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퍼스낼리티 유형에 따른 공정성 지각차이와 과거경험의 조절효과에 관한 연구

A Study on the Differences in the Perception of Justice Dimensions and adjustment effects of past experiences

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참고문헌 (27)

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  2. Abrams, M, "Winning and Dining the Whiners", Sales and Marketing Management, pp.73~75 (1999)
  3. Alan Mumford, "Four Approach to Learning from Experience", The Journal of Workplace Learning, 8(5), pp.22~29 (1996)
  4. Alexander, S, "The Role of Procedural and Distributive Justice in Organizational Behavior", Social Justice Research, (1), pp.177~198 (1987)
  5. Bies, R. J., "Interactional Fairness Judgement: The Influence of Causal Accounts", Social Justice Research, (1), pp.199~218 (1987)
  6. Bitner, M. J, "The Service Encounter : Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, (54), pp.71~84 (1990)
  7. Blodgett, J. G,, "The Effect of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior", Journal of Retailing, 73(2), pp.185~210 (1997)
  8. Blodgett, J. G, "The Effect of Perceived Justice on Negative Word-of-Mouth and Repat- ronage Intention", Journal of Retailing, (69), pp.399~428 (1993)
  9. Clemmer, E. C, "Fair Service", Advances in Service Marketing and Management,, (5), pp.109~126 (1996)
  10. Costa, P. T, "Personality in Adulthood: A Six-Year Longitudinal Study of Self-Reports and Spouse Ratings on the NEO Personality Inventory", Journal of Personality and Social Psychology, (54), pp.853~863 (1988)
  11. Doug-Woong Hahn, "A Factor Analysis of the Most Frequently Used Korean personality Trait Adjectives", European Journal of Personality, (13), pp.261~282 (1999)
  12. Goodwin, C, "Salient Dimensions of Perceived Fairness in Resolution of Service Complaints,", Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, (2), pp.87~92 (1989)
  13. Jacoby, J, "The Sources, Meaning, and Validity of Consumer Complaint Behavior: A Psychological Analysis", Journal of Retailing, (57), pp.4~24 (1981)
  14. Kassarjian, H. H, "Personality and Consumer Behavior: An Update", Perspectives in Consumer Behavior (1991)
  15. Kelly, S. W, "A Typology of Retail Failures and Recoveries", Journal of Retailing, (69), pp.429~452 (1993)
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  17. Mary A. Hocutt, "The Impact of Perceived Justice on Customer Satisfaction and Intention to Complain in a Service Recovery", Advances in Consumer Research, (24), pp.457~463 (1997)
  18. Mansfield, P. M, "Maintaining Consumer Relationships: An Analysis of Justice Evaluations and Consumer Actions in A Problem Resolution Process,", Unpublished doctoral dissertation. The University of Memphis
  19. Mooradian, T. A, "I Can't No Satisfaction: The Impact of Personality and Emotion on Postpurchase Processes", Psychology & Marketing, 14(4), pp.379~393 (1997)
  20. Parasuraman, A, "A Conceptual Model of Service Quality and its Implication for Future Research,", Journal of Marketing, (49), pp.41~50 (1985)
  21. Plummer, J. T, "How Personality Makes a Difference", Journal of Advertising Research, 40(6), pp.79~88 (2000)
  22. Richins, M. L, "Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study,", Journal of Marketing, (47), pp.68~78 (1983)
  23. Singh, J, "Consumer Complaint Intention and Behavior: Definition and Taxonomical Issues", Journal of Marketing,, (52), pp.93~107 (1988)
  24. Sak Onkvisit, "Consumer Behavior: Strategic and Analysis", Macmillan, pp.584~ (1994)
  25. Singh, J, "A Typology of Consumer Dissatisfaction Response Style", Journal of Retailing, (66), pp.57~99 (1990)
  26. Tax, Stephen S, "The Role of Perceived Justice in Complaint Resolution: Implications for Services and Relationship Marketing", Unpublished Doctoral Dissertation. Arizona State University, Ann Arbor (1993)
  27. Tax, Stephen S, "Customer Evaluation of Service Complaint Experiences: Implic- ations for Relationship Marketing", Journal of Marketing, 62(1), pp.60~76 (1998)

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