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    서비스 공정성이 고객불량행동에 미치는 영향에 관한 연구 = 부정적 감정과 고객몰입의 매개효과

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    https://www.riss.kr/link?id=A100089661

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    참고문헌 (Reference)

    1 이유재, "서비스마케팅" 학현사 2004

    2 이유재, "서비스 조직과 고객의 교환관계가 고객시민행동에 미치는 영향에 관한 연구 - 고객 경험속성의 조절효과를 중심으로" in press 33 (33): 2004

    3 이유재, "불량고객의 유형과 전략적 관리" 36 (36): 115-139, 2002

    4 윤만희, "대학교육서비스에 대한 공정성 인식이 관계품질과 고객의 자발적 행위에 미치는 영향" 32 (32): 315-340, 2003

    5 이용기, "고객접점 종업원의 친사회적 행위에 대한 고객지각이 종업원 서비스품질 평가, 고객만족과 고객의 자발적 행위에 미치는 영향" 16 (16): 105-125, 2001

    6 한상린, "고객의 참여행동과 시민행동이 서비스 품질지각과 재매의도에 미치는 영향에 관한 연구 - 비영리 대학교육 서비스를 중심으로" 33 (33): 473-502, 2004

    7 George, "and Behavior in Groups Journal of Applied Psychology" 107-116, 1990

    8 Gordon, "Workplace Justice and Job Satisfaction as Predictors of Satisfaction with Union and Management Academy of Management Journal" 851-866, 1989

    9 Dunlop, Patrick, "Workplace Deviance, Organizational Citizenship Behavior, and Business Unit Performance: The Bad Appled Do Spoil the Whole Barrel" 25 : 67-80, 2004

    10 "What is Consumer Misbehavior?" 24 : 336-339, 1997b

    1 이유재, "서비스마케팅" 학현사 2004

    2 이유재, "서비스 조직과 고객의 교환관계가 고객시민행동에 미치는 영향에 관한 연구 - 고객 경험속성의 조절효과를 중심으로" in press 33 (33): 2004

    3 이유재, "불량고객의 유형과 전략적 관리" 36 (36): 115-139, 2002

    4 윤만희, "대학교육서비스에 대한 공정성 인식이 관계품질과 고객의 자발적 행위에 미치는 영향" 32 (32): 315-340, 2003

    5 이용기, "고객접점 종업원의 친사회적 행위에 대한 고객지각이 종업원 서비스품질 평가, 고객만족과 고객의 자발적 행위에 미치는 영향" 16 (16): 105-125, 2001

    6 한상린, "고객의 참여행동과 시민행동이 서비스 품질지각과 재매의도에 미치는 영향에 관한 연구 - 비영리 대학교육 서비스를 중심으로" 33 (33): 473-502, 2004

    7 George, "and Behavior in Groups Journal of Applied Psychology" 107-116, 1990

    8 Gordon, "Workplace Justice and Job Satisfaction as Predictors of Satisfaction with Union and Management Academy of Management Journal" 851-866, 1989

    9 Dunlop, Patrick, "Workplace Deviance, Organizational Citizenship Behavior, and Business Unit Performance: The Bad Appled Do Spoil the Whole Barrel" 25 : 67-80, 2004

    10 "What is Consumer Misbehavior?" 24 : 336-339, 1997b

    11 Mikula, "What People Regard as Unjust Type and Structures of Everyday Experiences of Injustice European Journal of Social Psychology" 133-149, 1989

    12 Folger, Robert, "Violence and Hostility at Work: A Model of Reactions to Perceived Injustice" American Psychological Association 51-85, 1996

    13 and Keith F, "Unidimensional Versus Domain Representative Parceling of Questionnaire Items" 757-765, 1994

    14 Little, Todd D, "To Parcel or Not to Parcel: Exploring the Question, Weighing the Merits" 9 (9): 151-173, 2002

    15 Vardi, Yoav, "The effects of organizational and ethical climates on misconduct at work" 29 (29): 325-337, 2001

    16 Lind, "The Social Psychology of Procedural Justice" Plenum Press 1988

    17 Kenhouse, Patrick Van, "The Relationship between Consumers' Unethical Behavior and Customer Loyalty in a Retail Environment" 44 : 261-278, 2003

    18 "The Quest for Justice on the Job: Essays and Experiments" Sage Publications 1996

    19 Fisher, "The New Look in Job Satisfaction Research and Theory How People Feel About their Jobs and How it Affects Their Performance" Lexington 165-194, 1992

