서비스 제공자의 비언어적 커뮤니케이션에 관한 연구

키워드

참고문헌 (91)

1. 김계수, "Amos 구조방정식 모형분석" (2001), Spss 아카데미
2. 김이태, "개인특성과 상사의 신뢰가 판매원의 노력 및 성과에 미치는 영향", Journal of Global Scholars of Marketing Science(마케팅과학연구), (11), pp.21~41 (2003), 한국마케팅과학회
3. 김용정, "대고객 관계마케팅에 관한 실증적 연구: 관계의지와 신뢰를 매개변수 효과를 중심으로", 1집, pp.21~42 (1998)
4. 김지현, "성인 초기 애착유형에 따른 자기개념과 자기기대감" (1999)
5. 김종호, "호텔서비스의 인적 서비스요인이 관계의 질 및 재이용의도에 미치는 영향에 관한 연구", Journal of Global Scholars of Marketing Science(마케팅과학연구), (12), pp.77~97 (2003), 한국마케팅과학회
6. 노형진, "Spss", Amos에 의한 사회조사분석, 2003, ~[DOI]
7. 이진용, "브랜드 경험에 대한 개념적 고찰과 실무적 시사점", 14(2), pp.215~242 (2003)
8. 이형석, "신용카드서비스의 고객만족요인에 관한 탐색적 연구", Journal of Global Scholars of Marketing Science(마케팅과학연구), (13), pp.29~47 (2004), 한국마케팅과학회
9. 장휘숙, "성인애착의 3범주 모델과 4범주 모델의 비교", 10(2), pp.123~138 (1997)
10. 최윤희, "비언어 행위와 사회적 영향에 관한 일 고찰", 8, pp.98~117 (2000)
11. Ainsworth, "Patterns of Attachment A Psychological Study of The Strang Situations" (1978)
12. Anderson, "The Use of Pledges to Build and Sustain Commitment in Distribution Channels Journal of Marketing Research"
13. Anderson, E. W., "Strengthening the Satisfaction-Profit Chain", 3(2), pp.107~120 (2000)
14. Anderson,J.and J.Narus, "A Model of Distributor Firm and Manufacturing Firm Working Partnership", 54(1), pp.42~58 (1990)
15. Aguinis,Herman, "Effects of Nonverbal Behavior on Perceptions of a Female Employee's Power Bases", 141(4), pp.537~549 (2001)
16. Argyle, "The Psychology of Interpersonal Behavior" (1983)
17. and Price, "Journal of Consumer Research", ar(uld), pp.24~45 (1993)
18. Aluahene-Gima,Kwaku, "When Does Trust Matter? Antecedents and Contigent Effects of Supervisee Trust on Performance in Selling New Products in China and the United States", 66(july), pp.61~81 (2002)
19. Bartholomew, "Avoidance of Intimacy Journal of Social and Personal Relationship", 7, pp.147~178 (1990)
20. Bartholomew, "Attachment Styles Among Young Adults A Test of a Four-Category Model Journal of Personality and Social Psychology", 61, pp.226~244 (1991)
21. Barnum,C.and N.Wolniansky, "Taking Cues From Body Language", june, pp.59~60 (1989)
22. Bays,M.A, "Behavioral Cues Interpersonal Warmth", 39(2), pp.333~339 (1972)
23. Beatty, S. E, "Customer-Sales Associate Retail Relationships", 72(2), pp.223~247 (1996)
24. Bendall-Lyon,Dawn, "The Impact of Structure and Process Attributes on Satisfaction and Behavioral Intentions", 18(2), pp.114~121 (2004)
25. Bitner, "Journal of Marketing", pp.71~84 (1990), The Service Encounter Diagnosing Favorable and Unfavorable Incidents
26. Bitner, "It's All About Promises Journal of The Academy of Marketing Sciences", 23, pp.246~251 (1995)
27. Bitner, "Journal of Marketing", pp.95~106 (1994)
28. Bolton, "A Multistage Model of Consumers' Assessment of Service Quality and Value Journal of Consumer Research", pp.375~384 (1991)
29. Calantone, Roger J, "Controllable Factors of New Product Success: A Cross-National Comparison", 15(4), pp.341~358 (1996)
30. In A, "Controlling the Floor in Conversation Multichannel Integrations of Nonverbal Behavior", pp.69~103 (1985)
31. Chamberlin,Carla R, "Nonverbal Behaviors and Initial Impressions of Trustworthiness in Teacher-Supervisor Relationships", 49(4), pp.352~264 (2000)
32. Christophel, "The Relationships Among Teacher Immediacy Behaviors", pp.323~340 (1990)
33. Cohen,G, "Age and Health Status in A Patient Satisfaction Survey", 42(7), pp.1085~1093 (1996)
