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      정보추구의지와 서비스 실패의 지각된 심각성이 심리적과정과 행동반응에 미치는 영향

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      https://www.riss.kr/link?id=A100294760

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      참고문헌 (Reference)

      1 서문식, "서비스 접점에서 발생한 부정적 감정이고객의 단절 행동에 미치는 영향" 55-80, 2006

      2 이유재, "부정적 소비감정의 선행요인과 결과변수에 대한 연구" 16 (16): 103-127, 2005

      3 손영화, "고객 만족 불만족에 미치는 소비정서의 매개효과" 16 (16): 1-32, 2005

      4 F, "Zero Defections QualityComes to Services" 1990

      5 Stephens, Nancy, "Why Don't Some People Complain? A Cognitive Emotive Process Model of Consumer Complaint behavior" 26 : 172-189, 1998

      6 Perry Venessa G, "Who is Control? The Role of Self Perception, Knowledge, and Income in Explaining Consumer Financial Behavior" 39 : 299-313, 2005

      7 Kahneman, D, "Varieties of Counterfactual Thinking" Mahwah, NJ: Erlbaum 375-396, 1995

      8 Folks, "The View from theAirport Journal of Consumer Research" 534-539, 1987

      9 Bearden, "The Role of Publicand Private Complaining in Satisfaction with Problem Resolution Journal of Consumer Affairs" 222-240, 1985

      10 Bagozzi, Richard. P, "The Role of Emotions in Marketing" 27 (27): 184-206, 1999

      1 서문식, "서비스 접점에서 발생한 부정적 감정이고객의 단절 행동에 미치는 영향" 55-80, 2006

      2 이유재, "부정적 소비감정의 선행요인과 결과변수에 대한 연구" 16 (16): 103-127, 2005

      3 손영화, "고객 만족 불만족에 미치는 소비정서의 매개효과" 16 (16): 1-32, 2005

      4 F, "Zero Defections QualityComes to Services" 1990

      5 Stephens, Nancy, "Why Don't Some People Complain? A Cognitive Emotive Process Model of Consumer Complaint behavior" 26 : 172-189, 1998

      6 Perry Venessa G, "Who is Control? The Role of Self Perception, Knowledge, and Income in Explaining Consumer Financial Behavior" 39 : 299-313, 2005

      7 Kahneman, D, "Varieties of Counterfactual Thinking" Mahwah, NJ: Erlbaum 375-396, 1995

      8 Folks, "The View from theAirport Journal of Consumer Research" 534-539, 1987

      9 Bearden, "The Role of Publicand Private Complaining in Satisfaction with Problem Resolution Journal of Consumer Affairs" 222-240, 1985

      10 Bagozzi, Richard. P, "The Role of Emotions in Marketing" 27 (27): 184-206, 1999

      11 Valerie A, "The Nature and Determinants of Customer Expectations ofService Journal of the Academy of Marketing Science" 21 : 1-12, 1993

      12 Simonson, "The Influence of Anticipating Regret andResponsibility on Purchase Decisions Journal of ConsumerResearch" 199219.105-118

      13 Weun, Seungoog, "The Impact of Service Failure Severity on Service Recovery Evaluations and Post Recovery Relationships" 18 : 133-146, 2004

      14 Gilovich, Thomas, "The Experience of Regret: What, When, and Why" 102 : 379-395, 1995

      15 Seiders Kathleen, "Service Fairness: What It is and Why It is Matters" 8-20, 1998

      16 Anne, "Search regret: Antecedents and Consequences" 82 : 339-348, 2006

      17 Oliver, "ResponseDeterminant in Satisfaction Judgements Journal of ConsumerResearch 14. Mar.495-507. 202마케팅 연구 June 2007정보추구의지와 서비스 실패의 지각된 심각성이 심리적과정과 행동반응에 미치는 영향 203" 1988

      18 Tsiros, M, "Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making" 401-417, 2000

      19 Hansen, Torben, "Perspectives on Consumer Decision Making: An Integrated Approach" 420-437, 2005

      20 Fournier, Susan, "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies" 25 : 123-143, 1998

      21 Richens, "Negative Word-of Mouth by DissatisfiedConsumers Journal of Marketing" 1983

      22 Day, "Modeling Choices Among AlternativeResponses to Dissatisfaction In Advances in Consumer Research" 11 : 496-499, 1984

      23 Folks, "Journal of ConsumerResearch" 398-409, 1984

      24 Oliver, "Journal of Consumer Research" 418-30, 1993

      25 Fornell, "In Advances in Consumer Research Association for Consumer Research" 6 : 105-110, 1979

      26 Claire P, "How Do Consumers Express Dissatisfactionand What Can Service Marketers Do About It Journal of ServicesMarketing" 3 5-23, 1989

