메뉴 건너뛰기




Volumn 32, Issue 2, 2013, Pages 287-299

Higher education emotions: A scale development exercise

Author keywords

emotions; evaluation; higher education; loyalty; management; marketing satisfaction

Indexed keywords


EID: 84875200740     PISSN: 07294360     EISSN: 14698366     Source Type: Journal    
DOI: 10.1080/07294360.2012.674496     Document Type: Article
Times cited : (33)

References (60)
  • 1
    • 0011939750 scopus 로고
    • Customer satisfaction, market share, and profitability: Findings from Sweden
    • doi:10.2307/1252310
    • Anderson, E. W., Fornell, C. and Lehmann, D. R. 1994. Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3): 53 (doi:10.2307/1252310)
    • (1994) Journal of Marketing , vol.58 , Issue.3 , pp. 53
    • Anderson, E.W.1    Fornell, C.2    Lehmann, D.R.3
  • 2
    • 41649112685 scopus 로고
    • Structural equation modelling in practice: A review and recommended two-step approach
    • doi:10.1037/0033-2909.103.3.411
    • Anderson, J. and Gerbing, D. 1988. Structural equation modelling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3): 411-423. (doi:10.1037/0033-2909.103.3.411)
    • (1988) Psychological Bulletin , vol.103 , Issue.3 , pp. 411-423
    • Anderson, J.1    Gerbing, D.2
  • 3
    • 0032344693 scopus 로고
    • Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees for service expertise
    • doi:10.1108/09564239810199923
    • Andreassen, T. and Lindestad, B. 1993. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees for service expertise. International Journal of Service Industry Management, 9(1): 7-23. (doi:10.1108/09564239810199923)
    • (1993) International Journal of Service Industry Management , vol.9 , Issue.1 , pp. 7-23
    • Andreassen, T.1    Lindestad, B.2
  • 5
    • 18744363695 scopus 로고    scopus 로고
    • Determining student satisfaction in a nursing college
    • doi:10.1016/j.nedt.2004.11.009
    • Baykal, U., Sokmen, S., Korkmaz, S. and Akgun, E. 2005. Determining student satisfaction in a nursing college. Nurse Education Today, 25(4): 255-262. (doi:10.1016/j.nedt.2004.11.009)
    • (2005) Nurse Education Today , vol.25 , Issue.4 , pp. 255-262
    • Baykal, U.1    Sokmen, S.2    Korkmaz, S.3    Akgun, E.4
  • 6
    • 85133461838 scopus 로고    scopus 로고
    • Linking perceived service quality and service loyalty: A multi-dimensional perspective
    • doi:10.1108/03090569910292285
    • Bloemer, J., de Ruyter, K. and Wetzels, M. 1999. Linking perceived service quality and service loyalty: A multi-dimensional perspective. European Journal of Marketing, 33(11-12): 1082-1106. (doi:10.1108/03090569910292285)
    • (1999) European Journal of Marketing , vol.33 , Issue.11-12 , pp. 1082-1106
    • Bloemer, J.1    de Ruyter, K.2    Wetzels, M.3
  • 7
    • 0038804206 scopus 로고    scopus 로고
    • Customer loyalty in high and low involvement service settings: The moderating impact of positive emotions
    • doi:10.1362/026725799784870388
    • Bloemer, J. and de Ruyter, K. 1999. Customer loyalty in high and low involvement service settings: The moderating impact of positive emotions. Journal of Marketing Management, 15(4): 315-330. (doi:10.1362/026725799784870388)
    • (1999) Journal of Marketing Management , vol.15 , Issue.4 , pp. 315-330
    • Bloemer, J.1    de Ruyter, K.2
  • 8
    • 0033247750 scopus 로고    scopus 로고
    • A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction
    • doi:10.2307/3152091
    • Bolton, R. and Lemon, K. 1999. A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction. Journal of Marketing Research, 36(2): 171-186. (doi:10.2307/3152091)
    • (1999) Journal of Marketing Research , vol.36 , Issue.2 , pp. 171-186
    • Bolton, R.1    Lemon, K.2
  • 9
    • 15844383510 scopus 로고    scopus 로고
    • Spreading the word: Investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context
    • doi:10.1177/0092070304268417
    • Brown, T., Barry, T., Dacin, P. and Gunst, R. 2005. Spreading the word: Investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science, 33(2): 123-138. (doi:10.1177/0092070304268417)
    • (2005) Journal of the Academy of Marketing Science , vol.33 , Issue.2 , pp. 123-138
    • Brown, T.1    Barry, T.2    Dacin, P.3    Gunst, R.4
  • 10
    • 77957720307 scopus 로고    scopus 로고
