보험산업에서 윤리적 판매행동의 조절효과에 관한 실증연구: 서비스품질 - 만족도 - 충성도 간의 관계

키워드

참고문헌 (75)

1. 공지우, "보험서비스 품질의 만족도에 관한 실증적 연구", 경영컨설팅연구, 9(1), pp.109~123 (2009)
2. 김남걸, "기업의 사회적 책임활동이 직무관련태도에 미치는 영향", 기업경영리뷰, 2(2), pp.67~87 (2011), KNU 기업경영연구소
3. 김영주, "미디어 기업 종사자들의 윤리경영 인식에 관한 연구", 언론과학연구, 8(4), pp.299~335 (2008), 한국지역언론학회
4. 김학균, "생명보험사의 소비자지향성 성숙도 평가: 교보생명의 사례를 중심으로", 소비자학연구, 25(3), pp.201~220 (2014), 한국소비자학회
5. 문귀봉, "기업의 사회적 성과와 경제적 성과와의 관계에 관한 연구", 석사, 경영학, pp.1997
6. 박종오, "지각된 윤리적 판매행동이 고객만족, 고객신뢰, 고객충성도에 미치는 영향에 관한 연구", 경영과 정보연구, 29(1), pp.145~176 (2010), 대한경영정보학회
7. 지속가능경영 논의동향과 대응방안, "산업연구원", 산업정책연구원, ~ (2005)
8. 신호균, "유한킴벌리의 윤리 및 환경경영 사례연구", 로고스경영연구, 3(2), pp.67~90 (2005)
9. 안철경, "보험소비자의 충성도에 영향을 미치는 요인 연구", 보험금융연구, 20(1), pp.39~74 (2009), 보험연구원
10. 양승규, "기업의 윤리경영", 법과 기업 연구, 4(1), pp.3~16 (2014), 법학연구소
11. 양오석, "자국 은행과 외국계 은행에 대한 정보비대칭성이 은행 서비스품질-고객만족도-고객충성도 구조에 미치는 조절효과 연구", 대한경영학회지, 28(9), pp.2259~2276 (2015), 대한경영학회
12. 양오석, "경영연구를 위한 조절효과(Moderating Effect) 검증 방법에 대한 엄밀성 제고", 경영교육연구, 29(4), pp.249~291 (2014), 한국경영교육학회
13. 이경우, "변혁적 리더십과 윤리경영의 실천이 근로자의조직시민행동 및 조직몰입에 미치는 영향", 경영논총, 30, pp.181~211 (2009)
14. 이유재, "구매 후 만족도 평가, 기대의 조정, 재구매 의도의 흐름에 관한 연구 : 고객충성도의 조절효과를 중심으로", 소비자학연구, 13(3), pp.51~78 (2002), 한국소비자학회
15. 이종영, "기업윤리" (2007), 삼영사
16. 이태식, "CEO의 윤리경영 실천의지와 조직성과의 관련성에 관한 연구: CEO에 대한 신뢰의 매개효과를 중심으로", 대한경영학회지, 22(4), pp.2437~2457 (2009), 대한경영학회
17. 장석인, "다국적기업의 윤리경영과 기업성과에 관한 실증연구 - 한국주재 독일기업을 중심으로 -", 한독사회과학논총, 18(1), pp.247~283 (2008), 한독사회과학회
18. 전수일, "한국사회의 접대문화 개선 방안", 한국공공관리학보, 21(4), pp.253~277 (2007), 한국공공관리학회
19. 정진철, "3요인 윤리몰입과 지각된 조직 매력성의 관계성에 대한 의사소통 기회의 매개역할", 대한경영학회지, 20(2), pp.939~963 (2007), 대한경영학회
20. 보험소비자 가용정보 현황과 과제, "지범하", ~, pp.금융연구 Working Paper 12-09 (2012)
21. 생명보험업의 민원발생 유형 분석 및 소비자보호 강화방안, "지범하", 한국금융소비자학회, ~ (2013)
22. 최세진, "국내외 기업의 윤리경영 비교 연구 : 보험회사를 중심으로", 석사, 무역학, pp.2008
23. 최창복, "고객중시 마케팅-서비스기업의 경쟁력 강화 전략" (2012), 청람 출판
24. Acock, A. C., "Discovering structural equation modeling using Stata" (2013), Stata Press books
25. Alba, J. W., "The Influence of Prior Beliefs, Frequency Cues, and Magnitude Cues on Consumers’ Perceptions of Comparative Price Data", Journal of Consumer Research, 21(2), pp.219~235 (1994)
26. Alrubaiee, L., "Exploring the relationship between ethical sales behavior, relationship quality, and customer loyalty", International Journal of Marketing Studies, 4(1), pp.7~25 (2012)
27. Baron, R. M., "The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations", Journal of Personality and Social Psychology, 51(6), pp.1173~1182 (1986)
28. Bolton, R. N., "A longitudinal analysis of the impact of service changes on customer attitudes", The Journal of Marketing, 55(1), pp.1~9 (1991)
29. Bowen, J. T., "The relationship between customer loyalty and customer satisfaction", International Journal of Contemporary Hospitality Management, 13(5), pp.213~217 (2001)
30. Insurance Choices: Knowledge, Confidence and Competence of New York Consumers, Final Report, "Bristow, B. J.", Cornell University, ~ (2001)
31. Chen, M. F., "The impacts of ethical sales behaviour on customer loyalty in the life insurance industry", The Service Industries Journal, 29(1), pp.59~74 (2009)
