< 國內文獻>

(1) 書籍

1. 金元銖, 마아케팅 管理論, 경문사, 1988

2. 金元銖, 企業이미지 管理論, 경문사, 1993

3. 林鍾沅, 現代마아케팅 管理論, 무역경영사, 1992

4. 林鍾沅,金載一,洪性泰,李侑載 共著, 消費者 行動論, 경문사, 1994

5. 지일구, 컴퓨터네트워크와 PC通信, 정인당, 1993

(2) 論文

1. 배영상, "消費者 不平行動과 企業의 對應方案에 관한 硏究," 서울대학교 대학원, 경영학석사학위논문, 1986

2. 옥영철, "消費者 不平行動의 類型分析에 관한 硏究," 서울대학교 대학원, 경영학석사학위논문, 1990

<外國文獻>

(1) 書籍

1. Roche, Edward M. Telecommunications and Business Strategy, Dryden Press, 1991

2. Sproull, Lee and Sara Kiesler (1992), Connections : New Ways of Working in the Networked Organzation, The MIT Press

3. Valovic , Thomas (1991), Corporate Networks: The Strategic Use of Telecommunications, Artech House

4. Vavra, Terry G. (1992), Aftermarketing, Business One Irwin

(2) 論文

1. Arnum, Eric (1993), "Eletronic Mail Broadens Its Horizon", Business Commnications Review (July)

2. Beals, Howard, Michael B. Mazis, Steven C. Slaop, and Richard Steaon(1981), "Consumer Search and Public Policy," Journal of Consumer Research, 14 (June)

3. Bearden William O. and Jesse E. Teel (1983), "Selected Determinants of Consumer Satisfaction and Complaint Reports," Journal of Marketing Research, 20 (Feb)

4. Bearden, William O. (1983), "Profiling Consumers Who Register Complaints Against Auto Repair Services," Journal of Consumer Affairs, 17 (Winter)

5. Bearden, William and Barry Mason (1984), "An Investigation of Influences on Consumer Complaint Reports," Advances in Consumer Research, 11

6. Blattberg, Robert C. and Rashi Glazer (1994), "Marketing in the Information Revolution", in The Marketing Information Revolution, Blattberg, Robert et. al (ed), Harvard Business School Press

7. Blumer, Herbert, "Sociey as Symbolic Interaction," in Human Behavior and Social Processes, Arnold M. Rose (ed), Houghton Mifflin Company

8. Cappel, James J. (1993), "Closing the E-mail Privacy Gap", Jounal of Systems Management (December)

9. Daft R. L. and K. E. Weick (1984), "Toward a model of organizations as interpretation systems," Academy of Management Review, 9(2)

10. Daft R.L., and R. H. Lengel (1986), "Organizational information requirements, media richness and structural determinants," Management Science 32(5)

11. Daft, R. L., R. H. Lengel and L. K. Trevino (1987), "Message equivocality, media selection, and manager performance Implications for information systems," MIS Quarterly (September)

12. Dart, Jack and Kim Freeman (1994), "Dissatisfaction Response Styles Among Clients of Professional Accounting Firms," Journal of Business Research, 29

13. Day Ralph L. and E. Laird Landon Jr. (1977), "Toward a Theory of Consumer Complainng Behavior," in Arch F. Woodside, Jagdish N. Sheth and Peter D. Bennett (ed), Consumer and Industrial Buying Behavior, Elsevier North-Hlland

14. Day Ralph L., Klaus Grabicke, Thomas Schaetzle, and Fritz Staubach (1981), "The Hidden Agenda of Consumer Complaining," Journal of Retailing, 57 (Fall)

15. Day, Ralph L. and Stephen B. Ash (1979), "Consumer Responses to Dissatisfaction with Durable Products," Advances in Consumer Reseach, 6

16. Day, Ralph L. (1984), "Modeling Choices Among Alternative Response to Dissatisfaction," Advances in Consumer Reseach 11.

17. Day, Ralph L. (1980), "Research Perspectives on Consumer Complaining Behavior," in Theoretical Development in Marketing, Charles Lamb and Patrick Dunne (ed), American Marketing Association

18. Dennis, Alan R. and Joseph S. Valacich (1993), "Computer Brainstorms: More Heads Are Better Than One", Journal of Applied Psychology, 78 (4)

19. Fornell, Cleas and R. A. Westbrook (1984), "The Vicious Circle of Consumer Complaints," Journal of Marketing, 48 (Summer)

20. Fornell, Cleas and B. Wernerfelt (1987), "Defensive Marketing Strategy by Customer Complaint Management," Journal of Marketing Research 24 (November)

21. Fulk, Janet, Joseph Schmitz and Charles W. Steinfield (1990), "A Social Influence Model of Technology Use," in Organizations and Communication Technology, Janet Fulk and Charles Steinfield (ed), Sage Publication

