서비스 종사자의 유머가 고객의 심리적 반응에 미치는 영향에 관한 연구

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참고문헌 (113)

1. 김운섭, "유머 형성 요인과 반복성이 유머 반응에 미치는 영향: 신경학적 기제를 중심으로", 한국심리학회지: 소비자·광고, 10(4), pp.633~662 (2009), 한국소비자·광고심리학회
2. 김미정, "서비스회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로", 마케팅연구, 28(3), pp.151~176 (2013), 한국마케팅학회
3. 김상희, "서비스접점에서 판매원 언어적·비언어적 커뮤니케이션이 고객감정과 행동의도에 미치는 영향 - 정서감염현상을 중심으로 -", 소비자학연구, 18(1), pp.97~131 (2007), 한국소비자학회
4. 김상희, "판매원의 서비스는 꾸며진 것인가? 진정한 것인가?: 판매원의 감정노동에 관한 고객의 지각된 진정성(authenticity)이 서비스품질평가에 미치는 영향", 마케팅연구, 24(3), pp.1~33 (2009), 한국마케팅학회
5. 김상희, "소비자의 정서적 즐거움과 인지적 즐거움: 인지와 감정의 동적관계", 경영학연구, 40(2), pp.255~295 (2011), 한국경영학회
6. 민은경, "타인의 고통과 공감의 원리", 철학사상, 27(27), pp.67~90 (2008), 철학사상연구소
7. 이동섭, "긍정심리자본의 선행요인과 결과에 관한 연구", 경영학연구, 39(1), pp.1~28 (2010), 한국경영학회
8. 임창희, "감정노동 작업장에서의 유머와 신뢰의 역할: 직무요구-자원 모형의 확장", 조직과 인사관리연구, 33(2), pp.111~143 (2009), 한국인사관리학회
9. 임창희, "유머와 소진 간의 관계에서 정서성향의 매개역할에 관한 연구", 인적자원관리연구, 19(2), pp.103~122 (2012), 한국인적자원관리학회[DOI]
10. 윤민철, "유머의 유형 분류에 관한 고찰 - 유머의 원리와 구조를 중심으로 -", 우리말연구, (27), pp.266~299 (2010), 우리말학회
11. 윤만희, "서비스 종업원의 감정표현과 진정성이 관계품질에 미치는 영향 - 레포의 매개적 역할 -", 경영학연구, 39(6), pp.1391~1423 (2010), 한국경영학회
12. 이옥희, "서비스제공자의 비언어적 커뮤니케이션이 신뢰와 전환장벽 및 재구매의도에 미치는 영향", 한국의류산업학회지, 14(5), pp.803~810 (2012), 한국의류산업학회
13. 이지훈, "온·오프라인 매장 쇼핑고객의 지배력, 환기, 즐거움 등 감정요인간의 인과관계와 이들 요인이 행동의도에 미치는 영향의 차이 분석", 마케팅관리연구, 16(1), pp.89~123 (2011), 한국마케팅관리학회
14. 최용득, "리더의 유머사용과 구성원의 성과 및 행복: 리더신뢰의 조절효과와 긍정심리자본의 매개효과", 경영학연구, 41(3), pp.575~605 (2012), 한국경영학회[DOI]
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