32. Cheng, C. C., "A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator", African Journal of Business Management, 5(13), pp.5118~5126 (2011)
33. Chin, W. W., "Partial least squares is to LISREL as principal components analysis is to common factor analysis", Technology Studies, 2(2), pp.315~319 (1995)
34. Chin W. W., "Handbook of Partial Least Squares Concepts, Methods and Applications", pp.83~97 (2010), Springer Berlin Heidelberg
35. Chin, W. W., "Handbook of Partial Least Squares Concepts, Methods and Applications", pp.655~690 (2010), Springer Berlin Heidelberg
36. Cronin Jr, J. J., "Measuring service quality: a reexamination and extension", The Journal of Marketing, 56(3), pp.55~68 (1992)
37. Dekimpe, M. G., "Decline and variability in brand loyalty", International Journal of Research in Marketing, 14(5), pp.405~420 (1997)
38. Diamantopoulos, A., "Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration", British Journal of Management, 17(4), pp.263~282 (2006)
39. Dick, A. S., "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, 22(2), pp.99~113 (1994)
40. Dodds, W. B., "The effect of brand and price information on subjective product evaluations", Advances in Consumer Research, 12(1), pp.85~90 (1985)
41. Driver, C., "Understanding Service Customers The Value of Hard and Soft Attributes", Journal of Service Research, 4(2), pp.130~139 (2001)
42. Durvasula, S., "Forging relationships with services: the antecedents that have an impact on behavioural outcomes in the life insurance industry", Journal of Financial Services Marketing, 8(4), pp.314~326 (2004)
43. Florido, M., "Bancassurance in Europe", European Journal of Operational Research, 175, pp.1285~1299 (2002)
44. Fornell, C., "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, 18(1), pp.39~50 (1981)
45. Gefen, D., "Structural equation modeling and regression: Guidelines for research practice", Communications of the Association for Information Systems, 4(1), pp.1~77 (2000)
46. Grönroos, C., "A service quality model and its marketing implications", European Journal of Marketing, 18(4), pp.36~44 (1984)
47. Hammond, S. A., "The impact of prior firm financial performance on subsequent corporate reputation", Journal of Business Ethics, 15(2), pp.159~165 (1996)
48. Jaccard, J. J., "Interaction effects in multiple regression, University Paper Series on Quantitative Applications in the Social Sciences", pp.1~95 (1990), Sage Publications
49. Jain, S. K., "Measuring service quality: SERVQUAL vs. SERVPERF scales", Vikalpa, 29(2), pp.25~37 (2004)
50. Jones, M. A., "Transaction-specific satisfaction and overall satisfaction: an empirical analysis", Journal of Services Marketing, 14(2), pp.147~159 (2000)
51. Kang, G. D., "Service quality dimensions: an examination of Grönroos's service quality model", Managing Service Quality: An International Journal, 14(4), pp.266~277 (2004)
52. 김록영, "입원 환자 표본 개발에 관한 연구: 국민건강보험 청구자료를 중심으로", 보건행정학회지, 23(2), pp.152~161 (2013), 한국보건행정학회
53. Service quality: a study of quality dimensions, "Lehtinen, J. R.", Service Management Institute, ~ (1982)
54. Mehta, S. C., "MSS, MSA and zone of tolerance as measures of service quality: A Study of the Life Insurance Industry", Second International Services Marketing Conference, pp.4~5 (2002)
