1 |
김상현, 오상현. (2002). 고객 만족 결정요인에 관한 연구: 고객가치, 고객만족, 전환비용, 대안의 매력도. 마케팅연구, 17(2), 25-55.
|
2 |
박종희, 최우리. (2007). 소비자 관점에서 소비자참여가 서비스 품질 및 만족에 미치는 영향. 소비문화연구, 10(4), 1-29.
|
3 |
오경숙, 박은주. (2004). 미용서비스의 과정적, 결과적 품질과 소비자 만족에 관한 연구. 복식분화연구, 10(4), 350-363.
|
4 |
유창조. (1996). 쇼핑행위의 경험적 측면: 쇼핑 시 느끼는 기분이나 감정이 매장 태도와 구매의사에 미치는 영향에 관한 연구. 소비자학연구, 7(1), 51-73.
|
5 |
유창조, 현소은, 전중옥. (1997). 매장의 특징, 매장 내 감정 및 쇼핑 행위에 관한 구조적 연구. 마케팅연구, 12(2), 1-27.
|
6 |
윤만희, 김정섭, 김지한. (2004). 서비스 고객의 개인가치와 서비스접점 특성이 고객참여행위에 미치는 영향. 마케팅관리연구, 10(1), 139-163.
|
7 |
이유재, 공태식. (2005). 고객시민행동과 고객불량행동이 서비스 품질지각과 고객만족 및 재구매 의도에 미치는 영향. 한국마케팅저널, 7(3), 1-27.
|
8 |
한동철. (1998). 소매업의 고객 자발적 성과에 대한 연구. 유통연구, 3(1), 55-69.
|
9 |
한상린, 유재원, 공태식. (2004). 고객의 참여행동과 시민행동이 서비스 품질지각과 재구매 의도에 미치는 영향 : 대학교육 서비스를 중심으로. 경영학연구, 33(2), 473-502.
|
10 |
Bateson, J. E. G. (1985). Self Service Consumer: An Exploratory Study. Journal of Retailing, 61(3), 49-76.
|
11 |
Bendapudi, N., & Leone, R. P. (2003). Psychological Implications of Customer Participation in Co-Production. Journal of Marketing, 67(January), 14-28.
DOI
|
12 |
Bettencourt, L. A. (1997). Customer Voluntary Performance: Customers As Partners In Service Delivery. Journal of Retailing, 73(1), 383-406.
DOI
|
13 |
Bowen, D. E. (1986). Managing Customer as Human Resources in Service organization. Human Resource Management, 25(3), 370-383.
|
14 |
Bowers, C. L., & Luke, M. A. (1990). Trading Places: Employees as Customers, Customers as Employees. The Journal Of Service Marketing, 4(2), 55-69.
DOI
|
15 |
Eennew, C. T., & Binks, M. R. (1996). Good and Bad Customers: The Benefits of Participating in the Banking Relationship. International Journal of Bank Marketing, 14(2), 5-13.
DOI
ScienceOn
|
16 |
Gremler, D. D., & Gwinne K. (2000). Customer-Employee Rapport in Service Relationships. Journal of Service Research, 3(1), 82-104.
DOI
ScienceOn
|
17 |
Gronroos, C. (1984). A Service Quality Model and Its Marketing Implication. European Journal of Marketing, 18(4), 36-44.
DOI
|
18 |
Kellogg, D. L., Youngdahl, W. E., & Bowen, D. E. (1997). On the Relationship Between Customer Participation and Satisfaction: Two Frameworks. International Journal of service Management, 8(3), 206-219.
DOI
ScienceOn
|
19 |
Hsieh, A. T., & Chang. W. T. (2004). The Effect of Consumer Participation. The Journal of Consumer Affairs, 38(2), 282-296.
DOI
ScienceOn
|
20 |
Kellogg, D. L., & Chase, R. D. (1995). Constructing an Empirically Derived Measure for Customer Contact. Management Science, 41(11), 1734-1749.
DOI
ScienceOn
|
21 |
Kelly, S. W., Donnelly J. E., & Skinner, S. J. (1990). Customer Participation in Service Production and Delivery. Journal of Retailing, 66(1), 315-335.
|
22 |
Kelly, S. W., Donnelly J. E., & Skinner, S. J. (1992). Organizational Socialization of Service Customers. Journal of Business Research, 25(1), 197-214.
DOI
|
23 |
Lovelock, C. H., & Young, R. F. (1979). Look to consumers to increase productivity. Harvard Business Review, (May-June), 168-178.
|
24 |
Miller, P. R., & Monge, D. W. (1986). Participation, Satisfaction, and Productivity: A Meta-Analysis Review. An Academy of Management Journal, 29(4), 727-753.
DOI
ScienceOn
|
25 |
Mills, P. K., & Morris, J. H. (1986). Clients as Partial Employees of Service Operations: Role Development in Client Participation. The Academy of Management Review, 7(3), 467-468.
|
26 |
Parasuraman, A., .Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing, 64(1), 12-40.
|
27 |
Rodie, A. R., & Kleine, S. S. (2000). Customer Participation in Services Production and Delivery, in T. A. Swartz and D. Iacobucci(Eds.), Handbook of Service Marketing and Management, Thousand Oaks, CA, Sage, 111-125.
|
28 |
Youngdahl, W. E., & Kellogg, D. L. (1997). The Relationship Between Service Customers' Quality Assurance Behaviors, Satisfaction, and Effort: A Cost of Quality Perspective. Journal of Operations Management, 15(1), 19-32.
DOI
ScienceOn
|
29 |
Silpakit, P., & Fisk, R. P. (1985). Participatizing the Service Encounter: A Theoretical Framwork, in Block, T. M., G. D. Upah, and V. A. Zeithaml(Eds.), Service Marketing in a Changing Environment, American Marketing Association, Chicago, IL, 117-121.
|
30 |
Yoo, C. J., Park, J. H., & Maclnnis, D. J. (1998). Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude. Journal of Business Research, 42(3), 253-263.
DOI
ScienceOn
|