    20 Kumar,, "The Effects of Supplier Fairness on Vulnerable Resellers Journal of Marketing Research" 32 (32): 348-356, 1995

    21 Blodgett, "The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions Journal of Retailing" 399-428, 1993

    22 Donna J. Hill, "The Effects of Distributive, and Interactional Justice on Postcomplaint Behavior" 73 (73): 185-210, 1997

    23 O'Reilly, "The Effects of Compliance and Internalization on Prosocial Behavior Journal of Applied Psychology" 492-499, 1986

    24 Watson, "The Dispostion to Experience Aversive Emotional States" 465-490, 1984

    25 Harris, Lloyd C, "The Consequences of Dysfunctional Customer Behavior" 6 (6): 144-161, 2003

    26 Bollen, "Structural Equations With Laten Variables" 1989

    27 Anderson, "Structural Equation Modeling in Practice" 411-423, 1988

    28 Lovelock, Christopher H, "Services Marketing People, Technology, Strategy" Prentice Hall 2001

    29 "Self-Reports in Organizational Research Journal of Management" 531-544,

    30 "Repercussions of Promoting an Ideology of Consumption: Consumer Misbehavior" 57 (57): 1239-1249, 2004

    31 Johnson, "Prevention in Business and Industry in Handbook on Crime and Delinquency Prevention" 279-301, 1987

    32 Poyner, "Preventing Violence to Staff" 1988

    33 Bolin, Aaron, "Predictors of Employee Deviance: The Relationship Between Bad Attitudes and Bad Behavior" 15 (15): 405-418, 2001

    34 Skarlicki, Daniel P, "Personality as Moderator in the Relationship Between Fairness and Retaliation" 42 (42): 100-108, 1999

    35 Heaven, P. C. L, "Personality and Self- reported Delinquency: Analysis of the 'Big Five' Personality dimensions" 20 : 47-54, 1996

    36 Kennedy, Daniel B, "Perception of Injustice as a Predictor of Support for Workplace Aggression" 18 (18): 323-336, 2004

    37 Jreskog, Karl G, "PRELIS 8: User's Reference Guide" Chicago: Scientific Software International 1999

    38 Lee, Kibeom, "Organizational Citizenship Behavior and Workplace Deviance: The Role of Affect and Cognitions" 87 (87): 131-142, 2002

    39 _______, "On the Evaluation of Structural Equation Models Journal of the Academy of Marketing Science" 74-94, 1988

    40 Hair, Josepth F, "Multivariate Data Analysis" Prentice Hall 1998

    41 March, "Multitrait- Multimethod Matrices in Consumer Research Journal of Consumer Research" 426-439, 1991

    42 Mills, "Motivating the Client/ Employee System as a Service Production Strategy Academy of Management Review" 301-310, 1983

    43 Maxham III, James G, "Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent" 78 : 239-252, 2002

    44 Marcus, Bernd, "Measuring Counterproductivity: Development and Initial Validation of a German Self-Report Questionnaire" 10 : 18-35, 2002

    45 Groth, Markus, "Managing Service Delivery on the Internet: Facilitating Customer's Coproduction and Citizenship Behavior in Service Organization" The University of Arizona. 2001

    46 Bowen, "Managing Customers as Human Resources in Service Organizations" 371-383, 1986

    47 Young, "Look to Consumers to Increase Productivity" 9-20, 1979

    48 Aquino, Karl, "Justice Constructs, Negative Affectivity, and Employee Deviance: A Proposed Model and Empirical Test" 20 (20): 1073-1091, 1999

    49 Cole, "Journal of Retailing" 107-120, 1989

    50 Bitner, "Journal of Marketing" 95-106, 1994

    51 "Journal of Consumer Research" 341-352, 1985

    52 Williams, "Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors Journal of Management" 601-617, 1991

    53 Ball, "Influences on Subordinate Performance and Citizenship Academy of Management Journal" 299-322, 1994

    54 Chebat, Jean-Charles, "How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations: an Empirical Study" 2003

    55 Bowen, Stephen W, "HRM and Service Fairness: How Being Fair with Employees Spills Over to Customers" 27 (27): 7-21, 1999

    56 Stephen W. Gilliland, "HRM and Service Fairness: How Being Fair with Employee Spills Over to Customers" 28 : 7-23, 1999

    57 Rose, Randall L, "From Rudeness to Road Rage : The Antecedents and Consequences of Consumer Aggression" 26 : 12-17, 1999

