[journal] 강남국 / 2003 / A Study of the Effective Process Design for Bellman Service / 호텔경영학연구 / 한국호텔외식관광경영학회 12(2) : 219~238

[journal] 강인호 / 2004 / 호텔기업에 있어서 고객참여가 종업원의 서비스 품질과 조직시민행동에 미치는 영향 / Tourism Research 18 : 1~21

[journal] 김유경 / 2010 / Study on the Influence Customer Participation in Service Production Process has on Customer Satisfaction and Consequence Variables -Subjecting Family Restaurant- / 마케팅논집(Journal of Marketing Studies) / 한국전략마케팅학회 18(1) : 1~22

[journal] 김현식 / 2005 / An Incentive Mechanism for Customer Citizenship Behavior / 마케팅연구 / 한국마케팅학회 20(4) : 1~18

[thesis] 박범수 / 2014 / 중요사건기법(CIT)을 이용한 프로야구 관람객들의 관람경험 및 서비스 개선 / 석사 / 연세대학교

[thesis] 박정영 / 2001 / 외식 서비스 인카운터에 관한 연구 : Critical Incident Technique을 중심으로 / 박사 / 경기대학교

[journal] 백운배 / 1997 / 서비스 접점에서의 고객참여에 관한 연구 / 대구대학교 사회과학연구 3(2) : 241~258

[journal] 서문식 / 2010 / The Roles of Customer Participation Behavior and Citizenship Behavior in the Relationship Development / 마케팅연구 / 한국마케팅학회 25(1) : 159~193

[journal] 서문식 / 2008 / A Study on the Importance of Customer Participation and the Relationship with Positive Customer Outcomes Through Customers' satisfaction in the Service Encounter / 고객만족경영연구 / 한국고객만족경영학회 10(1) : 31~49

[journal] 서문식 / 2008 / The Scale Development of Customer Participation in Service Settings: PARTICQUAL / 마케팅연구 / 한국마케팅학회 23(4) : 105~135

[journal] 서문식 / 2009 / The Influence of Customer Participation on the Interaction with Service-Provider and Emotional Elements / 경영학연구 / 한국경영학회 38(4) : 897~934

[journal] 서문식 / 2012 / The effect of the prior and functional participation on employee response: Moderating effect of the dependence on service providers and the prior participation / 경영학연구 / 한국경영학회 41(4) : 867~895 / http://dx.doi.org/

[journal] 신호성 / 2014 / Effects of Service Encounter Dimension on Customer Participation: Mediating Role of Justice Perception / 기업경영연구 / 한국기업경영학회 21(4) : 1~20

[journal] 윤만희 / 2003 / Perceived Justice of College Education Services and Its Effect On Relationship Quality and Customer Voluntary Behaviors / 경영학연구 / 한국경영학회 32(1) : 315~340

[journal] 윤만희 / 2005 / Perceived Exchange Relationships of ServiceEmployees and Its Impact on In-Role/Extra-RoleBehavioral Performance / 경영학연구 / 한국경영학회 34(3) : 783~813

[thesis] 이범준 / 2010 / 외식 소비자의 구전 커뮤니케이션 프로세스 탐색 / 석사 / 연세대학교

[journal] 이유재 / 2004 / The Effects of the Exchange Relationships between Service Organizations and Customers on Customer Citizenship Behavior: The Moderating Role of Customer Experience / 경영학연구 / 한국경영학회 33(6) : 1809~1845

[journal] 이유재 / 2005 / The Effects of Customer Citizenship Behavior and Badness Behavior on Perceived Service Quality, Customer Satisfaction, and Repurchase Intention / 아시아마케팅저널 / 한국마케팅학회 7(3) : 1~27

[journal] 이유재 / 2006 / Determinants of Customers' Information Engagement and the Moderating Effect of Involvement:Focused on WOM and Cooperation / 아시아마케팅저널 / 한국마케팅학회 8(3) : 13~40

[journal] 이정학 / 2009 / The study on service switching behavior and costs: CIT of restaurant customers / 관광학연구 / 한국관광학회 33(5) : 343~361

[journal] 이준엽 / 2009 / An Exploratory Study on Customer-to-customer Contact Quality Using CIT / 마케팅연구 / 한국마케팅학회 24(3) : 71~93

[journal] 이홍규 / 2014 / The Impact of Customer's Participation Behavior on Psychological Ownership and Service Satisfaction at Hotel Restaurant / 호텔관광연구 / 한국호텔관광학회 16(1) : 222~237

[journal] 정준이 / 2011 / An Empirical Study on the Antecedent Variables of Customer Citizenship Behavior in Social Exchange Point of View - The Focused on the Guests Five Star Hotel in Seoul- / 호텔리조트연구 / 한국호텔리조트학회 10(2) : 151~175

[journal] 차성미 / 2014 / Understanding the Eating-out Information Use Experience Using Critical Incident Technique: Focus on Comparison among Media / 관광학연구 / 한국관광학회 38(8) : 345~367

[journal] 최성환 / 2014 / A Study on the influence service justice on customer emotion, customer satisfaction and customer citizenship behavior and customer bad behavior - focused on family restaurant - / 관광연구 / 대한관광경영학회 28(6) : 83~111

[journal] 한상린 / 2004 / Effects of Customer Participation and Citizenship Behavior on Perceived Service Quality and Repurchasing Intention- In Non-profit University Educational Service - / 경영학연구 / 한국경영학회 33(2) : 473~502

[journal] Anderson, J. C. / 1990 / A model of distributor firm and manufacturer firm working partnerships / Journal of Marketing 54(1) : 42~58

