서비스고객참여의 선행요인과 고객만족에 미치는 영향

키워드

참고문헌 (50)

1. "고객만족개념의 재정립", 1(4), pp.125~150 (1999)
2. 이유재, "고객만족 연구에 관한 종합적 고찰", 11(2), pp.139~166 (2000)
3. "고객의 참여행동과 시민행동이 서비스 품질지각과 재구매의도에 미치는 영향", 33(2), pp.473~502 (2004)
4. "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden", pp.53~66 (1994)
5. "Consumer Research in the Service Section in Emerging Perspective on Services Marketing", pp.63~64 (1983)
6. "Situational Variables and Consumer Behavior", 2(december), pp.157~164 (1975)
7. "Psychological Implications of Customer Participation in Co-Production", 67(january), pp.14~28 (2003)
8. "Servicescapes:The Impact of Physical Surroundings on Customers and Employees", 56(april), pp.57~71 (1992)
9. "Customer Contributions and Roles in Service Delivery International Journal of Service Industry Management", 8(3), pp.193~205 (1997)
10. "Development of a Taxonomy of Services to Gain Strategic Marketing Insights", 18(1), pp.43~49 (1990)
11. "Customer Participation in Service Specification and Delivery", 10(2), pp.90~97 (1994)
12. "Service Encounter Dimensions--A Dyadic Perspective:Measuring the Dimensions of Service Encounters as Perceived By Customers and Personnel", 8(1), pp.65~86 (1997)
13. "How to Improve Perceived Service Quality by Improving Customer Participation in Developments in Marketing Science Academy of Marketing Science", pp.483~487 (1996), Academy of Marketing Science
14. "Impact of Participative Service Relationships on Quality Journal of Business Research: An Exploratory Study", 46, pp.121~132 (1999)
15. "Interactive Marketing:The Influence of Participation on Positive Word-of-Mouth and Referrals", 6(4), pp.5~14 (1992)
16. "Evaluating Structural Models with Unobservable Variables and Measurement Error", 18(february), pp.39~50 (1981)
17. "Service Management and Marketing:A Customer Relationship Management Approach", new york (2000), Wiley.
18. "Customer Participation in Retail Service:Lessons from Brecht", 29(8), pp.359~369 (2001)
19. "A Structural Equation Test of the Value-Attitude-Behavior Hierarchy", 54(4), pp.638~646 (1988)
20. "Customer Co-Creation of Service Outcomes:Effects of Locus of Casuality Attributions" (1995), Arizona State University.
21. "Stimulus Condition Self-Selection by Males in the Interaction of Locus of Control and Skill-Chance Situations", 38, pp.50~56 (1980)
22. "Alternative Measurement Approaches to Consumer Values The List of Values Journal of Consumer Research", pp.405~409 (1986)
23. "Social Values and Social Change:Adaptation to Life in America", new york (1983), Praeger.
24. "Retail Customers as Partial Employees in Service Provision:A Conceptual Framework", 29(8), pp.370~378 (2001)
25. "Customer Participation in Service Production and Delivery Journal of Retailing", pp.315~335 (1990)
26. "On the Relationship Between Customer Participation and Satisfaction:Two Frameworks", 8(3), pp.206~219 (1997)
27. "Organization and Customer:Managing Design and Coordination of Services", 14(2), pp.213~233 (1989)
28. "Customer Contributions to Quality:A Different View of the Customer-Oriented Firm", 21(3), pp.791~824 (1996)
29. "Customer Participation and Satisfaction" (1996), Paul Chapman.
30. "An Approach to Environmental Psychology" (1974), MIT.
31. "Motivating the Client", Employee System as a Service Production Strategy, 1983, pp.8(2), 301~310
32. "Response Determinants in Satisfaction Judgments", 14(march), pp.495~507 (1988)
33. "Co-opting Customer Competence", 78(january-february), pp.79~87 (2000)
34. "Customer Participation in Service Production and Delivery in Advances in Services Marketing and Management", 9, pp.111~125 (2000), JAI Press
35. "The Nature of Human Values" (1973), Free Press.
36. "Understanding Human Values" (1979), Free Press.
37. "Generalized Expectancies for Internal Versus External Control of Reinforcement" (1966)
38. "Environmental Psychology", pp.651~688 (1982)
39. "Winning the Service Game" (1995), Harvard Business School Press.
40. "in Services Marketing in a Changing Environment", pp.117~121 (1985)
41. "Differentiation Through Customer Involvement in Production or Delivery", 10(2), pp.4~12 (1993)
42. "Customer Evaluations of Service Complaint Experiences:Implications for Relationship Marketing", 62(april), pp.60~76 (1998)
43. "A Critical Review of Consumer Satisfaction in Review of Marketing", pp.68~123 (1990)
44. "Customer Costs of Service Quality in Advances in Services Marketing and Management", pp.149~173 (1994), A Critical Incident Study JAI Press
45. "The Relationship Between Service Customers' Quality assurance Behaviors A Cost of Quality Perspective", 15, pp.19~32 (1997)
46. "Revisiting Customer Participation in Service Encounters: Does Culture matter?", 21, pp.109~120 (2003)
47. "Customer Participation in Service Encounters"
48. "This paper attempted to understand the conceptual nature of customer participation behaviors at service encounters and to examine empirically the antecedents and consequences of the participation behaviors. This study suggested three factors as antecedents of customer participation which include personal values . Also along with the outcome quality of service the participation behavior was proposed to take effect on customers' overall satisfa"
49. "An empirical analysis was done with data from customers that experienced oriental-medical clinic services in the last six months. A confirmatory factor analysis indicated that there exist three distinctive input dimensions underlying the participation behaviors. The empirical result showed satisfactory data-fit of proposed model and also supported four of the five research hypotheses. It was found that customer's external value"
50. "An empirical analysis was done with data from customers that experienced oriental-medical clinic services in the last six months. A confirmatory factor analysis indicated that there exist three distinctive input dimensions underlying the participation behaviors. The empirical result showed satisfactory data-fit of proposed model and also supported four of the five research hypotheses. It was found that customer's external value"

관련 논문AI추천