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      서비스 신뢰와 충성도의 결정요인 및 발달과정에 대한 정성적 분석

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      https://www.riss.kr/link?id=A100089654

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      참고문헌 (Reference)

      1 이성수, "증권사에서 투자자와 투자상담사의 관계 발전에 관한 연구" 14 (14): 45-68, 1999

      2 정혜은, "소비자의 아름다움 추구행위(Beauty Seeking Behavior)에 관한 탐색적 연구: 남성의 치장과 여성의 화장, 성형 및 피트니스를 중심으로" 13 (13): 211-232, 2002

      3 홍성태, "소비자 행동의 이해" 법문사 2001

      4 이문규, "서비스 충성도의 결정요인에 관한 연구" 14 (14): 21-45, 1999

      5 이유재, "서비스 애호도와 의사애호도가 재구매의도에 미치는 영향에 관한 연구" 12 (12): 53-74, 2001

      6 김완석, "복합점수를 이용하는 소비자만족 측정법들의 준거타당도 연구" 9 (9): 63-81, 1998

      7 성영신, "매장에서의 고객-판매원의 관계형성에 관한 Naturalistic Inquiry" 10 (10): 41-69, 1999

      8 이두희, "고객만족도의 측정과 분석에 대한 체계적 고찰" 12 (12): 81-116, 1995

      9 Rushton, "“The Marketing of Services European Journal of Marketing" 23-44, 1989

      10 Cunningham, "“The Major Dimensions of Perceived Risk in Risk-taking and Information Handling in Consumer Behavior" Harvard University 82-108, 1967

      1 이성수, "증권사에서 투자자와 투자상담사의 관계 발전에 관한 연구" 14 (14): 45-68, 1999

      2 정혜은, "소비자의 아름다움 추구행위(Beauty Seeking Behavior)에 관한 탐색적 연구: 남성의 치장과 여성의 화장, 성형 및 피트니스를 중심으로" 13 (13): 211-232, 2002

      3 홍성태, "소비자 행동의 이해" 법문사 2001

      4 이문규, "서비스 충성도의 결정요인에 관한 연구" 14 (14): 21-45, 1999

      5 이유재, "서비스 애호도와 의사애호도가 재구매의도에 미치는 영향에 관한 연구" 12 (12): 53-74, 2001

      6 김완석, "복합점수를 이용하는 소비자만족 측정법들의 준거타당도 연구" 9 (9): 63-81, 1998

      7 성영신, "매장에서의 고객-판매원의 관계형성에 관한 Naturalistic Inquiry" 10 (10): 41-69, 1999

      8 이두희, "고객만족도의 측정과 분석에 대한 체계적 고찰" 12 (12): 81-116, 1995

      9 Rushton, "“The Marketing of Services European Journal of Marketing" 23-44, 1989

      10 Cunningham, "“The Major Dimensions of Perceived Risk in Risk-taking and Information Handling in Consumer Behavior" Harvard University 82-108, 1967

      11 "“The Lived Meaning of Free Choice An Existential-Phenomenological Description of Everyday Consumer Experiences of Contemporary Married Women Journal of Consumer Research" 346-361, 1990

      12 Morgan, "“The Commitment-Trust Theory of Relationship Marketing Journal of Marketing" 20-38, 1994

      13 Sheth, "“Risk-Reduction Processes in Repetitive Consumer Behavior Journal of Marketing Research" 307-310, 1968

      14 Denis S, "“Risk Perception and Risk Reduction in Consumer Services in Marketing of Services" 1981200-204

      15 Crosby, "“Relationship Quality in Service Selling Journal of Marketing" 68-81, 1990

      16 Moorman, "“Relationship Between Providers and Users of Market Research The Dynamics of Trust Within and Between Organizations Journal of Marketing Research" 314-328, 1992

      17 Leonard L, "“Refinement and Reassessment of the SERVQUAL Scale Journal of Retailing" 420-450, 1991

      18 Thompson, "“Putting Consumer Experience Back into Consumer Research The Philosophy and Method of Existential- Phenomenology Journal of Consumer Research" 133-146, 1989

      19 Peterson, "“Perceived Risk and Price-Reliance Schema as Price-Perceived Quality Mediators" Lexington Lexington Books 1985

      20 Valarie A, "“How Consumer Evaluation Processes Differ Between Goods and Services in Marketing of Services" 1981186-190

      21 George, "“Guidelines for the Advertising of Services" 52-56, 1981

      22 Czepiel, "“Exploring the Concept of Loyalty in Services Integrating for Competitive Advantages" 91-94, 1987

      23 유창조, "“Ethnographic 접근방식을 통한 쇼핑행위에 관한 탐색적 연구 감정의 다양성 동기의 다양성” 소비자학연구" 45-62, 1994

      24 Bowen, "“Development of a Taxonomy of Services to Gain Strategic Marketing Insights Journal of the Academy of Marketing Science" 43-49, 1990

      25 "“Determinants of Long- Term Orientation in Buyer-Seller Relationship Journal of Marketing" 1-19, 1994

