1 |
Fullerton, R. A., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: Consumer misbehavior. Journal of Business Research, 57(11), 1239-1249.
DOI
|
2 |
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
|
3 |
Huang, W., Lin, Y., & Won, Y. (2010). Attributions and outcomes of customer misbehavior. Journal of Business Psychology, 25(1), 151-161.
DOI
|
4 |
Huefner, J. C., & Hunt, K. H. (2000). Consumer retaliation as a response to dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, 61-82.
|
5 |
Huefner, 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.
|
6 |
Kalamas, M., Laroche, M., & Makdessian, L. (2008). Reaching the boiling point: Consumers' negative affective reactions to firmattributed service failures. Journal of Business Research, 61(8), 813-824.
DOI
|
7 |
Menton, K. & Dube, L. (2004). Service provider responses to anxious and angry customers: Different challenges, different payoffs. Journal of Retailing, 80(3), 229-237.
DOI
|
8 |
Moore, R., Moore, M. L., & Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Service Marketing, 19(7), 482-491.
DOI
|
9 |
Nyer, P. U. (1997). A study of relationships between cognitive appraisals and consumption emotions. Journal of the Academy of Marketing Science, 25(4), 296-304.
DOI
|
10 |
Otto, S. D., Parry, B. L., Payne, C. R., Huefner, J. C., & Hunt, H. K. (2004). When consumers get upset: Modelling the cost of store avoidance. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 42-53.
|
11 |
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
|
12 |
당신 이름 뭐야, 목소리 큰 고객이 대접받는다? (2009, 1. 17). 매일 신문. 자료검색일 2010, 6. 17, 자료출처 www.imaeil.com
|
13 |
박경애. (2010). 유통환경에서의 고객 부정행동 고찰: 유통업체 종업원 관점. 한국의류학회지, 34(7), 1220-1231.
과학기술학회마을
DOI
|
14 |
이통사 불만고객 차량 몰고 대리점 돌진. (2010, 4. 19). 폴리뉴스. 자료검색일 2010, 6. 17, 자료출처 http://polinews.co.kr
|
15 |
Wu, C. H. (2008). The influence of customer-to-customer interactions and role typology on customer reaction. The Service Industries Journal, 28(10), 1501-1513.
DOI
|
16 |
Rose, R. L. (1999). From rudeness to road rage: The antecedents and consequences of consumer aggression. Advances in Consumer Research, 26, 12-17.
|
17 |
Roseman, I. J., Antouiou, A. A., & Jose, P. E. (1996). Appraisal determinants of emotions: Constructing a more accurate and comprehensive theory. Cognition and Emotion, 10(3), 241-227.
DOI
ScienceOn
|
18 |
Weiner, B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(12), 382-387.
DOI
|
19 |
Yagil, 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
|
20 |
Bonifield, C., & Cole, C. (2007). Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters, 18(1/2), 85-99.
DOI
|
21 |
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, They get back: The experience and behavioral implications of anger and dissatisfaction in services. Academy of Marketing Science Journal, 31(4), 377-393.
DOI
|