메뉴 건너뛰기




Volumn 19, Issue 10, 2002, Pages 861-879

Customer Familiarity and Its Effects on Satisfaction and Behavioral Intentions

Author keywords

[No Author keywords available]

Indexed keywords


EID: 0036384394     PISSN: 07426046     EISSN: None     Source Type: Journal    
DOI: 10.1002/mar.10041     Document Type: Article
Times cited : (187)

References (49)
  • 2
    • 0030242127 scopus 로고    scopus 로고
    • The role of affect in consumer satisfaction judgements of credence-based services
    • Alford, B. L., & Sherrell, D. L. (1996). The role of affect in consumer satisfaction judgements of credence-based services. Journal of Business Research, 37, 71-84.
    • (1996) Journal of Business Research , vol.37 , pp. 71-84
    • Alford, B.L.1    Sherrell, D.L.2
  • 3
    • 0001965293 scopus 로고
    • The service encounter: Diagnosing favorable and unfavorable incidents
    • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
    • (1990) Journal of Marketing , vol.54 , pp. 71-84
    • Bitner, M.J.1    Booms, B.H.2    Tetreault, M.S.3
  • 4
    • 0000129808 scopus 로고
    • Exposure and affect: Overview and meta-analysis of research, 1968-1987
    • Bornstein, R. F. (1989). Exposure and affect: Overview and meta-analysis of research, 1968-1987. Psychological Bulletin, 106, 265-289.
    • (1989) Psychological Bulletin , vol.106 , pp. 265-289
    • Bornstein, R.F.1
  • 5
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: From expectations to behavioral intentions
    • Boulding, W., Kalra, A., Staelin, R., & Zeithaml V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
    • (1993) Journal of Marketing Research , vol.30 , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 6
    • 0002531628 scopus 로고
    • The effects of product class knowledge on information search behavior
    • Brucks, M. (1985). The effects of product class knowledge on information search behavior. Journal of Consumer Research, 12, 1-16.
    • (1985) Journal of Consumer Research , vol.12 , pp. 1-16
    • Brucks, M.1
  • 8
    • 0022291422 scopus 로고
    • Affective-cognitive consistency and thought-induced attitude polarization
    • Chaiken, S., & Yates, S. (1985). Affective-cognitive consistency and thought-induced attitude polarization. Journal of Personality and Social Psychology, 49, 1470-1481.
    • (1985) Journal of Personality and Social Psychology , vol.49 , pp. 1470-1481
    • Chaiken, S.1    Yates, S.2
  • 10
    • 0002092167 scopus 로고
    • The novice and the expert: Knowledge-based strategies in political cognition
    • Fiske, S. T., Kinder D. R., & Larter, W. M. (1983). The novice and the expert: Knowledge-based strategies in political cognition. Journal of Experimental Psychology, 19, 381-400.
    • (1983) Journal of Experimental Psychology , vol.19 , pp. 381-400
    • Fiske, S.T.1    Kinder, D.R.2    Larter, W.M.3
  • 11
    • 0033195950 scopus 로고    scopus 로고
    • A short, reliable measure of subjective knowledge
    • Flynn, L. R., & Goldsmith, R. E. (1999). A short, reliable measure of subjective knowledge, Journal of Business Research, 46, 57-66.
    • (1999) Journal of Business Research , vol.46 , pp. 57-66
    • Flynn, L.R.1    Goldsmith, R.E.2
  • 12
    • 0002469577 scopus 로고
    • A national customer satisfaction barometer: The Swedish experience
    • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56, 6-21.
    • (1992) Journal of Marketing , vol.56 , pp. 6-21
    • Fornell, C.1
  • 15
    • 85047685985 scopus 로고
    • Attitude formation and mere exposure phenomena: A non-artifactual explanation of empirical findings
    • Grush, J. E. (1976). Attitude formation and mere exposure phenomena: A non-artifactual explanation of empirical findings. Journal of Personality and Social Psychology, 33, 281-290.
    • (1976) Journal of Personality and Social Psychology , vol.33 , pp. 281-290
    • Grush, J.E.1
  • 16
    • 0021666033 scopus 로고
    • Automatic processing of fundamental information
    • Hascher, L., & Zacks, R. T. (1984). Automatic processing of fundamental information. American Psychologist, 39, 1372-1388.
    • (1984) American Psychologist , vol.39 , pp. 1372-1388
