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      • 저자
      • 발행사항

        서울 : 檀國大學校, 2002

      • 학위논문사항

        學位論文(博士) -- 檀國大學校 大學院 , 經營學科 마케팅專攻 , 2002. 8

      • 발행연도

        2002

      • 작성언어

        한국어

      • DDC

        658.83 판사항(20)

      • 발행국(도시)

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      • 기타서명

        (A)study on the measurement of word of mouth in service

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        v, 218장 : 삽도 ; 26 cm

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      참고문헌 (Reference)

      1. Promotion, Stanly, , 1977

      2. JAI Press Inc, pp.51-83, , 1990

      3. Personal Influence, P.F.Lazarsfeld, Kaz, , 1995

      4. 서비스마케팅, 이유재, 학현사, , 2013

      5. TheWeb ofWord ofMouth, Whyte, , 1954

      6. Relationship Marketing, Clark, Payne, Christopher, Peck, , 1999

      7. Principles of marketing, Kotler, Philip, Prentice Hall, , 1989

      8. Consumer Behavior 4th ed, Solomon, , 1998

      9. Fundamental of Marketing, Stanton, Williams J., , 1984

      10. 사회과학 통계분석, 강병서, 고려정보산업, 사회과학 통계분석, , 1998

      1. Promotion, Stanly, , 1977

      2. JAI Press Inc, pp.51-83, , 1990

      3. Personal Influence, P.F.Lazarsfeld, Kaz, , 1995

      4. 서비스마케팅, 이유재, 학현사, , 2013

      5. TheWeb ofWord ofMouth, Whyte, , 1954

      6. Relationship Marketing, Clark, Payne, Christopher, Peck, , 1999

      7. Principles of marketing, Kotler, Philip, Prentice Hall, , 1989

      8. Consumer Behavior 4th ed, Solomon, , 1998

      9. Fundamental of Marketing, Stanton, Williams J., , 1984

      10. 사회과학 통계분석, 강병서, 고려정보산업, 사회과학 통계분석, , 1998

      11. Advertising as information, Nelson, , 1974

      12. Innovative Decision Processes, Gatingnon, Robertson, , 1991

      13. Managing Market Relationships, Day, , 2000

      14. ServiceManagement: Operations, James A.Fitzsimmons, Mona J.Fitzsimmons, , 2000

      15. Service Marketing is Different, Berry L.L, , 1980

      16. Status Shifts to Peer Influence, Voss, , 1984

      17. How Word of Mouth Advertising Works, Dichter, , 1966

      18. SPPSS WIN을 이용한 통계분석, 정충영, 최이규, , 2000

      19. The Scope of Relationship Management, Buttle, , 1999

      20. Whatdoes ProductQuality Really Mean?, Gavin, , 1994

      21. A theory of social comparison process, Festinger, , 1954

      22. Social behavior : its elementary forms, Homans, George Caspar, Harcourt, Brace & World, , 1961

      23. New Product Interpersonal Communication, Summers, , 1971

      24. New Tools for Achieving Service Quality, Wyckoff, , 1988

      25. Patient Satisfaction: a matter of choice, Amyx, Hamm, , 2000

      26. Partnerships as a Focused Market Strategy, Anderson, Narus, , 1991

      27. Zen and the art of motorcycle maintenance, Pirsig, Robert M, Bantam Books, , 1981

      28. Consumer Decision Marketing-Fact orFiction, Olshavsky, Granbois, , 1979

      29. Consumer Evaluations of Goods and Services, Hartman, Lindgren, , 1993

      30. Management Competences for ServicesMarketing, Carson, Gilmore, , 1996

      31. Two Approaches to Service Quality Dimensions, J.R.Lethinen, Lethinen, , 1991

      32. How Information isUsed to Adopt an Innovation, Engel, R.J.Kegerreis, , 1969

      33. A Conceptual Choice Model for HospitalServices, Cosenza, Taylor, , 1999

      34. Defining quality: alternatives andimplications, Reeves, Bednard, , 1994

      35. Social Tie and Word of Mouth Refferal Behavior, Brown, Reigen, , 1987

      36. The Behavioral Consequences of Service Quality, Zeithmal, Berry, Parasuraman, The Behavioral Consequences ofService Quality, , 1996

