Korean Management Review

PDF is not available for this article.

REFERENCES (107)

[1]
[1] [학술지(정기간행물)] 김상희/모든 고객은 판매원의 서비스실패에 대해 분노하는가? : 판매원의 서비스 실패에 대한 고객귀인이 고객의 감정적 반응과 행동적 반응에 미치는 영향/마케팅연구/2012/27(2)/27~52/한국마케팅학회/http://dx.doi.org/ Google Scholar ›
[2]
[2] [학술지(정기간행물)] 라선아/실패복구에 대한 고객반응, 믿으니까 남고 미우니까 떠난다!: Double Deviation vs. Recovery Paradox 현상에 대한 비교분석/소비자학연구/2012/23(4)/221~259/한국소비자학회/ Google Scholar ›
[3]
[3] [학술지(정기간행물)] 박소윤/기업의 사회적 책임활동에 대한 소비자의 귀인, 지각 그리고 반응/경영학연구/2012/41(2)/173~200/한국경영학회/http://dx.doi.org/ Google Scholar ›
[4]
[4] [단행본] Amos 7에 의한 구조방정식모델링-원리와 실제-/배병렬/청람/2007/~/// Google Scholar ›
[5]
[5] [학술지(정기간행물)] 이수정/기업의 사회적 책임 활동의 야누스 효과/경영학연구/2011/40(4)/919~954/한국경영학회/ Google Scholar ›
[6]
[6] [학술지(정기간행물)] 이한준/기업의 사회적 책임활동이 제품 및 기업평가에 미치는 영향: 신뢰의 매개역할을 중심으로/마케팅연구/2009/24(1)/231~250/한국마케팅학회/ Google Scholar ›
[7]
[7] [학술지(정기간행물)] 이현주/‘윤리경영’과 ‘기업윤리’ 용어 개념에 대한이론적 고찰/윤리경영연구/2010/12(1)/1~16// Google Scholar ›
[8]
[8] [학술지(정기간행물)] Aaker, J. L./When Good Brands Do Bad/Journal of Consumer Research/2004/31/1~16// Google Scholar ›
[9]
[9] [학술지(정기간행물)] Ahluwalia, R./The Moderating Role of Commitment on the Spillover Effect of Marketing Communications/Journal of Marketing Research/2001/8(4)/458~470// Google Scholar ›
[10]
[10] [학술지(정기간행물)] Anderson, J.C./Structural Equation Modeling in Practice : A Review and Recommended Two-Step Approach/Psychology Bulletin/1988/103(3)/411~423// Google Scholar ›
[11]
[11] [학술지(정기간행물)] Andreassen, T. W./Antecedents to Satisfaction with Service Recovery/European Journal of Marketing/2000/34(1/2)/156~175// Google Scholar ›
[12]
[12] [학술지(정기간행물)] Ashforth, B.E./Emotion in The Workplace : A Reappraisal/Human relations/1995/48(2)/97~125// Google Scholar ›
[13]
[13] [학술지(정기간행물)] Bagozzi, R. P./Marketing as Exchange/Journal of Marketing/1975/39(4)/32~39// Google Scholar ›
[14]
[14] [학술지(정기간행물)] Bagozzi, R.P./On the Evaluation of Structural Equation Models/Journal of the Academy of Marketing Science/1988/16(1)/74~94// Google Scholar ›
[15]
[15] [학술지(정기간행물)] Bagozzi, R. P./The Role of Emotions in Marketing/Journal of the Academy of Marketing Science/1999/27(2)/184~206// Google Scholar ›
[16]
[16] [학술지(정기간행물)] Barone, M. J./The Influence of Cause-Related Marketing on Consumer Choice : Does One Good Turn Deserve Another?/Journal of the Academy of Marketing Science/2000/28(2)/248~262// Google Scholar ›
[17]
[17] [학술지(정기간행물)] Becker-Olsen, K. L./The Impact of Perceived Corporate Social Responsibility on Consumer Behavior/Journal of Business Research/2006/59(1)/46~53// Google Scholar ›
[18]
[18] [학술지(정기간행물)] Berger, I. E./Increasing Environmental Sensitivity via Workplace Experiences/Journal of Public Policy &Marketing/1995//205~215// Google Scholar ›
[19]
[19] [학술지(정기간행물)] Beverland, M. B./Exploring Consumers' Conflict Styles : Grudges and Forgiveness Following Marketer Failure/Advances in Consumer Research/2009/36/438~443// Google Scholar ›
[20]
[20] [학술지(정기간행물)] Bhandari, M. S./A Proposed Multi-dimensional Approach to Evaluating Service Recovery/Journal of Services Marketing/2007/21(3)/174~185// Google Scholar ›
[21]