    • A study examining the students satisfaction in higher education
    • doi:10.1016/j.sbspro.2010.03.888
    • Butt, B. Z. and Rehman, K. 2010. A study examining the students satisfaction in higher education. Procedia-Social and Behavioral Sciences, 2(2): 5446-5450. (doi:10.1016/j.sbspro.2010.03.888)
    • (2010) Procedia - Social and Behavioral Sciences , vol.2 , Issue.2 , pp. 5446-5450
    • Butt, B.Z.1    Rehman, K.2
  • 12
    • 0036081642 scopus 로고    scopus 로고
    • Exploring the cognitive and affective roles of service quality attitude across gender
    • doi:10.1080/714005093
    • Chiu, H.-C. and Wu, H.-C. 2002. Exploring the cognitive and affective roles of service quality attitude across gender. Service Industries Journal, 22(3): 63-76. (doi:10.1080/714005093)
    • (2002) Service Industries Journal , vol.22 , Issue.3 , pp. 63-76
    • Chiu, H.-C.1    Wu, H.-C.2
  • 13
    • 0001878819 scopus 로고
    • A paradigm for developing better measures of marketing constructs
    • doi:10.2307/3150876
    • Churchill Jr, G. A. 1979. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16(1): 64-73. (doi:10.2307/3150876)
    • (1979) Journal of Marketing Research , vol.16 , Issue.1 , pp. 64-73
    • Churchill Jr, G.A.1
  • 14
    • 58149438731 scopus 로고
    • Construct validity in phychological tests
    • doi:10.1037/h0040957
    • Cronbach, L. and Meehl, P. 1955. Construct validity in phychological tests. Psychological Bulletin, 52(4): 281-302. (doi:10.1037/h0040957)
    • (1955) Psychological Bulletin , vol.52 , Issue.4 , pp. 281-302
    • Cronbach, L.1    Meehl, P.2
  • 16
    • 0037268399 scopus 로고    scopus 로고
    • Relative influences of affect and cognition on behavior: Are feelings or beliefs more related to blood donation intentions?
    • doi:10.1027//1618-3169.50.1.55
    • Farley, S. and Stasson, M. 2003. Relative influences of affect and cognition on behavior: Are feelings or beliefs more related to blood donation intentions?. Experimental Psychology, 50(1): 55-62. (doi:10.1027//1618-3169.50.1.55)
    • (2003) Experimental Psychology , vol.50 , Issue.1 , pp. 55-62
    • Farley, S.1    Stasson, M.2
  • 17
    • 0033245806 scopus 로고    scopus 로고
    • The structure of current affect: Controversies and emerging consensus
    • doi:10.1111/1467-8721.00003
    • Feldman-Barrett, L. and Russell, J. A. 1999. The structure of current affect: Controversies and emerging consensus. Current Directions in Psychological Science, 8(1): 10-14. (doi:10.1111/1467-8721.00003)
    • (1999) Current Directions in Psychological Science , vol.8 , Issue.1 , pp. 10-14
    • Feldman-Barrett, L.1    Russell, J.A.2
  • 18
    • 0035633347 scopus 로고    scopus 로고
    • Four subtle sins in scale development: Some suggestions for strengthening the current paradigm
    • Flynn, L. R. and Pearcy, D. 2001. Four subtle sins in scale development: Some suggestions for strengthening the current paradigm. International Journal of Market Research, 43(4): 409-423.
    • (2001) International Journal of Market Research , vol.43 , Issue.4 , pp. 409-423
    • Flynn, L.R.1    Pearcy, D.2
  • 19
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • doi:10.2307/3151312
    • Fornell, C. and Larcker, D. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50. (doi:10.2307/3151312)
    • (1981) Journal of Marketing Research , vol.18 , Issue.1 , pp. 39-50
    • Fornell, C.1    Larcker, D.2
  • 20
    • 36048938400 scopus 로고    scopus 로고
    • Perceived learning environment and students' emotional experiences: A multilevel analysis of mathematics classrooms
    • doi:10.1016/j.learninstruc.2007.09.001
    • Frenzel, A. C., Pekrun, R. and Goetz, T. 2007. Perceived learning environment and students' emotional experiences: A multilevel analysis of mathematics classrooms. Learning and Instruction, 17(5): 478-493. (doi:10.1016/j.learninstruc.2007.09.001)
    • (2007) Learning and Instruction , vol.17 , Issue.5 , pp. 478-493
    • Frenzel, A.C.1    Pekrun, R.2    Goetz, T.3
  • 22
    • 0002423585 scopus 로고
    • Moods, emotion episodes and emotions
    • In: Lewis M., Haviland I., editors New York, New York,: Guilford
    • Frijda, N. 1993. "Moods, emotion episodes and emotions". In Handbook of emotions, Edited by: Lewis, M. and Haviland, I. 381-403. New York: Guilford.
