References
- 한지운(2009. 04. 16), "이베이, G마켓 인수 확정 '옥션+G마켓' 체제로," 경제투데이, 자료검색일 2009. 08. 30, 자료출처 http://www.eto.co.kr/?Code=20090416100659497&ts=10012.
- Alvin Toffler(1984), The Third Wave, NY: Bantam, p.11.
- 신형원 外(2008. 04), "인터넷 쇼핑 시장의 변화와 대응전략," Seri 연구 보고서, 자료검색일 : 2008. 10. 31, 자료출처 http;//www.seri.org,pp.1-44.
- F. F. Reichheld, W. E. Sasser Jr.(1990), "Zero defections: quality comes to services," Harvard Business Review, 68(5), pp.105-111.
- J. Singh(1990), "Voice, exit, and negative word of mouth behaviors: An investigation across three service categories," Journal of the Academy of Marketing Science, 18(1), pp.1-15. https://doi.org/10.1007/BF02729758
- M. L. Richins(1987), "A multivariate analysis of responses to dissatisfaction," Journal of the Academy of Marketing Science, 15(3), pp.24-31. https://doi.org/10.1007/BF02722168
- C. W. L. Hart, J. L. Heskett(1990), "The profitable art of service recovery," Harvard Business Review, 68(4), pp.148-156.
- B. Stauss(1997), "Global word-of-mouth: Service bashing on the internet is a theory issue," Marketing Management, Fall, pp.28- 30.
- S. M. Keaveney(1995), " Customer switching behavior in service industry: An exploratory study," Journal of Marketing, 59(2), pp.71-82. https://doi.org/10.2307/1252074
- A. O. Hirschman(1970), Exit, voice, and loyalty: Responses to decline in firms, organizations and states, Cambridge, MA: Harvard University Press. 재인용 S. Cheng, T. Lam, C. H. C. Hsu(2006), "Negative word-of-mouth communication intention: An application of the theory of planned behavior," Journal of Hospitality & Tourism Research, 30(1), 95-116.
- D. L. Jones, K. W. McCleary, L. R. Lepisto (2002), "Consumer complaint behavior manifestations for table service restaurants: Identifying socio-demographic characteristics, personality, and behavioral factors," Journal of Hospitality & Tourism Research, 26(2), pp.105-123. https://doi.org/10.1177/1096348002026002002
- M. L. Richins(1983), "Negative word-ofmouth by dissatisfied consumers: A pilot study," Journal of Marketing, 47(1), pp. 68-78. https://doi.org/10.2307/3203428
- J. Singh(1990), "Voice, exit, and negative word of mouth behaviors: An investigation across three service categories," Journal of the Academy of Marketing Science, 18(1), pp.1-15. https://doi.org/10.1007/BF02729758
- G. T. Lau, S. Ng(2001), "Individual and situational factors influencing negative word-of-mouth behavior," Canadian Journal of Administrative Sciences, 18(3), pp. 163-178.
- S. Morris(1988), "How many lost customers have you won back today? An aggressive approach to complaint handling in the hotel industry," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, pp.86-92.
- R. N. Laczniak, T. E. DeCarlo, C. M. Motley (1996), "Retail equity perceptions and consumers' processing of negative word-of -mouth communication," Journal of Marketing Theory and Practice, 4(4), pp.37-48.
- D. Maheswaran, J. Meyers-Levy(1990), "The influence of message framing and issue involvement," Journal of Marketing Research, 27(August), pp.361-367.
- J. J. Skowronski, D. E. Carlson(1989), "Negative and extremity in impression formation: A review of explanations," Psychological Bulletin, 105(1), pp.131-142.
- C. H. Wee, S. L. Lim, M. Lwin(1995), "Word-of-mouth communication in Singapore: With focus on effects of message-sidedness, source and user-type," Asia Pacific Journal of Marketing and Logistics, 1(2), pp.5-36.
- J. C. Huefner, H. K. Hunt(2000), "Consumer retaliation as a response to dissatisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, pp. 61-82, Simone Cheng, Terry Lam, Cathy H. C. Hsu에 의해 재인용(2006), "Negative word-of-mouth communication: An application of the theory of planned behavior," Journal of Hospitality & Tourism Research 30, pp.95-116.
- D. S. Sundaram, K. Mitra, C. Webster (1998), "Word-of-mouth communications: A motivational analysis," Advances in Consumer Research, 25(1), pp.527-531, Simone Cheng, Terry Lam, Cathy H. C. Hsu 에 의해 재인용(2006), "Negative word-of-mouth communication: An application of the theory of planned behavior," Journal of Hospitality & Tourism Research 30, pp.95-116.