[21] [학술지(정기간행물)] Blodgett, J. G./The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions/Journal of Retailing/1993/69(4)/399~428// Google Scholar ›
[22]
[22] [학술지(정기간행물)] Bonifield, C./Affective Responses to Service Failure : Anger, Regret, and Retaliatory versus Conciliatory Responses/Marketing Letters/2007/18(1-2)/85~99// Google Scholar ›
[23]
[23] [학술지(정기간행물)] Bougie, R/Angry Customers Don't Come Back, They Get Back : The Experience and Behavioral Implications of Anger and Dissatisfaction in Services/Journal of the Academy of Marketing Science/2003/31(4)/377~393// Google Scholar ›
[24]
[24] [학술지(정기간행물)] Boulstridge, E./Do Consumers Really Care about Corporate Responsibility? Highlighting the Attitude-Behaviour Gap/Journal of Communication Management/2000/4(4)/355~368// Google Scholar ›
[25]
[25] [학술지(정기간행물)] Brosschot, J.F./Heart rate response is longer after negative emotions than after positive emotions/International Journal of Psychophysiology/2003/50(3)/181~187// Google Scholar ›
[26]
[26] [학술지(정기간행물)] Brown S.P/A New Look at Psychological Climate and Its Relationship to Job Involvement, Effort, and Performance/Journal of Applied Psychology/1996/81(4)/358~368// Google Scholar ›
[27]
[27] [학술지(정기간행물)] Brown, T.J./The Company and the Product : Corporate Associations and Consumer Product Responses/Journal of Marketing/1997/61(1)/68~84// Google Scholar ›
[28]
[28] [학술지(정기간행물)] Carrigan, M./The Myth of The Ethical Consumer–Do Ethics Matter in Purchase Behaviour?/Journal of Consumer Marketing/2001/18(7)/560~578// Google Scholar ›
[29]
[29] [학술지(정기간행물)] Carroll, A. B./The Pyramid of Corporate Social Responsibility : Toward the Moral Management of Organizational Stakeholders/Business Horizons/1991/34(4)/39~48// Google Scholar ›
[30]
[30] [학술지(정기간행물)] Casado-Díaz, A.B./Explaining Consumer Complaining Behaviour in Double Deviation Scenarios : The Banking Services/The Service Industries Journal/2009/29(12)/1659~1668// Google Scholar ›
[31]
[31] [학술지(정기간행물)] Casado-Díaz, A. B./Explaining Satisfaction in Double Deviation Scenarios : The Effects of Anger and Distributive Justice/International Journal of Bank Marketing/2007/25(5)/292~314// Google Scholar ›
[32]
[32] [학술지(정기간행물)] Chaudhuri, A./Product-Class Effects on Brand Commitment and Brand Outcomes : The Role of Brand Trust and Brand Affect/Brand Management/2002/10(1)/33~58// Google Scholar ›
[33]
[33] [학술지(정기간행물)] Chebat, J-C./How Emotions Mediate the Effects of Perceived Justice on Loyalty in Service Recovery Situations : An Empirical Study/Journal of Business Research/2005/58(5)/664~673// Google Scholar ›
[34]
[34] [학술지(정기간행물)] Choi, B./The Impact of Corporate Social Responsibility(CSR)and Customer Trust on the Restoration of Loyalty after Service Failure and Recovery/Journal of Services Marketing/2013/27(3)/223~233// Google Scholar ›
[35]
[35] [학술지(정기간행물)] Chung, E./An Exploration of Consumer Forgiveness Following Marketer Transgressions/Advances in Consumer Research/2006/33/98~99// Google Scholar ›
[36]
[36] [학술지(정기간행물)] Creyer, E. H./The Influence of Firm Behavior on Purchase Intention : Do Consumers Really Care about Business Ethics?/Journal of Consumer Marketing/1997/14(6)/421~432// Google Scholar ›