      37. Consumer Response Models: An InterestedApproach, Swinyard, Smith, , 1982

      38. Free Competition and the Optical Amount ofFraud, Darby, Karni, , 1973

      39. Service Quality Attributes and Choices Behavior, Allaway, Richard, , 1993

      40. Services Encounter Satisfaction: Conceptualized, Walker, , 1995

      41. Classifying Services from a Consumer Perspective, Stell, Donoho, , 1996

      42. Personality and Suseptibility to Social Influence, McGuire, , 1968

      43. Communality as a Dimension of Service Relationships, Goodwin, , 1996

      44. A Propositional Inventory for New Diffusion Research, Johnson, , 1984

      45. An Introduction Processing Theory of Consumer Choice, Bettman, , 1979

      46. Referance Points Used In Quality andValue Judgements, Kirmani, Baumgartner, , 2000

      47. The commitment-trusttheory of relationship marketing, Morgan,R.M, Hunt,S.D, The Commitment-Trust Theory of RelationshipMarketing, , 1994

      48. 소비자 구전 커뮤니케이션에 관한 연구, 황의록, 김창호, , 1995

      49. Word of Mouth Advertising: A Review of the Literature, Arndt, , 1967

      50. Word-of-MouthCommunication in the Service Marketplace, Brockway, Mangold, Miller, , 1999

      51. communication of Innovation: A Cross-CulturalApproach, Rogers, Shoemaker, , 1971

      52. SERVQUAL revisited: A CriticalReview of Service Quality, Swan, Patrik, , 1996

      53. Dimensions of Uniform Perceptions amongService Providers, Miller, Daniel, , 1996

      54. Word of Mouth: The Indirect Effects of Marketing Effects, Bayus, , 1985

      55. People Who use People: The Other Side ofOpinion Leadership, Higie, Feick, , 1986

      56. A Decision Model for MarketingResearch Relationship Choices, Boughton, Washburn, , 1996

      57. Human Science: Strategies and Shortcomings of SocialJudgement, Ross, Nisbett, , 1980

      58. Analysis of Refferal Networks in Marketing: MethodIllustration, Reigen, , 1986

      59. Negative Word-of-Mouth by Dissatisfied Consumer, A Pilot Study, Richns, , 1987

      60. The Measurement of ervice Quality: A NewP-C-P Attributes Model, Philip, Hazlett, , 1997

      61. A Service Quality Model and Its Marketing Implications European, Gronroos, , 1984

      62. Introduction to Marketing Communication: An Integrated Approach, Moriarty, , 1997

      63. Overlap of Opinion Leadership Across ConsumerProduct Categories, Summers, King, , 1970

      64. Consumer Complaint Handling in America: An Update Study, PartⅡ, U.S.Office of Consumer Affairs, , 1986

      65. Human Inference, Strategies and Shortcomings of Social Judgement, Nisbett, R. E., , 1980

      66. Patient Perceptions of Service Quality: Combining the Dimensions, Carman, , 1990

      67. 정보특성과 상황특성이 구전효과에 미치는 영향, 김창호, , 1995

      68. Measurement of consumer susceptibility to interpersonal influence, J.E.Teel, Bearden, R.G.Netemeter, , 1989

      69. The Augmented Service Offering for PerceivedActual Service Quality, Ozment, Morash, , 1994

      70. The Marketing of Goods and Services as aMulti-dimentional, Concept, Goodfellow, "The Marketing of Goods and Services as aMulti-dimentional, , 1983

