: 251.579_001 (2019⵵ 1б)

ǽ: SK 濵 331ȣ
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am


Office: SK 濵 301ȣ
Phone: 880-6941
e-mail:
youjae@snu.ac.kr
Homepage:
http://youjae.com

   

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- , 񽺸, 5, , 2013.
- : Yi, Youjae, Customer Value Creation Behavior, Routledge, 2014.


1. Rust, Ronald & Ming-Hui Huang (2014), "The Service Revolution and the Transformation of Marketing Science," Marketing Science, 33(2), 206-221.

2. Huang, Ming-Hui & Ronald Rust (2017), "Technology-driven Service Strategy," Journal of the Academy of Marketing Science, 45, 906-924.

3. Huang, Ming-Hui & Ronald Rust (2018). "Artificial Intelligence in Service," Journal of Service Research, 21, 155-172.

4. Chan, Kimmy Wa, Chi Kin Yim, & Simon S.K. Lam (2010), "Is Customer Participation in Value Creation a Double-Edged Sword?" Evidence from Professional Financial Services Across Cultures," Journal of Marketing, 74(3), 48-64.

5. Yi, Youjae, R. Nataraajan & T. Gong (2011) Customer Participation and Citizenship Behavioral Influences on Employee Performance, Satisfaction, Commitment, and Turnover Intention," Journal of Business Research, 64: 87-95.

6. Yim, Chi K., Kimmy Chan, & Simon Lam (2012), Do Customers and Employees Enjoy Service Participation? Synergistic Effects of Self- and Other-Efficacy, Journal of Marketing, 76(November), 121-140.

7. Yi, Youjae & Taeshik Gong (2008), "If Employees Go the Extra Mile, Do Customers Reciprocate with Similar Behavior?" Psychology & Marketing, 25(10), 961-986.

8. Yi, Youjae, Taeshik Gong, & Hyojin Lee (2013), The Impact of Other Customers on Customer Citizenship Behavior, Psychology & Marketing, 30(4), 341-356.

9. Yi, Youjae & Seo Young Kim (2017), The Role of Other Customers during Self-Service Technology Failure," Service Business, 11(4), 695-715.

10. Sirianni, Nancy, M. Bitner, S. Brown, & N. Mandel (2013), Branded Service Encounters: Strategically Aligning Employee Behavior with the Brand Positioning, Journal of Marketing, 77(November), 108-123.

11. Pounders, Kathrynn, Barry Bain, & Angeline Close (2015), All the Same to Me: Outcomes of Aesthetic Labor Performed by Frontline Service Providers, Journal of the Academy of Marketing Science, 43, 670-693.

12. Wan, Lisa & Robert Wyer (2015), Consumer Reactions to Attractive Service Providers: Approach or Avoid? Journal of Consumer Research, 42(4), 578-595.

13. Porath, Christine, Debbie Macinnis, & Valerie Folkes (2010), "Witnessing Incivility among Employees: Effects of Consumer Anger and Negative Inferences about Companies," Journal of Consumer Research, 37(August), 292-303.

14. Lopez-Lopez, Ines, S. Ruiz-de-Maya, & L. Warlop (2014), When Sharing Consumption Emotions With Strangers is More Satisfying Than Sharing Them With Friends, Journal of Service Research, 17(4), 475-488.

15. Allen, Al., M. Brady, S. Robinson, & C. Voorhees (2015), One Firms Loss Is Anothers Gain: Capitalizing on Other Firms Service Failures, Journal of the Academy of Marketing Science, 38, 520-529.

16. Wan, Lisa, Michael Hui, & Robert Wyer (2011), "The Role of Relationship Norms in Responses to Service Failures," Journal of Consumer Research, 38(August), 260-277.

17. Dong, Beibei, Kenneth R. Evans, & Shaoming Zou (2008), "The Effects of Customer Participation in Co-Created Service Recovery," Journal of the Academy of Marketing Science, 36 (1), 123-37.

18. Roggeveen, A., M. Tsiros, & D. Grewal (2012), Understanding the Co-creation Effect: When Does Collaborating with Customers Provide a Lift to Service Recovery? Journal of the Academy of Marketing Science, 40, 771-790.

19. Chan, Kimmy Q. & Echo W. Wan (2012), How Can Stressed Employees Deliver Better Service? The Underlying Self-Regulation Depletion Mechanism, Journal of Marketing, 76(January), 119-137.

20. Gong, Taeshik, Youjae Yi, & Jin Nam Choi (2014), Helping Employees Deal with Dysfunctional Customers: The Underlying Employee Perceived Justice Mechanism," Journal of Service Research, 17(1), 102-116.

21. Giebelhausen, Michael, Stacey Robinson, Nancy Sirianni, & Michael Brady (2014), "Touch Versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounter," Journal of Marketing, 78(July), 113-124."

22.  Jiang, Lan, J. Hoegg, & D. Dahl (2013), Consumer Reaction to Unearned Preferential Treatment, Journal of Consumer Research, 40(3), 412-427.

23. Wetzel, Hauke A., Maik Hammerschmidt, & Alex Zablah (2014), "Gratitude Versus Entitlement: A Dual Process Model of the Profitability Implications of Customer Prioritization," Journal of Marketing, 78(March), 1-19.

24.Ma, Baolong, Xiaoferi Li, & Lin Zhang (2018), "The Effects of Loyalty Programs in Services: A Double-edged Sword," Journal of Services Marketing, 32(3), 300-310.

25. Gregoire, Yany & Robert J. Fisher (2008), "Customer Betrayal and Retaliation: When Your Best Customers Become Your Worst Enemies," Journal of the Academy of Marketing Science, 36 (2), 247-61.

26. Grégoire, Yany, Thomas M. Tripp & Renaud Legoux (2009), "When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance," Journal of Marketing, 73(6), 18-32.

27. Grégoire, Yany, Daniel Laufer, & Thomas M. Tripp (2010), A Comprehensive Model of Customer Direct and Indirect Revenge: Understanding the Effects of Perceived Greed and Customer Power, Journal of the Academy of Marketing Science, 38, 738-758.

28. , û (2014), ֱ , ÿ, 29(6), 121-166.

29. (2016), ǰ, , , οƼα׷ , 濵п, 45(6), 1763-1787.

30. . 󼱾, û (2016), ѱ  ȭ ΰ?: а ν縦 ̷ , 濵п, 45(6), 2015-2064.

 

(1) ߰

- ߰ ǥ: ǥ

- :   

 

(2) ⸻

- Research Proposal

 

(3) ð (ڳ)

- ÿ õ ϰ ִ ǥϸ ߰ ο

 

߰(30%), ⸻(30%), ⸻(30%), Ȩ (10%)

1

3 6

  Introduction

2 3 13

  1, 2

ǥ 뺸
3 3 20

  3, 4

1-3
4 3 27

  5

4-6
5 4 3

  6

7-9
6 4 10

7

10-12
7 4 17

  8

13-15

8 4 24

   9, 10

16-18
9 5 1

11, 12

19-21
10 5 8

Field Study

Idea Generation
11 5 15

  13

  22-24

12 5 22

14

25-27
13 5 29

  Research Idea ǥ

14 6 5

  ⸻

15 6 12

  ⸻