References
- 고종식(2009), "고객접점 근로자의 감정부조화와 조직성과 및 공감적 요소의 조절효과 검증", 산업경제연구, 22(1), 363-383.
- 김기영․백종온(2010), "외식 소비 성향에 따른 감정 반응이 만족도에 미치는 영향", Culinary Science & Hospitality Research, 16(3), 147-160. https://doi.org/10.20878/cshr.2010.16.3.010
- 김미정․임영자(2008), "미용산업 서비스 품질이 고객만족에 미치는 영향 및 전환비용, 고객충성도와의 관계에 관한 연구", 복식, 58(9), 99-113.
- 김정희․이경자(2012), "물리적 환경에 대한 감정적 반응이 전환 장벽과 충성도에 미치는 영향", 감성과학, 15(2), 209-222.
- 김주연․이영남․김태희(2007), "테마 레스토랑의 물리적 환경과 인적 서비스가 고객이 느끼는 감정 및 행동의도에 미치는 영향", 관광연구저널, 21(2), 91-107.
- 김주향(2012), "호텔 레스토랑의 외식 소비 경험이 소비감정, 고객만족, 재구매 의도에 미치는 영향", 관광레저연구, 24(1), 371-390.
- 박성연․배현경(2006). "매장 내 감각적 체험이 매장태도와 애호도에 미치는 영향: 소비감정과 만족의 매개적 영향을 중심으로", 마케팅관리연구, 11(3), 1-13.
- 성윤옥(2014), "종업원의 고객에 대한 배려 행동이 서비스 충성도에 미치는 영향: 미용실 서비스와 패스트푸드서비스의 비교적 접근", 한국콘텐츠학회논문지, 14(1), 409-422. https://doi.org/10.5392/JKCA.2014.14.01.409
- 안진우(2019), "고객참여의 접점만족에 미치는 영향: 참여속도와 몰입속도의 조절효과 검증", 경영과 정보연구, 38(3), 81-96.
- 안진우․서문식(2009), "고객참여가 서비스접점에서 서비스제공자와의 상호작용과 감정적 요소에 미치는 영향: 사회교환의 감정이론을 중심으로", 경영학연구, 38(4), 897-934.
- 안진우․천명환(2016), "지각된 프렌드십이 고객참여 및 시민행동과 협력에 미치는 영향", 경영과 정보연구, 35(1), 155-172.
- 이수비․안진우(2018), "서비스산업 종사자의 교육훈련이 직무성과에 미치는 영향-교육태도의 조절효과 검증", 경영과 정보연구, 37(4), 93-108.
- 이유재(2013), 서비스마케팅, 5판, 학현사, 서울.
- 이정실(2009), "외식고객의 공정성 지각이 감정반응과 구매의도 및 전환의도에 미치는 영향", 관광레저연구, 21(3), 87-108.
- 이학식․김영․정주훈(1999), "실용적/쾌락적 쇼핑가치와 쇼핑만족: 구조모델의 개발과 검정", 경영학연구, 28(2), 505-538.
- 윤만희․김정섭․김지한(2005), "서비스 고객의 개인가치와 서비스접점 특성이 고객참여행위에 미치는 영향", 마케팅관리연구, 10(1), 139-163.
- 최우리․박종희(2009), "소비자 관점의 소비자참여, 서비스 품질, 가치 및 재구매 의도에 미치는 영향", 마케팅관리연구, 14(4), 177-204.
- 최철재(2012), 쇼핑동기가 소비자의 감정과 점포충성도에 미치는 영향: 온라인 쇼핑과 오프라인쇼핑의 비교. 유통경영학회지, 15(1), 23-33. https://doi.org/10.17961/JDMR.15.1.201203.23
- Babin, B. J., Darden, W. R., and Griffin, M. (1994), "Work and/or fun: measuring hedonic and utilitarian shopping value", Journal of consumer research, 20(4), 644-656. https://doi.org/10.1086/209376
- Batra, R., and Ahtola, O. T.(1991), "Measuring the hedonic and utilitarian sources of consumer attitudes", Marketing letters, 2(2), 159-170. https://doi.org/10.1007/BF00436035
- Bitner, M. J., Faranda, W. T., Hubbert, A. R., and Zeithaml, V. A.(1997), "Customer contributions and roles in service delivery", International Journal of service industry management.
- Bloch, P. H., and Bruce, G. D.(1984). "Product involvement as leisure behavior", ACR North American Advance.
