메뉴 건너뛰기




Volumn 37, Issue 11-12, 2003, Pages 1762-1800

Customer repurchase intention: A general structural equation model

Author keywords

Brand awareness; Customer loyalty; Customer satisfaction; Product quality

Indexed keywords


EID: 85118133402     PISSN: 03090566     EISSN: None     Source Type: Journal    
DOI: 10.1108/03090560310495456     Document Type: Article
Times cited : (909)

References (158)
  • 1
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson, E.W. and Sullivan, M.W. (1993), “The antecedents and consequences of customer satisfaction for firms”, Marketing Science, Vol. 12 No. 2, pp. 125‐43.
    • (1993) Marketing Science , vol.12 , Issue.2 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.W.2
  • 2
    • 85133258449 scopus 로고    scopus 로고
    • Antecedents to satisfaction with service recovery
    • Andreassen, T.W. (2000), “Antecedents to satisfaction with service recovery”, European Journal of Marketing, Vol. 34 No. 1, pp. 156‐75.
    • (2000) European Journal of Marketing , vol.34 , Issue.1 , pp. 156-175
    • Andreassen, T.W.1
  • 4
    • 0004124107 scopus 로고
    • Sage University Paper Series on Quantitative Applicationsthe Social Sciences, 3, Sage Publications, Beverly Hills, CA
    • Asher, H.B. (1976), Causal Modeling, Sage University Paper Series on Quantitative Applications in the Social Sciences, No. 3, Sage Publications, Beverly Hills, CA.
    • (1976) Causal Modeling
    • Asher, H.B.1
  • 5
    • 85135335665 scopus 로고    scopus 로고
    • Linking student satisfaction and service quality perceptions: the case of university education
    • Athiyaman, A. (1997), “Linking student satisfaction and service quality perceptions: the case of university education”, European Journal of Marketing, Vol. 31 No. 7, pp. 528‐40.
    • (1997) European Journal of Marketing , vol.31 , Issue.7 , pp. 528-540
    • Athiyaman, A.1
  • 6
    • 0000890396 scopus 로고
    • A field investigation of causal relations among cognitions, affect, intentions, and behaviour
    • Bagozzi, R.P. (1982), “A field investigation of causal relations among cognitions, affect, intentions, and behaviour”, Journal of Marketing Research, Vol. 19 No. 4, pp. 562‐84.
    • (1982) Journal of Marketing Research , vol.19 , Issue.4 , pp. 562-584
    • Bagozzi, R.P.1
  • 8
    • 0002335592 scopus 로고
    • Selected determinants of consumer satisfaction and complaint reports
    • Bearden, W.O. and Teel, J.E. (1983), “Selected determinants of consumer satisfaction and complaint reports”, Journal of Marketing Research, Vol. 20, February, pp. 21‐8.
    • (1983) Journal of Marketing Research , vol.20 , Issue.February , pp. 21-28
    • Bearden, W.O.1    Teel, J.E.2
  • 9
    • 0030160299 scopus 로고    scopus 로고
    • Determinants of relationship quality: an artificial neural network analysis
    • Bejou, D., Wray, B. and Ingram, T.N. (1996), “Determinants of relationship quality: an artificial neural network analysis”, Journal of Business Research, Vol. 36, June, pp. 137‐43.
    • (1996) Journal of Business Research , vol.36 , Issue.June , pp. 137-143
    • Bejou, D.1    Wray, B.2    Ingram, T.N.3
  • 10
    • 21844501806 scopus 로고
    • Predicting behavior from intention‐to‐buy measures: the parametric case
    • Bemmaor, A.C. (1995), “Predicting behavior from intention‐to‐buy measures: the parametric case”, Journal of Marketing Research, Vol. 32 No. 2, pp. 176‐91.
    • (1995) Journal of Marketing Research , vol.32 , Issue.2 , pp. 176-191
    • Bemmaor, A.C.1
  • 13
  • 14
    • 84951661416 scopus 로고
    • Building service relationships: it's all about promises
    • Bitner, M.J. (1995), “Building service relationships: it's all about promises”, Journal of the Academy of Marketing Science, Vol. 23 No. 4, pp. 246‐51.
    • (1995) Journal of the Academy of Marketing Science , vol.23 , Issue.4 , pp. 246-251
    • Bitner, M.J.1
  • 15
    • 21844492054 scopus 로고
    • Critical service encounters: the employee's viewpoint
    • Bitner, M.J., Booms, B.M. and Mohr, L.A. (1994), “Critical service encounters: the employee's viewpoint”, Journal of Marketing, Vol. 58 No. 4, pp. 95‐106.
    • (1994) Journal of Marketing , vol.58 , Issue.4 , pp. 95-106
    • Bitner, M.J.1    Booms, B.M.2    Mohr, L.A.3
  • 16
    • 0002866667 scopus 로고
    • The service encounter: diagnosing favorable and unfavorable incidents
    • Bitner, M.J., Booms, B.M. and Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54 No. 1, pp. 71‐84.
    • (1990) Journal of Marketing , vol.54 , Issue.1 , pp. 71-84
    • Bitner, M.J.1    Booms, B.M.2    Tetreault, M.S.3
  • 17
    • 84874828341 scopus 로고
    • The effects of customer service on consumer complaining behavior
    • Blodgett, J.G., Wakefield, K.L. and Barnes, J.H. (1995), “The effects of customer service on consumer complaining behavior”, Journal of Services Marketing, Vol. 9 No. 4, pp. 31‐42.
    • (1995) Journal of Services Marketing , vol.9 , Issue.4 , pp. 31-42
    • Blodgett, J.G.1    Wakefield, K.L.2    Barnes, J.H.3
  • 18
    • 85036325219 scopus 로고    scopus 로고
    • On the relationship between store image, store satisfaction and store loyalty
    • Bloemer, J.M.M. and de Ruyter, K. (1998), “On the relationship between store image, store satisfaction and store loyalty”, European Journal of Marketing, Vol. 32 No. 5/6, pp. 499‐513.
    • (1998) European Journal of Marketing , vol.32 , Issue.5-6 , pp. 499-513
    • Bloemer, J.M.M.1    de Ruyter, K.2
  • 19
    • 0001202037 scopus 로고
    • The complex relationship between consumer satisfaction and brand loyalty
    • Bloemer, J.M.M. and Kasper, H.D.P. (1995), “The complex relationship between consumer satisfaction and brand loyalty”, Journal of Economic Psychology, Vol. 16, pp. 311‐29.
    • (1995) Journal of Economic Psychology , vol.16 , pp. 311-329
    • Bloemer, J.M.M.1    Kasper, H.D.P.2
  • 20
    • 0032220721 scopus 로고    scopus 로고
    • A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction
    • Bolton, R.N. (1998), “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”, Marketing Science, Vol. 17 No. 1, pp. 45‐65.
    • (1998) Marketing Science , vol.17 , Issue.1 , pp. 45-65
    • Bolton, R.N.1
  • 21
    • 0001810553 scopus 로고
    • A longitudinal analysis of the impact of service changes on customer attitudes
    • Bolton, R.N. and Drew, J.H. (1991a), “A longitudinal analysis of the impact of service changes on customer attitudes”, Journal of Marketing, Vol. 55 No. 1, pp. 1‐9.