[37]
[37] [학술지(정기간행물)] Creyer, E.H./The Impact of Corporate Behavior on Perceived Product Value/Marketing Letters/1996/7(2)/173~185// Google Scholar ›
[38]
[38] [학술지(정기간행물)] Davidow, M./The Bottom Line Impact of Organizational Responses to Customer Complaints/Journal of Hospitality and Tourism Research/2000/24(4)/473~490// Google Scholar ›
[39]
[39] [학술지(정기간행물)] Day, R.L./Toward a Theory of Consumer Complaining Behavior/Consumer and Industrial Buying Behavior/1977/95/425~437// Google Scholar ›
[40]
[40] [학술지(정기간행물)] de los Salmones, M. M./Influence of Corporate Social Responsibility on Loyalty and Valuation of Services/Journal of Business Ethics/2005/61/369~385// Google Scholar ›
[41]
[41] [학술지(정기간행물)] del Río-Lanza, A. B./Satisfaction with Service Recovery : Perceived Justice and Emotional Responses/Journal of Business Research/2009/62(8)/775~781// Google Scholar ›
[42]
[42] [학술지(정기간행물)] Donaldson, T./Toward a Unified Conception of Business Ethics : Integrative Social Contracts Theory/Academy of Management Review/1994/19(2)/252~284// Google Scholar ›
[43]
[43] [학술지(정기간행물)] Dunn, J.R./Feeling and Believing : The Influence of Emotion on Trust/Journal of Personality and Social Psychology/2005/88(5)/736~748// Google Scholar ›
[44]
[44] [학술지(정기간행물)] Fornell, C./Evaluating Structural Equation Models with Unobservable Variables and Measurement Error/Journal of Marketing Research/1981/18/39~50// Google Scholar ›
[45]
[45] [단행본] Emotion and Culture: Empirical Studies of Mutual Influence/Frijda, N.H./American Psychological Association/1994/51~87///The Social Roles and Functions of Emotions Google Scholar ›
[46]
[46] [학술지(정기간행물)] Goldberg, J. H./Rage and Reason : The Psychology of the Intuitive Prosecutor/European Journal of Social Psychology/1999/29(56)/781~795// Google Scholar ›
[47]
[47] [학술지(정기간행물)] Haggard, P./Conscious Intention and Brain Activity/Journal of Consciousness Studies/2001/8(11)/47~63// Google Scholar ›
[48]
[48] [학술지(정기간행물)] Haidt, J./The Emotional Dog and Its Rational Tail : A Social Intuitionist Approach to Moral Judgment/Psychological Review/2001/108(4)/814~834// Google Scholar ›
[49]
[49] [학술지(정기간행물)] Haidt, J./Affect, Culture, and Morality, or Is It Wrong to Eat Your Dog?/Journal of Personality and Social Psychology/1993/65(4)/613~628// Google Scholar ›
[50]
[50] [학술지(정기간행물)] Halstead, D./The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase Intentions/Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior/1992/5(1)/1~11// Google Scholar ›
[51]
[51] [학술지(정기간행물)] Heise, D. R./Affect Control Theory : Concepts and Model/Journal of Mathematical Sociology/1987/13(1-2)/1~33// Google Scholar ›
[52]
[52] [학술지(정기간행물)] Horberg, E. J./Emotions as Moral Amplifiers : An Appraisal Tendency Approach to the Influences of Distinct Emotions upon Moral Judgment/Emotion Review/2011/3(3)/237~244// Google Scholar ›
[53]
[53] [학술지(정기간행물)] 정창우/An Integrative Model of Moral Reasoning and Moral Intuition: Implications for Moral Education/The SNU Journal of Education Research/2012/21/81~107/교육종합연구원/ Google Scholar ›
[54]