      71. Demographic Discriminators of Service Qality in the BankingIndustry, Stafford, , 1996

      72. Managing Word of Mouth Communication: Empirical Evidence from India, A.K.Banerjee, D.Li, Ennew, , 2000

      73. “서비스품질의 구성요인과 고객만족에 관한 연구, 강기두, 중앙대학교, 서비스 품질의 구성요인과 고객만족에 관한 연구, , 1997

      74. Changing Brand Attitudes Through Modification of Cognitive Structure, Lutz, , 1975

      75. Measuring Service Quality : Current T hinkingand Future Requirement s, Robinson, , 1999

      76. Improving the Application of QualityConformance Tools in Service Firms, Jensen, Markland, , 1996

      77. Psychographic and Lifestyle Antecedents ofService Quality Expectations, Kaminski, Thompson, , 1993

      78. A Multi-stage model ofconsumers assessment of service quality and value, Drew, Bolton, , 1991

      79. Role of Product-related conversations in the Diffusion of a New Product, Arndt, , 1967

      80. The Differential Impact of Abstract vs ConcreteInformation on Decisions, Borgida, Nisnett, , 1977

      81. What Services Marketers need to Know about theMobility-Disabled Consumer, Burnett, , 1996

      82. A Comparatives Study of Consumer InformationSeeking: Singapore versus U.S, Tan, Dolish, , 1983

      83. Expectations, Performance Evaluation and Consumers'Perceptions of Quality, Teas, "Expectations, , 1993

      84. Customers' Motivations forMaintaining Relationships with Service Providers, Bundapudi, , 1997

      85. Motives Underlying Marketing InformationAcquisition and Knowledge Transfer, Hirshman, Wallendorf, , 1982

      86. Designing Service Guarantees-is full satisfaction thebest you can guarantee, Kum, Wirtz, , 2001

      87. The Attitude-Behavior Relation: Movingtoward a Third Generation of Research, Fazio, Zanna, , 1982

      88. Enhanced Explanation of Word of Mouth Communiation: ThePower of Relationships, Brister, , 1990

      89. A Test of service Marketing Theory: Consumer informationAcquisition Activities, Murray, A Test of Service Marketing Theory: Consumer InformationAcquisition Activities, , 1991

      90. Winning and Keeping Industrial Customers theDynamics of Customer Relationships, Jackson, , 1985

      91. A cognitive model of the antecedents and consequences of satisfaction decisions, OliverR.L, A Cognitive Model of the Antecedents and Consequences ofSatisfaction Decisions, , 1980

      92. Service Intangibility and Its Impact on ConsumerExpectations of Service Quality, Bebko, , 2000

      93. The Dimensions ofService Quality : The Original European Per spective Revisited, Mels, Deon Nel, , 1997

      94. Integrating SERVQUAL and Kano's Model intoQFD for Service Excellance Development, and Pawitra, , 2001

      95. Transaction Specific Satisfactionand Overall Satisfaction: An Empirical Analysis, Jones, Jaeboem Suh, , 2000

      96. The Determinants of Perceived Service Quality andIts Relationship with Satisfaction, Lee, Yoo, , 2000

      97. Talk of the Network: A Complex System Look atthe Underlying Process of Word-of-Mouth, Muller, Libai, , 2001

      98. An examination of the relationship between trust, commitment andrelationship quality', Sohal, Wong, "An Examination of the RelationshipBetween Trust, , 2002

      99. Role of Confidence in a Multi-Brabd Modelof Intentions for a High-Involvement Service, Sadokierski, Laroche, , 1994

      100. Servqual: A multiple-item scale for measuring consumer perceptions of service quality, 정일환, , 1988

      101. A model of customersatisfaction with service encounters involving failure and recovery, Smith, J.Wagner, , 1999

      102. Comparing Consumer-Directed andAgency Models for Providing Supportive Services at Home, Franke, Benjamin, , 2000

      103. Generating Positive Word-of-MouthCommunication through Customer-Employee Relationships, Gremler, Brown, , 2001

      104. Individual and Situational Factors InfluencingNegative Word-of-Mouth Behavior Canadians, Sophia, Geok, , 2001

      105. Service management and marketing : managing the moments of truth in service competition, Gro@nroos, Christian, Lexington Books, , 1990