    • (1991) Journal of Marketing , vol.55 , Issue.1 , pp. 1-9
    • Bolton, R.N.1    Drew, J.H.2
  • 22
    • 0000429475 scopus 로고
    • A multistage model of customers' assessments of service quality and value
    • Bolton, R.N. and Drew, J.H. (1991b), “A multistage model of customers' assessments of service quality and value”, Journal of Consumer Research, Vol. 17 No. 4, pp. 375‐84.
    • (1991) Journal of Consumer Research , vol.17 , Issue.4 , pp. 375-384
    • Bolton, R.N.1    Drew, J.H.2
  • 23
    • 0003017387 scopus 로고
    • Linking customer satisfaction to service operations and outcomes
    • Rust, R.T.Oliver, R.L. and,and (Eds), Sage Publications, Thousand Oaks, CA
    • Bolton, R.N. and Drew, J.H. (1994), “Linking customer satisfaction to service operations and outcomes”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 173‐200.
    • (1994) Service Quality: New Directions in Theory and Practice , pp. 173-200
    • Bolton, R.N.1    Drew, J.H.2
  • 24
    • 0032344694 scopus 로고    scopus 로고
    • Empowerment, attribution and apologising as dimensions of service recovery
    • Boshoff, C. and Leong, J. (1998), “Empowerment, attribution and apologising as dimensions of service recovery”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 24‐47.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.1 , pp. 24-47
    • Boshoff, C.1    Leong, J.2
  • 25
    • 0042916415 scopus 로고
    • A dynamic process model of service quality: from expectations to behavioral intentions
    • Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioral intentions”, Journal of Marketing Research, Vol. 30 No. 1, pp. 7‐27.
    • (1993) Journal of Marketing Research , vol.30 , Issue.1 , pp. 7-27
    • Boulding, W.1    Kalra, A.2    Staelin, R.3    Zeithaml, V.A.4
  • 26
    • 85005392589 scopus 로고
    • An index for the measurement of consumer loyalty
    • Burford, R.L., Enis, B.E. and Paul, G.W. (1971), “An index for the measurement of consumer loyalty”, Decision Sciences, Vol. 2 No. 1, pp. 17‐24.
    • (1971) Decision Sciences , vol.2 , Issue.1 , pp. 17-24
    • Burford, R.L.1    Enis, B.E.2    Paul, G.W.3
  • 27
    • 0000418556 scopus 로고
    • Expectations and norms in models of consumer satisfaction
    • Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), “Expectations and norms in models of consumer satisfaction”, Journal of Marketing Research, Vol. 24 No. 3, pp. 305‐14.
    • (1987) Journal of Marketing Research , vol.24 , Issue.3 , pp. 305-314
    • Cadotte, E.R.1    Woodruff, R.B.2    Jenkins, R.L.3
  • 29
    • 0009942377 scopus 로고    scopus 로고
    • INTQUAL – an internal measure of service quality and the link between service quality and business performance
    • Caruana, A. and Pitt, L. (1997), “INTQUAL – an internal measure of service quality and the link between service quality and business performance”, European Journal of Marketing, Vol. 31 No. 8, pp. 604‐16.
    • (1997) European Journal of Marketing , vol.31 , Issue.8 , pp. 604-616
    • Caruana, A.1    Pitt, L.2
  • 30
    • 21344488060 scopus 로고
    • Price, product information, and purchase intention: an empirical study
    • Chang, T.‐Z. and Wildt, A.R. (1994), “Price, product information, and purchase intention: an empirical study”, Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 16‐27.
    • (1994) Journal of the Academy of Marketing Science , vol.22 , Issue.1 , pp. 16-27
    • Chang, T.-Z.1    Wildt, A.R.2
  • 31
    • 85135347490 scopus 로고
    • Marketing applications of intentions data
    • Venkatesan, M. (Ed.), Association for Consumer Research, College Park, MA
    • Clawson, C.J. (1972), “Marketing applications of intentions data”, in Venkatesan, M. (Ed.), Proceedings of the Third Annual Conference of the Association for Consumer Research, Association for Consumer Research, College Park, MA, pp. 522‐35.
    • (1972) Proceedings of the Third Annual Conference of the Association for Consumer Research , pp. 522-535
    • Clawson, C.J.1
  • 32
    • 0347607911 scopus 로고    scopus 로고
    • Customer defection: a study of the student market in Ireland
    • Colgate, M., Stewart, K. and Kinsella, R. (1996), “Customer defection: a study of the student market in Ireland”, International Journal of Bank Marketing, Vol. 14 No. 3, pp. 23‐9.
    • (1996) International Journal of Bank Marketing , vol.14 , Issue.3 , pp. 23-29
    • Colgate, M.1    Stewart, K.2    Kinsella, R.3
  • 33
    • 0002381637 scopus 로고
    • Measuring service quality: a reexamination and extension
    • Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55‐68.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 34
    • 0007744069 scopus 로고
    • SERVPERF versus SERVQUAL: reconciling performance‐based and perceptions‐minus‐expectations measurement of service quality
    • Cronin, J.J. Jr and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance‐based and perceptions‐minus‐expectations measurement of service quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125‐31.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 125-131
    • Cronin, J.J.1    Taylor, S.A.2
  • 35
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin, J.J. Jr, Brady, M.K. and Hult, G.T.M. (2000), “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, Vol. 76 No. 2, pp. 193‐218.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 193-218
    • Cronin, J.J.1    Brady, M.K.2    Hult, G.T.M.3
  • 36
    • 0000013275 scopus 로고
    • Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry
    • Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24 No. 4, pp. 404‐11.
    • (1987) Journal of Marketing Research , vol.24 , Issue.4 , pp. 404-411
    • Crosby, L.A.1    Stephens, N.2
  • 37
    • 0003056894 scopus 로고
    • Relationship quality in services selling: an interpersonal influence perspective
    • Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54 No. 3, pp. 68‐81.
    • (1990) Journal of Marketing , vol.54 , Issue.3 , pp. 68-81
    • Crosby, L.A.1    Evans, K.R.2    Cowles, D.3
  • 38
    • 58149515886 scopus 로고    scopus 로고
    • Modelling customer satisfaction in Telecom New Zealand
    • Danaher, P.J. and Gallagher, R.W. (1997), “Modelling customer satisfaction in Telecom New Zealand”, European Journal of Marketing, Vol. 31 No. 2, pp. 122‐33.
    • (1997) European Journal of Marketing , vol.31 , Issue.2 , pp. 122-133
    • Danaher, P.J.1    Gallagher, R.W.2
  • 39
    • 0002138394 scopus 로고
    • Customer satisfaction during the service delivery process
    • Danaher, P.J. and Mattsson, J. (1994), “Customer satisfaction during the service delivery process”, European Journal of Marketing, Vol. 28 No. 5, pp. 5‐16.
