https://doi.org/10.1362/026725798784867536
- J. Bosch, E. Venter, Y. Han, and C. Boshoff, "The Impact of Brand Identity on The Perceived Brand Image of a Merged Higher Education Institution: Part Two," Management Dynamics, Vol.15, No.3, pp.36-54, 2006.
- C. Flavian, M. Guinliu, and E. Torres, "The Influence of Corporate Image on Consumer Trust: A Comparative Analysis in Traditional Versus Internet Banking," Internet Research, Vol.15, No.4, pp.447-470, 2005. https://doi.org/10.1108/10662240510615191
- R. Chun and G. Davies, "The Influence of Corporate Character on Customers and Employees: Exploring Similarities and Differences," J. of Academy of Marketing Science, Vol.34, No.2, pp.138-146, 2006. https://doi.org/10.1177/0092070305284975
- J. Minkiewiez, J. Evans, K. Bridson, and F. Mavondo, "Corporate Image in the Leisure Services Sector," J. of Services Marketing, Vol.25, No.2, pp.190-201, 2009.
- C. Groroos, Service Management and Marketing, Lexington, Toronto, 1990.
- W. M. Yee and R. M. W. Yeung, "An Empirical Examination of the Role of Trust in Consumer and Supplier Relationship of Little Direct Contact: A Structural Equation Modeling Approach," J. of International Food and Agribusiness Marketing, Vol.22, No.1/2, pp.143-163, 2010. https://doi.org/10.1080/08974430903373003
- C. Castelfranchi and R. Falcone, Trust Theory: A Socio-Cognitive and Computational Model, John Wiley and Sons Ltd, Chichester, 2010.
- R. Morgan and S. Hunt, "The Commitment-Trust Theory of Relationship Marketing," J. of Marketing, Vol.58, pp.20-38, 1994.
- M. S. Kennedy, I. Ferrell, and D. LeClair, "Consumers' Trust of Sales Person and Manufacturer: An Empirical Study," J. of Business Research, Vol.51, pp.73-86, 2001. https://doi.org/10.1016/S0148-2963(99)00039-9
- R. C. Mayer, J. H. Davis, and F. D. Schoorman, "An Integrative Model of Organizational Trust," Academy of Management Review, Vol.20, No.1, pp.709-734, 1995. https://doi.org/10.5465/amr.1995.9508080335
- S. Ganesan, "Determinants of Long-Term Orientation in Buyer-Seller Relationships," J. of Marketing, Vol.58, No.2, pp.1-9, 1994. https://doi.org/10.2307/1252265
- C. Moorman, G. Zaltman, and R. Deshpande, "Relationships Between Providers and Users of Marketing Research: The Dynamics of Trust Between Organizations," J. of Marketing Research, Vol.29, No.3, pp.314-329, 1992. https://doi.org/10.2307/3172742
- H. S. Bansal, P. G. Irving, and S. F. Taylor, "A Three Component Model of Customer Commitment to Service Providers," J. of the Academy of Marketing Science, Vol.32, No.3, pp.234-250, 2004. https://doi.org/10.1177/0092070304263332
- K. A. Venetis and P. N. Ghauri, "Service Quality and Customer Retention: Building Long-Term Relationships," European J. of Marketing, Vol.38, No.11/12, pp.1577-1598, 2004. https://doi.org/10.1108/03090560410560254
- F. F. Reichheld, The Loyalty Effect, Harvard Business School Press, Boston, USA, 1996.
- K. P. Gwinner, D. D. Gremler, and M. J. Bitner, "Relationship Benefits in Services Industries: The Customer's Perspective," J. of the Academy of Marketing Science, Vol.26, No.2, pp.101-115, 1998. https://doi.org/10.1177/0092070398262002
- J. M. Adams and W. H. Johns, Handbook of Interpersonal Commitment and Relationship Stability, Kluwer Academic/Plenum Publishers, New York, 1999.
- T. Johns, G. I. Fox, S. F. Taylor, and L. R. Fabrigar, "Service Customer Commitment and Response," J. of Services Marketing, Vol.24, No.1, pp.16-28, 2010. https://doi.org/10.1108/08876041011017862
- T. W. Gruen, J. O. Summers, and F. Acito, "Relationship Marketing Activities, Commitment, and Memberships Behavior in Professional Association," J. of Marketing, Vol.64, pp.34-49, 2000. https://doi.org/10.1509/jmkg.64.3.34.18030
- R. M. Cunningham, "Brand Loyalty-What, Where, How Much," Harvard Business Review, Vol.39, pp.116-138, 1956.