- 김분태(2007), "온라인 구전 커뮤니케이션경로 별 제품평가의 제공에 관한 연구," 마케팅관리연구, 12(2), pp.41-60.
- J. E. Phelps, R. Lewis, L. Mobilio, N. Raman (2004). "Viral marketing or electronic word-of-mouth advertising: Examining consumer responses and motivations to pass along email," Journal of Advertising Research, 45(4), pp.333-348.
- B. Bickart, R. M. Schindler(2001). "Internet forum as influential sources of consumer information," Journal of Interactive Marketing, 1(3), pp.31-40.
- 손진아, 이은영(2007), "인터넷 의류쇼핑에서 온라인 구전정보 특성 중 방향성과 동의성이 소비자 구매행동 변화에 미치는 영향," 한국의류학회지, 31(8), pp.1157-1167.
- 박은아, 서현숙(2008), "브랜드 인지도 및 제품 유형에 따른 사용후기 영향력: 여성소비자를 대상으로," 한국심리학회 연차학술발표대회 논문집, pp.374-375.
- 박찬, 유창조(2006), "온라인에서의 구전커뮤니케이션이 상품평가에 미치는 영향에 관한 연구: 상표사용후기와 답글을 중심으로," 소비자학연구, 17(1), pp.73-93.
- 이태민, 박철(2006), "온라인 구전 정보의 방향성과 유형이 구매영향력에 미치는 효과: 한국과 미국의 국제비교," 마케팅 연구, 21(1), pp.29-56.
- 전우영, 정현주(2006), "인터넷 쇼핑에서 사용 후기가 제품에 대한 평가와 구매의도에 미치는 영향: 성차의 역할을 중심으로," 한국심리학회: 소비자 ․ 광고, 7(1), pp.113-129.
- 박철, 정수연(2006), "온라인 소비자 구전에 대한 내용분석: 사이트 유형과 제품 유형에 따른 차이를 중심으로," 광고학 연구, 70, pp.91-118.
- R. Tesch(1990), Qualitative research: Analysis types and software tools, Bristol, PA: Falmer, pp.157-185.
- Hsiu-Fang Hsieh, Sarah E. Shannon(2005), "Three approaches to qualitative content analysis," Qualitative Health Research, 15(9), pp.1277-1288. https://doi.org/10.1177/1049732305276687
- K. Manning(1997), "Authenticity in constructivist inquiry: Methodological considerations without prescription," Qualitative Inquiry, 3, pp.93- 115. https://doi.org/10.1177/107780049700300105
- U. H. Graneheim, B. Lundman(2004), "Qualitative content analysis in nursing research: Concepts, procedures and measures to achieve trustworthiness," Nurse Education Today, 24, pp.105-112. https://doi.org/10.1016/j.nedt.2003.10.001
- 안영섭(1996), 사회과학방법론총설, 법문사, p.402.
- D. S. Sundaram, K. Mitra, C. Webster (1998), "Word-of-mouth communications: A motivational analysis," Advances in Consumer Research, 25(1), pp.527-531,
- J. C. Huefner, H. K. Hunt(2000), "Consumer retaliation as a response to dissatisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, pp. 61-82,
- D. S. Sundaram, K. Mitra, C. Webster (1998), "Word-of-mouth communications: A motivational analysis," Advances in Consumer Research, 25(1), pp.527-531,
- D. S. Sundaram, K. Mitra, C. Webster (1998), "Word-of-mouth communications: A motivational analysis," Advances in Consumer Research, 25(1), pp.527-531,
- J. C. Huefner, H. K. Hunt(2000), "Consumer retaliation as a response to dissatisfaction," Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 13, pp. 61-82,
- 이진화, 임정은(2008), "온라인 쇼핑몰에서의 소비자의 공정성 지각이 불평처리 후 재구매 의도와 부정적 구전의도에 미치는 영향: 패션관여도의 조절효과를 중심으로," 한국의류학회지, 32(9), pp.1427-1437.
- Jeffrey G. Blodgett, Kirk L. Wakefield, James H. Barnes(1995), "The effects of customer service on consumer complaining behavior," Journal of Service Marketing, 9(4), pp.31-42. https://doi.org/10.1108/08876049510094487
- J. G. Blodgett, D. H. Granbois, R. G. Walters(1993), "The effects of perceived justice on complaints' negative word-ofmouth behavior and repatronage intentions," Journal of Retailing, 69(Winter), pp.399-428.