    • (1994) European Journal of Marketing , vol.28 , Issue.5 , pp. 5-16
    • Danaher, P.J.1    Mattsson, J.2
  • 40
  • 42
    • 0041808086 scopus 로고    scopus 로고
    • Customer equity considerations in service recovery: a cross‐industry perspective
    • de Ruyter, K. and Wetzels, M. (2000), “Customer equity considerations in service recovery: a cross‐industry perspective”, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 91‐108.
    • (2000) International Journal of Service Industry Management , vol.11 , Issue.1 , pp. 91-108
    • de Ruyter, K.1    Wetzels, M.2
  • 43
    • 0032341750 scopus 로고    scopus 로고
    • On the relationship between perceived service quality, service loyalty and switching costs
    • de Ruyter, K., Wetzels, M. and Bloemer, J. (1998), “On the relationship between perceived service quality, service loyalty and switching costs”, International Journal of Service Industry Management, Vol. 9 No. 5, pp. 436‐53.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.5 , pp. 436-453
    • de Ruyter, K.1    Wetzels, M.2    Bloemer, J.3
  • 44
    • 0000723634 scopus 로고
    • Effects of price, brand and store information on buyers' product evaluations
    • Dodds, W.R., Monroe, K.B. and Grewal, D. (1991), “Effects of price, brand and store information on buyers' product evaluations”, Journal of Marketing Research, Vol. 28, pp. 307‐19.
    • (1991) Journal of Marketing Research , vol.28 , pp. 307-319
    • Dodds, W.R.1    Monroe, K.B.2    Grewal, D.3
  • 46
    • 22044452159 scopus 로고    scopus 로고
    • Brand equity as a signaling phenomenon
    • Erdem, T. and Swait, J. (1998), “Brand equity as a signaling phenomenon”, Journal of Consumer Psychology, Vol. 7 No. 2, pp. 131‐57.
    • (1998) Journal of Consumer Psychology , vol.7 , Issue.2 , pp. 131-157
    • Erdem, T.1    Swait, J.2
  • 48
    • 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, Vol. 56 No. 1, pp. 6‐21.
    • (1992) Journal of Marketing , vol.56 , Issue.1 , pp. 6-21
    • Fornell, C.1
  • 49
    • 0001043842 scopus 로고
    • A model for customer complaint management
    • Fornell, C. and Wernerfelt, B. (1988), “A model for customer complaint management”, Marketing Science, Vol. 7 No. 3, pp. 287‐98.
    • (1988) Marketing Science , vol.7 , Issue.3 , pp. 287-298
    • Fornell, C.1    Wernerfelt, B.2
  • 50
    • 0030518346 scopus 로고    scopus 로고
    • The American customer satisfaction index: nature, purpose, and findings
    • Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), “The American customer satisfaction index: nature, purpose, and findings”, Journal of Marketing, Vol. 60 No. 4, pp. 7‐18.
    • (1996) Journal of Marketing , vol.60 , Issue.4 , pp. 7-18
    • Fornell, C.1    Johnson, M.D.2    Anderson, E.W.3    Cha, J.4    Bryant, B.E.5
  • 51
    • 0033423162 scopus 로고    scopus 로고
    • The different roles of satisfaction, trust and commitment in customer relationships
    • Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust and commitment in customer relationships”, Journal of Marketing, Vol. 63 No. 2, pp. 70‐87.
    • (1999) Journal of Marketing , vol.63 , Issue.2 , pp. 70-87
    • Garbarino, E.1    Johnson, M.S.2
  • 52
    • 0000414350 scopus 로고
    • Consumer responses to service failures: influence of procedural and interactional fairness perceptions
    • Goodwin, C. and Ross, I. (1992), “Consumer responses to service failures: influence of procedural and interactional fairness perceptions”, Journal of Business Research, Vol. 25, pp. 149‐63.
    • (1992) Journal of Business Research , vol.25 , pp. 149-163
    • Goodwin, C.1    Ross, I.2
  • 53
    • 84911526248 scopus 로고
    • On the predictive accuracy of subjective purchase probabilities
    • Venkatesan, M. (Ed.), Association for Consumer Research, College Park, MA
    • Granbois, D.H. and Summers, J.O. (1972), “On the predictive accuracy of subjective purchase probabilities”, in Venkatesan, M. (Ed.), Proceedings of the Third Annual Conference of the Association for Consumer Research, Association for Consumer Research, College Park, MA, pp. 502‐11.
    • (1972) Proceedings of the Third Annual Conference of the Association for Consumer Research , pp. 502-511
    • Granbois, D.H.1    Summers, J.O.2
  • 54
    • 0033481637 scopus 로고    scopus 로고
    • The dark side of long‐term relationships in marketing services
    • Grayson, K. and Ambler, T. (1999), “The dark side of long‐term relationships in marketing services”, Journal of Marketing Research, Vol. 36 No. 1, pp. 132‐41.
    • (1999) Journal of Marketing Research , vol.36 , Issue.1 , pp. 132-141
    • Grayson, K.1    Ambler, T.2
  • 56
    • 0032391668 scopus 로고    scopus 로고
    • The effects of price‐comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions
    • Grewal, D., Monroe, K.B. and Krishnan, R. (1998b), “The effects of price‐comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions”, Journal of Marketing, Vol. 62 No. 2, pp. 46‐59.
    • (1998) Journal of Marketing , vol.62 , Issue.2 , pp. 46-59
    • Grewal, D.1    Monroe, K.B.2    Krishnan, R.3
  • 57
    • 0032159339 scopus 로고    scopus 로고
    • The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions
    • Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998a), “The effect of store name, brand name and price discounts on consumers' evaluations and purchase intentions”, Journal of Retailing, Vol. 74 No. 3, pp. 331‐52.
    • (1998) Journal of Retailing , vol.74 , Issue.3 , pp. 331-352
    • Grewal, D.1    Krishnan, R.2    Baker, J.3    Borin, N.4
  • 58
    • 0007910425 scopus 로고
    • A transaction cost approach to consumer dissatisfaction and complaint actions
    • Grønhaug, K. and Gilly, M.C. (1991), “A transaction cost approach to consumer dissatisfaction and complaint actions”, Journal of Economic Psychology, Vol. 12, pp. 165‐83.
    • (1991) Journal of Economic Psychology , vol.12 , pp. 165-183
    • Grønhaug, K.1    Gilly, M.C.2
  • 59
    • 84991945637 scopus 로고    scopus 로고
    • Value‐driven relational marketing: from products to resources and competencies
    • Grönroos, C. (1997), “Value‐driven relational marketing: from products to resources and competencies”, Journal of Marketing Management, Vol. 13 No. 5, pp. 407‐19.
    • (1997) Journal of Marketing Management , vol.13 , Issue.5 , pp. 407-419
    • Grönroos, C.1
  • 60
    • 0030500171 scopus 로고    scopus 로고
    • The relationships of customer satisfaction, customer loyalty and profitability: an empirical study
    • Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty and profitability: an empirical study”, International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27‐42.
