1 |
Cox, D., Cox, A. D., & Moschis, G. P. (1990). When consumer behavior goes bad: An investigation of adolescent shoplifting. Journal of Consumer Research, 17(Sep), 149-159.
DOI
ScienceOn
|
2 |
유통업계도 체리피커로 골머리. (2007, 9. 13), 이코노미21. 자료검색일 2010, 5. 26, 자료출처 www.economy21.co.kr
|
3 |
Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. The Journal of Services Marketing, 18(5), 339-357.
DOI
ScienceOn
|
4 |
Reynolds, K. L.. & Harris, L. C. (2005). When service failure is not service failure: An exploration of the forms and motives of illegitimate customer complaining. Journal of Services Marketing, 19(5), 321-335.
DOI
ScienceOn
|
5 |
Mitchell, V. W., Baiabanis, G., Schlegelmilch, B. B., & Corn. well, T. B. (2009). Measuring unethical consumer behavior across four countries. Journal of Business Ethics. 88(2), 395-412.
DOI
ScienceOn
|
6 |
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
DOI
ScienceOn
|
7 |
Budden, M. C., & Griffin Ill. T. F. (1996). Explorations and implications of aberrant consumer behavior. Psychology and Marketing, 13(8), 739-740.
DOI
ScienceOn
|
8 |
Denegri-Knott, J. (2006). Consumers behaving badly: Deviation or innovation? Power struggles on the web. Journal of Consumer Behavior, 5(1), 82-94.
DOI
ScienceOn
|
9 |
Tonglet, M. (2002). Consumer misbehaviour: An exploratory study of shoplifting. Journal of Consumer Behavior, 1(4), 336-354.
DOI
ScienceOn
|
10 |
Speights, D., & Hilinski. M. (2005). Return fraud and abuse: How to protect profits. Retailing Issues Newsletter, 17(1), 1-6.
|
11 |
Nyer, P. U. (1997). A study of the relationships between cognitive appraisals and consumer emotions. Journal of the Academy of Marketing Science, 25(4), 296-304.
DOI
ScienceOn
|
12 |
Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents and consequences. Psychological Bulletin, 119(2), 179-196.
DOI
ScienceOn
|
13 |
Harris. L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behavior. Journal of Service Research, 6(2), 144-161.
DOI
|
14 |
Krasnovsky, T., & Lane, R. C. (1998). Shoplifting: A review of the literature. Agression and Violent Behavior, 3(3), 219-35.
DOI
ScienceOn
|
15 |
Lovelock, C. (1994). Product plus: How product+service=competitive advantage. New York: McGraw-HilI.
|
16 |
Lovelock, C. (2001). Services marketling: People, technology, strategy (4th ed.). Sydney: Prentice-Hall.
|
17 |
Huefuer, J. C., Parry, B. L., Payne, C. R., Otto, S. D., Huff, S. C., Swenson, M. J., & Hunt, H. K. (2002). Consumer retaliation: Confirmation and extension. Journal of consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 114-127.
|
18 |
Huang, W., Lin, Y., & Wen. Y. (2010). Attributions and outcomes of customer misbehavior. Journal of Business Psychology, 25(1), 151-161.
DOI
ScienceOn
|
19 |
Huefner, J. C., & Hunt, K. H. (2000), Consumer retaliation as a response to dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 114-27.
|
20 |
Gordon, I. (2006). Relationship demarketing: Managing wasteful or worthless customer relationships. Ivey Business Journal Online, Mar/Apr, 1-4.
|
21 |
노정구, 김상조. (2002). 자아정체감 및 자극추구성향이 청소년 상점절도에 미치는 영향에 관한 탐색적 연구. 마케팅관리연구, 7(3), 155-175.
|
22 |
Godwin, B. F., Patterson, P. G., & Johnson, L. W. (1999). Consumer coping strategies with dissatisfactory service encounter: A preliminary investigation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 12, 145-154.
|
23 |
Fullerton, R. A., & Punj, G. (2004). Repercussions of promot. ing an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57(11), 1239-1249.
DOI
ScienceOn
|
24 |
Fowler, A. R. (2007). Hooligan's holiday: Rethinking deviant consumer behavior and marketing. Advances in Consumer Research, 34, 39-44.
|
25 |
Fulleton, R. A., & Punj, G. (1993). Choosing to misbehave: A structural model of aberrant consumer behavior. Advances in Consumer Research, 20, 570-574.
|
26 |
Fullerton, R. A., & Punj, G. (1997). What is consumer misbehavior? Advances in Consumer Research, 24, 336-339.
|
27 |
Berry, L. L., & Seiders, K. (2008). Serving unfair customers. Business Horizons, 51(1), 29-37.
DOI
ScienceOn
|
28 |
박경애. (2008). 비윤리적 고객 반품행동의 고찰: 유통업체 종업원 관점. 한국의류학회지, 32(9), 1356-1365.
과학기술학회마을
DOI
|
29 |
별별 좀도둑 다 있네, 머리 싸맨 대형마트. (2010, 4. 5). 매일신문. 자료검색일 2010, 4. 5, 자료출처 www.imaeil.com
|
30 |
금융권 디마케팅 강화하나. (2008, 12. 18). 한국금융신문. 자료검색일 2010, 5. 26, 자료출처 www.fntimes.com
|
31 |
구입하고 반품하고 훔치고, 40대 여 구속. (2009, 6. 3). 국민일보. 자료검색일 2010, 5. 26, 자료출처 www.kukinews.com
|
32 |
박경애. (2004). 문제고객에 대한 탐색적 연구: 서비스종업원의 관점에서. 한국의류산업학회지, 6(2), 177-183.
과학기술학회마을
|