    • Hascher, L.1    Zacks, R.T.2
  • 18
    • 33748116498 scopus 로고
    • Knowledge structures and evaluative judgments: Effects of structural variables on judgmental extremity
    • Judd, C. M., & Lusk, C. M. (1984). Knowledge structures and evaluative judgments: Effects of structural variables on judgmental extremity. Journal of Personality and Social Psychology, 46, 1193-1207.
    • (1984) Journal of Personality and Social Psychology , vol.46 , pp. 1193-1207
    • Judd, C.M.1    Lusk, C.M.2
  • 20
    • 0034342852 scopus 로고    scopus 로고
    • Are consumer survey results distorted? Systematic impact of behavioral frequency and duration on survey response errors
    • Lee, E., Hu, M. Y., & Toh, R. S. (2000). Are consumer survey results distorted? Systematic impact of behavioral frequency and duration on survey response errors. Journal of Marketing Research, 37, 125-133.
    • (2000) Journal of Marketing Research , vol.37 , pp. 125-133
    • Lee, E.1    Hu, M.Y.2    Toh, R.S.3
  • 21
    • 0001594023 scopus 로고
    • The complexity-extremity effect and age-based stereotyping
    • Linville, P. W. (1982). The complexity-extremity effect and age-based stereotyping. Journal of Personality and Social Psychology, 42, 193-211.
    • (1982) Journal of Personality and Social Psychology , vol.42 , pp. 193-211
    • Linville, P.W.1
  • 22
    • 0001371817 scopus 로고
    • Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence
    • Lord, C. G., Ross, L., & Lepper, M. R. (1979). Biased assimilation and attitude polarization: The effects of prior theories on subsequently considered evidence. Journal of Personality and Social Psychology, 37, 2098-2109.
    • (1979) Journal of Personality and Social Psychology , vol.37 , pp. 2098-2109
    • Lord, C.G.1    Ross, L.2    Lepper, M.R.3
  • 23
    • 38249028478 scopus 로고
    • Political expertise and the structural mediators of candidate evaluations
    • Lusk, C. M., & Judd, C. M. (1988). Political expertise and the structural mediators of candidate evaluations. Journal of Experimental Social Psychology, 24, 105-126.
    • (1988) Journal of Experimental Social Psychology , vol.24 , pp. 105-126
    • Lusk, C.M.1    Judd, C.M.2
  • 24
    • 0030555497 scopus 로고    scopus 로고
    • Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior
    • Martin, C. L. (1996). Consumer-to-consumer relationships: Satisfaction with other consumers' public behavior. The Journal of Consumer Affairs, 30, 146-169.
    • (1996) The Journal of Consumer Affairs , vol.30 , pp. 146-169
    • Martin, C.L.1
  • 25
    • 38249001786 scopus 로고
    • The structure and determinants of consumer complaint intentions and behavior
    • Maute, M. F., & Forrester, W. R. (1993). The structure and determinants of consumer complaint intentions and behavior. Journal of Economic Psychology, 14, 219-247.
    • (1993) Journal of Economic Psychology , vol.14 , pp. 219-247
    • Maute, M.F.1    Forrester, W.R.2
  • 27
    • 1542569204 scopus 로고
    • Thought-induced attitude change: The effects of schema structure and commitment
    • Millar, M. G., & Tesser, A. (1986). Thought-induced attitude change: The effects of schema structure and commitment. Journal of Personality and Social Psychology, 51, 259-269.
    • (1986) Journal of Personality and Social Psychology , vol.51 , pp. 259-269
    • Millar, M.G.1    Tesser, A.2
  • 28
    • 0030367262 scopus 로고    scopus 로고
    • The assessment of alternative measures of consumer expertise
    • Mitchell, A. A., & Dacin, P. A. (1996). The assessment of alternative measures of consumer expertise. Journal of Consumer Research, 23, 219-239.
    • (1996) Journal of Consumer Research , vol.23 , pp. 219-239
    • Mitchell, A.A.1    Dacin, P.A.2
  • 29
    • 0033425431 scopus 로고    scopus 로고
    • Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach
    • Mittal, V., Kumar, P., & Tsiros, M. (1999). Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach. Journal of Marketing, 63, 88-101.
    • (1999) Journal of Marketing , vol.63 , pp. 88-101
    • Mittal, V.1    Kumar, P.2    Tsiros, M.3
  • 30
    • 0032372670 scopus 로고    scopus 로고