    • (1996) International Journal of Service Industry Management , vol.7 , Issue.4 , pp. 27-42
    • Hallowell, R.1
  • 63
    • 0032336623 scopus 로고    scopus 로고
    • Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship
    • Hocutt, M.A. (1998), “Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship”, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 189‐200.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.2 , pp. 189-200
    • Hocutt, M.A.1
  • 64
    • 3142705804 scopus 로고    scopus 로고
    • Perceived justice needs and recovery evaluation: a contingency approach
    • Hoffman, K.D. and Kelley, S.W. (2000), “Perceived justice needs and recovery evaluation: a contingency approach”, European Journal of Marketing, Vol. 34 No. 3/4, pp. 418‐32.
    • (2000) European Journal of Marketing , vol.34 , Issue.3-4 , pp. 418-432
    • Hoffman, K.D.1    Kelley, S.W.2
  • 67
    • 0001147816 scopus 로고
    • The components of perceived risk
    • Venkatesan, M. (Ed.), Association for Consumer Research, College Park, MD
    • Jacoby, J. and Kaplan, L.B. (1972), “The components of perceived risk”, in Venkatesan, M. (Ed.), Proceedings, Third Annual Conference, Association for Consumer Research, Association for Consumer Research, College Park, MD, pp. 382‐93.
    • (1972) Proceedings, Third Annual Conference, Association for Consumer Research , pp. 382-393
    • Jacoby, J.1    Kaplan, L.B.2
  • 68
    • 3543130038 scopus 로고
    • The zone of tolerance. Exploring the relationship between service transactions and satisfaction with the overall service
    • Johnston, R. (1995), “The zone of tolerance. Exploring the relationship between service transactions and satisfaction with the overall service”, International Journal of Service Industry Management, Vol. 6 No. 2, pp. 46‐61.
    • (1995) International Journal of Service Industry Management , vol.6 , Issue.2 , pp. 46-61
    • Johnston, R.1
  • 69
    • 0013146939 scopus 로고    scopus 로고
    • Switching barriers and repurchase intentions in services
    • Jones, M.A., Mothersbaugh, D.L. and Beatty, S.E. (2000), “Switching barriers and repurchase intentions in services”, Journal of Retailing, Vol. 76 No. 2, pp. 259‐74.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 259-274
    • Jones, M.A.1    Mothersbaugh, D.L.2    Beatty, S.E.3
  • 70
    • 0001848840 scopus 로고
    • Why satisfied customers defect
    • Jones, T.O. and Sasser, W.E. Jr (1995), “Why satisfied customers defect”, Harvard Business Review, Vol. 73 No. 6, pp. 88‐99.
    • (1995) Harvard Business Review , vol.73 , Issue.6 , pp. 88-99
    • Jones, T.O.1    Sasser, W.E.2
  • 71
    • 0007183523 scopus 로고
    • Components of perceived risk in product purchase: a cross‐validation
    • Kaplan, L.B., Szybillo, G.J. and Jacoby, J. (1974), “Components of perceived risk in product purchase: a cross‐validation”, Journal of Applied Psychology, Vol. 59 No. 3, pp. 287‐91.
    • (1974) Journal of Applied Psychology , vol.59 , Issue.3 , pp. 287-291
    • Kaplan, L.B.1    Szybillo, G.J.2    Jacoby, J.3
  • 72
    • 0011590708 scopus 로고
    • Brand retrieval, consideration set composition, consumer choice, and the pioneering advantage
    • Kardes, F.R., Kalyanaram, G., Chandrashekaran, M. and Dornoff, R.J. (1993), “Brand retrieval, consideration set composition, consumer choice, and the pioneering advantage”, Journal of Consumer Research, Vol. 20, June, pp. 62‐75.
    • (1993) Journal of Consumer Research , vol.20 , Issue.June , pp. 62-75
    • Kardes, F.R.1    Kalyanaram, G.2    Chandrashekaran, M.3    Dornoff, R.J.4
  • 73
    • 21144464139 scopus 로고
    • Asymmetric response to price in consumer brand choice and purchase quantity decisions
    • Krishnamurthi, L., Mazumdar, T. and Raj, S.P. (1992), “Asymmetric response to price in consumer brand choice and purchase quantity decisions”, Journal of Consumer Research, Vol. 19 No. 3, pp. 387‐400.
    • (1992) Journal of Consumer Research , vol.19 , Issue.3 , pp. 387-400
    • Krishnamurthi, L.1    Mazumdar, T.2    Raj, S.P.3
  • 75
    • 84911359492 scopus 로고
    • The nature of customer relationships in services
    • Swartz, T.A.Brown, D.E.Brown, S.W. and,and (Eds), JAI Press, Greenwich, CT
    • Liljander, V. and Strandvik, T. (1995), “The nature of customer relationships in services”, in Swartz, T.A., Brown, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 4, JAI Press, Greenwich, CT, pp. 141‐67.
    • (1995) Advances in Services Marketing and Management , vol.4 , pp. 141-167
    • Liljander, V.1    Strandvik, T.2
  • 76
    • 0038591374 scopus 로고
    • The development of a scale to measure consumer discontent
    • Lundstrom, W.J. and Lamont, L.M. (1976), “The development of a scale to measure consumer discontent”, Journal of Market Research, Vol. 13, November, pp. 373‐81.
    • (1976) Journal of Market Research , vol.13 , Issue.November , pp. 373-381
    • Lundstrom, W.J.1    Lamont, L.M.2
  • 78
    • 84986082086 scopus 로고    scopus 로고
    • Customer satisfaction with services: putting perceived value into the equation
    • McDougall, G.H.G. and Levesque, T. (2000), “Customer satisfaction with services: putting perceived value into the equation”, Journal of Services Marketing, Vol. 14 No. 5, pp. 392‐410.
    • (2000) Journal of Services Marketing , vol.14 , Issue.5 , pp. 392-410
    • McDougall, G.H.G.1    Levesque, T.2
  • 79
    • 21344476950 scopus 로고
    • Competition to retain customers
    • McGahan, A.M. and Ghemawat, P. (1994), “Competition to retain customers”, Marketing Science, Vol. 13 No. 2, pp. 165‐76.
    • (1994) Marketing Science , vol.13 , Issue.2 , pp. 165-176
    • McGahan, A.M.1    Ghemawat, P.2
  • 80
    • 0002106437 scopus 로고
    • Assessing the dimensionality and structure of the consumption experience – evaluation, feeling, and satisfaction
    • Mano, H. and Oliver, R.L. (1993), “Assessing the dimensionality and structure of the consumption experience – evaluation, feeling, and satisfaction”, Journal of Consumer Research, Vol. 20 No. 3, pp. 451‐66.
    • (1993) Journal of Consumer Research , vol.20 , Issue.3 , pp. 451-466
    • Mano, H.1    Oliver, R.L.2
  • 81
    • 0029637652 scopus 로고
    • Mathematical models of brand choice behavior
    • Manrai, A.K. (1995), “Mathematical models of brand choice behavior”, European Journal of Operational Research, Vol. 82, pp. 1‐17.
