▶ 國內 文獻 ◀

國內 書籍

1. 金元銖, 마아케팅 管理論, 제3판, 서울, 경문사, 1989.

2. 유필화, 市場戰略과 競爭優位, 서울, 박영사, 1993.

3. 이순묵, 공변량구조분석, 서울, 성원사, 1990.

4. 林鍾沅, 마아케팅 調査論, 서울, 무역경영사, 1985.

5. 林鍾沅, 現代마아케팅管理論, 서울, 무역경영사, 1987.

6. 채서일, 김범종, 이성근 共著, SPSS/PC⁺를 이용한 통계분석, 제2판, 서울, 학현사, 1993.

7. 채서일, 마케팅, 제2판, 서울, 학현사, 1993.

8. 히라시마 야스히사 著, KMAC CS경영혁신센타 譯, 顧客滿足 經營의 推進方法, 서울, 21세기북스사, 1992.

國內 論文

9. 權海濤, "消費者滿足에 관한 연구", 서울대학교 經營學博士學位論文, 1990.

10. 魏奎晟, "外在的 製品情報端緖가 消費者의 製品品質知覺에 미치는 影響에 관한 연구", 서울대학교 經營學碩士學位論文, 1984.

▶ 外國 文獻 ◀

外國 書籍

1 Dutka A., AMA Handbook for Customer Satisfaction, Lincolnwood, Illinois, NTC Business Books, working paper, 1993.

2 Engel, J. F. & R. D. Blackwell, Consumer Behavior, New york; Holt, Rinehart, and Winston, 1982, pp.501.

3 Hayes B.E., Measuring Customer Satisfaction, Milwaukee, Wisconsin, ASQC, 1992.

4 Howard, J. D. & J. N. Sheth, The Theory of Buyer Behavior, New York: John Willey & Sons, 1969, pp.145.

5 Kent B. Monroe, (Pricing: Making Profitable Decisions), 2nd ed., McGraw-Hill, Inc., 1990.

6 Kotler, P., Marketing Management: Analysis, Planning, Implementation, and Control, 7th Ed., Englewood Cliffs, N.J.; Prentice Hall, 1991.

7 Lehmann D. R., Market Research and Analysis, 3rd Ed., Irwin; Homewood, Illinois, 1989.

8 Peter J. P. and J. C. Olson, Consumer Behavior, 2nd Ed., Irwin; Homewood, Illinois, 1990.

外國 論文

1 Alba J.W. and Hutchinson J.W., "Dimensions of Consumer Expertise", Journal of Consumer Research, Vol. 12, June 1985, pp.31-46.

2 Anderson E. W. and Sullivan M.W. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, Vol. 12. No.2, Spring 1993. pp. 125-143.

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

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

5 Bolton R. N. & Drew J. H., "A Multistage Model of Customers' Assessments of Service Quality and Value", Journal of Consumer Research, Vol. 17, March 1991, pp.375-384.

6 Bowbrick P., "Pseudoresearch in Marketing: The Case of the Price-Perceived-Quality Relationship", European Journal of Marketing, Vol. 14,No.8, 1982, pp.466-470.

7 Brucks M., "The Effects of Product Class Knowledge on Information Search Behavior", Journal of Consumer Research, Vol. 12, June 1985, pp.1-16.

8 Churchill Gilbert & Surprenant, Carol, "An Investigation into the Determinants of Customer Satisfaction." Journal of Marketing Research, 19(November), 1982, pp.491-504.

9 Helson H., "Current Trends and Issues in Adaptation-level Theory" American Psychologist, 19, 1964, pp.26-38.

10 Huppertz J.W., S.J. Arenson, & R.H. Evans, "An Application of Equity Theory to Buyer-Seller Exchange Situations", Journal of Marketing Research, Vol. XX, May 1978, pp.250-260.

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

12 Jacoby J., J.C. Olson, & R.A. Haddock, "Price, Brand Name, and Product Composition Characteristics as Determinants of Perceived Quality", Journal of Applied Psychology, Vol.55, No.6, 1971, PP.570-579.

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

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

15 Maynes E. S., "The Concept and Measurement of Product Quality", Household Production and Consumption, 40, 1976, pp.529-559.