22. Gallupe, R. Brent and William H. Cooper (1993), "Brainstorming Electronically", Sloan Management Review, (Fall)

23. Grnovetter, M. and R. Soong (1983), "Threshold Models of diffusion and collective behavior," Journal of Mathematical Sociology, 9

24. Grohaug, K. and G. Zaltman (1981), "Complainers and Non-complainers Revisited: Another Look at the Data," Advances in Consumer Reseach, 8

25. Gruppe, R. Brent, William H. Cooper, Mary-Liz Grise, and Lana M. Bastianutti, (1994), "Blocking Electronic Braistorms", Journal of Applied Psychology, 79 (1)

26. Halstead,Diane and Cornelia Droge(1991), 'Consumer Attitudes Toward Complaining and The Prediction of Multiple Complaint Responses', Asvances in Consumer Research 18

27. Hart, Christopher W.L., James L. Heskett, and W. Earl Sasser (1990), "The Profitable Art of Service Recovery," Harvard Business Review (Jul-Aug)

28. Huff, C., L. Sproull and S. Kiesler (1989), "Computer communication and organizational commitment: Tracing the relationship in a city government," Journal of Applied Psychology, 19

29. Jacoby Jacob and James J. Jaccard (1981), "The Source, Meaning and Validity of Consumer Complaining Bdhavior: A Psychological Review," Journal of Retailing, 57 (Fall)

30. Krishnan S. and Vallerie A. Valle (1979), "Dissatisfaction Attribution and Consumer Complaint Behavoir," Advances in Consumer Research, 6

31. Landon E. Laird, Jr. (1980),"The Direction of Consumer Complaint Research," Advances in Consumer Research, 7

32. Markus, M. Lynne (1990), "Toward a 'Critical Mass' Theory of Interactive Media," in Organizations and Communication Technology, Janet Fulk and Charles Steinfield (ed), Sage Publication

33. Martin, Ingrid (1991), "Expert-novice Differences in Complaint Scripts," Advances in Consumer Reseach, 18

34. Mason Jarry B. and S.H. Himes (1973), "An Exploratory Behavioral and Socio-economic Profile of Consumer Action About Dissatisfaction with Selected Household Appliances," Journal of Consumer Affairs, 7 (Winter)

35. Morganosky, Michelle Ann and Hilda Mayer Buckley(1987), "Complaint Behavior: Analysis by Demographics, Lifestyle, and Consumer Values," Advances in Consumer Research, 14

36. Oliver, P. G. Marwell, and R. Teixeire (1985), "A theory of critical mass I. Interdependence, group heterogeneity, and the production of collective action," American Journal of Sociology, 91(3)

37. Plymire, Jerry (1991), "Complaints as Opportunity," The Journal of Services Marketing, 8 (Spring)

38. Reichheld, Frederick F. and W. Earl Sasser (1990), "Zero Defections: Quality comes to Services," Harvard Business Review (September-November)

39. Richard L. Oliver(1987), "An Investigation of Interrelationship Between Consumer (Dis)Satisfaction and Complaint Reports," Advances in Consumer Research, 14

40. Richins, Marsha L. (1983),"An Analysis of Consumer Interaction Styles in the Marketplace," Journal of Consumer Research, 10 (June)

41. Richins, Masha L. (1982), 'An Investigation of Consumer Attitudes Towards Complaining', Advances in Consumer Research 9

42 Singh, Jagdip (1988), "Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues," Journal of Marketing (January)

43. Singh, Jagdip (1990), "A Typology of Consumer Dissatisfaction Response Styles," Journal of Retaling, 66 (Spring)

44. Straus, Susan G. and Joseph E. McGrath (1994), "Does the Medium Mattet? The Interaction of Task Type and Technology on Group Performance and Member Reactions," Journal of Applied Psychology, 79(1)

45. Swan, John E. and Oliver Richard L(1989.), 'Postpurchase Communications by Consumers', Journal of Retailing, 65 (4)

46. Trevino, Linda klebe, Richard L. Daft and Rovbert H. Lengel (1990), "Understanding Managers's Media Choices: A Symbolic Interactionsist Perspective, in Organizations and Communication Technology, Janet Fulk and Charles Steinfield (ed), Sage Publication

47. Warland R., R. Hermann and J. Willits (1975), "Dissatisfied Consumers: Who Gets Upset and Who Takes Action," Journal of Consumer Affairs, 9 (Winter)

48. Widing, Robert E. and W. Wayne Talarzyk(1993), "Electronic Information Systems for Consumers: An Evaluation of Computer-Assisted Formats in Multiple Decision Environments," Journal of Marketing Reseach, 30 (May)