    • (1995) European Journal of Operational Research , vol.82 , pp. 1-17
    • Manrai, A.K.1
  • 82
    • 0033245090 scopus 로고    scopus 로고
    • The role of direction of comparison, attribute‐based processing, and attitude‐based processing in consumer preference
    • Mantel, S.P. and Kardes, F.R. (1999), “The role of direction of comparison, attribute‐based processing, and attitude‐based processing in consumer preference”, The Journal of Consumer Research, Vol. 25 No. 4, pp. 335‐52.
    • (1999) The Journal of Consumer Research , vol.25 , Issue.4 , pp. 335-352
    • Mantel, S.P.1    Kardes, F.R.2
  • 83
    • 85135286608 scopus 로고
    • A model for marketing planning for new products
    • Martensen, A. (1993), “A model for marketing planning for new products”, Marketing and Research Today, pp. 247‐66.
    • (1993) Marketing and Research Today , pp. 247-266
    • Martensen, A.1
  • 84
    • 38249001786 scopus 로고
    • The structure and determinants of consumer complaint intentions and behavior
    • Maute, M.F. and Forrester, W.R. Jr (1993), “The structure and determinants of consumer complaint intentions and behavior”, Journal of Economic Psychology, Vol. 14 No. 3, pp. 219‐47.
    • (1993) Journal of Economic Psychology , vol.14 , Issue.3 , pp. 219-247
    • Maute, M.F.1    Forrester, W.R.2
  • 85
    • 84986170584 scopus 로고    scopus 로고
    • Why do customers switch? The dynamics of satisfaction versus loyalty
    • Mittal, B. and Lassar, W.M. (1998), “Why do customers switch? The dynamics of satisfaction versus loyalty”, The Journal of Services Marketing, Vol. 12 No. 3, pp. 177‐94.
    • (1998) The Journal of Services Marketing , vol.12 , Issue.3 , pp. 177-194
    • Mittal, B.1    Lassar, W.M.2
  • 86
    • 0035530178 scopus 로고    scopus 로고
    • Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics
    • Mittal, V. and Kamakura, W.A. (2001), “Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics”, Journal of Marketing Research, Vol. 38 No. 1, pp. 131‐42.
    • (2001) Journal of Marketing Research , vol.38 , Issue.1 , pp. 131-142
    • Mittal, V.1    Kamakura, W.A.2
  • 87
    • 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. Jr and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute‐level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62 No. 1, pp. 33‐47.
    • (1998) Journal of Marketing , vol.62 , Issue.1 , pp. 33-47
    • Mittal, V.1    Ross, W.T.2    Baldasare, P.M.3
  • 88
    • 21344475322 scopus 로고
    • The commitment‐trust theory of relationship marketing
    • Morgan, R.M. and Hunt, S.D. (1994), “The commitment‐trust theory of relationship marketing”, Journal of Marketing, Vol. 58 No. 3, pp. 20‐38.
    • (1994) Journal of Marketing , vol.58 , Issue.3 , pp. 20-38
    • Morgan, R.M.1    Hunt, S.D.2
  • 90
    • 0007139680 scopus 로고
    • Time and outcome valuation: implications for marketing decision making
    • Mowen, J.C. and Mowen, M.M. (1991), “Time and outcome valuation: implications for marketing decision making”, Journal of Marketing, Vol. 55 No. 4, pp. 54‐62.
    • (1991) Journal of Marketing , vol.55 , Issue.4 , pp. 54-62
    • Mowen, J.C.1    Mowen, M.M.2
  • 91
    • 0002441636 scopus 로고
    • A test of services marketing theory: consumer information aquisition activities
    • Murray, K.B. (1991), “A test of services marketing theory: consumer information aquisition activities”, Journal of Marketing, Vol. 55 No. 1, pp. 10‐25.
    • (1991) Journal of Marketing , vol.55 , Issue.1 , pp. 10-25
    • Murray, K.B.1
  • 92
    • 0010095159 scopus 로고    scopus 로고
    • Satisfaction is nice, but value drives loyalty
    • Neal, W.D. (1999), “Satisfaction is nice, but value drives loyalty”, Marketing Research, Vol. 11 No. 1, pp. 21‐4.
    • (1999) Marketing Research , vol.11 , Issue.1 , pp. 21-24
    • Neal, W.D.1
  • 93
    • 0027633471 scopus 로고
    • From value chain to value constellation: designing interactive strategy
    • Normann, R. and Ramírez, R. (1993), “From value chain to value constellation: designing interactive strategy”, Harvard Business Review, Vol. 71 No. 4, pp. 65‐77.
    • (1993) Harvard Business Review , vol.71 , Issue.4 , pp. 65-77
    • Normann, R.1    Ramírez, R.2
  • 94
    • 0002877322 scopus 로고
    • A catastrophe model for developing service satisfaction strategies
    • Oliva, T.A., Oliver, R.L. and Macmillan, I.C. (1992), “A catastrophe model for developing service satisfaction strategies”, Journal of Marketing, Vol. 56 No. 3, pp. 83‐95.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 83-95
    • Oliva, T.A.1    Oliver, R.L.2    Macmillan, I.C.3
  • 95
    • 0000396442 scopus 로고
    • A cognitive model of the antecedents and consequences of satisfaction decisions
    • Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460‐9.
    • (1980) Journal of Marketing Research , vol.17 , Issue.November , pp. 460-469
    • Oliver, R.L.1
  • 96
    • 0002757343 scopus 로고
    • Measurement and evaluation of satisfaction processes in retail settings
    • Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings”, Journal of Retailing, Vol. 57 No. 3, pp. 25‐48.
    • (1981) Journal of Retailing , vol.57 , Issue.3 , pp. 25-48
    • Oliver, R.L.1
  • 97
    • 0002106437 scopus 로고
    • Cognitive, affective and attribute bases of the satisfaction response
    • Oliver, R.L. (1993), “Cognitive, affective and attribute bases of the satisfaction response”, Journal of Consumer Research, Vol. 20 No. 3, pp. 418‐30.
    • (1993) Journal of Consumer Research , vol.20 , Issue.3 , pp. 418-430
    • Oliver, R.L.1
  • 98
    • 0001521588 scopus 로고
    • Disconfirmation processes and consumer evaluations in product usage
    • Oliver, R.L. and Bearden, W.O. (1985), “Disconfirmation processes and consumer evaluations in product usage”, Journal of Business Research, Vol. 13, pp. 235‐46.
    • (1985) Journal of Business Research , vol.13 , pp. 235-246
    • Oliver, R.L.1    Bearden, W.O.2
  • 99
    • 0000955112 scopus 로고
    • Response determinants in satisfaction judgements
    • Oliver, R.L. and DeSarbo, W.S. (1988), “Response determinants in satisfaction judgements”, Journal of Consumer Research, Vol. 14, March, pp. 495‐507.
    • (1988) Journal of Consumer Research , vol.14 , Issue.March , pp. 495-507
    • Oliver, R.L.1    DeSarbo, W.S.2
  • 100
    • 0002852072 scopus 로고
    • Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach
    • Oliver, R.L. and Swan, J.E. (1989), “Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach”, Journal of Marketing, Vol. 53 No. 2, pp. 21‐35.