      26 Lee, "“Contingency Approach to Strategies for Service Firms Journal of Business Research" 293-301, 1989

      27 Roselius, "“Consumer Rankings of Risk Reduction Methods Journal of Marketing" 56-61, 1971

      28 "“Consumer Perceptions of Price A Means-End Model and Synthesis of Evidence Journal of Marketing" 2-22, 1988

      29 Lovelock, "“Classifying Services to Gain Strategic Marketing Insights Journal of Marketing" 9-20, 1983

      30 Lynn, "“Breaking Free from Product Marketing Journal of Marketing" 73-80, 1977

      31 _______, "“An Analysis of Shopper Dissatisfaction for Major Household Appliances Journal of Marketing Research" 456-466, 1978

      32 Westbrook, "“A Rating Scale for Measuring Product/Service Satisfaction Journal of Marketing" 68-72, 1980

      33 A, "“A Conceptual Model of Service Quality and Its Implications for Future Research Journal of Marketing" 41-50, 1985

      34 Snyder, "in Creativity in Services Marketing" illi (illi): 44-48, 1986

      35 Mittal, Banwari, "Why Do Customers Switch? The Dynamics of Satisfaction Versus Loyalty" 12 (12): 177-194, 1998

      36 Huff, Lenard C, "Toward an Integrated Model of Consumer Trust Formation" University of Hawaii at Manoa 2000

      37 Dick, "Toward an Integrated Conceptual Framework Journal of the Academy of Marketing Science" 99-113, 1994

      38 Garbarino, Ellen, "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships" 63 (63): 70-87, 1999

      39 Chaudhuri, Arjun, "The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty" 65 (65): 81-93, 2001

      40 Jones, Michael A, "Switching Barrier and Repurchase Intentions in Services" 76 (76): 259-274, 2000

      41 Richard A, "Service Recovery: Impact on Satisfaction and Intentions" 9 (9): 15-23, 1995

      42 Javalgi, Rajshekhar Raj G, "Service Loyalty: Implications for Service Providers" 11 (11): 165-179, 1997

      43 Bejou, David, "Service Failure and Loyalty: An Exploratory Empirical Study of Airline Customers" 12 (12): 7-22, 1998

      44 Oliver, Richard L., "Satisfaction: A Behavioral Perspective on the Consumer" McGraw-Hill 1997

      45 David Glen Mick, "Rediscovering Satisfaction" 63 (63): 5-23, 1999

      46 "Reconciling Performance- Based and Perceptions Minus Expectations Measurement of Service Quality Journal of Marketing" 125-131, 1994

      47 Frederick F, "Quality Comes to Services" 105-111, 1990

      48 Ruyter, Ko de, "On the Relationship Between Perceived Service Quality and Switching Costs" 9 (9): 436-455, 1998

      49 Bloemer, Josee, "Linking Perceived Service Quality and Service Loyalty: A Multi-dimensional Perspective" 33 : 1082-1106, 1999

      50 Lane Kelley, "Levels of Organizational Trust in Individualist Versus Collectivist Societies: A Seven-Nation Study" 14 (14): 81-90, 2003

      51 Avery M, "Journal of Retailing" 398-419, 1992

      52 Cronin, "Journal of Marketing" 55-68, 1992

      53 Bitner, "Journal of Marketing" Diagnosing Favorable and Unfavorable Incidents 71-84, 1990

      54 Suh, Jaebeom, "How Do People from Different Cultures Develop Trust in Service Provider?" American Marketing Association. 1999

      55 Burton, Jamie, "Does Service Failure Influence Customer Loyalty" 1 (1): 217-227, 2002

      56 Ryan, Michael J, "Diagnosing Customer Loyalty Drivers" 11 (11): 19-26, 1999

      57 Bendapudi, Neeli, "Customers' Motivations for Maintaining Relationships with Service Providers" 73 (73): 15-37, 1997

      58 Keaveney, "Customer Switching Behavior in Service Industries: An Exploratory Study" 59 (59): 71-82, 1995

      59 Kennedy, Mary Susan, "Consumers' Trust of Salesperson and Manufacturer: An Empirical Study" 51 (51): 73-86, 2001

      60 Fournier, Susan, "Consumers and Their Brands: Developing Relationship Theory in Consumer Research" 24 (24): 343-373, 1998

      61 Sirdeshmukh, Deepak, "Consumer Trust, Value, and Loyalty in Relational Exchanges" 66 (66): 15-37, 2002

      62 Doney, Patricia M, "An Examination of the Nature of Trust in Buyer-Seller Relationships" 61 (61): 35-51, 1997

      63 _______, "A Viable Basis for Growth? Journal of Services Marketing" 24-35, 1993

      64 "A Multi-Item Scale for Measuring Consumer Perceptions for Service Quality Journal of Retailing" 12-40, 1988

      65 Hill, "A Framework to Its Effectiveness The Journal of Services Marketing" 63-76, 1992

      66 Cunningham, Lawrence F, "A Customer-Based Taxonomy of Services: Implications for Service Markets" 6 : 189-202, 1997189-202

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