1 |
Bateson, J. E. G.(1985), "The Self-service Customer: An Exploratory Study," Journal of Retailing, 61(3), 49-76.
|
2 |
Bendapudi, N. and Robert P. Leone(2003), "Psychological Implications of Customer Participation in Co-production," Journal of Marketing, 67(January), 14-28.
DOI
|
3 |
Bitner, Mary Jo, W. T. Faranda, A. R. Hubbert, and V. A. Zeithaml(1997), "Customer Contributions and Roles in Service Delivery," International journal of service industry management, 8(3), 193-205.
DOI
|
4 |
Bloemer, Josee, Gaby Odekerken-Schroderb, and Leen Kestensc(2003), "The Impact of Need for Social Affiliation and Consumer Relationship Proneness on Behavioural Intentions: an Empirical Study in a Hairdresser's Context," Journal of Retailing and Consumer Services, 10(4), 231-240.
DOI
|
5 |
Byrne, B. M., W. W. Lam, and R. Fielding(2008), "Measuring Patterns of Change in Personality Assessments: An Annotated Application of Latent Growth Curve Modeling," Journal of Personality Assessment, 90, 536-546.
DOI
|
6 |
Palmatier, Robert W., M. B. Houston, R. P. Dant, and D. Grewal(2013), "Relationship Velocity: Toward A Theory of Relationship Dynamics," Journal of Marketing, 77(Jan), 13-30.
DOI
|
7 |
Sierra, Jeremy J. and Shaun McQuitty (2005), "Service Providers and Customers: Social Exchange Theory and Service Loyalty," Journal of Services Marketing, 19(6), 392-400.
DOI
|
8 |
Terawatanavong, C., G. J. Whitwell, R. E. Widing(2007), "Buyer satisfaction with relational exchange across the relationship lifecycle," European Journal of Marketing, 41(7/8), 915-938.
DOI
|
9 |
Vazquez-Carrasco, R. and G. R. Foxall (2006), "Influence of Personality Traits on Satisfaction, Perception of Relational Benefits, and Loyalty in a Personal Service Context," Journal of Retailing and Consumer Services, 13, 205-219.
DOI
|
10 |
Xie, C., R. P. Bagozzi, and S. V. Troye (2008), "Trying to Prosume: Toward a Theory of Consumers as Co-Creators of Value," Journal of the Academy of Marketing Science, 36(1), 109-122.
DOI
|
11 |
Yi, Y. and T. Gong(2013), "Customer Value Co-creation Behavior: Scale Development and Validation," Journal of Business Research, 66, 1279-1284.
DOI
|
12 |
Yim, C. K., K. W. Chan, and Simon S. K. Lam(2012), "Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self-and Other-Efficacy," Journal of Marketing, 76(November), 121-140.
DOI
|
13 |
Yoon, M. H., J. H. Seo, and T. S. Yoon (2004), "Effects of Contact Employee Supports on Critical Employee Responses and Customer Service Evaluation," Journal of Services Marketing, 18(5), 395-412.
DOI
|
14 |
Zeithaml, V. A.(1981), "How Consumer Evaluation Processes Differ between Goods and Services," in J. H. Donnelly and W. R. George(Eds.), Marketing of Services, AMA, Chicago, IL., 186-190.
|
15 |
Morgan, Robert M. and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58(July), 20-38.
DOI
|
16 |
Llabre, M. M., S. Spitzer, S. M. S. Siegel, P. G. Saab, and N. Schneiderman(2004), "Applying Latent Growth Curve Modeling to the Investigation of Individual Differences in Cardiovascular Recovery from Stress," Psychosomatic Medicine, 66(1), 29-41.
DOI
|
17 |
McArdle, J. J. and D. B. Epstein(1987), "Latent growth curves within developmental structural equation models," Child Development, 58, 110-133.
DOI
|
18 |
Mills, P. K. and J. H. Morris(1986), "Client as 'Partial' Employees: Role Development in Client Participation," Academy of Management Review, 11(4), 726-735.
DOI
|
19 |
Mustak, M., E. Jaakkola, and A. Halinen(2013), "Customer Participation and Value Creation: A Systematic Review and Research Implications," Managing Service Quality, 23(4), 341-359.
DOI
|
20 |
Netemeyer, R. G., J. S. Boles, and McMurrian R. McKee DO(1997), "An Investigation into The Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context," Journal of Marketing, 61(3), 85-98.
DOI
|
21 |
Odekerken-Schroder, G., K. De Wulf, and P. Schumacher(2003), "Strengthening Outcomes of Retailer-Consumer Relationships: the Dual Impact of Relationship Marketing Tactics and Consumer Personality," Journal of Business Research, 56, 177-190.
