1 김소연, "판매원의 직무열의와 소진 : 고객요구-자원 모형의 개발" 한국서비스경영학회 15 (15): 81-106, 2014
2 Locke, E. A., "Work motivation and satisfaction : Light at the end of the tunnel" 1 (1): 240-246, 1990
3 Yagil, D., "When the customer is wrong : A review of research on aggression and sexual harassment in service encounters" 13 (13): 141-152, 2008
4 Fried, Y., "The validity of the job characteristics model : A review and meta-analysis" 40 (40): 287-322, 1987
5 Bitner, M. J., "The service encounter : Diagnosing favorable and unfavorable incidents" 54 (54): 71-84, 1990
6 Rutherford, B., "The role of the seven dimensions of job satisfaction in salesperson’s attitudes and behaviors" 62 (62): 1146-1151, 2009
7 Cropanzano, R., "The relationship of emotional exhaustion to work attitudes job performance, and organizational citizenship behavior" 88 (88): 160-169, 2003
8 Boswell, W. R., "The relationship between work related stress and work outcomes : The role of felt-challenge and psychological strain" 64 (64): 165-181, 2004
9 Mowday, R. T., "The psychology of the withdrawal process : A cross-validation test of Mobley’s intermediate linkages model of turnover in two Samples" 27 (27): 79-94, 1984
10 Fournier, C., "The moderating role of ethical climate on salesperson propensity to leave" 30 (30): 7-22, 2010
1 김소연, "판매원의 직무열의와 소진 : 고객요구-자원 모형의 개발" 한국서비스경영학회 15 (15): 81-106, 2014
2 Locke, E. A., "Work motivation and satisfaction : Light at the end of the tunnel" 1 (1): 240-246, 1990
3 Yagil, D., "When the customer is wrong : A review of research on aggression and sexual harassment in service encounters" 13 (13): 141-152, 2008
4 Fried, Y., "The validity of the job characteristics model : A review and meta-analysis" 40 (40): 287-322, 1987
5 Bitner, M. J., "The service encounter : Diagnosing favorable and unfavorable incidents" 54 (54): 71-84, 1990
6 Rutherford, B., "The role of the seven dimensions of job satisfaction in salesperson’s attitudes and behaviors" 62 (62): 1146-1151, 2009
7 Cropanzano, R., "The relationship of emotional exhaustion to work attitudes job performance, and organizational citizenship behavior" 88 (88): 160-169, 2003
8 Boswell, W. R., "The relationship between work related stress and work outcomes : The role of felt-challenge and psychological strain" 64 (64): 165-181, 2004
9 Mowday, R. T., "The psychology of the withdrawal process : A cross-validation test of Mobley’s intermediate linkages model of turnover in two Samples" 27 (27): 79-94, 1984
10 Fournier, C., "The moderating role of ethical climate on salesperson propensity to leave" 30 (30): 7-22, 2010
11 Maslach, C., "The measurement of experienced burnout" 2 (2): 99-113, 1981
12 Suhartanto, D., "The link between tourism involvement and service performance : Evidence from frontline retail employees" 83 (83): 130-137, 2018
13 Maia. Demerouti, E., "The job demands resources model of burnout" 86 (86): 499-512, 2001
14 Leiter, M. P., "The impact of interpersonal environment on burnout and organizational commitment" 9 (9): 297-308, 1988
15 Fornell, C., "Structural equation models with unobservable variables and measurement error : Algebra and statistics" 18 (18): 328-388, 1981
16 Anderson, J. C., "Structural equation modeling in practice : A review and recommended two-step approach" 103 (103): 411-423, 1988
17 Parasuraman, A., "SERVQUAL : A multiple-item scale for measuring customer perceptions of service quality" 64 (64): 12-40, 1988
18 Sheth, J. N., "Relationship marketing in consumer markets : Antecedents and consequences" 23 (23): 255-277, 1995
19 Nunnally, J. C., "Psychological theory" McGraw-Hill 1994
20 Baba, V. V., "Proactive personality and work performance in China : The moderating effects of emotional exhaustion and perceived safety climate" 26 (26): 23-37, 2009
21 LeBlanc, M. M., "Predictors and outcomes of workplace violence and aggression" 87 (87): 444-453, 2002
22 Zimmermann, B. K., "On the positive aspects of customers : Customer-initiated support and affective crossover in employee-customer dyads" 84 (84): 31-57, 2011
23 Lee, R. T., "On the meaning of Maslach’s three dimensions of burnout" 75 (75): 743-747, 1990
24 Demerouti, E., "Occupational health psychology: European perspectives on research, education and practice, 1" ISMAI Publications 83-111, 2006
25 Bowen, D. E., "Managing customers as human resources in service organizations" 25 (25): 371-383, 1986
26 Schmitz, C., "Managing customers and organizational complexity in sales organization" 78 (78): 59-77, 2014
