<국내문헌>

1) 서적

1. 金元銖, 마아케팅 관리론 제3판, 서울, 경분사, 1989.

2. 吳相洛, 마아케팅 원론, 서울, 박영사, 1988.

3. 林鍾沅, 현대마아케팅 관리론, 서올, 무역경영사, 1987.

4. 林鍾沅, 마아케팅 조사론, 서울, 무역경영사, 1985.

5. 韓義泳, 마아케팅 관리론, 서울 다산출판사, 1985.

6. 洪大植 역, 사회심리학 이론, M.E. Show & P.R. Costanzo 저, 박영사, 1985.

2) 논문

1. 權海濤, "소비자 만족에 관한 연구", 서울대학교 대학원, 1983.

2. 朴明姬, 蔡瑞一, "소비자 제품만족·불만족 정보-노력 기대불일치와의 관계에 관한 연구", 마아케팅 연구, 한국마아케팅 학회, 1986.

3. 柳光雨, 權海濤, "소비자 불평행동에 관한 문헌적 고찰", 강릉대학 영동산업문제연구소 경영논집 제5집, 1986.

4. 崔炳龍, "소비자 만족·불만족에 관한 연구:성격특성과의 관계를 중심으로", 서울, 동국대학교 대학원, 1985.

<구미문헌>

1) 서적

1. Dillon W.R. and M. Goldstein, Multivariate Analysis ; Methods and Applications, New York:John Wiley & Sons, 1984.

2. Engel, J.F., R.D. Blackwell and P.W. Miniard, Consumer Behavior, 5th ed., Hinsdale, Illinois; CBS College Publishing, 1986.

3. Engel, J.F., R.D. Blackwell and D.T. Kollat, Consumer Behavior 3rd ed., Hinsdale, Illinois: The Dryden Press, 1978.

4. Helson, H., Adaptation-Level Theory, New York: Harper and Row, 1964.

5. Howard J.A. and J.N. Sheth, The theory of Buyer Behavior, New York: John Wiley and Sons, 1969.

6. Kotler, P., Marketing Management: Alanysis, Planning and Control, 5th ed., Englewood Cliffs, New Jersey: Prentice-Hall, Inc., 1984.

7. Peter, J.P. and J.C. Olson, Consumer Behavior, Irwin ; Homewood, Illinois, 1987.

8. Schiffbnan, H.R., Sensation and Perception:An Integrated Approach, 2nd ed., New York: John Wiley and Sons, 1982.

2) 소비자 만족 연구논문집

1. Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H.K. Hunt ed., Cambridge, Massachusetts, Marketing Science Institute, 1977.

2. Consumer Satisfaction and Complaining Behavior, R.L. Day eds., Bloomington: Indiana University, School of Business, Division of Research, 1977.

3. New Dimensions of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, R.L. Day and H.K. Hunt eds., Bloomington: Indiana University, School of Business, Division of Research, 1978.

4. Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, R.L. Day & H.K. Hunt eds., Bloomington: Indiana University, School of Business, Division of Research, 1979.

5. New Findings on Consumer Satisfaction an Complaining, R.L. Day & H.K. Hunt eds., Bloomington: Indiana University, School of Business, Division of Research, 1980.

6. Conceptual and Empirical Contributions to consumer Satisfaction and Complaining Behavior, H.K. Hunt & R.L. Day eds., Bloomington: Indiana University, School of Business, Division of Research, 1981.

7. International Fare in Consumer Satisfaction and Complaining Behavior, R.L. Day & H.K. Hunt eds., Bloomington: Indiana University, School of Business, Division of Research, 1982.

8. Consumer Satisfaction and Complaining Behavior, H.K. Hunt & R.L. Day eds., Bloomington: Indiana University, School of Business, Division of Research, 1985.

3) 논문

1. Anderson, A.R., "A Taxonomy of Consumer Satisfaction and Dissatisfaction Measures" in H.K. Hunt ed., Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, 1977, pp.11-35.

2. Anderson, J.C and D.W. Gerbing, "The Effect of Sampling Error on Convergence Improper Solutions and Goodness of Fit Indices for Maximum Likelihood Confirmatory Factor Analysis", Psychometrics, 49, 1984, pp.155-173.

3. Anderson, R.E., "Consumer Satisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance," Journal of Marketing Research, 1973, pp.38-44.

4. Barbeau, B., "Predictive and Normative Expectations in Consumer Satisfaction: A Utilization of Adaptation and Comparison Levels in a Unified Approach" H.K. Hunt & R.L. Day eds., Consumer Satisfaction, Dissatistaction and Complaining Behavior, 1985, pp.27-32.

5. Bearden W.O. and J.E. Teel, "Selected Determinants of Consumer Satisfaction and Complaint Reports", Journal of Marketing Research, Vol. XX(Feb. 1983), pp.21-28.

6. P.M. Bentler and C. Chow "Practical issues in Structural Modeling" Sociological Methods & Research 16, 1987, pp.78-117.