- Bendapudi, N., and Berry, L. L.(1997), "Customers' motivations for maintaining relationships with service providers", Journal of retailing, 73(1), 15-38. https://doi.org/10.1016/S0022-4359(97)90013-0
- Cermak, D. S., File, K. M., and Prince, R. A.(1994), "Customer participation in service specification and delivery", Journal of Applied Business Research, 10(2), 90-97. https://doi.org/10.19030/jabr.v10i2.5942
- Chitturi, R., Raghunathan, R., and Mahajan,V.(2007), "Form versus function: How the intensities of specific emotions evoked in functional versus hedonic trade-offs mediate product preferences", Journal of marketing research, 44(4), 702-714. https://doi.org/10.1509/jmkr.44.4.702
- Crosby, L. A., Evans, K. R., and Cowles, D.(1990), "Relationship quality in services selling: an interpersonal influence perspective", Journal of marketing, 54(3), 68-81. https://doi.org/10.2307/1251817
- Ennew, C. T., and Binks, M. R.(1999), "Impact of participative service relationships on quality, satisfaction and retention: an exploratory study", Journal of business research, 46(2), 121-132. https://doi.org/10.1016/S0148-2963(98)00016-2
- Dhar, R., and Wertenbroch, K.(2000), "Consumer choice between hedonic and utilitarian goods", Journal of marketing research, 37(1), 60-71. https://doi.org/10.1509/jmkr.37.1.60.18718
- Donovan, R., and Rossiter, J.(1982), "Store atmosphere: an environmental psychology dad", de Ulrich Beck, Economia, Sociedady Territorio, 10(32), 275-281.
- Forgas, Joseph P.(1995), "Mood and Judgement: The Affect Infusion Model", Psychology, 8, 177-189.
- Hirschman, E. C., and Holbrook, M. B.(1982), "Hedonic consumption: emerging concepts, methods and propositions", Journal of marketing, 46(3), 92-101. https://doi.org/10.2307/1251707
- Hsieh, An Tien and Wen Ting Chang(2004), "The Effect of Consumer Participation", The Journal of Consumer Affairs, 38(2), 282-296. https://doi.org/10.1111/j.1745-6606.2004.tb00869.x
- Holbrook, M. B. (Ed.). (1999), Consumer value: a framework for analysis and research, Psychology Press.
- Jackson, S. E., and Maslach, C.(1982), "Burnout: A concept in need of refinement, In Meeting of the American Psychological Association", Washington.
- Kellogg, D. L., Youngdahl, W. E., and Bowen, D. E.(1997), "On the relationship between customer participation and satisfaction: two frameworks", International Journal of service industry management.
- Leiter, M. P., and Maslach, C.(1988), "The impact of interpersonal environment on burnout and organizational commitment", Journal of organizational behavior, 9(4), 297-308. https://doi.org/10.1002/job.4030090402
- Leo, P. Y., and Philippe, J.(1997), "Service encounter dimensions‐a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel", International Journal of Service Industry Management.
- Mehrabian, A., and Russell, J. A.(1974), "The basic emotional impact of environments", Perceptual and motor skills, 38(1), 283-301. https://doi.org/10.2466/pms.1974.38.1.283
- Nambisan, S., and Baron, R. A.(2007), "Interactions in virtual customer environments: Implications for product support and customer relationship management", Journal of interactive marketing, 21(2), 42-62. https://doi.org/10.1002/dir.20077
- Nysveen, H., and Pedersen, P. E.(2014), "Influences of cocreation on brand experience", International Journal of Market Research, 56(6), 807-832. https://doi.org/10.2501/IJMR-2014-016
- Oliver, R. L.(1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response", Journal of consume Research, 20(3), 418-430. https://doi.org/10.1086/209358
- Palmatier, R. W., Dant, R. P., Grewal, D., and Evans, K. R.(2006), "Factors influencing the effectiveness of relationship marketing: A meta-analysis", Journal of marketing, 70(4), 136-153. https://doi.org/10.1509/jmkg.70.4.136
- Reichheld, F. F., and Sasser, W. E.(1990), "Zero defeofions: Quoliiy comes to services", Harvard business review, 68(5), 105-111.
- Richins, M. L.(1997), "Measuring emotions in the consumption experience", Journal of consumer research, 24(2), 127-146. https://doi.org/10.1086/209499
- Rodie, A. R., and Kleine, S. S.(2000), Customer participation in services production and delivery. Handbook of services marketing and management, 111-125.
- Roseman, I. J.(1991), "Appraisal determinants of discrete emotions", Cognition & Emotion, 5(3), 161-200. https://doi.org/10.1080/02699939108411034
- Sheaves, D. E., and Barnes, J. G.(1996), "The fundamentals of relationships: an exploration of the concept to guide marketing implementation", Advances in services marketing and management, 5, 215-245. https://doi.org/10.1016/S1067-5671(96)05058-5
- Snyder, C., Lopez, S., and Pedrotti, J.(2011), "Making the most of emotional experiences", Positive Psychology, 141-161.
- Sutton, R. S.(1988), "Learning to predict by the methods of temporal differences", Machine learning, 3(1), 9-44. https://doi.org/10.1007/BF00115009
- 1Vargo, S. L., and Lusch, R. F.(2004), "The four service marketing myths: remnants of a goods-based, manufacturing model", Journal of service research, 6(4), 324-335. https://doi.org/10.1177/1094670503262946