55. Miles, M. P., "Environmental marketing: a source of reputational, competitive, and financial advantage", Journal of Business Ethics, 23(3), pp.299~311 (2000)
56. Nicolaou, A. I., "Perceived information quality in data exchanges: Effects on risk, trust, and intention to use", Information Systems Research, 17(4), pp.332~351 (2006)
57. Oliver, R. L., "Whence consumer loyalty?", the Journal of Marketing, 63, pp.33~44 (1999)
58. Parasuraman, A., "SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality", Journal of Retailing, 64(1), pp.12~40 (1988)
59. Petter, S., "Specifying formative constructs in information systems research", Mis Quarterly, 31(4), pp.623~656 (2007)
60. Rai, A. K., "The antecedents of customer loyalty: An empirical investigation in life insurance context", Journal of Competitiveness, 5(2), pp.139~163 (2013)
61. Reichheld, F. F., "Loyalty-based management", Harvard Business Review, 71(2), pp.64~73 (1992)
62. Román, S., "The impact of ethical sales behaviour on customer satisfaction, trust and loyalty to the company: An empirical study in the financial services industry", Journal of Marketing Management, 19(9-10), pp.915~939 (2003)
63. Román, S., "Relationship outcomes of perceived ethical sales behavior: the customer's perspective", Journal of Business Research, 58(4), pp.439~445 (2005)
64. Sauer, P. L., "Using moderator variables in structural equation models", Advances in Consumer Research, 20(1), pp.637~640 (1993)
65. Sharma, S., "Identification and analysis of moderator variables", Journal of Marketing Research, 18(3), pp.291~300 (1981)
66. Siddiqui, M. H., "Measuring the customer perceived service quality for life insurance services: An empirical investigation", International Business Research, 3(3), pp.171~186 (2010)
67. Srivastava, M., "Investigating the mediating effect of customer satisfaction in the service quality–customer loyalty relationship", Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 26, pp.95~109 (2013)
68. Taylor, S. A., "Assessing the use of regression analysis in examining service recovery in the insurance industry: Relating service quality, customer satisfaction, and customer trust", Journal of Insurance Issues, 24(1, pp.2) (2001), 30~57
69. Consumers' insurance literacy, "Tennyson, S.", Networks Financial Institute at Indiana State University, 165~179 (2011)
70. Tennyson, S., "Consumers' insurance literacy: Evidence from survey data", Financial Services Review, 20(3), pp.165~179 (2011)
71. Thaler, R., "Mental Accounting and Consumer Choice", Marketing Science, 4(3), pp.199~214 (1985)
72. Tsoukatos, E., "Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance", Managing Service Quality: An International Journal, 16(5), pp.501~519 (2006)
73. Vazifehdust, H., "Factors influencing customer satisfaction with the success factors identified in the insurance industry", African Journal of Business Management, 7(21), pp.2026~2032 (2013)
74. Vinzi, V. E., "Handbook of partial least squares", pp.47~82 (2010), Springer Berlin Heidelberg
75. Waddock, S., "Corporate responsibility audits: Doing well by doing good", Sloan Management Review, 41(2), pp.75~83 (2000)

관련 논문AI추천