[book] 김계수 / 2010 / 구조방정식 모형분석 / 한나래 아카데미

[journal] 김성혁 / 2009 / The Effect of Customer Perception of the Physical Environments of Hotel Restaurants on Emotional Reaction, Customer Satisfaction, Repurchase Intention and Recommendation Intention / 관광연구 / 대한관광경영학회 23(4) : 81~99

[journal] 김희정 / 2012 / A Study on Effect of Choice Attributes of Tourism Destination Storytelling on Tourist? Behavioral Response: Tourist? Emotional Reaction as Moderating Effect / 국토지리학회지 / 국토지리학회 46(1) : 53~65

[journal] 맹려화 / 2017 / The Impact of Relational Benefits on Positive Affect, Perceived Value, and Behavior Intention in Social Commerce: Focused on Chinese Tourist having the Hotel Service of Social Commerce environment / 관광레저연구 / (사)한국관광레저학회 29(10) : 69~88

[journal] 박완규 / 2017 / A Study on the Influence of Tourism Experience Factors on the Memory, Satisfaction and Loyalty of Tourist Attractions / 대한안전경영과학회지 / 대한안전경영과학회 19(2) : 147~158

[journal] 박지홍 / 2014 / A Study on the Effect of Hotel Employee’s Customer Orientation on Rapport and Relationship Quality / MICE관광연구 / 한국마이스관광학회 14 : 71~85

[book] 박혜정 / 2014 / 서비스맨의 이미지메이킹 / 백산출판사

[book] 배병렬 / 2014 / Amos 19 구조방정식모델링: 원리와 실체 / 청람

[journal] 백림정 / 2017 / The impact of customer experiences on customer satisfaction, customer delight, and positive word-of-mouth of hotel customers / 관광연구저널 / 한국관광연구학회 31(8) : 193~206 / http://dx.doi.org/10.21298/IJTHR.2017.08.31.8.193

[journal] 백림정 / 2015 / The Impact of Customer Experience on Customer Positive Emotion, Customer Delight and Revisit Intention of Hotel Customers / 호텔경영학연구 / 한국호텔외식관광경영학회 24(6) : 19~39

[thesis] 서문솔 / 2012 / 판매촉진이벤트에 대한 감정반응이 태도 및 충성도에 미치는 영향 / 석사 / 경기대학교 대학원

[thesis] 송주완 / 2017 / 패밀리레스토랑 고객이 지각한 서비스스케이프와 미적노동이 긍정적감정 및행동의도에 미치는 영향 / 박사 / 세종대학교

[journal] 오서경 / 2017 / A Study on the Relationship among Rapport, Customer Participation Behavior, Customer Citizenship Behavior, and Customer Satisfactions in Restaurants / 외식경영연구 / 한국외식경영학회 20(3) : 189~214

[journal] 오선영 / 2011 / The Effect of Experience on Brand Attitude, Satisfaction and Behavior Intentions in Festival: Icheon Rice Cultural Festival / 관광레저연구 / (사)한국관광레저학회 23(3) : 7~22

[journal] 우영민 / 2017 / Relationship between Visual Environment and Customer Behavior Intention at Coffee Shops / 식공간연구 / 한국식공간학회 12(1) : 67~88 / http://dx.doi.org/10.26433/TFCK.2017.12.1.67

[web] 위키백과 / 2018 / 라포르 / https://ko.wikipedia.org/wiki/라포르

[journal] 윤유식 / 2017 / A study on differences of tourism destination image, satisfaction, intention to behavior based on segmented groups of memorable tourism experiences / 관광연구저널 / 한국관광연구학회 31(1) : 19~34 / http://dx.doi.org/10.21298/IJTHR.2017.01.31.1.19

[journal] 이봉구 / 2010 / An Investigation of the Relationship between Travel Agency Employees' Authentic Positive Emotional Labor and Customer Reactions / 관광학연구 / 한국관광학회 34(3) : 305~326

[journal] 이상동 / 2013 / The Effect of Visitor’s Positive Emotion, Relationship Quality, Behavioral Intention in MICE / 관광연구 / 대한관광경영학회 27(6) : 197~208

[journal] 이승진 / 2017 / A Study on Relation of Corporate Image and Rapport-building Segmented by Types of Consumer-participating CSR Activities of Travel Agencies / 무역연구 / 한국무역연구원 13(1) : 519~538