    58 Austin, "Freedom and Self-Interest in Intergroup Relations in The Social Psychology of Intergroup Relations" 20-37, 1979

    59 Wilkes, "Fraudulent Behavior by Consumers Journal of Marketing" 67-75, 1978

    60 Richard G. Netemeyer, "Firms Reaps What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling" 67 : 46-62, 2003.January

    61 Clemmer, E. C, "Fair Service" JAI Press 109-126, 1996

    62 Douglas, Scott C, "Exploring the Role of Individual Differences in the Prediction of Workplace Aggression" 86 (86): 547-559, 2001

    63 Hu, L., "Evaluating Model Fit" 1995

    64 Hoffman, K. Douglas, "Essentials of services marketing" Dryden Press 1997

    65 Bowers, "Employees as Customers Customers as Employees The Journal of Services Marketing" 55-69, 1990

    66 Greenberg, "Employee Theft as a Reaction to Underpayment Inequity the Hidden Costs of Pay Cuts Journal of Applied Psychology" 561-568, 1990

    67 Babin, Barry J, "Effects of Moral Cognitions and Consumer Emotions on Shoplifting Intentions" 13 (13): 785-793, 1996

    68 McFarlin, "Distributive and Procedural Justice as Predictors of Satisfaction with Personal and Organizational Outcomes Academy of Management Journal" 626-637, 1992

    69 Bennett, Rebecca J, "Development of a Measure of Workplace Deviance" 85 : 349-360, 2000

    70 Bettencourt, Lance A, "Customer Voluntary Performance: Customers as Partners in Service Delivery" 73 (73): 383-406, 1997

    71 Tax, Stephen S, "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing" 62 : 60-76, 1998.April

    72 William T. Faranda, "Customer Contributions and Roles in Service Delivery" 8 (8): 193-205, 1997

    73 Huefner, Jonathan C, "Consumer Retaliation as a Response to Dissatisfaction" 13 : 61-82, 2000

    74 Bies, "Communication Criteria of Fairness Research on Negotiation in Organizations" 43-55, 1986

    75 Fullerton, "Choosing to Misbehave a Structural Model of Aberrant Consumer Behavior Advances in Consumer Research" 570-574, 1993

    76 Hirschi, "Causes of Delinquency University of California Press" 1969

    77 Huiras, Jessica, "Career Jobs, Survival Jobs, and Employee Deviance: A Social Investment Model of Workplace Misconduct" 41 (41): 245-263, 2000

    78 "Can Consumer Misbehavior Be Controlled? A Critical Analysis of Two Major Control Techniques" 24 : 340-344, 1997a

    79 Kacmar, K. Michele, "Antecedents and Consequences of Organizational Commitment: A Comparison of Two Scales" 59 (59): 976-994, 1999

    80 Bougie, Roger, "Angry Customers Don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services" 31 (31): 377-393, 2003

    81 Clemmer, "An Investigation into the Relationships of Justice and Customer Satisfaction with Services in Justice in the Workplace Approaching Fairness in Human Resources Managment" cropanza : 1993193-207

    82 Spector, Paul E, "An Emotion-centered Model of Voluntary Work Behavior, Some Parallels Counterproductive Work Behavior and Organizational Citizenship Behavior" 12 : 269-292, 2002

    83 Richins, "An Analysis of Consumer Interaction Styles in the Marketplace Journal of Consumer Research" 73-82, 1983

    84 Arbuckle, James L, "Amos 4.0 User's Guide" SmallWaters Corporation 1999

    85 Browne, "Alternative Ways of Assessing Model Fit" 136-162, 1993

    86 Scher, "Affect and the Perception of Injustice" 223-252, 1993

    87 Mills, "Advances in Consumer Research" 682-686, 1981

    88 _______, "Advances in Consumer Research" bo (bo): 347-352, 1979

    89 Hollinger, "Acts against the Workplace" 53-75, 1986

    90 A, "Academy of Marketing Review" 710-725, 1986

    91 Churchill, "A Paradigm for Developing Better Measures of Marketing Constructs Journal of Marketing Research" 3-7, 1979

    92 Smith, Amy K, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery" 36 : 356-372, 1999

    93 Bagozzi, "A General Approach to Representing Multifaced Personality Constructs Application to State Self-esteem" 35-67, 1994

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    2020-01-01 등재 등재학술지 유지 (재인증) KCI등재
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