- 요약
- Ⅰ. 서론
- Ⅱ. 연구내용 및 방법
- Ⅲ. 연구결과
- Ⅳ. 연구결과의 기대효과 및 활용방안

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https://www.riss.kr/link?id=A99968113
2014
Korean
332
KCI등재
학술저널
1-23(23쪽)
28
0
상세조회0
다운로드목차 (Table of Contents)
참고문헌 (Reference)
1 구동모, "연구조사방법론" 학현사 322-, 2013
2 임채운, "연구논문/소매점의 서비스 유형이 소비자의 쇼핑가치 지각과 쇼핑만족에 미치는 영향" 11 (11): 169-192, 2000
3 이학식, "실용적/쾌락적 쇼핑 가치와 쇼핑만족" 28 (28): 505-538, 1999
4 이학식, "소비관련 감정, 만족, 그리고 제품태도간의 구조적 관계" 한국경영학회 30 (30): 1115-1142, 2001
5 윤남희, "사회적 책임활동에 대한 참여평가가 브랜드 동일시 및 구매가치지각에 미치는 영향과 조절초점의 조절효과" 한국의류학회 34 (34): 1515-1526, 2010
6 김상훈, "사회적 영향력과 모바일 서비스의 사용-확산, 그리고 지속적 사용 및 상표 전환의도 간의 관계에 대한 연구" 한국마케팅학회 12 (12): 1-24, 2010
7 이지은, "브랜드의 총체적 체험이 소비자-브랜드의 정서적 유대관계에 미치는 영향" 한국마케팅학회 12 (12): 53-81, 2010
8 박지혜, "감동 측정을 위한 척도의 개발" 한국마케팅학회 24 (24): 1-28, 2009
9 Escalas, Jennifer Edson, "You Are What They Eat : The Influence of Reference Groups on Consumer Connections to Brands" 13 (13): 339-348, 2003
10 Babin, Barry J, "Work and/or Fun : Measuring Hedonic and Utilitarian Shopping Value" 20 (20): 644-656, 1994
1 구동모, "연구조사방법론" 학현사 322-, 2013
2 임채운, "연구논문/소매점의 서비스 유형이 소비자의 쇼핑가치 지각과 쇼핑만족에 미치는 영향" 11 (11): 169-192, 2000
3 이학식, "실용적/쾌락적 쇼핑 가치와 쇼핑만족" 28 (28): 505-538, 1999
4 이학식, "소비관련 감정, 만족, 그리고 제품태도간의 구조적 관계" 한국경영학회 30 (30): 1115-1142, 2001
5 윤남희, "사회적 책임활동에 대한 참여평가가 브랜드 동일시 및 구매가치지각에 미치는 영향과 조절초점의 조절효과" 한국의류학회 34 (34): 1515-1526, 2010
6 김상훈, "사회적 영향력과 모바일 서비스의 사용-확산, 그리고 지속적 사용 및 상표 전환의도 간의 관계에 대한 연구" 한국마케팅학회 12 (12): 1-24, 2010
7 이지은, "브랜드의 총체적 체험이 소비자-브랜드의 정서적 유대관계에 미치는 영향" 한국마케팅학회 12 (12): 53-81, 2010
8 박지혜, "감동 측정을 위한 척도의 개발" 한국마케팅학회 24 (24): 1-28, 2009
9 Escalas, Jennifer Edson, "You Are What They Eat : The Influence of Reference Groups on Consumer Connections to Brands" 13 (13): 339-348, 2003
10 Babin, Barry J, "Work and/or Fun : Measuring Hedonic and Utilitarian Shopping Value" 20 (20): 644-656, 1994
11 Jones, Thomas O, "Why Satisfied Customers Defect" 73 (73): 88-99, 1995
12 Schneider, B, "Understanding customer delight and outrage" 41 (41): 35-45, 1999
13 Escalas, Jennifer Edson, "The why of consumption : Perspectives on consumer motives, goals, and desires" Routledge 237-258, 2000
14 Huffman, Cynthia, "The why of consumption : Contemporary perspectives on consumer motives, goals, and desires" Routledge 9-35, 2000
15 Holbrook Morris B, "The semiotics of consumption : interpreting symbolic consumer behavior in popular culture and works of art" Mouton De Gruyter 1993
16 Harrison-Walker, L. J, "The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents" 4 : 60-75, 2001
17 Cheng, Shirley Y. Y, "The Role of Self-Brand Connections in Brand Evaluations" 8 : 438-439, 2008
18 Villanueva, J, "The Impact of Marketing-Induced vs. Word-of-Mouth Customer Acquisition on Customer Equity" 45 (45): 48-59, 2008
19 Holbrook, Morris B, "The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun" 9 (9): 132-140, 1982
20 Johnson, Michael D, "The Evolution of Loyalty Intentions" 70 (70): 122-132, 2006