34. Coulter, R. A., "A Typology of Customers' Relationships With Their Service Providers:Marketing Advances", pp.272~276 (2000), Athens, OH
35. Crosby, "Relationship Quality in Service Selling Journal of Marketing", pp.68~81 (1990)
36. Czepiel,J.A, "Service Encounters and Service Relationships:Implications for Research", 20(1), pp.13~21 (1990)
37. Czepiel, "Managing Relationships with Customers A Differentiation Philosophy of Marketing" (1990), CA; Jossey-Bass
38. Deighton, "Building Exchange Relationships by Managing Social Consensus Journal of Consumer Research", 21, pp.660~676 (1995)
39. Dolen, Willemijn, "Customer-Sales Employee Encounters: A Dyadic Perspective", 78, pp.265~279 (2002)
40. "Effect of Feedback on Verbal and Non-Verbal Courtesy in A Bank Setting", pp.147~156 (1987)
41. Ford, "Evaluation of The Indirect Influence of Courteous Service on Customer Discretionary Behavior", 22, pp.65~89 (1995)
42. Fournier, S, "Consumers and Their Brands: Developing Relationship Theory in Consumer Research", 24, pp.343~373 (1998)
43. Fournier, Susan, "Preventing the Premature Death of Relationship Marketing", 76, pp.42~51 (1998)
44. Frymier, "Perceived Teacher Affinity-Seeking in Relation to Perceived Teacher Credibility", pp.389~399 (1992)
45. Gabbott, Mark, "The Role of Non-Verbal Communication in Service Encounters: A Conceptual Framework", 17, pp.5~26 (2001)
46. Ganesan,S, "Determination of Long Term Orientation in Buyer-Seller Relationships", 58(2), pp.1~19 (1994)
47. Anderson, "An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment Journal of Marketing Research"
48. I, "An Investigation into The Joint Effects of Trust and Dependence on Relationship Commitment" (1994), 9432 Katholieke Universiteit
49. Gounaris, Spiros P., "Trust in Industrial Service Relationships:Behavioral Consequences, Antecedents and The Moderating Effect of The Duration of The Relationship", 16(7), pp.636~655 (2002)
50. Guerrero, L. K., "Associations Between Nonverbal Behaviors and Initial Impressions of Instructor Competence and Course Content in Videotaped Distance Education Course", 47, pp.30~42 (1998)
51. Gwinner, K.P, "Relational Benefits in Services Industries:The Customer's Perspective", 26, pp.101~114 (1998)
52. Hall, "What Patients Like About Their Medical Care and How Often They are Asked A Meta-Analysis of The Satisfaction Literature", 27(9), pp.935~939 (1988)
53. Hennig-Thurau, T, "A Relationship Marketing Perspective of Compliant Satisfaction in Service Settings: Some Development in Marketing, Summer Educator's Conference Proceedings", pp.206~213 (2001), American Marketing Association, Chicago, Il
54. Hennig-Thurau, T, "Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationships Quality", 4, pp.230~247 (2002)
55. Iaccobucci,D.and A.Ostrom, "Consumer Trade-Offs and The Evaluation of Services", 59(1), pp.17~28 (1995)
56. McAllister,Daniel J, "Affect and Cognitive Based Trust as Foundations for Interpersonal Cooperation in Organizations", 20(3), pp.24~59 (1995)
57. McKnight, "Initial Trust Formation in New Organizational Relationships Academy of Management Review", 23(3), pp.473~490 (1990)
58. Mehrabian,A, "Some Referents and Measures of Nonverbal Behavior", 1, pp.213~217 (1969)
59. Mittal, B., "The Role of Personalization in Service Encounters", 72(1), pp.95~109 (1996)
60. Mittal, V, "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions", 62(1), pp.33~47 (1998)
61. Moorman, "Factors Affecting Trust in Market Research Relationships Journal of Marketing", pp.81~101 (1993)
