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3 서문식, "관계발전과정에서 고객참여행동과 시민행동의 역할에 관한 연구" 한국마케팅학회 25 (25): 159-193, 2010
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1 지성구, "서비스 행동 척도의 개발과 타당화" 한국마케팅관리학회 18 (18): 1-21, 2013
2 강성호, "서비스 유통 산업에서 관계적 혜택과 신뢰와의 관계에 있어 고객 공감의 역할" 한국유통학회 19 (19): 219-250, 2014
3 서문식, "관계발전과정에서 고객참여행동과 시민행동의 역할에 관한 연구" 한국마케팅학회 25 (25): 159-193, 2010
4 Bitner, M. J., "The Service Encounter : Diagnosing Favorable and Unfavorable Incidents" 54 (54): 71-84, 1990
5 Macintosh, G., "The Role of Rapport in Professional Services : Antecedents and Outcomes" 23 (23): 70-78, 2009
6 Sundaram, D. S., "The Role of Nonverbal Communication in Service Encounters" 14 (14): 378-391, 2000
7 De Ruyter, K., "The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters" 2 (2): 276-284, 2000
8 Dawson, L. E., "The Effects of Empathy of Salesperson Effectiveness" 9 (9): 297-310, 1992
9 Churchill Jr, G. A., "The Determinations of Salesperson Performance : A Meta Analysis" 22 (22): 103-118, 1985
10 Anderson, J. C., "Structural Equation Modeling in Practice : A Review and Recommended Two-Step Approach" 103 (103): 411-423, 1988
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