21 Verhoef, Pieter Cornelis, "The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased From a Multiservice Provider : Does Age of Relationship Matter" 30 (30): 202-216, 2002
22 Keiningham, Timothy, "The Customer Delight Principle" McGraw-Hill 2001
23 Schouten, John W, "Subcultures of Consumption: An Ethnography of the New Bikers" 22 (22): 43-61, 1995
24 Rust, Roland T, "Should We Delight the Customer" 28 (28): 86-94, 2000
25 Holbrook, Morris B, "Service Quality" Sage Publications 21-71, 1994
26 Escalas, Jennifer Edson, "Self-Construal, Reference Groups, and Brand Meaning" 32 (32): 378-389, 2005
27 Bergami, M, "Self-Categorization, Affective Commitment and Group Self-Esteem as Distinct Aspects of Social Identity in the Organization" 39 (39): 555-577, 2000
28 Kumar, A, "Role of interpersonal factors in delighting customers" 11 (11): 49-57, 2001
29 Belk, Russell W, "Possessions and the Extended Self" 15 (15): 139-168, 1988
30 Holbrook, Morris B, "Perceived Quality" Lexington Books 31-57, 1985
31 Escalas, Jennifer Edson, "Narrative processing : building connections between brands and the self" Duke University 1996
32 Escalas, Jennifer Edson, "Narrative Processing : Building Consumer Connections to Brands" 14 (14): 168-179, 2004
33 Voss, Kevin E, "Measuring the Hedonic and Utilitarian Dimensions of Consumer Attitude" 40 (40): 310-320, 2003
34 Oliver, R. L, "Measurement and evaluation of satisfaction processes in retail settings" 57 (57): 25-48, 1981
35 Smith Shaun, "Managing the customer experience" Pearson Education 2002
36 Advani, R, "Making the most of B2C wireless" 12 : 39-49, 2001
37 Reichheld, Frederick F, "Loyalty-Based Management" 71 : 64-73, 1993
38 Koo, Dong-Mo, "Inter-relationships among dominance, energetic and tense arousal, and pleasure, and differences in their impacts under online vs. offline environment" 27 (27): 1740-1750, 2011
39 Berman, B, "How to delight your customers" 48 (48): 129-151, 2005
40 Steenkamp, Jan-Benedict E. M, "How Country Characteristics Affect the Perceived Value of Web Sites" 70 (70): 136-150, 2006
41 Soscia, Isabella, "Gratitude, delight, or guilt: The role of consumers' emotions in predicting postconsumption behaviors" 24 (24): 871-894, 2007
42 Baylis, C. A, "Grading, Values, and Choice" 67 : 485-501, 1958
43 Zajonc, R. B, "Feeling and Thinking:Preference need no inferences" 35 : 151-175, 1980
44 Kumar, A, "Exploring alternative antecedents of customer delight" 14 : 14-26, 2001
45 Kumar, Anand, "Exploring Alternative Antecedents of Customer Delight" 14 : 14-26, 2001
46 Schmitt, Bernd H, "Experiential marketing: how to get customers to sense, feel, think, act, and relate to your company and brands" The Free Press 1999
47 Norman, Donald A, "Emotional Design: Why We Love (or Hate) Everyday Things" Basic Books 2004
48 Plutchik, R, "Emotion: Theory, Research, Experience, Volume 1 Theories of Emotion" Academic Press 3-33, 1980
49 Lazarus, R. S, "Emotion and Adaptation" Oxford University Press 1991
50 Hicks, Jessica M, "Delighted Consumers Buy Again, Journal of Consumer Satisfaction" 18 : 94-103, 2005