[book] 이인경 / 2011 / 인파워 & 서비스이미지메이킹 / 백산출판사

[thesis] 이재희 / 2017 / 관광종사원의 라포형성행동이 관계의 질 및 충성도에 미치는 영향: 외래관광객을 중심으로 / 석사 / 경희대학교

[journal] 이정실 / 2005 / The Relationship Among Servicescape, Emotional Response and Behavior Intention in Hotel Restaurant / 서비스경영학회지 / 한국서비스경영학회 6(2) : 105~128

[journal] 이형주 / 2015 / The impact of tour guides' rapport-building behavior on tourist empathy and tourist citizenship behavior : Focused on Chinese group tourists visiting Korea / 관광연구저널 / 한국관광연구학회 29(7) : 5~24

[journal] 이혜련 / 2012 / The Effect of the Exhibition Servicescape on Visitors' Emotional Responses and Behavioral Intentions / 관광연구저널 / 한국관광연구학회 26(6) : 157~173

[journal] 정승훈 / 2015 / The Effects of Festival Environmental Cues on Positive Emotion, Perceived Value, Overall Satisfaction, and Behavioral Intentions : The Case of the 2014 Bangeo Festival in Jeju Island / 관광연구저널 / 한국관광연구학회 29(3) : 77~92

[journal] 조재근 / 2015 / 호텔 직원의 커뮤니케이션만족이 라포 및 조직몰입에 미치는 영향 / 관광서비스연구 13(1) : 19~39

[journal] 조태영 / 2016 / The Influence of Visitors’ Emotional Response Resulting from Crowding at the World Ginseng Expo on Adjusting Behavior: With a Particular Focus on Multi - Group Invariance Analysis / 관광학연구 / 한국관광학회 40(6) : 31~47 / http://dx.doi.org/10.17086/JTS.2016.40.6.31.47

[journal] 진흔 / 2017 / Relationships between the Communication of Service Encounter, Customers' Positive Emotions, Trust, and Brand Commitment in China Market: Focused on the Moderating Effects of Customer Participation / 인적자원개발연구 / 한국인적자원개발학회 20(4) : 247~270 / http://dx.doi.org/10.24991/KJHRD.2017.12.20.4.247

[journal] 천덕희 / 2013 / Effects of Cruisers' Experiences on Affective and Cognitive Responses: Based on Experience Economy Theory and PA Model / 관광학연구 / 한국관광학회 37(9) : 185~206

[journal] 편해수 / 2011 / The Effects of Rapport on Relational and Economical Performance in Channel Relationship; Salesperson's Viewpoint / 대한경영학회지 / 대한경영학회 24(2) : 647~659

[journal] 하동현 / 2017 / The effects of leader’s authentic leadership on member’s positive affect, hope, job engagement and innovative behaviors in flight attendant / 호텔경영학연구 / 한국호텔외식관광경영학회 26(8) : 243~262

[journal] Anderson, R. P. / 1962 / Development of and instrument for measuring rapport / Personnel and Guidance Journal 41 : 18~24

[journal] Angelis, M. D. / 2012 / On braggarts and gossips: A self-enhancement account of word-of-mouth generation and transmission / Journal of Marketing Research 49(4) : 551~563

[journal] Ashforth, B. E. / 1995 / Emotion in the workplace: A reappraisal / Human Relations 48(2) : 97~125

[journal] Bernieri, F. J. / 1996 / Dyad rapport and the accuracy of its judgment across situations:A lens model analysis / Journal of Personality and Social Psychology 71(1) : 110~129

[journal] Burke, M. C. / 1989 / The impact of feelings on ad-based affect and cognition / Journal of Marketing Research 26(1) : 69~83

[journal] Chitturi, R. / 2008 / Delight by design: The role of hedonic versus utilitarian benefits / Journal of Marketing 72(3) : 48~63

[journal] Clark, C. / 2003 / Managing prospect affiliation and rapport in real life sales encounters / Discourse Studies 5 : 5~31

[journal] Cohen, J. B. / 1991 / Affect and consumer behavior / Handbook of Consumer Behavior 4(7) : 188~240

[journal] Collier, J. E. / 2018 / Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter / Journal of Business Research 84 : 150~161

[journal] Dean, A. / 2002 / Service quality and customers' willingness to pay more for travel services / Journal of Travel & Tourism Marketing 12(2-3) : 95~110