    • (1993) Handbook of emotions , pp. 381-403
    • Frijda, N.1
  • 23
    • 38749114609 scopus 로고    scopus 로고
    • Antecedents of academic emotions: Testing the internal/external frame of reference model for academic enjoyment
    • doi:10.1016/j.cedpsych.2006.12.002
    • Goetz, T., Frenzel, A. C., Hall, N. C. and Pekrun, R. 2008. Antecedents of academic emotions: Testing the internal/external frame of reference model for academic enjoyment. Contemporary Educational Psychology, 33(1): 9-33. (doi:10.1016/j.cedpsych.2006.12.002)
    • (2008) Contemporary Educational Psychology , vol.33 , Issue.1 , pp. 9-33
    • Goetz, T.1    Frenzel, A.C.2    Hall, N.C.3    Pekrun, R.4
  • 24
    • 84864740842 scopus 로고    scopus 로고
    • Development and construct validation of an academic emotions scale
    • doi:10.1080/15305050701808649
    • Govaerts, S. and Gregoire, J. 2008. Development and construct validation of an academic emotions scale. International Journal of Testing, 8(1): 34-54. (doi:10.1080/15305050701808649)
    • (2008) International Journal of Testing , vol.8 , Issue.1 , pp. 34-54
    • Govaerts, S.1    Gregoire, J.2
  • 26
    • 33846959980 scopus 로고    scopus 로고
    • Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level
    • doi:10.1362/026725706776861226
    • Helgesen, Ø. 2006. Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level. Journal of Marketing Management, 22(3-4): 245-266. (doi:10.1362/026725706776861226)
    • (2006) Journal of Marketing Management , vol.22 , Issue.3-4 , pp. 245-266
    • Helgesen, Ø.1
  • 27
    • 0035529114 scopus 로고    scopus 로고
    • Personal characteristics as moderators of the relationship between customer satisfaction and loyalty-an empirical analysis
    • doi:10.1002/1520-6793(200101)18:1&43::AID-MAR3>3.0.CO;2-I
    • Homburg, C. and Giering, A. 2001. Personal characteristics as moderators of the relationship between customer satisfaction and loyalty-an empirical analysis. Psychology & Marketing, 18(1): 43-66. (doi:10.1002/1520-6793(200101)18:1<43::AID-MAR3>3.0.CO;2-I)
    • (2001) Psychology & Marketing , vol.18 , Issue.1 , pp. 43-66
    • Homburg, C.1    Giering, A.2
  • 28
    • 33746368024 scopus 로고    scopus 로고
    • The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective
    • doi:10.1509/jmkg.70.3.21
    • Homburg, C., Koschate, N. and Hoyer, W. 2006. The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective. Journal of Marketing, 70(3): 21-31. (doi:10.1509/jmkg.70.3.21)
    • (2006) Journal of Marketing , vol.70 , Issue.3 , pp. 21-31
    • Homburg, C.1    Koschate, N.2    Hoyer, W.3
  • 29
  • 30
    • 84863928032 scopus 로고    scopus 로고
    • Investigating the impacts of customer satisfaction on firm performance
    • Jermias, J. 2009. Investigating the impacts of customer satisfaction on firm performance. Gadjah Mada International Journal of Business, 11(3): 341-359.