16 Monroe K.B. & Krishnan, "The Effect of Price on Subjective Product Evaluations", in Perceived Quality, J. Jacoby and J. Olson, eds., Lexington, 1985, pp.209-232.

17 Monroe K.B. & W.B. Dodds, "A Research Program for Establishing the Validity of the Price-Quality Relationship", Journal of the Academy of Marketing Science, 16, Spring 1988, pp.151-168.

18 Oliver R.L. & J.E. Swan, "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach", Journal of Marketing, Vol.53, April 1989, pp.21-22.

19 Oliver R.L. & W.S. Desarbo, "Response Determinents in Satisfaction Judgments" Journal of Consumer Research, Vol.14 (Mar. 1988), pp.495-507.

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

21 Oliver R.L., "A Conginitive Model of the Antecedents and Consequences of Satisfaction Decisions." Journal of Marketing Research, 17 (November),1980, pp.460-469.

22 Oliver R.L., "Measurement and Evaluation of Satisfaction Process in Retail Setting", Journal of Retailing, 57, Fall 1981, pp.25-48.

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

24 Park C.W. & V.P. Lessig, "Familiarity and Its Impact on Consumer Decision Biases and Heuristics", Journal of Consumer Research, Vol. 8, september 1981, pp.223-230.

25 Peterson R.A. & W.R. Willson, "Perceived Risk and Price-Reliance Schema and Price-PerceivedQuality Mediator", in Perceived Quality, J. Jacoby and J. Olson, eds., Lexington, 1985, pp.247-268.

26 Petty, Richard & Cacioppo, John, "The Elaboration Likelihood Model of Persuation", Advances in Experimental Social Psychology, 19, ,1986, pp. 123-205.

27 Punj G.N. & R. Staelin, "A Model of Consumer Information Search Behavior for New Automobiles", Journal of Consumer Research, 9, March 1983, pp.366-380.

28 Rao A.R. & K.B. Monroe, "The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review", Journal of Marketing Research, Vol. XXVI, August 1989, p.351.

29 Rao A.R. & K.B. Monroe, "The Moderating Effect of Prior Knowledge on Cue Utilization in Product Evaluations", Journal of Consumer Research, Vol.15, September 1988, p.253.

30 Rao A.R. & W.A. Sieben, "the Effect of Prior Knowledge on Price Acceptability and the Type of Information Examined", Journal of Consumer Research, Vol.19, No.2, September 1992, pp.256-270.

31 Srinivasan N. & B.T. Ratchford, "An Empirical Test of a Model of External Search for Automobiles", Journal of Consumer Research, September 1991, pp.233-242.

32 Sujan M., "Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer Judgments", Journal of Consumer Research, Vol. 12, June 1985, pp.31-46.

33 Swan J.E. & I.F. Trawick, "Disconfirmation of Expectations and Satisfaction with A Retail Service", Journal of Retailing, 57, Fall 1981, pp.49-67.

34 Swan J.E. and L.J. Combs, "Product Performance and Customer Satisfaction: An New Concept", Journal of Marketing, Vol.40 (April 1975), p. 26.

35 Tellis and Wernerfelt, "Competitive Price and Quality Under Asymmetric Information", Marketing Science, 6, summer 1987, pp. 240-253.

36 Tse, D. K. & P. C. Wilton, "Models of Consumer Satisfaction: An Extension", Journal of Marketing Research, Vol. 25, May 1988, pp.204-212.

37 Westbrook R.A. & R.L. Oliver, "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction", Journal of Consumer Research, Vol. 18, June 1991, pp.84-91.

38 Woodruff R.B., E.R. Cadotte, & R.L. Jenkins, "Modeling Consumer Satisfaction Processes Using Experience-Based Norms", Journal of Marketing Research, Vol. XX, August 1983, pp.296-304.

39 Yi, Youjae, "A Critical Review of Customer Satisfaction," Review of Marketing 1990, ed. Valarie A. Zeithaml, Chicago; American Marketing Association, pp.68-123.

40 Yi, Youjae, "The Determinants of Customer Satisfaction: The Moderating Role of Ambiguity", Advances in Consumer Research, 20, 1993, pp.502-506.

41 Zeithaml V.A., "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence", Journal of Marketing, Vol. 52, July 1988, pp.2-22.