7. Birskrik R.H. and J.T. Rothe, "Comsumerism-an Interpretation", Journal of Marketing, Vol. 34(Oct. 1970), pp.61-62.

8. R.N. Cardozo, "An Experimental Study of Consumer Effort, Expectation, an Satisfaction" Journal of Marketing Research, 1965, pp.244-249.

9. Chruchill G.A., Jr., and C. Surprenant, "An Investigation Into the Determinants of Customer Satisfaction" Journal of Marketing Research, Vol. XIX(Nov. 1982), pp.491-504.

10. Clabaugh, M.G. J.B. Mason, and W.O. Bearen, "Consumer Alienation and Causal Attribution as Moderators of Consumer Satisfaction/Dissatisfaction and Complaint Behavior" in R.L. Day and H.K. Hunt eds., New Dimensions of Consumer Satisfaction and Complaining Behavior, 1978, pp.2-9.

11. Czepiel, J.A. and L.J. Rosenberg, "The Study of Consumer Satisfaction: Addressing the "So What" Question" in H.K. Hunt ed., Conceptualization and Measurement of Consumer Satisfaction and dissatisfaction Cambridge, Mass: Marketing Science Institute, 1977, p.92-119.

12. Czepiel J.Al, L.J. Rosenberg and A. Akerele, "Perspectives on Consumer Satisfaction" in 1974 Combined Proceedings, Chicago: American Marketing Association, pp.119-123.

13. Day R.L., K. Grabicke, T. Schaetzle and F. Staubach, "The Hidden Agenda of Consumer Complaining" Journal of Retailing Vol. 57, No. 3(Fall 1981), pp.

14. Fisk R.P. and K.A. Coney, "Postchoice Evaluation:An Equity theory Analysis of Consumer Satisfaction/Dissatisfaction With Service Choices" in Consumer Satisfaction and Complaining Behavior, 1981, pp.9-16.

15. Gilly M.C., W.L. Cron, and T.E. Barry, "The Expectation-Performance Comparison Process: An Investigation of Expectation Types" in R.L. Day & H.K. Hunt eds., International Fare in Consumer Satisfaction and Complaining Behavior, 1982, pp.10-16.

16. Handy C.R., "Monitoring Consumer Satisfaction with Food Products", in H.K. Hunt ed., Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Marketing Science Institute, 1977, pp.215-239.

17. Helson, H., "Current Trends and Issues in Adaptation-Level Theory" American Psychologist, 19(1964), pp.26-38.

18. Huppertz J.W., S.J. Arenson and R.H. Evans, "An Application of Equity Theory to Buyer-Seller Exchange Situations" Journal of Marketing Research Vol. XV(May 1978) pp.

19. Kendall, C.L. and F.A. Russ, "Warranty and Complaint Policies: An Opportunity of Marketing Management", Journal of Marketing, Vol. 39(April 1975), p.42.

20. Kirshnan S. & V.A. Valle, "Dissatisfaction Attributions and Consumer Complaint Behavior" Advances in Consumer Research, Vol. 6, ed. W.L. Wilkie Ann Arbor, MI: Association for Consumer Research, 1979, pp.445-449.

21. Labarbera P.A. and D. Mazursky, "A Longtitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of Cognitive Process", Journal of Marketing Research Vol. XX(Nov. 1983), pp.393-404.

22. Landon, E.L., "A Model of Consumer complaint Behavior", in R.L. Day ed., Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1977, p.31-35.

23. Latour, S.A., and N.C. Peat, "Conceptual and Methodological Issues in Consumer Satisfaction Research", in Advances in Consumer Research, Vol. 6, W.F. Wilkie, Ed., Ann Arbor, MI:Association for Consumer Research, 1979, pp.31-37.

24. Latour S.A. and N.C. Peat, "The Role of Situationlly-Produced Expectations, Others' Experiences, and Prior Experience in Determining Consumer Satisfaction", in Advances in Consumer Research, Vol. 7, J.C. Oloen, ed, Ann Arbor, MI: Association for Consumer Research, 1980, pp.588-592.

25. Lawler, F.E. "Equity theory as a Predictor of Productivity and Work Quality" Psychological Bulletin (1968), pp.596-610.

26. J.A. Miller, "Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making meaningful Measurements", in L.K. Hunt, ed., Conceptualization and Measurement of Consumer Satisfaction and dissatisfaction, 1977, pp.72-91.

27. Mowen J.C. & S.J. Grove, "Search Behavior, Price Paid, and the Comparison Other':An equity Theory analysis of Post Purchase Satisfaction" in R.L. Day and H.K. Hunt eds., International Fare in Consumer Satisfaction and Complaining Behavior, 1982, pp.57-63.

28. Newman J.W. and R.A. Werbel, "Multivariate Analysis of Brand Loyalty for Major Household Appliances", Journal of Marketing Research, Vol X(Nov. 1973), pp.404-409.

