서비스경험 평가에 있어 비대칭성에 관한 연구 - 속성수준의 평가가 전반적 만족에 미치는 영향을 중심으로 - = Asymmetric Effect of Attribute Level Service Performance on Overall Satisfaction

다국어 초록 (Multilingual Abstract)

The purpose of the study was to provide additional thoughts to the traditional satisfaction study conceptualizing the asymmetry relationship between perceived performance and overall satisfaction. The total 423 valid samples were collected during 2008 High Seoul Festival Period. One of the major findings was the non-linear nature of relationship between perceived performance and satisfaction. Further, this study also found the differences in the magnitude of effects on satisfaction among individual attributes. Finally, study implications were summarized in theoretical, methodological, and practical perspectives.

참고문헌 (Reference)

1 Slevitch, L, 29 : 559-569, 2010

2 조상기, "프로스펙트 이론의 손실회피현상이 펀드성과에 미치는 영향에 관한 실증적 연구" 금융지식연구소 8 (8): 149-174, 2010

3 오정학, "주제공원이용자의 감정반응에 관한 연구" 24 (24): 285-305, 2001

4 곽동성, "소비자만족 형성과정에 영향을 미치는 상황변수에 관한 연구:고관여시 제품평가용이성의 개념을 중심으로" 12 (12): 183-206, 1997

5 이문규, "소비자 행동의 이해" 법문사 2001

6 구순이, "서비스모호성이 소비자만족의 형성과정에 미치는 영향에 관한 연구" 1 (1): 76-104, 1999

7 이인재, "관광자 만족 형성과정의 이해: 주요 쟁점분야를 중심으로" 한국관광학회 27 (27): 311-330, 2004

8 Altman, I, "Worldviews in psychology: Traits, interactinal, organismic, and transactional perspectives. In Handbook of environmental psychology" John Wiley & Sons 1-40, 1987

9 Kuhn, T. S, "The structure of scientific revolutions(2nd ed.)" University of Chicago Press 1970

10 Fazio, R. H, "The role of attitude accessibility in the attitude-to-behavior process" 16 : 280-288, 1989

11 Yi,Youjae, "The determinants of consumer satisfaction: The moderate role of ambiguity" 20 : 502-206, 1993

12 Mittal, V., "The asymmetric impact of negative and positive attribute level performance on overall satisfaction and repurchase intentions" 62 (62): 33-46, 1998

13 Anderson, E. W, "The antecedents and consequences of customer satisfaction for firms" 12 (12): 125-143, 1993

14 Sherif, M, "Social judgment: assimilation and contrast effects in communication and attitude change" Yale University Press 1961

15 Bearden, W, "Selected determinants of customer satisfaction and complaints reports" 20 : 21-28, 1983

16 Baker, D, "Quality, satisfaction & behavioral intentions" 27 (27): 785-804, 2000

17 Kahneman, D, "Prospect theory: An analysis of decision under risk" 47 (47): 263-291, 1979

18 Simon,H.A, "Models of Thought" Yale University Press 1979

19 Beard, J. G, "Measuring leisure satisfaction" 12 (12): 200-233, 1980

20 Oliver,J.C, "Measurement and evaluation of satisfaction processes in retail settings" 59 (59): 25-48, 1981

21 Moscardo, G. M, "Historic theme parks: An austrian experience in authenticity" 22 (22): 67-85, 1986

22 Swan, J. E, "Disconfirmation of expectations and satisfaction with a retail service" 57 (57): 49-67, 1981

23 Blackwell, R. D, "Consumer behavior" Fort Worth, TX 2001

24 Mittal, V, "Attribute level performance, satisfaction, and behavioral intention over time: A consumption system approach" 63 : 88-101, 1999

25 Kano,N, "Attractive quality and must be quality (in Japanese)" 14 (14): 147-156, 1984

26 Churchill, G. A. Jr, "An investigation into the determinants of customer satisfaction" 19 : 491-504, 1982

27 Hauser, J. R, "An Evaluation Cost Model of Consideration Sets" 16 : 393-408, 1990

28 Tversky, A, "Advances in Prospect theory: Cumulative representation of Uncertainty" 5 : 297-323, 1992

29 Baloglu, S, "A model of destination image formation" 26 (26): 868-897, 1999

30 Boulding, W, "A dynamic process model of service quality: From expectations to behavioral intentions" 30 : 7-27, 1993

31 Oliver,J.C, "A cognitive model of the antecedents and consequences of satisfaction decisions" 17 : 460-469, 1980