    • (1989) Journal of Marketing , vol.53 , Issue.2 , pp. 21-35
    • Oliver, R.L.1    Swan, J.E.2
  • 101
    • 84986116939 scopus 로고
    • Consumer trade‐offs and the evaluation of services
    • Ostrom, A. and Iacobucci, D. (1995), “Consumer trade‐offs and the evaluation of services”, Journal of Marketing, Vol. 59 No. 1, pp. 17‐28.
    • (1995) Journal of Marketing , vol.59 , Issue.1 , pp. 17-28
    • Ostrom, A.1    Iacobucci, D.2
  • 102
    • 0001312089 scopus 로고
    • Refinement and reassessment of the SERVQUAL scale
    • Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991), “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, pp. 420‐50.
    • (1991) Journal of Retailing , vol.67 , Issue.4 , pp. 420-450
    • Parasuraman, A.1    Berry, L.L.2    Zeithaml, V.A.3
  • 103
    • 0001312089 scopus 로고
    • SERVQUAL: a multiple‐item scale for measuring customer perceptions of service quality
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple‐item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12‐40.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 104
    • 0000977997 scopus 로고
    • Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994a), “Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria”, Journal of Retailing, Vol. 70 No. 3, pp. 201‐30.
    • (1994) Journal of Retailing , vol.70 , Issue.3 , pp. 201-230
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 105
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: implications for further research
    • Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994b), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 111‐24.
    • (1994) Journal of Marketing , vol.58 , Issue.1 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 106
    • 0031314022 scopus 로고    scopus 로고
    • Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination
    • Patterson, P.G. and Spreng, R.A. (1997), “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination”, International Journal of Service Industry Management, Vol. 8 No. 5, pp. 414‐34.
    • (1997) International Journal of Service Industry Management , vol.8 , Issue.5 , pp. 414-434
    • Patterson, P.G.1    Spreng, R.A.2
  • 108
    • 0042617307 scopus 로고
    • Canonical analysis of relations between socio‐economic risk and personal influence in purchase decisions
    • Perry, M. and Hamm, B.C. (1969), “Canonical analysis of relations between socio‐economic risk and personal influence in purchase decisions”, Journal of Marketing Research, Vol. 6 No. 3, pp. 351‐4.
    • (1969) Journal of Marketing Research , vol.6 , Issue.3 , pp. 351-354
    • Perry, M.1    Hamm, B.C.2
  • 109
    • 0002690288 scopus 로고
    • A comparative analysis of three consumer decision strategies
    • Peter, J.P. and Tarpey, L.X. Sr (1975), “A comparative analysis of three consumer decision strategies”, Journal of Consumer Research, Vol. 2 No. 1, pp. 29‐37.
    • (1975) Journal of Consumer Research , vol.2 , Issue.1 , pp. 29-37
    • Peter, J.P.1    Tarpey, L.X.2
  • 110
    • 84973668201 scopus 로고    scopus 로고
    • The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation
    • Powpaka, S. (1996), “The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation”, The Journal of Services Marketing, Vol. 10 No. 2, pp. 5‐25.
    • (1996) The Journal of Services Marketing , vol.10 , Issue.2 , pp. 5-25
    • Powpaka, S.1
  • 111
    • 84992932637 scopus 로고
    • Going to extremes: managing service encounters and assessing provider performance
    • Price, L.L., Arnould, E.J. and Tierney, P. (1995), “Going to extremes: managing service encounters and assessing provider performance”, Journal of Marketing, Vol. 59 No. 2, pp. 83‐97.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 83-97
    • Price, L.L.1    Arnould, E.J.2    Tierney, P.3
  • 114
    • 0000516487 scopus 로고
    • The moderating effect of prior knowledge on cue utilization in product evaluations
    • Rao, A.R. and Monroe, K.B. (1988), “The moderating effect of prior knowledge on cue utilization in product evaluations”, Journal of Consumer Research, Vol. 15 No. 2, pp. 253‐64.
    • (1988) Journal of Consumer Research , vol.15 , Issue.2 , pp. 253-264
    • Rao, A.R.1    Monroe, K.B.2
  • 115
    • 85133004179 scopus 로고    scopus 로고
    • The value concept and relationship marketing
    • Ravald, A. and Grönroos, C. (1996), “The value concept and relationship marketing”, European Journal of Marketing, Vol. 30 No. 2, pp. 19‐30.
    • (1996) European Journal of Marketing , vol.30 , Issue.2 , pp. 19-30
    • Ravald, A.1    Grönroos, C.2
  • 116
    • 0002433581 scopus 로고    scopus 로고
    • Learning from customer defections
    • Reichheld, F.F. (1996), “Learning from customer defections”, Harvard Business Review, Vol. 74 No. 2, pp. 56‐69.
    • (1996) Harvard Business Review , vol.74 , Issue.2 , pp. 56-69
    • Reichheld, F.F.1
  • 117
    • 0000397509 scopus 로고
    • Development and testing of a model of consideration set composition
    • Roberts, J.H. and Lattin, J.M. (1991), “Development and testing of a model of consideration set composition”, Journal of Marketing Research, Vol. 28 No. 4, pp. 429‐40.
    • (1991) Journal of Marketing Research , vol.28 , Issue.4 , pp. 429-440
    • Roberts, J.H.1    Lattin, J.M.2
  • 118
    • 0031506841 scopus 로고    scopus 로고
    • Consideration: review of research and prospects for future insights
    • Roberts, J.H. and Lattin, J.M. (1997), “Consideration: review of research and prospects for future insights”, Journal of Marketing Research, Vol. 34 No. 3, pp. 406‐10.
    • (1997) Journal of Marketing Research , vol.34 , Issue.3 , pp. 406-410
    • Roberts, J.H.1    Lattin, J.M.2
  • 120
    • 0002591399 scopus 로고
    • Consumer rankings of risk reduction methods
    • Roselius, T. (1971), “Consumer rankings of risk reduction methods”, Journal of Marketing, Vol. 35 No. 1, pp. 56‐61.
    • (1971) Journal of Marketing , vol.35 , Issue.1 , pp. 56-61
    • Roselius, T.1
  • 122
    • 0030526935 scopus 로고    scopus 로고
    • A framework for investigating habits, ‘the hands of the past,’ and heterogeneity in dynamic brand choice
    • Roy, R., Chintagunta, P.K. and Haldar, S. (1996), “A framework for investigating habits, ‘the hands of the past,’ and heterogeneity in dynamic brand choice”, Marketing Science, Vol. 15 No. 3, pp. 280‐99.
    • (1996) Marketing Science , vol.15 , Issue.3 , pp. 280-299
    • Roy, R.1    Chintagunta, P.K.2    Haldar, S.3
  • 123
    • 39149097400 scopus 로고
    • Customer satisfaction, customer retention and market share
    • Rust, R.T. and Zahorik, A.J. (1993), “Customer satisfaction, customer retention and market share”, Journal of Retailing, Vol. 69 No. 2, pp. 193‐215.