    • The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions
    • Mittal, V., Ross, W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. Journal of Marketing, 62, 33-47.
    • (1998) Journal of Marketing , vol.62 , pp. 33-47
    • Mittal, V.1    Ross, W.T.2    Baldasare, P.M.3
  • 33
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
    • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
    • (1988) Journal of Retailing , vol.64 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 34
    • 0030356646 scopus 로고    scopus 로고
    • The moderating role of prior knowledge in schema-based product evaluation
    • Peracchio, L. A., & Tybout, A. M. (1996). The moderating role of prior knowledge in schema-based product evaluation. Journal of Consumer Research, 23, 177-192.
    • (1996) Journal of Consumer Research , vol.23 , pp. 177-192
    • Peracchio, L.A.1    Tybout, A.M.2
  • 37
    • 0000248863 scopus 로고
    • Differential effects of subjective knowledge, objective knowledge, and usage experience on decision-making: An exploratory investigation
    • Raju, P. S., Lonial, S. C., & Mangold, W. G. (1995). Differential effects of subjective knowledge, objective knowledge, and usage experience on decision-making: An exploratory investigation. Journal of Consumer Psychology, 4, 153-180.
    • (1995) Journal of Consumer Psychology , vol.4 , pp. 153-180
    • Raju, P.S.1    Lonial, S.C.2    Mangold, W.G.3
  • 38
    • 0003821850 scopus 로고    scopus 로고
    • Boston, MA: Harvard Business School Press
    • Reichheld, F. F. (1996). The loyalty effect. Boston, MA: Harvard Business School Press.
    • (1996) The Loyalty Effect
    • Reichheld, F.F.1
  • 39
    • 0034360983 scopus 로고    scopus 로고
    • On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing
    • Reinartz, W. J., & Kumar, V. (2000). On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing. Journal of Marketing, 64, 17-35.
    • (2000) Journal of Marketing , vol.64 , pp. 17-35
    • Reinartz, W.J.1    Kumar, V.2
  • 40
    • 44949274214 scopus 로고
    • Post-purchase product satisfaction: Incorporating the effects of involvement and time
    • Richins, M. L., & Bloch, P. H. (1991). Post-purchase product satisfaction: Incorporating the effects of involvement and time. Journal of Business Research, 23, 145-158.
    • (1991) Journal of Business Research , vol.23 , pp. 145-158
    • Richins, M.L.1    Bloch, P.H.2
  • 42
    • 1842663410 scopus 로고    scopus 로고
    • Customer satisfaction and its consequences on customer behavior revisited: The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier, and loyalty
    • Söderlund, M. (1998). Customer satisfaction and its consequences on customer behavior revisited: The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier, and loyalty. International Journal of Services Industry Management, 9, 169-188.
    • (1998) International Journal of Services Industry Management , vol.9 , pp. 169-188
    • Söderlund, M.1
  • 45
    • 0026196763 scopus 로고
    • Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis
    • Taylor, S. E. (1991). Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis. Psychological Bulletin, 110, 67-85.
    • (1991) Psychological Bulletin , vol.110 , pp. 67-85
    • Taylor, S.E.1
  • 46
    • 77956859351 scopus 로고
    • Salience, attention, and attribution: Top of the head phenomena
    • L. Berkowitz (Ed.). New York: Academic Press
    • Taylor, S. E., & Fiske, S. T. (1978), Salience, attention, and attribution: Top of the head phenomena. In L. Berkowitz (Ed.), Advances in experimental social psychology, (Vol. 11). New York: Academic Press.
    • (1978) Advances in Experimental Social Psychology , vol.11
    • Taylor, S.E.1    Fiske, S.T.2
  • 47
    • 77956869161 scopus 로고
    • Self-generated attitude change
    • L. Berkowitz (Ed.). New York: Academic Press
    • Tesser, A. (1978). Self-generated attitude change. In: L. Berkowitz (Ed.), Advances in experimental social psychology (Vol. 11). New York: Academic Press.
    • (1978) Advances in Experimental Social Psychology , vol.11
    • Tesser, A.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.