    • (2009) Gadjah Mada International Journal of Business , vol.11 , Issue.3 , pp. 341-359
    • Jermias, J.1
  • 31
    • 0000076648 scopus 로고
    • A categorized list of emotion definitions, with suggestions for a consensual definition
    • doi:10.1007/BF00992553
    • Kleinginna, P. and Kleinginna, A. 1981. A categorized list of emotion definitions, with suggestions for a consensual definition. Motivation and Emotion, 5(4): 345-379. (doi:10.1007/BF00992553)
    • (1981) Motivation and Emotion , vol.5 , Issue.4 , pp. 345-379
    • Kleinginna, P.1    Kleinginna, A.2
  • 32
    • 23944439128 scopus 로고    scopus 로고
    • Emotions in consumer behavior: A hierarchical approach
    • doi:10.1016/j.jbusres.2003.09.013
    • Laros, F. and Steenkamp, J.-B. 2005. Emotions in consumer behavior: A hierarchical approach. Journal of Business Research, 58(10): 1437-1445. (doi:10.1016/j.jbusres.2003.09.013)
    • (2005) Journal of Business Research , vol.58 , Issue.10 , pp. 1437-1445
    • Laros, F.1    Steenkamp, J.-B.2
  • 34
    • 33845333025 scopus 로고    scopus 로고
    • Emotion research in education: Theoretical and methodological perspectives on the integration of affect, motivation and cognition
    • doi:10.1007/s10648-006-9028-x
    • Linnenbrink, E. 2006. Emotion research in education: Theoretical and methodological perspectives on the integration of affect, motivation and cognition. Educational Psychology Review, 18(4): 307-314. (doi:10.1007/s10648-006-9028-x)
    • (2006) Educational Psychology Review , vol.18 , Issue.4 , pp. 307-314
    • Linnenbrink, E.1
  • 35
    • 2942513735 scopus 로고    scopus 로고
    • Repertory grid technique: An interpretive research framework
    • doi:10.1108/03090560010331261
    • Marsden, D. and Littler, D. 1998. Repertory grid technique: An interpretive research framework. European Journal of Marketing, 34(7): 816-834. (doi:10.1108/03090560010331261)
    • (1998) European Journal of Marketing , vol.34 , Issue.7 , pp. 816-834
    • Marsden, D.1    Littler, D.2
  • 36
    • 44049098378 scopus 로고    scopus 로고
    • The role of emotion in explaining consumer satisfaction and future behavioural intention
    • doi:10.1108/08876040810871183
    • Martin, D., O'Neil, M., Hubbard, S. and Palmer, A. 2008. The role of emotion in explaining consumer satisfaction and future behavioural intention. Journal of Services Marketing, 22(3): 224-236. (doi:10.1108/08876040810871183)
    • (2008) Journal of Services Marketing , vol.22 , Issue.3 , pp. 224-236
    • Martin, D.1    O'Neil, M.2    Hubbard, S.3    Palmer, A.4
  • 37
    • 0031487373 scopus 로고    scopus 로고
    • A study of the relationships between cognitive appraisals and consumption emotions
    • doi:10.1177/0092070397254002
    • Nyer, P. 1997. A study of the relationships between cognitive appraisals and consumption emotions. Journal of the Academy of Marketing Science, 25(4): 296-304. (doi:10.1177/0092070397254002)
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.4 , pp. 296-304
    • Nyer, P.1
  • 38
    • 0002106437 scopus 로고
    • Cognitive, affective and attribute bases of the satisfaction response
    • doi:10.1086/209358
    • Oliver, R. 1993. Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3): 418-430. (doi:10.1086/209358)
    • (1993) Journal of Consumer Research , vol.20 , Issue.3 , pp. 418-430
    • Oliver, R.1
  • 41
    • 33746911574 scopus 로고    scopus 로고
    • Achievement goals and discrete achievement emotions: A theoretical model and prospective test
    • doi:10.1037/0022-0663.98.3.583
    • Pekrun, R., Elliot, A. and Maier, M. 2006. Achievement goals and discrete achievement emotions: A theoretical model and prospective test. Journal of Educational Psychology, 98(3): 583-597. (doi:10.1037/0022-0663.98.3.583)
    • (2006) Journal of Educational Psychology , vol.98 , Issue.3 , pp. 583-597
    • Pekrun, R.1    Elliot, A.2    Maier, M.3
  • 42
    • 0036087015 scopus 로고    scopus 로고
    • Academic emotions in students' self-regulated learning and achievement: A program of qualitative and quantitive research
    • doi:10.1207/S15326985EP3702_4