- G. S. Day, "A Two Dimensional Concept of Brand Loyalty," J. of Advertising Research, Vol.9, pp.29-36, 1969.
- A. S. Dick and K. Basu, "Customer Loyalty: Toward An Integrated Conceptual Framework," J. of the Academy of Marketing Science, Vol.22, No.2, pp.99-113, 1994. https://doi.org/10.1177/0092070394222001
- D. D. Glemler and S. W. Brown, "Service Loyalty : Its Nature, Importance and Implications," in B. Edvarssson, S. W. Brown, R. Johnston and E. E. Scheuing(Eds.), Proceedings American Marketing Association, pp.171-180, 1996.
- A. Caruana and M. Msida, "Service Loyalty: The Effects of Service Quality and the Mediating Role of Customer Satisfaction," European J. of Marketing, Vol.36, No.7/8, pp.811-828, 2002. https://doi.org/10.1108/03090560210430818
- B. Edvardsson, "Service Quality: Beyond Cognitive Assessment," Managing Service Quality, Vol.15, No.2, pp.127-131, 2005. https://doi.org/10.1108/09604520510585316
- I. Berry, I. Carbone, and S. Haeckel, "Managing the Total Customer Experience," MIT Sloan Management Review, Vol.43, No.3, pp.85-89, 2002.
- N. Nguyen and G. LeBlanc, "The Mediating Role of Corporate Image on Customers' Retention Decisions: An Investigation in Financial Services," International J. of Bank Marketing, Vol.16, No.2, pp.52-65, 1998. https://doi.org/10.1108/02652329810206707
- R. A. Westbrook and R. L. Oliver, "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," J. of Consumer Research, Vol.18, pp.84-91, 1991. https://doi.org/10.1086/209243
- H. Mano and R. L. Oliver, "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," J. of Consumer Research, Vol.20, pp.451-466, 1993. https://doi.org/10.1086/209361
- C. Castelfranchi and R. Falcone, Trust Theory: A Socio-Cognitive and Computational Model, John Wiley and Sons Ltd, Chichester, 2010.
- R. A. Kerin, A. Jin, and D. J. Howard, "Store Shopping Experience and Consumer Price-Quality-Value Perceptions," J. of Retailing, Vol.68, No.4, pp.376-397, 1992.
- K. Storbacka, "Customer Relationship Profitability-Propositions for Analysis of Relationship and Customer Bases," Research Conference on Relationship Marketing, Atlanta, 11-13, June, 1994.
- L. L. Berry and A. Parasuraman, Marketing Services, Competing, Through Quality, The Free Press, New York, 1991.
- J. M. Lehu, Fidelizar al Cliente, Piados, Barcelona, 2001.
- S. Kaul, A. Sahay, and A. Koshy, "Impact of Initial-Trust-Image on Shopper Trust and Patronage Intentions: A Study of Young, Male Apparel Shoppers in India," International J. of Retail and Distribution Management, Vol.38, No.4, pp.275-296, 2010. https://doi.org/10.1108/09590551011032090
- S. B. Sitkin and N. L. Roth, "Explaining the Limited Effectiveness of Legalistic 'Remedies' for Trust/Mistrust," Organization Science, Vol.4, No.3, pp.367-392, 1993. https://doi.org/10.1287/orsc.4.3.367
- J. S. Johns and M. J. Georges, "Value-Expressive Versus Utilitarian Advertising Appeals" When and Why to Use Which Appeal," J. of Advertising, Vol.20, No.3, pp.23-33, 1998. https://doi.org/10.1080/00913367.1991.10673345
- I. E. Ogba and Z. Tan, "Exploring the Impact of Brand Image on Customer Loyalty and Commitment in China," Journal of Technology Management, Vol.4, No.2, pp.132-144, 2009.
- O. Helgesen and J. I. Havold, and E. Nesset, "Impacts of Store and Chain Images on the "Quality-Satisfaction-Loyalty Process in Petrol Retailing," J. of Retailing and Consumer Services, Vol.17, No.2, pp.110-118, 2010.