27 Schneider, B., "Linking service climate and customer perception of service quality : Tests of causal model" 83 (83): 150-163, 1998
28 Crawford, E. R., "Linking job demands and resources to employee engagement and burnout : A theoretical extension and meta-analytic test" 95 (95): 834-848, 2010
29 Bakker, A. B., "Job resources buffer the impact of job demands on burnout" 10 (10): 170-180, 2005
30 Schaufeli, W. B., "Job demands, job resources, and their relationship with burnout and engagement : A multi‐sample study" 25 (25): 293-315, 2004
31 Bingham, J. B., "Job demands and job search among high level managers in the United States and Europe" 30 (30): 653-681, 2005
32 Price, L. L., "Going to extremes : Managing service encounters and assessing provider performance" 59 (59): 83-97, 1995
33 Netemeyer, R. G., "Examining the relationships between voting behavior, intention, perceived behavioral control, and expectation" 20 (20): 661-680, 1990
34 Lee, Y. H., "Emotional intelligence, emotional labor, coach burnout, job satisfaction, and turnover intention in sport leadership" 18 (18): 393-412, 2018
35 Jha, S., "Effects of frontline employee role overload on customer responses and sales performance : Moderator and mediators" 51 (51): 282-303, 2017
36 Yoon, M. H., "Effects of contact employee supports on critical employee responses and customer service evaluation" 18 (18): 395-412, 2004
37 Westman, M., "Effects of a respite from work on burnout : Vacation relief and fade-out" 82 (82): 516-527, 1997
38 Ogilvie, J., "Do sales and service compete? The impact of multiple psychological climates on frontline employee performance" 37 (37): 11-26, 2017
39 Singh, J., "Do organizational practices matter in role processes? A study of direct and moderating effects for marketing oriented boundary spanners" 60 (60): 69-86, 1996
40 Podsakoff, N. P., "Differential challenge stressor-hindrance stressor relationships with job attitudes, turnover intentions, turnover and withdrawal behavior : A meta-analysis" 92 (92): 438-454, 2007
41 Dormann, C., "Customer-related social stressors and burnout" 9 (9): 61-82, 2004
42 Dudenhoffer, S., "Customer-related social stressors : Meaning and consequences across service Jobs" 14 (14): 165-181, 2015
43 Bitner, M. J., "Customer contributions and roles in service delivery" 8 (8): 193-205, 1997
44 Hobfoll, S. E., "Conservation of resources : A new attempt at conceptualizing stress" 44 (44): 513-524, 1989
45 Korczynski, M., "Communities of coping : Collective emotional labour in service work" 10 (10): 55-79, 2003
46 Meyer, J. P., "Commitment to organizations and occupations : Extension and test of a three-component conceptualization" 78 (78): 538-551, 1993
47 Abbas, M., "Challenge-hindrance stressors and job outcomes: The moderating role of conscientiousness" 1-13, 2018
48 LePine, J. A., "Challenge and hindrance stress : Relationships with exhaustion, motivation to learn, and learning performance" 89 (89): 883-891, 2004
49 Sawyerr, O. O., "Call center employee personality factors and service performance" 23 (23): 301-317, 2009
50 Brislin, R. W., "Back-translation for cross-cultural research" 1 (1): 185-216, 1970
51 Yavas, U., "Attitudinal and behavioral consequences of work-family conflict and family-work conflict : Does gender matter?" 19 (19): 7-31, 2008
52 Ryan, A. M., "Attitudes and effectiveness : Examining relations at an organizational level" 49 (49): 853-882, 1996
53 Stock, R. M., "As they sow, so shall they reap : Customer’s influence on customer satisfaction at the customer interface" 42 (42): 440-414, 2014
54 Cavanaugh, M. A., "An empirical examination of self-reported work stress among US managers" 85 (85): 65-74, 2000
55 Van, D. W., "An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction" 57 (57): 437-444, 2004
56 Sager, J. K., "A structural model depicting salespeople’s job stress" 22 (22): 74-84, 1994
57 LePine, J. A., "A meta-analytic test of challenge stressor-hindrance stressor framework : An explanation for inconsistent relationships among stressors and performance" 48 (48): 764-775, 2005
58 Johnston, M. W., "A longitudinal assessment of the Impact of selected organizational influences on salespeople’s organizational commitment during early employment" 27 (27): 333-344, 1990
59 Netemeyer, R. G., "A cross-national model of job-related outcomes of work role and family role variables : A retail sales context" 32 (32): 49-60, 2004