    • Pekrun, R., Goetz, T., Titz, W. and Perry, R. P. 2002. Academic emotions in students' self-regulated learning and achievement: A program of qualitative and quantitive research. Educational Psychologist, 37(2): 91-105. (doi:10.1207/S15326985EP3702_4)
    • (2002) Educational Psychologist , vol.37 , Issue.2 , pp. 91-105
    • Pekrun, R.1    Goetz, T.2    Titz, W.3    Perry, R.P.4
  • 43
    • 33645927915 scopus 로고    scopus 로고
    • The circumplex model of affect: An integrative approach to affective neuroscience, cognitive development and psychopathology
    • doi:10.1017/S0954579405050340
    • Posner, J., Russell, J. and Peterson, B. 2005. The circumplex model of affect: An integrative approach to affective neuroscience, cognitive development and psychopathology. Development and Psychopathology, 17(3): 715 (doi:10.1017/S0954579405050340)
    • (2005) Development and Psychopathology , vol.17 , Issue.3 , pp. 715
    • Posner, J.1    Russell, J.2    Peterson, B.3
  • 44
    • 61449094787 scopus 로고    scopus 로고
    • The neurophysiological bases of emotion: A study of the affective circumplex using emotion-denoting words
    • doi:10.1002/hbm.20553
    • Posner, J., Russell, J. A., Gerber, A., Gorman, D., Colibazzi, T.Yu, S. 2009. The neurophysiological bases of emotion: A study of the affective circumplex using emotion-denoting words. Human Brain Mapping, 30(3): 883-895. (doi:10.1002/hbm.20553)
    • (2009) Human Brain Mapping , vol.30 , Issue.3 , pp. 883-895
    • Posner, J.1    Russell, J.A.2    Gerber, A.3    Gorman, D.4    Colibazzi, T.5    Yu, S.6
  • 45
    • 21744438808 scopus 로고    scopus 로고
    • Measuring emotions in the consumption experience
    • doi:10.1086/209499
    • Richins, M. 1997. Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2): 127-146. (doi:10.1086/209499)
    • (1997) Journal of Consumer Research , vol.24 , Issue.2 , pp. 127-146
    • Richins, M.1
  • 46
    • 35248835608 scopus 로고    scopus 로고
    • Using the repertory grid to access the underlying realities in key account relationships
    • Rogers, B. and Ryals, L. 2007. Using the repertory grid to access the underlying realities in key account relationships. International Journal of Market Research, 49(5): 595-612.
    • (2007) International Journal of Market Research , vol.49 , Issue.5 , pp. 595-612
    • Rogers, B.1    Ryals, L.2
  • 47
    • 0001126515 scopus 로고    scopus 로고
    • Appraisal determinants of emotions: Constructing a more accurate and comprehensive theory
    • doi:10.1080/026999396380240
    • Roseman, I. 1996. Appraisal determinants of emotions: Constructing a more accurate and comprehensive theory. Cognition and Emotion, 10(3): 241-278. (doi:10.1080/026999396380240)
    • (1996) Cognition and Emotion , vol.10 , Issue.3 , pp. 241-278
    • Roseman, I.1
  • 48
    • 0036891309 scopus 로고    scopus 로고
    • The C-OAR-SE procedure for scale development in marketing
    • doi:10.1016/S0167-8116(02)00097-6
    • Rossiter, J. 2002. The C-OAR-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19(4): 305-335. (doi:10.1016/S0167-8116(02)00097-6)
    • (2002) International Journal of Research in Marketing , vol.19 , Issue.4 , pp. 305-335
    • Rossiter, J.1
  • 49
    • 4644280844 scopus 로고
    • A circumplex model of affect
    • doi:10.1037/h0077714
    • Russell, J. 1980. A circumplex model of affect. Journal of Personality and Social Psychology, 39(6): 1161-1178. (doi:10.1037/h0077714)
    • (1980) Journal of Personality and Social Psychology , vol.39 , Issue.6 , pp. 1161-1178
    • Russell, J.1
  • 50
    • 64549095055 scopus 로고    scopus 로고
    • SERVCON: Development and validation of a multidimensional service convenience scale
    • doi:10.1007/s11747-006-0001-5
    • Seiders, K., Voss, G., Godfrey, A. and Grewal, D. 2007. SERVCON: Development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Science, 35(1): 144-156. (doi:10.1007/s11747-006-0001-5)
    • (2007) Journal of the Academy of Marketing Science , vol.35 , Issue.1 , pp. 144-156
    • Seiders, K.1    Voss, G.2    Godfrey, A.3    Grewal, D.4
  • 51
    • 84992955237 scopus 로고    scopus 로고