- M. J. Sirgy and A. C. Samli, "A Path Analytic Model of Store Loyalty Involving Self-Concept, Store Image, Geographic Loyalty, and Socioeconomic Status," J. of the Academy of Marketing Science, Vol.13, No.3, pp.265-291, 1985. https://doi.org/10.1007/BF02729950
- N. Sirohi, E .W. McLaughin, and D. R. Wittink, "A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer," J. of Retailing, Vol.74, No.2, pp.223-245, 1998. https://doi.org/10.1016/S0022-4359(99)80094-3
- C. Moorman, G. Zaltman, and R. Deshpande, "Relationship Between Providers and Users of Marketing Research: The Dynamics of Trust Within and Between Organizations," J. of Marketing Research, Vol.29, pp.314-329, 1992. https://doi.org/10.2307/3172742
- R. Dwyer, P. Schurr and D. Oh, "Developing Buyer-Seller Relationships," J. of Marketing, Vol.51, pp.11-27, 1987. https://doi.org/10.2307/1251126
- 최철재, "치과 서비스특성과 신뢰 및 고객충성도 관계에서 감정적몰입과 계산적몰입의 인과적 역할," 한국콘텐츠학회논문지, 제16권, 제1호, pp.541-557, 2016. https://doi.org/10.5392/JKCA.2016.16.01.541
- G. T. Lau and S. H. Lee, "Consumers' Trust in a Brand and the Link to Brand Loyalty," J. of Market-Focused Management, Vol.4, pp.341-370, 1999. https://doi.org/10.1023/A:1009886520142
- P. M. Doney and J. P. Cannon, "An Examination of the Nature of Trust in Buyer-Seller Relationships," J. of Marketing, Vol.61, pp.35-51, 1997. https://doi.org/10.2307/1251829
- 황인형, 최철재, "지각된 모바일서비스품질과 관계품질," 한국콘텐츠학회논문지, 제15권, 제10호, pp.517-534, 2015. https://doi.org/10.5392/JKCA.2015.15.10.517
- H. Evanschitzky, G. R. Iyer, H. Plassmann, J. Niessing, and H. Meffert, "The Relative Strength of Affective Commitment in Securing Loyalty in Service Relationships," J. of Business Research, Vol.59, pp.1207-1213, 2006. https://doi.org/10.1016/j.jbusres.2006.08.005
- J. J. Brakus, B. H. Schmitt, and I. Zarantonello, "Brand Experience: What is it? How is it Measured? Does it Affect Loyalty?," J. of Marketing, Vol.73, No.3, pp.52-68, 2009.
- B. Schmitt, "Experimental Marketing," J. of Marketing Management, Vol.15, No.1/3, pp.53-67, 1999. https://doi.org/10.1362/026725799784870496
- S. Lee and M. Jeong, "Enhancing Online Brand Experience: An Application of Congruity Theory," International J. of Hospitality Management, Vol.40, pp.49-58, 2014. https://doi.org/10.1016/j.ijhm.2014.03.008
- R. M. Worcester, "Managing the Image of Your Bank: The Glue That Binds," International J. of Bank Marketing, Vol.15, No.5, pp.146-152, 1999. https://doi.org/10.1108/02652329710175244
- D. Johnson and K. Grayson, "Cognitive and Affective Trust in Service Relationships," J. of Business Research, Vol.58, pp.500-507, 2005. https://doi.org/10.1016/S0148-2963(03)00140-1
- A. Zur, C. Leckie, and M. W. Cynthia, "Cognitive and Affective Trust Between Australian Exports and Their Overseas Buyers," Australian Marketing J., Vol.20, pp.73-79, 년도삽입.
- A. S. Gill, A. B. Flaschner, and M. Shachar, "Factor that Affect the Trust of Business Clients in Their Banks," International J. of Bank Marketing, Vol.24, No.6, pp.384-405, 2006. https://doi.org/10.1108/02652320610701726
- I. Oriol, J. S. Jatinder, and M. B. John, "The Role of Brand Experience and Affective Commitment in Determining Brand Loyalty," Brand Management, Vol.18, No.8, pp.570-582, 2011. https://doi.org/10.1057/bm.2010.58
- K. Bridson, J. Evans, and M. Hickman, "Assessing the Relationship Between Loyalty Program Attributes, Store Satisfaction and Store Loyalty," J. of Retailing and Consumer Services, Vol.15, No.5, pp.364-374, 2008. https://doi.org/10.1016/j.jretconser.2007.08.004
- T. Johns and S. F. Taylor, "Service Loyalty: Accounting for Social Capital," J. of Services Marketing, Vol.26, No.1, pp.60-74, 2012. https://doi.org/10.1108/08876041211199733