[journal] Erevelles, S. / 1998 / The role of affect in marketing / Journal of Business Research 42(3) : 199~215

[journal] Estrada, C. A. / 1994 / Positive affect improves creative problem solving and influences reported source of practice satisfaction in physicians / Motivation and Emotion 18(4) : 285~299

[journal] Finn, A. / 2012 / Customer delight: Distinct construct or zone of nonlinear response to customer satisfaction? / Journal of Service Research 15(1) : 99~110

[journal] Forgas, J. P. / 1992 / Affect in social judgments and decisions: A multiprocess model / Advanced in Experimental Social Psychology 25 : 227~275

[journal] Gardner, M. P. / 1985 / Mood states and consumer behavior: A critical review / Journal of Consumer Research 12(3) : 281~300

[journal] Goleman, D. / 1998 / What makes a leader? / Harvard Business Review 76 : 92~102

[journal] Gracia, E. / 2011 / Positive emotions: The connection between customer quality evaluations &loyalty / Cornell Hospitality Quarterly 52(4) : 458~465

[journal] Grahe, J. E. / 1999 / The importance of nonverbal cues in judging rapport / Journal of Nonverbal Behavior 23(4) : 253~269

[journal] Gremler, D. D. / 2000 / Customer-employee rapport in service relationships / Journal of Service Research 3(1) : 82~104

[journal] Gremler, D. D. / 2008 / Rapport-building behavior used by retail employees / Journal of Retailing 84(3) : 308~324

[book] Harris, E. K. / 2012 / 고객서비스 전략 / 시그마북스

[journal] Holbrook, M. B. / 1987 / Assessing the role of emotions as mediators of consumer responses to advertising / Journal of Consumer Research 14(3) : 404~420

[journal] Hollman, W. A. / 1997 / Establishing rapport: The secret business tool to success / Managing Service Quality: An International Journal 7(4) : 194~197

[journal] Hunt, G. L. / 2002 / Building rapport with the client: There are several steps auditors can take before, during, and after the opening conference to build and maintain strong working relationships with their clients / Internal Auditor 59(2) : 20~22

[journal] LaBahn, D. W. / 1996 / Advertiser perceptions of fair compensation, confidentiality, and rapport / Journal of Advertising Research 36(2) : 28~39

[book] Mehrabian, A. / 1974 / An approach to environmental psychology / MIT Press

[journal] Menon, S. / 2002 / Cross-category effects of induced arousal and pleasure on the Internet shopping experience / Journal of Retailing 78(1) : 31~40

[book] Monroe, K. B. / 1990 / Pricing-making profitable decisions / McGraw Hill

[journal] Morrison, M. / 2011 / In-store music and aroma influences on shopper behavior and satisfaction / Journal of Business Research 64(6) : 558~564

[journal] Oliver, R. L. / 1997 / Customer delight: Foundations, findings, and managerial insight / Journal of Retailing 73(2) : 311~336

[journal] Palmatier, R. W. / 2007 / Use of relationship marketing programs in building customer–salesperson and customer–firm relationships:Differential influences on financial outcomes / International Journal of Research in Marketing 24(3) : 210~223

[book] Reilly, R. T. / 1982 / Handbook of professional tour management / Merton House Publishing Co

[journal] Sirdeshmukh, D. / 2002 / Consumer trust, value, and loyalty in relational exchanges / Journal of Marketing 66(1) : 15~37

[journal] Sommers M. S. / 1989 / The role of non-verbal communication in service provision and representation / The Service Industries Journal 9(4) : 162~173

[journal] Verma, H. V. / 2003 / Customer outrage and delight / Journal of Services Research 3(1) : 119~133

[journal] Watson, D. / 1985 / Toward a consensual structure of mood / Psychological Bulletin 98(2) : 219~

[journal] Watson, D. / 1988 / Development and validation of brief measures of positive and negative affect:The PANAS scales / Journal of Personality and Social Psychology 54(6) : 1063~1070

[journal] Westbrook, R. A. / 1987 / Product/consumptionbased affective responses and postpurchase processes / Journal of Marketing Research 24(3) : 258~270

[journal] Wirtz, J. / 2004 / Consumer responses to compensation, speed of recovery and apology after a service failure / International Journal of Industry Management 15 : 150~166

[confproc] Zhao, R. / 2014 / Towards a dyadic computational model of rapport management for human-virtual agent interaction / International Conference on Intelligent Virtual Agents / Springer : 514~527