[journal] Andersson, B. E. / 1964 / Studies in the reliability and validity of the critical incident technique / Journal of Applied Psychology 48(6) : 398~403

[journal] Auh, S. / 2007 / Co-production and customer loyalty in financial services / Journal of Retailing 83(3) : 359~370

[journal] Bateson, J. E. / 1985 / The self-service customer : An exploratory study / Journal of Retailing 61(3) : 49~76

[journal] Bettencourt, L. A. / 1997 / Customer voluntary performance : Customers as partners in service delivery / Journal of Retailing 73(3) : 383~406

[journal] Bitner, M. J. / 1990 / The service encounter : Diagnosing favorable and unfavorable incidents / Journal of Marketing 54 : 71~84

[journal] Bitner, M. J. / 1997 / Customer contributions and roles in service delivery / International journal of service industry management 8(3) : 193~205

[journal] Bowen, D. E. / 1986 / Managing customers as human resources in service organizations / Human Resource Management 25(3) : 371~383

[journal] Brief, A. P. / 1986 / Prosocial organizational behaviors / Academy of Management Review 11 : 710~725

[journal] Chen, S. C. / 2015 / Antecedents of mandatory customer participation in service encounters : An empirical study / International Journal of Hospitality Management 46 : 65~75

[journal] Chen, W. Y. / 2012 / Assessing travel business partners using the critical incident technique and the analytic hierarchy process / Tourism Economics 18(2) : 295~310

[journal] Chervonnaya, O. / 2003 / Customer role and skill trajectories in services / International Journal of Service Industry Management 14(2) : 347~363

[thesis] Faranda, W. T. / 1994 / Customer participation in service production: An empirical assessment of the influence of realistic service previews / 박사 / Arizona State University

[journal] Flanagan, J. C. / 1954 / The critical incident technique / Psychological Bulletin 51(4) : 327~358

[journal] Fournier, S. / 1998 / Consumers and their brands: Developing relationship theory in consumer research / Journal of Consumer Research 24(3) : 343~373

[book] Gartner, A. / 1975 / The service society and the consumer vanguard / Harper & Row

[journal] Gouldner, A. W. / 1960 / The norm of reciprocity : A preliminary statement / American Sociological Review 25 : 161~178

[thesis] Groth, M. / 2001 / Managing service delivery on the internet: Facilitating customer’s coproduction and citizenship behavior in service organization / 박사 / The University of Arizona

[journal] Groth, M. / 2005 / Customers as good soldiers : Examining citizenship behaviors in internet service deliveries / Journal of Management 31(1) : 7~27

[journal] Holt, D. B. / 1995 / How consumers consume:A typology of consumption practices / Journal of Consumer Research 22(6) : 1~16

[journal] Houston, F. S. / 1986 / The marketing concept:What it is and what it is not / Journal of Marketing 50(4) : 81~87

[journal] Hsieh, A. Y. C. / 2004 / Participative customers as partial employees and service provider workload / Industrial Journal of Service Industry Management 15(2) : 187~199

[thesis] Hubbert, A. R. / 1995 / Customer co-creation of service outcomes: Effects of locus of causality attributions / 박사 / Arizona State University.

[journal] Kelley, S. W. / 1990 / Customer participation in service production and delivery / Journal of Retailing 66(3) : 315~335

[report] Langeard, E. / 1981 / Services marketing: New insights from consumers and managers / Marketing Science Institute

[journal] Larsson, R. / 1989 / Organization and customer : Managing design and coordination of services / Academy of Management Review 14(2) : 213~233

[journal] Lengnick-Hall, C. A. / 1996 / Customer contributions to quality : A different view of the customer-oriented firm / Academy of Management Review 21(3) : 791~824

[thesis] Lloyd, A. E. / 2003 / The role of culture on customer participation in service / 박사 / The Hong Kong Polytechnic University

[journal] Lundeen, H. K. / 1995 / Service recovery in commercial real estate management / Journal of Propoerty Management 60(3) : 30~32

[journal] Meuter, M. L. / 2000 / Self-service technologies : Understanding customer satisfaction with technology-based service encounters / Journal of marketing 64(3) : 50~64

[journal] Mills, P. K. / 1986 / Clients as ‘partial’ employees : Role development in client participation / Academy of Management Review 11(4) : 726~735

[book] Rodie, A. R. / 2000 / Customer participation in services production and delivery in Handbook of Service Marketing and Management / Sage Publications, Inc : 111~126

[journal] Skaggs, B. C. / 2004 / Strategic positioning, human capital, and performance in service organizations : A customer interaction approach / Strategic Management Journal 25(1) : 85~99

[journal] Solomon, M. R. / 1985 / A role theory perspective on dyadic interactions: The service encounter / Journal of Marketing 49(Winter) : 99~111

[journal] Kellogg, D. L. / 1997 / On the relationship between customer participation and satisfaction : Two frameworks / International Journal of Service Industry Management 8 : 206~219

[journal] Wind, J. / 2001 / Customerization : the next revolution in mass customization / Journal of Interactive Marketing 15(1) : 13~32

[journal] Wright, K. B. / 2005 / Researching internet-based populations : Advantages and disadvantages of online survey research, online questionnaire authoring software packages, and web survey services / Journal of Computer-Mediated Communication 10(3) : 00~00

[journal] Yi, E. J. / 2013 / Customer value co-creation behavior : Scale development and validation / Journal of Business Research 66 : 1279~1284

[journal] Yi, Y. J. / 2011 / Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention / Journal of Business Research 64 : 87~95

[book] Zeithaml, V. A. / 2013 / Services marketing : integrating customer focus across the firm / McGraw-Hill Companies