      106. Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Brady, Cronin, , 2001

      107. Urban Legends: The Word ofMouth Communication of Morality Through Negative StoryContent, Donovan, Chakraborty, , 1999

      108. Diffusion Theory and the Concept of Personal Influence Behavioral and Management Science, Robertson, , 1978

      109. Effects of Consumer Goals on AttributeWeighting, Overall Satisfaction, and Product Usage, Garbarino, Johnson, "Effects of Consumer Goals on AttributeWeighting, , 2001

      110. Increasing the Persuasivenessof a Service Guarantee: the role of service process evidence, Lassar, Marmorstein, , 2001

      111. Should a firm with a reputation foroutstanding service quality offer a service guarantee?, Kum, Writz, Lee, , 2000

      112. 서비스의 물리적 환경이 서비스 품질평가에 미치는 영향에 관한 연구, 김윤수, , 1999

      113. The Effect of Perceived Service Quality and NameFamiliarity on the Service Selection Decision, Arora, Stoner, , 1996

      114. The Fundamentals of Relationships: AnExploration of the Concept to Guide Marketing Implication, Barnes, Sheaves, , 1996

      115. Physician-Patient RacialMatching, Effectiveness of Care, Use of Services, and PatientSatisfaction, Howard, Porter, "Physician-Patient RacialMatching, , 2001

      116. The Roles of Price, Performance and Expectations in Determining Satisfaction in Service Exchanges, Voss, A.Parasuraman, D.Grewal, "The Roles of Price, , 1998

      117. 상표확장에 있어 구전정보 방향성이 구전효과에 미치는 영향에관한 연구, 남기매, , 2001

      118. A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Lemon,K.N., , 1999

      119. The Role of Involvement andOpinion Leadership in Consumer Word of Mouth: An Implicit ModelMade Explicit, Root-Shaffer, Ritchins, , 1988

      120. Attribute-Level Performance, Satisfaction,and Behavioral Intention over Time: A Consumption-SystemApproach, Mels, Tsiros, "Attribute-Level Performance, , 1999

      121. Accessing ServiceManagement Effectiveness in a Health Rest: Implications ofTechnical and Functional Quality, Ferguson, Gauduchon, , 1999

      122. Attributions of Service Switching: A Study ofConsumers' and Providers' Perceptions of Child-Care ServiceDelivery, Grace, O'Cass, , 2001

      123. Attitude as the Individual's Own Categories: TheSocial Judgement-Involvement Approach to Attitude and Attitudechange, Sherif, , 1967

      124. SERVPERF versus SERVQUAL: ReconcilingPerformance-based and Perceptions-minus-expectationsMeasurement of Service Quality, Taylor, Cronin, , 1994

      125. Satisfaction, Repurchase Intent,and Repurchase Behavior: Investigating the ModeratingEffect of Customer Characteristics, Mittal, W.Kamakura, "Satisfaction, , 2001

      126. The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Ross, Patrick, William T, Vikas, , 1998

      127. Managing Customer-Initiated Contacts WithManufacturers: The Impact on Share of Category Requirementsand Word-of-Mouth Behavior, Bowman, Narayandas, , 2001

      128. The Influence of Coupon face value on ServiceQuality Expectations, Risk Perceptions and Purchase Intentions inthe Dental Industry, Garretson, Clow, "The Influence of Coupon face value on ServiceQuality Expectations, , 1999

      129. Implementing QualityImprovement Programs Designed to Enhance CustomerSatisfaction: Quasi-Experiments in the United States and Spain, Rust, Simester, , 2000

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