    • Antecedents and consequences of trust and satisfaction in buyer-seller relationships
    • doi:10.1108/03090569810204580
    • Selnes, F. 1998. Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32(3/4): 305-322. (doi:10.1108/03090569810204580)
    • (1998) European Journal of Marketing , vol.32 , Issue.3-4 , pp. 305-322
    • Selnes, F.1
  • 52
    • 23244461857 scopus 로고    scopus 로고
    • Affect, risk and decision making
    • doi:10.1037/0278-6133.24.4.S35
    • Slovic, P., Peters, E., Finucane, M. and MacGregor, D. 2005. Affect, risk and decision making. Health Psychology, 24(4): 35-40. (doi:10.1037/0278-6133.24.4.S35)
    • (2005) Health Psychology , vol.24 , Issue.4 , pp. 35-40
    • Slovic, P.1    Peters, E.2    Finucane, M.3    MacGregor, D.4
  • 53
    • 84986031780 scopus 로고    scopus 로고
    • The role of cognitions and emotions in the music-approach-avoidance behavior relationship
    • doi:10.1108/08876040210419415
    • Sweeney, J. and Wyber, F. 2002. The role of cognitions and emotions in the music-approach-avoidance behavior relationship. Journal of Services Marketing, 16(1): 51-69. (doi:10.1108/08876040210419415)
    • (2002) Journal of Services Marketing , vol.16 , Issue.1 , pp. 51-69
    • Sweeney, J.1    Wyber, F.2
  • 54
    • 47849118009 scopus 로고    scopus 로고
    • Customer-based corporate reputation of a service firm: Scale development and validation
    • doi:10.1007/s11747-007-0015-7
    • Walsh, G. and Beatty, S. 2007. Customer-based corporate reputation of a service firm: Scale development and validation. Journal of the Academy of Marketing Science, 35(1): 127-143. (doi:10.1007/s11747-007-0015-7)
    • (2007) Journal of the Academy of Marketing Science , vol.35 , Issue.1 , pp. 127-143
    • Walsh, G.1    Beatty, S.2
  • 55
    • 0024023344 scopus 로고
    • Development and validation of brief measures of positive and negative affect: The PANAS Scales
    • doi:10.1037/0022-3514.54.6.1063
    • Watson, D., Clark, L. and Tellegen, A. 1988. Development and validation of brief measures of positive and negative affect: The PANAS Scales. Journal of Personality and Social Psychology, 54(6): 1063-1070. (doi:10.1037/0022-3514.54.6.1063)
    • (1988) Journal of Personality and Social Psychology , vol.54 , Issue.6 , pp. 1063-1070
    • Watson, D.1    Clark, L.2    Tellegen, A.3
  • 56
    • 33751088789 scopus 로고    scopus 로고
    • Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions
    • doi:10.1080/02642060601011624
    • White, C. 2006. Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions. Service Industries Journal, 26(8): 837-847. (doi:10.1080/02642060601011624)
    • (2006) Service Industries Journal , vol.26 , Issue.8 , pp. 837-847
    • White, C.1
  • 58
    • 79958172943 scopus 로고    scopus 로고
    • The impact of emotions on service quality, satisfaction and positive word-of-mouth intentions over time
    • doi:10.1080/02672571003633610
    • White, C. 2010. The impact of emotions on service quality, satisfaction and positive word-of-mouth intentions over time. Journal of Marketing Management, 26(5-6): 381-394. (doi:10.1080/02672571003633610)
    • (2010) Journal of Marketing Management , vol.26 , Issue.5-6 , pp. 381-394
    • White, C.1
  • 59
    • 29044437581 scopus 로고    scopus 로고
    • Satisfaction emotions and consumer behavioral intentions
    • doi:10.1108/08876040510620184
    • White, C. and Yu, Y.-T. 2005. Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19(6): 411-420. (doi:10.1108/08876040510620184)
    • (2005) Journal of Services Marketing , vol.19 , Issue.6 , pp. 411-420
    • White, C.1    Yu, Y.-T.2
  • 60
    • 1842739143 scopus 로고    scopus 로고
    • The contribution of emotional satisfaction to consumer loyalty
    • doi:10.1108/09564230110393239
    • Yu, Y.-T. and Dean, A. 2001. The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry, 12(3-4): 234-250. (doi:10.1108/09564230110393239)
    • (2001) International Journal of Service Industry , vol.12 , Issue.3-4 , pp. 234-250
    • Yu, Y.-T.1    Dean, A.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.