1 |
박경애. (2008). 비윤리적 고객반품행동의 고찰: 유통업체 종업원 관점. 한국의류학회지, 32(9), 1356-1365.
과학기술학회마을
DOI
|
2 |
Kalamas, M., Laroche, M., & Makdessian, L. (2008). Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures. Journal of Business Research, 61(8), 813-824.
DOI
ScienceOn
|
3 |
Reichheld, F. F. (1996). Learning from customer defection. Harvard Business Review, Mar/Apr, 56-69.
|
4 |
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
|
5 |
Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents and consequences. Psychological Bulletin, 119(2), 179-196.
DOI
ScienceOn
|
6 |
Jones, T. O., & Sasser, Jr. E. (1995). Why satisfied customers defect. Harvard Business Review, Nov/Dec, 88-99.
|
7 |
Huang, W, Lin, Y., & Won, Y. (2010). Attributions and outcomes of customer misbehavior. Journal of Business Psychology, 25(1), 151-161.
DOI
ScienceOn
|
8 |
Fullerton, R. A., & Punj, G. (1993). Choosing to misbehave: A structural model of aberrant consumer behavior. Advances in Consumer Research, 20, 570-574.
|
9 |
구입하고 반품하고 훔치고 40대 여 구속. (2009, 6. 3). 국민일보. 자료검색일 2010, 5. 27, 자료출처 www.kukinews.co.kr
|
10 |
Huefner, J. C., & Hunt, K. H. (2000). Consumer retaliation as a response to dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 114-127.
|
11 |
Beny, L. L., & Seiders, K. (2008). Serving unfair customers. Business Horizons, 51(1), 29-37.
DOI
ScienceOn
|
12 |
Gordon, l. (2006). Relationship demarketing: Managing wasteful or worthless customer relationships. lvey Business Journal Online, Mar/Apr, 1-4.
|
13 |
Budden, M. C., & Griffin III, T. F. (1996). Explorations and implications of aberrant consumer behavior. Psychology and Marketing, 13(8), 739-740.
DOI
ScienceOn
|
14 |
Bishop, V., Korczynski, M., & Cohen, L. (2005). The invisibility of violence: Constructing violence out of the job centre workplace in the UK. Work, Employment and Society, 19(3), 583-602.
DOI
ScienceOn
|
15 |
무개념에서 자린고비까지. (2010, 5. 13). 스포츠서울. 자료검색일 2010, 5. 23, 자료출처 www.sportsseoul.com
|
16 |
Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418.
DOI
ScienceOn
|
17 |
Gonzalez, G. R., Hoffman, D., & Ingram, T. N. (2005). Improving relationship selling through failure analysis and recovery efforts: A framework and call to action. Journal of Personal Selling and Sales Management, 25(1), 57-65.
|
18 |
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
|
19 |
Fullerton, R. A ., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57(11), 1239-1249.
DOI
ScienceOn
|
20 |
Fullerton, R. A., & Punj, G. (1997). What is consumer misbehavior? Advances in Consumer Research, 24, 336-339.
|
21 |
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
|
22 |
Vagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harrassment in service encounters. Aggression and Violent Behavior, 13(2), 141- 152.
DOI
ScienceOn
|
23 |
Woo, K., & Fock, H. K. Y. (2004). Retaining and divesting customers: An exploratory study of right customers, atrisk right customers, and wrong customers. The Journal of Services Marketing, 18(2/3), 187-197.
DOI
ScienceOn
|
24 |
Wirtz, J., & Kum, D. (2004). Consumer cheating on service guarantees. Journal of the Academy of Marketing Science, 32(2), 159-175.
DOI
ScienceOn
|
25 |
Weiner, B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(Dec), 382-387.
DOI
ScienceOn
|
26 |
Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customers' interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91(4), 971-978.
DOI
ScienceOn
|