감정처리 프로세스와 적응적 판매가 관계의 질 및 재구매 의도에 미치는 영향 : 고객지향성의 조절효과를 중심으로 = The Effect of emotional regulation processes and adaptive selling behavior on relational quality and repurchase intentions: focusing on the moderating effect of customer orientation

목차 (Table of Contents)

• 【국문초록】
• 第1章 서론 1
• 第1節 문제제기 1
• 第2節 연구의 목적 3
• 1. 연구 1: 감성지능과 감정노동에 대한 문헌고찰 3
• 2. 연구 2: 감정처리 프로세스와 적응적 판매가 성과에 미치는 영향 4
• 3. 연구 3: 감정처리 프로세스와 적응적 판매가 관계의 질 및 재구매 의도에 미치는 영향 6
• 第3節 연구의 구성 체계 7
• 第2章 연구 1: 감성지능과 감정노동에 대한 문헌고찰 9
• 第1節 감성지능과 감정노동의 등장배경 9
• 第2節 감성지능의 개념 및 모형 11
• 1. 감성지능의 개념적 정의 11
• 2. 감성지능의 모형과 구성요소 13
• 3. 감성지능 모형에 대한 주요 논쟁 20
• 第3節 감성지능의 측정 방법 22
• 1. 능력모형 기반의 자기보고식 평가 23
• 2. 능력모형 기반의 수행 중심 평가 25
• 3. 혼합모형 기반의 자기보고식 평가 26
• 第4節 감성지능의 연구동향 28
• 第5節 감정노동의 개념 및 접근 39
• 1. 감정노동의 개념적 정의 39
• 2. 감정노동에 대한 접근 41
• 第6節 감정노동의 측정 47
• 1. Morris와 Feldman(1997)의 연구 47
• 2. Kruml와 Geddes(2000)의 연구 47
• 3. Grandey(2003)의 연구 48
• 4. Brotheridge와 Lee(2003)의 연구 49
• 5. Glomb와 Tews(2004)의 연구 49
• 第7節 감정노동의 연구 동향 50
• 第8節 감성지능과 감정노동의 관계 65
• 第9節 문헌고찰의 요약 67
• 1. 감성지능 67
• 2. 감정노동 69
• 第10節 실증연구의 필요성 71
• 第3章 연구 2: 감정처리 프로세스와 적응적 판매가 성과에 미치는 영향 - 고객지향성의 조절효과 중심으로 73
• 第1節 연구과제 73
• 第2節 이론적 배경 73
• 1. 고객지향성에 대한 선행연구 고찰 73
• 2. 적응적 판매에 대한 선행연구 고찰 92
• 3. 판매성과 관련 선행연구 104
• 第3節 실증연구 111
• 1. 연구모형 및 가설의 설정 111
• 2. 연구의 방법 및 설계 118
• 第4節 실증분석 125
• 1. 표본의 개요 125
• 2. 측정도구의 타당성과 신뢰도 검증 127
• 3. 연구모형에 대한 가설 검증 134
• 第5節 논의 140
• 1. 연구결과의 요약 140
• 2. 연구의 시사점 142
• 3. 연구의 한계점 및 후속 연구방향 144
• 第4章 연구 3: 감정처리 프로세스와 적응적 판매가 관계의 질 및 재구매 의도에 미치는 영향 - 고객지향성의 조절효과를 중심으로 146
• 第1節 연구과제 146
• 第2節 추가 구성개념의 정의 147
• 1. 고객만족 147
• 2. 관계의 질 148
• 3. 재구매 의도 151
• 弟3節 실증연구 153
• 1. 연구모형 및 가설의 설정 153
• 2. 연구의 방법 및 설계 160
• 弟4節 실증분석 167
• 1. 표본의 개요 167
• 2. 측정도구의 타당성과 신뢰도 검증 169
• 3. 연구모형에 대한 가설 검증 174
• 弟5節 논의 180
• 第5章 결론 181
• 第1節 연구결과의 요약 및 시사점 181
• 第2節 연구의 한계점 및 향후 연구방향 183
• 【참고문헌】 185
• 【설문지】 231
• 【Abstract】 244

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