51 Chitturi, Ravindra, "Delight by Design : The Role of Hedonic and Utilitarian Benefits" 72 (72): 48-63, 2008
52 Ngobo, P.V, "Decreasing returns in customer loyalty: Does it really matter to delight the customers" 26 (26): 469-476, 1999
53 Alexander, M. Wayne, "Customer delight: A review" 14 (14): 39-53, 2010
54 Holbrook, Morris B, "Customer Value -A Framework For Analysis and Research" 23 (23): 138-142, 1996
55 Shankar, Venkatesh, "Customer Satisfaction and Loyalty in Online and Offline Environments" 20 (20): 153-175, 2003
56 Schmitt, Bernd H, "Customer Experience Management" John Wiley & Sons 2003
57 Oliver Richard L, "Customer Delight: Foundations, Findings, and Managerial Insight" 73 : 311-336, 1997
58 Keiningham, Timothy L, "Customer Delight and the Bottom Line" 8 (8): 57-63, 1999
59 Sheth, J, "Consumption values and market choices, theory and applications Cincinnati" South-Western Publishing Co 1991
60 Holbrook, Morris B, "Consumption experience, customer value, and subjective personal introspection : An illustrative photographic essay" 59 (59): 714-725, 2006
61 Fournier, Susan, "Consumers and Their Brands : Developing Relationship Theory in Consumer Research" 24 (24): 343-373, 1998
62 Holbrook Morris B, "Consumer research : introspective essays on the study of consumption" Sage Publications 1995
63 Sweeney, J. C, "Consumer perceived value : The development of a multiple item scale" 77 (77): 203-220, 2001
64 Holbrook, Morris B, "Consumer Value : A Framework for Analysis and Research" Routledge 1999
65 Blackwell, R.D, "Consumer Behavior" Thomson South-Western 2006
66 Pihlström, Minna, "Comparing the Perceived Value of Information and Entertainment Mobile Services" 25 (25): 732-755, 2008
67 Oliver, R. L, "Cognitive, affective, and attribute bases of the satisfaction responses" 20 (20): 418-430, 1993
68 Shaw Colin, "Building great customer experiences" Palgrave Macmillan 2002
69 Jacoby, Jacob, "Brand Loyalty : Measureme-nt and Management" John Wiley & Sons 1978
70 Meharabian, Albert, "An Approach to Environmental Psychology" MIT Press 1974
71 Bolton, R. N, "A Longitudinal Analysis of the Impact of. Service Changes on Customer Attitude" 55 (55): 1-9, 1991
72 White, Tiffany Barnett, "A Dynamic View of the Relationship between the Self and Consumer Contexts" 8 : 438-440, 2008
73 Bolton, R. N, "A Dynamic Model of Customers' Usage of Satisfaction" 36 (36): 171-186, 1999
신용카드에 대한 소비자들의 불만처리접점 평가와 만족이 고객애정과 신뢰에 미치는 영향
학술지 이력
| 연월일 | 이력구분 | 이력상세 | 등재구분 |
|---|---|---|---|
| 2026 | 평가 | 재인증평가 신청대상 (재인증) | |
| 2020-01-01 | 등재 | 등재학술지 유지 (재인증) | ![]() |
| 2017-01-01 | 등재 | 등재학술지 유지 (계속평가) | ![]() |
| 2013-01-01 | 등재 | 등재학술지 유지 (등재유지) | ![]() |
| 2010-01-01 | 등재 | 등재학술지 선정 (등재후보2차) | ![]() |
| 2009-01-01 | 등재 | 등재후보 1차 PASS (등재후보1차) | ![]() |
| 2007-01-01 | 등재 | 등재후보학술지 선정 (신규평가) | ![]() |
학술지 인용정보
| 기준연도 | WOS-KCI 통합IF(2년) | KCIF(2년) | KCIF(3년) |
|---|---|---|---|
| 2016 | 1.53 | 1.53 | 1.63 |
| KCIF(4년) | KCIF(5년) | 중심성지수(3년) | 즉시성지수 |
| 1.44 | 1.43 | 1.772 | 0.17 |