소비자가 지각한 서비스 종업원의 진정성과 조작의도가 고객가치와 고객만족에 미치는 영향 = 관계가치와 경제가치를 중심으로

목차 (Table of Contents)

• Ⅰ. 서론
• Ⅱ. 이론적 배경 및 가설설정
• Ⅲ. 연구가설
• Ⅳ. 연구방법
• Ⅴ. 결과분석
• Ⅵ. 결론 및 제언
• 참고문헌
• Abstract

참고문헌 (Reference)

1 김상희, "판매원의 서비스는 꾸며진 것인가? 진정한 것인가?: 판매원의 감정노동에 관한 고객의 지각된 진정성(authenticity)이 서비스품질평가에 미치는 영향" 한국마케팅학회 24 (24): 1-33, 2009

2 이유재, "최근 서비스 마케팅 연구에 관한 종합적 고찰 및 향후 연구 제언" 한국마케팅학회 29 (29): 121-166, 2014

3 최정환, "죽은CRM, 살아있는 CRM" 한언 2003

4 안광호, "쇼핑가치가 고객만족과 구매행동에 미치는 영향에 관한 연구 - 백화점 쇼핑행동을 중심으로 -" 한국마케팅학회 10 (10): 99-123, 2008

5 이동진, "소비자 관계마케팅" 박영사 2007

6 장형유, "소매금융 서비스산업에서 고객만족과 고객신뢰 선행요인 및 고객애호도 형성과정의 구조적 관계에 대한 연구" 한국경영학회 36 (36): 415-441, 2007

7 김미정, "서비스회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로" 한국마케팅학회 28 (28): 151-176, 2013

8 김상희, "서비스접점에서 판매원 언어적·비언어적 커뮤니케이션이 고객감정과 행동의도에 미치는 영향 - 정서감염현상을 중심으로 -" 한국소비자학회 18 (18): 97-131, 2007

9 이유재, "서비스마케팅, 5판" 학현사 2013

10 윤만희, "서비스 종업원의 감정표현과 진정성이 관계품질에 미치는 영향 - 레포의 매개적 역할 -" 한국경영학회 39 (39): 1391-1423, 2010

11 윤성욱, "서비스 복구 형태가 고객관계에 미치는 영향 : 음식점을 대상으로 한 CIT 접근" 한국소비자학회 15 (15): 135-158, 2004

12 오만덕, "공익연계 마케팅 평가에서 공익제시유형의 효과: 소비자의 진정성 지각" 한국상품학회 27 (27): 87-95, 2009

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14 김영찬, "고객만족이 기업의 수익성에 미치는 영향에 관한 연구: 잠재성장곡선모형을 이용한 방법론" 한국경영학회 35 (35): 1203-1221, 2006

15 이유재, "고객만족이 기업의 수익성과 가치에 미치는 영향" 한국마케팅학회 21 (21): 85-113, 2006

16 이유재, "고객만족이 기업성과에 미치는 영향에 있어서 고객충성도 변수의 역할" 한국마케팅학회 22 (22): 81-102, 2007

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