[54] [단행본] LISREL 7:A Guide to the Program and Applications/Jöreskog, K.G./SPSS/1989/~/// Google Scholar ›
[55]
[55] [학술지(정기간행물)] Kau, A-K./The Effects of Service Recovery on Consumer Satisfaction : A Comparison between Complainants and Non-Complainants/Journal of Services Marketing/2006/20(2)/101~111// Google Scholar ›
[56]
[56] [학술지(정기간행물)] Keltner, D./Social Functions of Emotions at Four Levels of Analysis/Cognition & Emotion/1999/13/505~521// Google Scholar ›
[57]
[57] [학술지(정기간행물)] Kohlberg, L./Stages of Moral Development/Moral Education/1971//23~92// Google Scholar ›
[58]
[58] [단행본] MarketingManagement: Analysis, Planning, Implementation, and Control, 7/E/Kotler, P./Prentice Hall/1991/~/// Google Scholar ›
[59]
[59] [학술지(정기간행물)] La, S./The Role of Customer Affection and Trust in Loyalty Rebuilding after Service Failure and Recovery/The Service Industries Journal/2012/32(1)/105~125// Google Scholar ›
[60]
[60] [학술지(정기간행물)] Laros, F.J./Emotions in Consumer Behavior : A Hierarchical Approach/Journal of Business Research/2005/58(10)/1437~1445// Google Scholar ›
[61]
[61] [단행본] Stress and Emotion: A New Synthesis/Lazarus, R. S./Springer/1999/~/// Google Scholar ›
[62]
[62] [학술지(정기간행물)] LeDoux, J. E./Emotion : Clues from the Brain/Annual Review of Psychology/1995/46(1)/209~235// Google Scholar ›
[63]
[63] [기타자료] LeDoux, J. E./The Emotional Brain: The Mysterious Underpinnings of Emotional Life/SimonandSchuster.com/1998/~// Google Scholar ›
[64]
[64] [학술지(정기간행물)] Libet, B./Do We Have Free Will?/Journal of Consciousness Studies/1999/6(8-9)/47~57// Google Scholar ›
[65]
[65] [학술지(정기간행물)] Mattila, A.S./Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting/Journal of Hospitality and Tourism Research/2008/32(1)/89~107// Google Scholar ›
[66]
[66] [학술지(정기간행물)] Maxham III, J. G./Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions/Journal of Business Research/2001/54(1)/11~24// Google Scholar ›
[67]
[67] [학술지(정기간행물)] McColl-Kennedy, J.R./Application of Fairness Theory to Service Failures and Service Recovery/Journal of Service Research/2003/5(3)/251~266// Google Scholar ›
[68]
[68] [단행본] The Blackwell Guide To Ethical Theory/Mcmahan, J./Blackwell/2000/92~110///Moral Intuition Google Scholar ›
[69]
[69] [학술지(정기간행물)] Mohr, L.A./The Effects of Corporate Social Responsibility and Price on Consumer Responses/Journal of Consumer Affairs/2005/39(1)/121~147// Google Scholar ›
[70]
[70] [학술지(정기간행물)] Mohr, L.A./Do Consumers Expect Companies To Be Socially Responsible? The Impact of Corporate Social Responsibility on Buying Behavior/Journal of Consumer Affairs/2001/35(1)/45~72// Google Scholar ›
[71]
[71] [학술지(정기간행물)] Moorman, C./Factors Affecting Trust in Market Relationships/Journal of Marketing/1993/57/81~101// Google Scholar ›
[72]
[72] [학술지(정기간행물)] Nguyen, D.T./Diffusing Customer Anger in Service Recovery : AConceptual Framework/Australasian Marketing Journal/2003/11(2)/46~55// Google Scholar ›
[73]
[73] [단행본] Satisfaction: A Behavioral Perspective on the Consumer/Oliver, R. L./Irwin/1997/291~325///Emotional Expression in the Satisfaction Response Google Scholar ›
[74]