62. Morgan, "The Commitment-Trust Theory of Relationship Marketing Journal of Marketing", pp.20~38 (1994)
63. Myers, Matthew B, "Academic Insights: an Application of Multiple-Group Causal Models in Assessing Cross-Cultural Measurement Equivalence", 8(4), pp.108~121 (2000)
64. Oliva, "A Catastrophe Model for Developing Service Satisfaction Strategies Journal of Marketing Research", pp.170~182 (1992), MacMillan
65. Oliver, R .L, "Satisfaction: A Behavioral Perspective of The Consumer" (1997), McGraw-Hill,New York, NY
66. Reis, T. Harry, "Attachment and Intimacy: Component Process:Social Psychology, Handbook of Basic Principles", pp.523~563 (1996), New York, NY: the Guilford Press
67. A, "Understanding Customer Expectations of Service", pp.39~48 (1991)
68. Patterson, Paul G., "Relationship Benefits in Service Industries: A Replication in A Southeast Asian Context", 15(6), pp.425~443 (2001)
69. Price, L.L. and E.J. Arnould, "Commercial Friendships: Service Provider-Client Relationships in Context", 63(4), pp.38~56 (1999)
70. Price, "Going to Extremes Journal of Marketing", 59(1), pp.83~97 (1995)
71. Price, "Consumer's Emotional Responses to Service Encounters The Influence of The Service Provider International Journal of Service Management", 6(3), pp.34~63 (1995)
72. A, "Dress and Behavior of Customer Contact Employees A Framework for Analysis Advances in Services Marketing and management" (1993), JAI Press
73. Reidenbach, "Exploring The Perceptions of Hospital Operations by A Modified SERVQUAL Approach Journal of Health Care Marketing", pp.47~55 (1990)
74. Richmond, "Communication in The Classroom"
75. Ross, "The Importance of Patient Preferences in The Measurement of Health Care Satisfaction", pp.1138~1149 (1993)
76. Rust, "Return on Quality Journal of Marketing", 59, pp.58~70 (1995)
77. Scott, D., "Psycholographic Factors Underlying Satisfaction of Senior Adults With Ambulatory Health Care Provided by Physician:An Exploratory Study", 19(4), pp.467~492 (1997)
78. Simpson,Jeffry A, "Influence of Attachment Styles on Romantic Relationships", 59(5) (1990)
79. Solomon, "A Role Theory Perspective on Dyadic Interactions Journal of Marketing", pp.99~111 (1985)
80. A, "Journal of Marketing Research", pp.61~69 (1990)
81. Stern,B.B, "Advertising Intimacy: Relationship Marketing and The Services Consumer", 26, pp.7~19 (1997)
82. Sullivan,J.and R.Peterson, "Factors Associated With Trust in Japanese-American Joint Ventures", 22(2), pp.30~40 (1982)
83. Sundaram D. S., "The Role of Nonverbal Communication in Service Encounters", 14(5), pp.378~391 (2000)
84. Surprenant, "Predictability and Personalization in the Service Encounter Journal of Marketing", pp.86~96 (1987)
85. Thweatt, K. S., "The Impact of Teacher Immediacy and Misbehaviors on Teacher Credibility", 47, pp.348~358 (1998)
86. Thomson, Matthew, "The Ties That Bind: Measuring the Strength of Consumers' emotional Attachments to Brands", 15(1), pp.77~91 (2005)
87. Webster, C, "Service Consumption Criticality in Failure Recovery", 41, pp.153~159 (1998)
88. Willams, "Assessing Criteria of Consumer Satisfaction Across General Practice", pp.707~716 (1991)
89. Winsted,K.F, "The Service Encounter in Two Cultures:A Behavioral Perspective", 73(3), pp.337~360 (1997)
90. Zajonc,R.B, "Feeling and Thinking", 35(2), pp.151~175 (1980)
91. Zifko-Baliga, G. M., "Managing Perceptions of Hospital Quality", 17(1), pp.28~35 (1997)

관련 논문AI추천