    • (1993) Journal of Retailing , vol.69 , Issue.2 , pp. 193-215
    • Rust, R.T.1    Zahorik, A.J.2
  • 124
    • 85107982221 scopus 로고
    • Return on quality (ROQ): making service quality financially accountable
    • Rust, R.T., Zahorik, A.J. and Keiningham, T.L. (1995), “Return on quality (ROQ): making service quality financially accountable”, Journal of Marketing, Vol. 59 No. 2, pp. 58‐70.
    • (1995) Journal of Marketing , vol.59 , Issue.2 , pp. 58-70
    • Rust, R.T.1    Zahorik, A.J.2    Keiningham, T.L.3
  • 125
    • 84992955237 scopus 로고    scopus 로고
    • Antecedents and consequences of trust and satisfaction in buyer‐seller relationships
    • Selnes, F. (1998), “Antecedents and consequences of trust and satisfaction in buyer‐seller relationships”, European Journal of Marketing, Vol. 32 No. 3/4, pp. 305‐22.
    • (1998) European Journal of Marketing , vol.32 , Issue.3-4 , pp. 305-322
    • Selnes, F.1
  • 126
    • 0034365074 scopus 로고    scopus 로고
    • Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services
    • Sharma, N. and Patterson, P.G. (2000), “Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services”, International Journal of Service Industry Management, Vol. 11 No. 5, pp. 470‐90.
    • (2000) International Journal of Service Industry Management , vol.11 , Issue.5 , pp. 470-490
    • Sharma, N.1    Patterson, P.G.2
  • 127
    • 84936823564 scopus 로고
    • The theory of reasoned action: a meta‐analysis of past research with recommendations for modifications and future research
    • Sheppard, B.H., Hartwick, J. and Warshaw, P.R. (1988), “The theory of reasoned action: a meta‐analysis of past research with recommendations for modifications and future research”, Journal of Consumer Research, Vol. 15 No. 3, pp. 325‐43.
    • (1988) Journal of Consumer Research , vol.15 , Issue.3 , pp. 325-343
    • Sheppard, B.H.1    Hartwick, J.2    Warshaw, P.R.3
  • 128
    • 85047674211 scopus 로고
    • Consideration set influences on consumer decision‐making and choice: issues, models and suggestions
    • Shocker, A.D., Ben‐Akiva, M., Boccara, B. and Nedungadi, P. (1991), “Consideration set influences on consumer decision‐making and choice: issues, models and suggestions”, Marketing Letters, Vol. 2 No. 3, pp. 181‐97.
    • (1991) Marketing Letters , vol.2 , Issue.3 , pp. 181-197
    • Shocker, A.D.1    Ben‐Akiva, M.2    Boccara, B.3    Nedungadi, P.4
  • 129
    • 34247824687 scopus 로고
    • Understanding the structure of consumers' satisfaction evaluations of service delivery
    • Singh, J. (1991), “Understanding the structure of consumers' satisfaction evaluations of service delivery”, Journal of The Academy of Marketing Science, Vol. 19 No. 3, pp. 223‐44.
    • (1991) Journal of The Academy of Marketing Science , vol.19 , Issue.3 , pp. 223-244
    • Singh, J.1
  • 130
    • 0032383117 scopus 로고    scopus 로고
    • An integrated approach toward the spatial modeling of perceived customer value
    • Sinha, I. and DeSarbo, W.S. (1998), “An integrated approach toward the spatial modeling of perceived customer value”, Journal of Marketing Research, Vol. 35 No. 2, pp. 236‐49.
    • (1998) Journal of Marketing Research , vol.35 , Issue.2 , pp. 236-249
    • Sinha, I.1    DeSarbo, W.S.2
  • 131
    • 0033238406 scopus 로고    scopus 로고
    • A model of customer satisfaction with service encounters involving failure and recovery
    • Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service encounters involving failure and recovery”, Journal of Marketing Research, Vol. 36 No. 3, pp. 356‐72.
    • (1999) Journal of Marketing Research , vol.36 , Issue.3 , pp. 356-372
    • Smith, A.K.1    Bolton, R.N.2    Wagner, J.3
  • 132
    • 0029609295 scopus 로고
    • Quality, sacrifice, and value in hospital choice
    • Smith Gooding, S.K. (1995), “Quality, sacrifice, and value in hospital choice”, Journal of Health Care Marketing, Vol. 15 No. 4, pp. 24‐31.
    • (1995) Journal of Health Care Marketing , vol.15 , Issue.4 , pp. 24-31
    • Smith Gooding, S.K.1
  • 133
    • 1842663410 scopus 로고    scopus 로고
    • Customer satisfaction and its consequences on customer behaviour revisited
    • Söderlund, M. (1998), “Customer satisfaction and its consequences on customer behaviour revisited”, International Journal of Service Industry Management, Vol. 9 No. 2, pp. 169‐88.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.2 , pp. 169-188
    • Söderlund, M.1
  • 134
    • 0030161598 scopus 로고    scopus 로고
    • An empirical examination of a model of perceived service quality and satisfaction
    • Spreng, R.A. and Mackoy, R.D. (1996), “An empirical examination of a model of perceived service quality and satisfaction”, Journal of Retailing, Vol. 72 No. 2, pp. 201‐14.
    • (1996) Journal of Retailing , vol.72 , Issue.2 , pp. 201-214
    • Spreng, R.A.1    Mackoy, R.D.2
  • 135
    • 0006504654 scopus 로고    scopus 로고
    • New insights into switching behavior
    • Srinivasan, M. (1996), “New insights into switching behavior”, Marketing Research, Vol. 8 No. 3, pp. 27‐33.
    • (1996) Marketing Research , vol.8 , Issue.3 , pp. 27-33
    • Srinivasan, M.1
  • 136
    • 85013047598 scopus 로고    scopus 로고
    • The effect of demographic variables on perceived claims service quality
    • Stafford, M.R. and Wells, B.P. (1996), “The effect of demographic variables on perceived claims service quality”, Journal of Insurance Issues, Vol. 19 No. 2, pp. 163‐82.
    • (1996) Journal of Insurance Issues , vol.19 , Issue.2 , pp. 163-182
    • Stafford, M.R.1    Wells, B.P.2
  • 137
    • 84986086688 scopus 로고    scopus 로고
    • Determinants of service quality and satisfaction in the auto casualty claims process
    • Stafford, M.R., Stafford, T.F. and Wells, B.P. (1998), “Determinants of service quality and satisfaction in the auto casualty claims process”, The Journal of Services Marketing, Vol. 12 No. 6, pp. 426‐40.
    • (1998) The Journal of Services Marketing , vol.12 , Issue.6 , pp. 426-440
    • Stafford, M.R.1    Stafford, T.F.2    Wells, B.P.3
  • 141
    • 0000455143 scopus 로고
    • Postpurchase communications by consumers
    • Swan, J.E. and Oliver, R.L. (1989), “Postpurchase communications by consumers”, Journal of Retailing, Vol. 65 No. 4, pp. 516‐33.
    • (1989) Journal of Retailing , vol.65 , Issue.4 , pp. 516-533
    • Swan, J.E.1    Oliver, R.L.2
  • 142
    • 0002671379 scopus 로고
    • Disconfirmation of expectations and satisfaction with a retail service
    • Swan, J.E. and Trawick, I.F. (1981), “Disconfirmation of expectations and satisfaction with a retail service”, Journal of Retailing, Vol. 57 No. 3, pp. 49‐67.
