서비스 실패에서 사후 가정법 사고가 고객참여 수준에 따라 고객의 부정적 감정 및 사후반응에 미치는 영향

참고문헌 (Reference)

1 허태균, "왜 복권은 바꾸려 하지 않는가?: 예상되는 사후가정사고와 후회의 역할" 한국사회및성격심리학회 18 (18): 201-215, 2004

2 윤만희, "서비스고객의 개인가치와 서비스접점 특성이 고객참여행위에 미치는 영향" 한국마케팅관리학회 10 (10): 139-163, 2005

3 김성호, "서비스 실패에서 사후 가정법적 사고가 고객 반응에 미치는 영향에 관한 연구" 한국마케팅학회 22 (22): 45-58, 2007

4 허태균, "사후가정사고의 심리적 기능과 응용적 가치" 한국사회문제심리학회 8 (8): 171-190, 2002

5 이유재, "부정적 소비감정의 선행요인과 결과변수에 대한 연구 -후회감, 실망감을 중심으로 -" 한국소비자학회 16 (16): 103-128, 2005

6 이유재, "고객시민행동과 고객불량행동이 서비스품질지각과 고객만족 및 재구매의도에 미치는 영향" 한국마케팅학회 7 (7): 1-27, 2005

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