[74] [단행본] Le Jugement Moral Chez L'Enfant/Piaget, J./F. Alcan/1932/~/// Google Scholar ›
[75]
[75] [단행본] Educational Psychology in Context: Readings for Future Teachers/Piaget, J.//1965/98~106///The Stages of The Intellectual Development of The Child Google Scholar ›
[76]
[76] [학술지(정기간행물)] Pirsch, J./A Framework for Understanding Corporate Social Responsibility Programs as a Continuum : An Exploratory Study/Journal of Business Ethics/2007/70(2)/125~140// Google Scholar ›
[77]
[77] [단행본] Emotion: A Psychoevolutionary Synthesis/Plutchik, R./Harper & Row/1980/~/// Google Scholar ›
[78]
[78] [학술지(정기간행물)] Porter, M.E./The Big Idea : Creating Shared Value/Harvard Business Review/2011/89(1)/2~17// Google Scholar ›
[79]
[79] [학술지(정기간행물)] Rajeev, P./Regret and Disappointment : A Conceptualization of Their Role in Ethical Decision-Making/Vikalpa/2007/32(4)/75~85// Google Scholar ›
[80]
[80] [학술지(정기간행물)] Reidenbach, R.E./Toward the Development of a Multidimensional Scale for Improving Evaluations of Business Ethics/Journal of Business Ethics/1990/9(8)/639~653// Google Scholar ›
[81]
[81] [학술지(정기간행물)] Scher, S.J./Affect and the Perception of Injustice/Advances in Group Processes/1993/10/223~252// Google Scholar ›
[82]
[82] [학술지(정기간행물)] Schoefer, K./Measuring Experienced Emotions During Service Recovery Encounters : Construction and Assessment of The ESRE Scale/Service Business/2008/2(1)/65~81// Google Scholar ›
[83]
[83] [학술지(정기간행물)] Schoefer, K./The Role of Emotions in Translating Perceptions of(In)Justice into Postcomplaint Behavioral Responses/Journal of Service Research/2008/11(1)/91~103// Google Scholar ›
[84]
[84] [학술지(정기간행물)] Schoefer, K./The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences/Journal of Services Marketing/2005/19(5)/261~270// Google Scholar ›
[85]
[85] [학술지(정기간행물)] Schoefer, K./The Role of Cognition and Affect in the Formation of Customer Satisfaction Judgements Concerning Service Recovery Encounters/Journal of Consumer Behaviour/2008/7(3)/210~221// Google Scholar ›
[86]
[86] [학술지(정기간행물)] Sen, S./Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility/Journal of Marketing Research/2001/38/225~243// Google Scholar ›
[87]
[87] [학술지(정기간행물)] Smith, A.K./The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments/Journal of the Academy of Marketing Science/2002/30(1)/5~23// Google Scholar ›
[88]
[88] [학술지(정기간행물)] Smith, C.A./Appraisal Components, Core Relational Themes, and the Emotions/Cognition & Emotion/1993/7(3-4)/233~269// Google Scholar ›
[89]
[89] [학술지(정기간행물)] Stanaland, A.J.S/Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility/Journal of Business Ethics/2011/102(1)/47~55// Google Scholar ›
[90]
[90] [학술지(정기간행물)] Stead, W. E./An Integrative Model for Understanding and Managing Ethical Behavior in Business Organizations/Journal of Business Ethics/1990/9(3)/233~242// Google Scholar ›
[91]
[91] [학술지(정기간행물)] Stephens, N./Why Don’t Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior/Journal of the Academy of Marketing Science/1998/26(3)/172~189// Google Scholar ›
[92]