29. Oliver, R.L. "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol XVII(Nov. 1980), pp.460-469.

30. ---------, "Comceptualization and Measurement of Disconfirmation Perceptions in the Prediction of Consumer Satisfaction", in Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, R.L. Day & H.K. Hunt eds., Bloomington: Indiana University, School of Business, Division of Research, pp.2-6.

31. ---------, "Effect of Expectation and Disconfirmation on Postexposure Product Evaluations:An Alternative Interpretation", Journal of Applied Psychology, 1977, Vol 62, No. 4, pp.480-486.

32. ----------, "Measurement and Evaluation of Satisfaction Process in Retail Settings", Journal of Consumer Research, Vol. 14(Mar. 1988), pp.495-507.

33. Oliver R.L., and W.S. Desarbo "Response Determinants in Satisfaction Judgments" Journal of Consumer Research, Vol 14(Mark. 1988), pp.495-507.

34. Olshavsky R.W. and J.A. Miller, "Consumer Expectations, Product Performance, and Percieved Product Quality", Journal of Marketing Research, 1972, pp.19-21.

35. Olson J.C. and P.A. Dover, "Disconfirmation of Consumer Expectations Through Product Trial" Journal of Applied Psychology, 1979, Vol. 64, No. 2, pp.179-189.

36. ------------------------, "Effect of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure", in Advances in Consumer Research, Vol. 3.

37. Renoux, Yves, "Consumer Dissatisfaction and Public Policy", in Public Policy and Marketing, Fred C. Allvine, ed., Chicago:American Marketing Association, pp.53-65.

38. Richins, R.L., "Consumer Complaining Process:A Comprehensive Model" in R.L. Day and H.K. Hunt eds., New Dimensions of Consumer Satisfaction and complaining Behavior, 1979, pp.30-34.

39. Summers J.O. and D.H. Granbois, "Predictive and Normative Expectation in Consumer Dissatisfaction and Complaining Behavior" Advances in Consumer Research, Vol. IV, Association for Consumer Research, 1977, pp.155-158.

40. Swan, J.E. "Consumer Satisfaction with a Retail Store Related to the Fulfillment of Expectations on an Initial Shopping Trip" in R.L. Day ed. Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1977, pp.10-17.

41. Swan J.E., and A.A. Mercer, "Consumer Satisfaction as a Function of Equity and Disconfirmation" in H.K. Hunt and R.L. Day eds. Conceptual and Empirical Contributions to consumer Satisfaction and Complaining Behavior, 1981, pp.2-8.

42. Swan J.E., and M.G. Carroll, "Patient Satisfaction: An Overview of Research-1965 to 1978" in H.K. Hunt and R.L. Day eds., Refining Concepts and Measures of Consumers Satisfaction and Complaining Behavior, 1979, pp.12-118.

43. Swan J.E. and L.J. Combs, "Product Performance and Consumer Satisfaction: A New Concept", Journal of Marketing, Vol. 40 (April 1976), p.26.

44. Swan J.E. and R.L Oliver, "Automobile Buyer Satisfaction with Salesperson Related to Equity and Disconfirmation", in H.K. Hunt and R.L. Day eds., Consumer Satisfaction, Dissatisfaction and Compaining Behavior, 1984, pp.10-16.

45. Swan J.E. and R.L. Oliver, "The Factor Structure of Equity and Disconfirmation Measures Withing the Satisfaction Process", in J.K. Hunt and R.L. Day eds., Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1985, pp.2-9.

46. Swan J.E. and I.F. Trawick, "Satisfaction Related to Predictive vs Desired Expectation" in R.L. Day and H.K. Hunt eds., Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior 1979, pp.7-12.

47. Swan J.E. and I.F. Trawick, "Disconfirmation of Expectations and Satisfaction with a Retail Service", Journal of Retailing 57(Fall, 1981), pp.49-67.

48. Swan, J.E. I.F. Trawick, and M.G. Carrol, "Satisfaction Related To Predictive, Desired Expectations:A Field Study" in R.L. Day and H.K. Hunt, eds., New Findings on Consumer Satisfaction an Complaining, 1980, pp.15-22.

49. Valle V.A. and I.H. Frieze, "The Stability of Causal Attributions as a Mediator in Changing Expectations for Success" Journal of Personality and Social Psychology 33(May 1976) pp.571-587.

50. Valle V.A. and M. Wallendorf, "Consumer Attributions of the Cause of their Product Satisfaction and Dissatisfaction" in R.L. Day eds., Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1977, pp.26-30.

51. Weaver D. and P. Brickman, "Expectancy, Feedback, and Disconirmation as Independent Factors in Outcome Satisfaction" Journal of Personality and Social Psychology, 1974, Vol. 30, No. 4, p.420-428.

52. Weiner, B. D. Russel and D. Lerman, "The Cognition Emotion Process in Achievement-Related Context" Journal of Personality and Social Psychology, 1979, Vol. 37, No. 7, pp.1210-1220.