      27 Kim, Young, "How Attribution Explains Consumers Views of Penalties" 8 : 311-315, 2006

      28 Delquie, Philippe, "Disappointment without Prior Expectation: A Unifying Perspective on Decision Under Risk" 33 : 197-215, 2007

      29 Bell, "Disappointment in Decision Making UnderUncertainty" 1-27, 1985

      30 Alba, "Dimensions of ConsumerExpertise Journal of Consumer Research" 13 : 411-454, 1987

      31 Fornell, "Defensive MarketingStrategy by Customer Complaint Management a TheoreticalAnalysis Journal of Marketing Research" 24 : 337-346, 1987

      32 Keaveney, Susan M, "Customer Switching Behavior in Service Industries: An Exploratory Study" 59 : 71-82, 1995

      33 Fournier, Susan, "Consumers and Their Brands:Developing Relationship Theory in Consumer Research" 24 (24): 343-373, 1998

      34 Dellande, Stephanie, "Consumer Response to Dissatisfaction: An Overview" University Of California, Irvine 1995

      35 Michel, Stefan, "Consequences of Perceived Acceptability of a Bank's Service Failures" 367-377, 2004

      36 Estelami Hooman, "Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes" 285-300, 2000

      37 van Dijk, W. Wilco, "Blessed are Those Who Expect Nothing: Lowering Expectations as a Way of Avoiding Disappointment" 24 : 505-516, 2003

      38 DeSteno D, "Beyond Valence in The Perception of Likelihood: The Role of Emotion Specificity" 78 : 397-416, 2000

      39 Cooke, Alan D. J, "Avoiding Future Regret in Purchase Timing Decisions" 447-459, 2001

      40 Weiner, Bernard, "Attributional Thoughts about Consumer Behavior" 27 : 382-387, 2000

      41 Kelly, "Attribution Theory in Social psychology inNebraska Symposium on Motivation. Ed. David Levine" 1967

      42 Singh. J, "An Investigation across Three Service Categories Journal of TheMarketing Science" 18 (18): 1-15, 1985

      43 Westbrook, "An Exploratory Study of Assertiveness in Advances in ConsumerResearch" 6 : 105-110, 1987

      44 Stewart, K, "An Exploration of Customer Exit in RetailBanking" 16 (16): 6-14, 1998

      45 Weiner, "An Attributional Theory of AchievementMotivation and Emotion" -573, 1985

      46 Nyer, Prashanth U, "A Study of the Relationships between Cognitive Appraisals and Consumption Emotions" 25 : 296-304, 1997

      47 Smith, Amy K, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery" 36 : 356-372, 1999

      48 Inman J. Jeffrey, "A Generalized Utility Model of Disappointment and Regret Effects on Post Choice Valuation" 16 (16): 97-111, 1997

      49 금융감독원, "2006년 금융소비자 의식 조사 결과" 2007

      50 와튼스쿨, "2006 불만고객 연구보고서" 2006.5

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      학술지 이력

      학술지 이력
      연월일 이력구분 이력상세 등재구분
      2026 평가예정 재인증평가 신청대상 (재인증)
      2020-01-01 평가 등재학술지 유지 (재인증) KCI등재
      2019-05-10 학회명변경 영문명 : 미등록 -> Korean Marketing Association KCI등재
      2019-04-03 학술지명변경 외국어명 : Korean Marketing Review -> Korean Journal of Marketing KCI등재
      2017-01-01 평가 등재학술지 유지 (계속평가) KCI등재
      2013-01-01 평가 등재학술지 유지 (등재유지) KCI등재
      2010-01-01 평가 등재학술지 유지 (등재유지) KCI등재
      2008-01-01 평가 등재학술지 유지 (등재유지) KCI등재
      2006-01-01 평가 등재학술지 유지 (등재유지) KCI등재
      2003-01-01 평가 등재학술지 선정 (등재후보2차) KCI등재
      2002-01-01 평가 등재후보 1차 PASS (등재후보1차) KCI등재후보
      1999-07-01 평가 등재후보학술지 선정 (신규평가) KCI등재후보
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      학술지 인용정보

      학술지 인용정보
      기준연도 WOS-KCI 통합IF(2년) KCIF(2년) KCIF(3년)
      2016 1.93 1.93 1.95
      KCIF(4년) KCIF(5년) 중심성지수(3년) 즉시성지수
      2.03 1.94 4.016 0.3
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