    • (1981) Journal of Retailing , vol.57 , Issue.3 , pp. 49-67
    • Swan, J.E.1    Trawick, I.F.2
  • 143
    • 0033092827 scopus 로고    scopus 로고
    • The role of perceived risk in the quality‐value relationship: a study in a retail environment
    • Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1999), “The role of perceived risk in the quality‐value relationship: a study in a retail environment”, Journal of Retailing, Vol. 75 No. 1, pp. 77‐105.
    • (1999) Journal of Retailing , vol.75 , Issue.1 , pp. 77-105
    • Sweeney, J.C.1    Soutar, G.N.2    Johnson, L.W.3
  • 144
    • 23044524820 scopus 로고    scopus 로고
    • Customer satisfaction: a meta‐analysis of the empirical evidence
    • Szymanski, D.M. and Henard, D.H. (2001), “Customer satisfaction: a meta‐analysis of the empirical evidence”, Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16‐35.
    • (2001) Journal of the Academy of Marketing Science , vol.29 , Issue.1 , pp. 16-35
    • Szymanski, D.M.1    Henard, D.H.2
  • 145
    • 0040738604 scopus 로고    scopus 로고
    • An alternative view of relationship marketing: a framework for ethical analysis
    • Takala, T. and Uusitalo, O. (1996), “An alternative view of relationship marketing: a framework for ethical analysis”, European Journal of Marketing, Vol. 30 No. 2, pp. 45‐60.
    • (1996) European Journal of Marketing , vol.30 , Issue.2 , pp. 45-60
    • Takala, T.1    Uusitalo, O.2
  • 146
    • 0032372563 scopus 로고    scopus 로고
    • Customer evaluations of service complaint experiences: implications for relationship marketing
    • Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, Vol. 62 No. 2, pp. 60‐77.
    • (1998) Journal of Marketing , vol.62 , Issue.2 , pp. 60-77
    • Tax, S.S.1    Brown, S.W.2    Chandrashekaran, M.3
  • 147
    • 43949153571 scopus 로고
    • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    • Taylor, S.A. and Baker, T.L. (1994), “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions”, Journal of Retailing, Vol. 70 No. 2, pp. 163‐78.
    • (1994) Journal of Retailing , vol.70 , Issue.2 , pp. 163-178
    • Taylor, S.A.1    Baker, T.L.2
  • 148
    • 0028287428 scopus 로고
    • Modelling patient satisfaction and service quality
    • Taylor, S.A. and Cronin, J.J. Jr (1994), “Modelling patient satisfaction and service quality”, Journal of Health Care Marketing, Vol. 14 No. 1, pp. 34‐44.
    • (1994) Journal of Health Care Marketing , vol.14 , Issue.1 , pp. 34-44
    • Taylor, S.A.1    Cronin, J.J.2
  • 149
    • 0032344907 scopus 로고    scopus 로고
    • The roles of price, performance, and expectations in determining satisfaction in service exchanges
    • Voss, G.B., Parasuraman, A. and Grewal, D. (1998), “The roles of price, performance, and expectations in determining satisfaction in service exchanges”, Journal of Marketing, Vol. 62 No. 4, pp. 46‐61.
    • (1998) Journal of Marketing , vol.62 , Issue.4 , pp. 46-61
    • Voss, G.B.1    Parasuraman, A.2    Grewal, D.3
  • 150
    • 0346714217 scopus 로고
    • Service quality in the insurance industry
    • Wells, B.P. and Stafford, M.R. (1995), “Service quality in the insurance industry”, Journal of Insurance Regulation, Vol. 13 No. 4, pp. 462‐77.
    • (1995) Journal of Insurance Regulation , vol.13 , Issue.4 , pp. 462-477
    • Wells, B.P.1    Stafford, M.R.2
  • 152
    • 0000922949 scopus 로고
    • Product/consumption‐based affective responses and postpurchase processes
    • Westbrook, R.A. (1987), “Product/consumption‐based affective responses and postpurchase processes”, Journal of Marketing Research, Vol. 24 No. 3, pp. 258‐70.
    • (1987) Journal of Marketing Research , vol.24 , Issue.3 , pp. 258-270
    • Westbrook, R.A.1
  • 153
    • 0003124651 scopus 로고
    • Developing better measures of consumer satisfaction: some preliminary results
    • Monroe, K.B. (Ed.), Association for Consumer Research, Ann Arbor, MI
    • Westbrook, R.A. and Oliver, R.L. (1981), “Developing better measures of consumer satisfaction: some preliminary results”, in Monroe, K.B. (Ed.), Advances in Consumer Research, Vol. 8, Association for Consumer Research, Ann Arbor, MI, pp. 94‐9.
    • (1981) Advances in Consumer Research , vol.8 , pp. 94-99
    • Westbrook, R.A.1    Oliver, R.L.2
  • 154
    • 0031536393 scopus 로고    scopus 로고
    • Customer value: the next source for competitive advantage
    • Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 139‐53.
    • (1997) Journal of the Academy of Marketing Science , vol.25 , Issue.2 , pp. 139-153
    • Woodruff, R.B.1
  • 155
    • 0024804466 scopus 로고
    • Linking service quality, customer satisfaction, and behavioral intention
    • Woodside, A.G., Frey, L.L. and Daly, R.T. (1989), “Linking service quality, customer satisfaction, and behavioral intention”, Journal of Health Care Marketing, Vol. 9 No. 4, pp. 5‐17.
    • (1989) Journal of Health Care Marketing , vol.9 , Issue.4 , pp. 5-17
    • Woodside, A.G.1    Frey, L.L.2    Daly, R.T.3
  • 156
    • 0010205863 scopus 로고
    • Modeling the impact of service quality on profitability: a review
    • Swartz, T.A.Brown, D.E.Brown, S.W. and,and (Eds), JAI Press, Greenwich, CT
    • Zahorik, A.J. and Rust, R.T. (1992), “Modeling the impact of service quality on profitability: a review”, in Swartz, T.A., Brown, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, Vol. 1, JAI Press, Greenwich, CT, pp. 247‐76.
    • (1992) Advances in Services Marketing and Management , vol.1 , pp. 247-276
    • Zahorik, A.J.1    Rust, R.T.2
  • 157
    • 0002667763 scopus 로고
    • Consumer perceptions of price, quality, and value: a means‐ends model and synthesis of evidence
    • Zeithaml, V.A. (1988), “Consumer perceptions of price, quality, and value: a means‐ends model and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2‐22.
    • (1988) Journal of Marketing , vol.52 , Issue.3 , pp. 2-22
    • Zeithaml, V.A.1
  • 158
    • 0030548125 scopus 로고    scopus 로고
    • The behavioral consequences of service quality
    • Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing, Vol. 60 No. 2, pp. 31‐46.
    • (1996) Journal of Marketing , vol.60 , Issue.2 , pp. 31-46
    • Zeithaml, V.A.1    Berry, L.L.2    Parasuraman, A.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.