금융소비자의 펀드 상품 설명 이해도에 대한 귀인과 상담사의 노력이 상담만족도에 미치는 영향 및 상담사 노력의 조절효과

목차 (Table of Contents)

• 요약
• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구 설계
• Ⅳ. 결과 분석
• Ⅴ. 결론
• References

참고문헌 (Reference)

1 최낙환, "한ㆍ중 소비자들의 정보탐색노력 및 그 성과와 만족에 관한 비교연구" 대한경영학회 16 (16): 19-2002, 2003

2 최승호, "조직공정성, LMX, 종업원노력이 조직시민행동에 미치는 영향" 대한경영학회 19 (19): 355-378, 2006

3 이동진, "정보원천별 탐색노력의 선행요인 및 그 성과와 만족에 관한 연구" 대한경영학회 16 (16): 131-156, 2003

4 배윤신, "스마트폰 애플리케이션 불만족 수준에 따른 소비자 불평행동의도에 관한 연구: 불만처리과정 및 귀인성향의 조절효과를 중점으로" 대한가정학회 52 (52): 429-441, 2014

5 김형길, "서비스실패와 회복 노력이 소비자 신뢰에 미치는 영향에 관한 연구" 한국로고스경영학회 8 (8): 147-174, 2010

6 김상희, "부정적 기대불일치시 소비자 귀인과 감정이 불만족 및 행동에 미치는 영향에 관한 연구: 구매전 소비자 노력에 따른 상대적 영향력 비교" 한국경영학회 35 (35): 1497-1529, 2006

7 정옥경, "가치공동창출 활동에 대한 고객노력이 서비스 만족에 미치는 영향: 헬스서비스를 중심으로" 서비스마케팅학회 11 (11): 5-16, 2018

8 He, S., "Why is the crowd divided? Attribution for dispersion in online word of mouth" 41 (41): 1509-1527, 2015

9 Rieger, M., "Why do investors buy bad financial products? Probability misestimation and preferences in financial investment decision" 13 (13): 108-118, 2012

10 Mallin, M. L., "Why did I lose? a conversation of resources view of salesperson failure attribution" 26 (26): 345-375, 2006

11 Wang, W., "Turning off the lights: Consumers’ environmental efforts depend on visible efforts of firms" 54 (54): 478-494, 2017

12 Tsiros, M., "The role of attributions in customer satisfaction: A reexamination" 31 (31): 476-483, 2004

13 Heider, F., "The psychology of interpersonal relations" Wiley 1958

14 Kelley, H. H., "The processes of causal attribution" 28 (28): 107-128, 1973

15 Martinko, M. J., "The leader/member attribution process" 12 (12): 235-249, 1987

16 Wan, L. C., "The influence of incidental similarity on observers’ causal attributions and reactions to a service failure" 45 (45): 1350-1368, 2019

17 Vlachos, P. A., "The effects of managerial and employee attributions for corporate social responsibility initiatives" 38 (38): 1111-1129, 2017

18 Jones, M. A., "The effect of requests for positive evaluations on customer satisfaction ratings" 31 (31): 161-170, 2014

19 Brown, S. P., "The effect of effort on sales performance and job satisfaction" 58 (58): 70-80, 1994

20 Jaccard, J., "The detection and interpretation of interaction effects between continuous variables in multiple regression" 25 (25): 467-478, 1990

21 Iglesias, V., "The attribution of service failures:Effects on customer satisfaction" 29 (29): 127-141, 2009

22 Mittal, V., "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions" 62 (62): 33-47, 1998

23 Frazier, P. A., "Testing moderator and mediator effects in counseling psychology research" 51 (51): 115-134, 2004

24 Russo, J. E., "Strategies for multiattribute binary choice" 9 (9): 676-696, 1983

25 Murshed, F., "Sales effort and performance:Dark side of customer product knowledge" 28 (28): 48-59, 2018

26 Oliver, R. L., "Response determinants in satisfaction judgments" 14 (14): 495-507, 1988

27 Folkes, V. S., "Recent attribution research in consumer behavior: A review and new directions" 14 (14): 548-565, 1988

28 Belk, R., "Preferred solutions to the energy crisis as a function of causal attributions" 8 (8): 306-312, 1981

29 Specht, N., "Perception and attribution of employees’ effort and abilities:The impact on customer encounter satisfaction" 18 (18): 534-554, 2007

30 Thomas, E. A. C., "Notes on effort and achievement-oriented behavior" 90 (90): 1-20, 1983

31 Richins, M. L., "Negative word-of-mouth by dissatisfied consumers: A pilot study" 47 (47): 68-78, 1983

32 Dawson, J. F., "Moderation in management research:what, why, when and how" 29 : 1-19, 2013

33 Ogunfowora, B., "Media depictions of CEO ethics and stakeholder support of CSR initiatives: The mediating roles of CSR motive attributions and cynicism" 150 (150): 525-540, 2018

34 Cooper-Martin, E., "Measures of cognitive effort" 5 (5): 43-56, 1994

35 Koo, J. H., "Managerial overconfidence, self-attribution bias, and downwardly sticky investment: Evidence from Korea" 54 (54): 144-161, 2018

36 Andiola, L. M., "It’s not my fault! Insights into subordinate auditors’ attributions and emotions following audit review" 38 (38): 1-27, 2019

37 Chen, W., "Investor reactions to management earnings guidance attributions:The effects of news valence, attribution locus, and outcome controllability" 55 : 83-95, 2016