[92] [학술지(정기간행물)] Swanson, S.R./The Effect of Recovery Locus Attributions and Service Failure Severity on Word-Of-Mouth and Repurchase Behaviors in the Hospitality Industry/Journal of Hospitality and Tourism Research/2011/35(4)/511~529// Google Scholar ›
[93]
[93] [학술지(정기간행물)] Swanson, S.R./Service Recovery Attributions and Word-Of-Mouth Intentions/European Journal of Marketing/2001/35(1/2)/194~211// Google Scholar ›
[94]
[94] [학술지(정기간행물)] Tetlock, P. E./People as Intuitive Prosecutors : The Impact of Social-Control Goals on Attributions of Responsibility/Journal of Experimental Social Psychology/2007/43(2)/195~209// Google Scholar ›
[95]
[95] [단행본] Ethics in American Business, An Opinion Survey/Touche Ross/Touche Ross And Co./1988/~/// Google Scholar ›
[96]
[96] [학술지(정기간행물)] Valentine, S./Ethics Programs, Perceived Corporate Social Responsibility and Job Satisfaction/Journal of Business Ethics/2008/77(2)/159~172// Google Scholar ›
[97]
[97] [학술지(정기간행물)] Varadarajan, P.R/Cause-Related Marketing : A Coalignment of Marketing Strategy and Corporate Philanthropy/Journal of Marketing/1988/52(3)/58~74// Google Scholar ›
[98]
[98] [학술지(정기간행물)] Varela-Neira, C./The Influence of Emotions on Customer's Cognitive Evaluations and Satisfaction in a Service Failure and Recovery Context/The Service Industries Journal/2008/28(4)/497~512// Google Scholar ›
[99]
[99] [학술지(정기간행물)] Vázquez-Casielles, R./Quality of Past Performance : Impact on Consumers’ Responses to Service Failure/Marketing Letters/2007/18(4)/249~264// Google Scholar ›
[100]
[100] [단행본] Business Ethics: Concepts and Cases, 5/E/Velasquez, M.G./Prentice Hall/2002/~/// Google Scholar ›
[101]
[101] [학술지(정기간행물)] Vlachos, P. A./Corporate Social Responsibility : Attributions, Loyalty and the Mediating Role of Trust/Journal of the Academy of Marketing Science/2009/37(2)/170~180// Google Scholar ›
[102]
[102] [학술지(정기간행물)] Weiner, B./A Cognitive (Attribution)-Emotion-Action Model of Motivated Behavior:An Analysis of Judgments of Help-Giving/Journal of Personality and Social Psychology/1980/39(2)/186~200// Google Scholar ›
[103]
[103] [학술지(정기간행물)] Westbrook, R.A./The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction/Journal of Consumer Research/1991/18(1)/84~91// Google Scholar ›
[104]
[104] [학술지(정기간행물)] Weun, S./The Impact of Service Failure Severity on Service Recovery Evaluations and Postrecovery Relationship/The Journal of Services Marketing/2004/18(2)/133~146// Google Scholar ›
[105]
[105] [학술지(정기간행물)] Xie, Y./How to Repair Customer Trust after Negative Publicity : The Roles of Competence, Integrity, Benevolence and Forgiveness/Psychology & Marketing/2009/26(7)/572~589// Google Scholar ›
[106]
[106] [학술지(정기간행물)] Yi, S./Coping with Negative Emotions in Purchase-Related Situations/Journal of Consumer Psychology/2004/14(3)/303~317// Google Scholar ›
[107]
[107] [인터넷자원] http://Bbs1.Agora.Media.Daum.Net/Gaia/Do/Debate/Read?Articleid=4175613&Bbsid=D003/http://Bbs1.Agora.Media.Daum.Net/Gaia/Do/Debate/Read?Articleid=4175613&Bbsid=D003//// Google Scholar ›

Publication History

Published 2014-01-01

Metrics

Cited by 11

How Do Complainant’s Negative Emotions and Perceived Corporate Social Responsibility Influence on the Outcomes of Marketer Failure and Recovery