DOI
|
22 |
Odekerken-Schroder, G., K. De Wulf, and K. E. Reynolds(2005), "A Cross-Cultural Investigation of Relationship Marketing Effectiveness In Retail Services: a Contingency Approach," Advances in International Marketing, 15, 33-73.
DOI
|
23 |
Czepiel, John. A.(1990), "Service Encounters and Service Relationships: Implications for Research," Journal of Business Research, 20(1), 13-21.
DOI
|
24 |
Palmatier, Robert W., Rajiv P. Dant, Dhruv Grewal, and Kenneth R. Evans(2006), "Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis," Journal of Marketing, 70(October), 136-153.
|
25 |
Cermak, Dianne S. P., K. M. File, and R. A. Prince(1994), "Customer Participation in Service Specification and Delivery," Journal of Applied Business Research, 10(2), 90-100.
DOI
|
26 |
Chan, K. W., C. K. Yim, and Simon S. K. Lam(2010), "Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures," Journal of Marketing, 74(May), 48-64.
DOI
|
27 |
Chervonnaya, O.(2003), "Customer Role and Skill Trajectories in Services," International Journal of Service Industry Management, 14(3), 347-363.
DOI
|
28 |
Claycomb, Cindy, Cynthia A. Lengnick-Hall, and Lawrence W. Inks(2001), "The Customer as a Productive Resource: A Pilot Study and Strategic Implications," Journal of Business Strategies, 18(Spring), 47-69.
|
29 |
De Wulf, K., Odekerken-Schroder, G. and Iacobucci, D.(2001), "Investments in Consumer Relationships: a Cross-Country and Cross-Industry Exploration", Journal of Marketing, 65(Oct), 33-50.
DOI
|
30 |
Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh(1987), "Developing Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27.
DOI
|
31 |
Edgett, S. and S. Parkinson(1993), "Marketing for Service Industries-A Review," The Service Industries Journal, 13(3), 19-29.
DOI
|
32 |
Ennew, Christine T. and Martin R. Binks (1999), "Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study," Journal of Business Research, 46, 121-132.
DOI
|
33 |
Fliming, J. H., C. Coffman, and J. K. Harter(2005), "Manage Your Human Sigma," Harvard Business Review, 83(7-8), 106-114.
|
34 |
김영찬(2006), "한국산업의 KCSI 점수가 기업 영업이익에 미치는 영향에 대한 종단적 연구," 고객만족경영연구, 8(1), 63-72.
|
35 |
Janet, Turner Parish, Betsy Bugg Holloway(2010), "Consumer Relationship Proneness: a Reexamination and Extension across Service Exchanges," Journal of Services Marketing, 24(1). 61-73.
DOI
|
36 |
Kline, R. B.(1998), Principles and Practice of Structural Equation Modeling, New York: Guilford Press.
|
37 |
Kline, R. B.(2005), Principles and Practices of Structural Equation Modeling, New York: Guilford.
|
38 |
Ganesan, Shankar(1994), "Determinants of Long-Term Orientation in Buyer-Seller Relationships," Journal of Marketing, 58 (April), 1-19.
DOI
|
39 |
서문식.안진우(2008), "서비스 산업에서의 고객참여 측정도구 개발: PARTICQUAL," 마케팅연구, 23(4), 105-135.
|
40 |
서문식.안진우(2009), "고객참여가 서비스접점에서 서비스제공자와의 상호작용과 감정적 요소에 미치는 영향-사회교환의 감정이론을 중심으로," 경영학연구, 38(4), 897-934.
|
41 |
서문식.천명환.안진우(2009), "기술적.기능적 고객의 역할에 의한 고객참여행동과 시민행동이 서비스 품질에 미치는 영향에 관한 연구," 마케팅관리연구, 14(4), 91-126.
|
42 |
안진우(2008), "관계마케팅 활동에서의 고객참여의 역할에 관한 연구-서비스 산업을 중심으로," 부산대학교 대학원, 경영학박사 학위논문.
|
43 |
안진우.김문태(2016), "고객참여의 접점종업원 직무성과에 미치는 영향-쌍방향적(dyadic) 접근," 마케팅관리연구, 21(1), 69-87.
|
44 |
안진우.김문태(2017), "서비스산업에서의 고객참여와 관계수명주기에 따른 그 변화," 기업경영리뷰, 8(3), 77-94.
|
45 |
한상린.유재원.공태식(2004), "고객의 참여행동과 시민행동이 서비스 품질지각과 재구매의도에 미치는 영향-비영리 대학교육 서비스를 중심으로," 경영학연구, 33(2), 473-502.
|
46 |
Ahn, J. and T. Rho(2016), "Influence of Customer-Firm Relationships on Customer Participation in the Service Industry," Service Business, 10(1), 113-133.
DOI
|