38 Patelli, L., "Investor reactions to management attributions: Revisions versus late filings following preliminary earnings announcements" 19 (19): 1-30, 2019

39 Weiner, B., "Intrapersonal and interpersonal theories of motivation from an attributional perspective" 12 (12): 1-14, 2000

40 Calder, B. J., "Interpersonal influence on consumer behavior: an attribution theory approach" 4 (4): 29-38, 1977

41 Hewett, R., "Information, beliefs, and motivation: The antecedents to human resource attributions" 40 (40): 570-586, 2019

42 Klettke, T., "How to measure analyst forecast effort" 24 (24): 129-146, 2015

43 Netemeyer, R. G., "How am I doing? Perceived financial well-being, its potential antecedents, and its relation to overall well-being" 45 (45): 68-89, 2018

44 Woodside, A. G., "Hospital choice: Patient attribution of the decision and satisfaction with the services" 7 (7): 61-68, 1987

45 Leung, F. F., "Highlighting effort versus talent in service employee performance:Customer attributions and responses" 84 (84): 106-121, 2020

46 Libby, R., "Experienced financial managers’ views of the relationships among self-serving attribution bias, overconfidence, and the issuance of management forecasts: A replication" 1 (1): 131-136, 2016

47 Tam, J., "Examining the role of attribution and intercultural competence in intercultural service encounters" 28 (28): 159-170, 2014

48 Plouffe, C., "Elaboration on potential outcome (EPO)and the consultative salesperson: Investigating effects on attributions and performance" 37 (37): 113-133, 2017

49 Johnson, E. J., "Effort and accuracy in choice" 31 (31): 395-414, 1985

50 Krishnan, S., "Dissatisfaction attributions and consumer complaint behavior" 6 (6): 445-449, 1979

51 Dunn, B. K., "Digital borders, location recognition, and experience attribution within a digital geography" 37 (37): 418-449, 2020

52 Donoghue, S., "Differences between black and white Africans in product failure attributions, anger and complaint behavior" 40 (40): 257-267, 2016

53 Marín, L., "Determinants of consumer attributions of corporate social responsibility" 138 (138): 247-260, 2016

54 Hilton, D. J., "Conversational processes and causal explanation" 107 (107): 65-81, 1990

55 Folkes, V. S., "Consumer reactions to product failure: an attributional approach" 10 (10): 298-409, 1984

56 Munyon, T. P., "Consequential cognition:Exploring how attribution theory sheds new light on the firm-level consequences of product recalls" 40 (40): 587-602, 2019

57 Dunn, K., "Communicating corporate social responsibility in a social world: The effects of company-generated and user-generated social media content on CSR attributions and scepticism" 34 (34): 1503-1529, 2018

58 Gioia, D. A., "Cognition-behavior connections: attribution and verbal behavior in leader-subordinate interactions" 37 (37): 197-229, 1986

59 Heitmann, M., "Choice goal attainment and decision and consumption satisfaction" 44 (44): 234-250, 2007

60 Teas, R. K., "Causal attributions and expectancy estimates: A framework for understanding the dynamics of sales force motivation" 50 (50): 75-86, 1986

61 Ball, J. G., "Caring or compulsion? The effects of consumer attributions of risk information disclosure in direct-to consumer prescription drug advertising" 52 (52): 623-654, 2018

62 Samper, A., "Beauty, effort, and misrepresentation: How beauty work affects judgments of moral character and consumer preferences" 45 (45): 126-147, 2018

63 Sichtmann, C., "Attributions of service quality: Immigrant customers’ perspective" 32 (32): 559-569, 2018

64 Whelan, J., "Attributions of blame following a product-harm crisis depend on consumers’attachment styles" 27 (27): 285-294, 2016

65 Weiner, B., "Attributional thoughts about consumer behavior" 27 (27): 382-387, 2000

66 Curren, M. T., "Attributional influences on consumers’ desires to communicate about products" 4 (4): 31-45, 1987

67 Knettel, B. A., "Attribution through the lay person’s lens: Development and preliminary validation of an inclusive, international measure of beliefs about the causes of mental illness" 101 (101): 32-43, 2019

68 Harvey, P., "Attribution theory in the organizational sciences: The road traveled and the path ahead" 28 (28): 128-146, 2014

69 Martinko, M. J., "Attribution theory in the organizational science: A case of unrealized potential" 32 (32): 144-149, 2011

70 Hewett, R., "Attribution theories in human resource management research: A review and research agenda" 29 (29): 87-126, 2018

71 Tam, J., "Attribution of success and failure in intercultural service encounters:The moderating role of personal cultural orientations" 30 (30): 643-658, 2016

72 Slugoski, B. R., "Attribution in conversational context:effect of mutual knowledge on explanation-giving" 23 (23): 219-238, 1993

73 Hayes, A. F., "An introduction to mediation, moderation, and conditional process analysis: a regression-based approach" Guilford 2013

74 Weiner, B., "An attributional theory of achievement motivation and emotion" 92 (92): 548-573, 1985

75 Mizerski, R. W., "An attribution process in consumer decision making" 6 (6): 123-140, 1979

76 Wu, J., "A latent structure factor analytic approach for customer satisfaction measurement" 17 (17): 221-238, 2006

77 Johnson, M. S., "A bibliometric review of the contribution of attribution theory to sales management" 26 (26): 181-195, 2006

78 Weiner, B., "A Theory of motivation for some classroom experience" 71 (71): 3-25, 1979

79 한국금융투자자보호재단, "2019 펀드 투자자조사"