당신의 고객들은 종업원의 진심을 알고 있을까?: 서비스실패회복 상황에서 서비스 공정성의 영향과 서비스 진정성의 매개효과에 관한 연구

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참고문헌 (81)

1. 김문섭, "상담서비스 품질차원과 소비자 태도의 관계: 지각된 위험과 관여도의 조절효과", 소비문화연구, 18(3), pp.181~197 (2015), 한국소비문화학회
2. 김미정, "서비스회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로", 마케팅연구, 28(3), pp.151~176 (2013), 한국마케팅학회
3. 김상희, "서비스회복은 고객의 머리로 이루어지는가? 가슴으로 이루어지는가?: 공정성 vs 진정성의 상대적 영향력 비교", 경영학연구, 43(1), pp.1~39 (2014), 한국경영학회
4. 김상희, "고객은 진실로 서비스실패기업을 용서하였는가?: 기업회복노력의 진정성과 고객의 용서과정", 경영학연구, 39(3), pp.665~706 (2010), 한국경영학회
5. 김승시, "패밀리 룩을 통한 제품 실체성 지각과 브랜드 태도에 관한 연구", 소비문화연구, 18(3), pp.223~248 (2015), 한국소비문화학회
6. 성형석, "고객의 자기조절성향이 서비스 실패에 따른 부정적 감정과 고객반응에 미치는 영향 -귀인과정에 따른 조정적 역할을 중심으로-", 아시아마케팅저널, 12(2), pp.83~110 (2010), 한국마케팅학회
7. 이준재, "호텔레스토랑 서비스회복 공정성지각이 고객감정과 행동의도의 영향관계 연구", 외식경영연구, 13(1), pp.129~150 (2010), 한국외식경영학회
8. 이유재, "서비스 공정성이 고객불량행동에 미치는 영향에 관한 연구: 부정적 감정과 고객몰입의 매개효과", 마케팅연구, 19(4), pp.185~210 (2004), 한국마케팅학회
9. 전수현, "전자상거래 환경하에서 서비스 실패 회복 노력의 공정성과 진정성이 회복만족에 미치는 영향: 관여도의 조절효과를 중심으로", 지식경영연구, 16(1), pp.71~93 (2015), 한국지식경영학회[DOI]
10. 지희진, "서비스 회복 과정에서 종업원 진정성의 역할에 관한 연구", 한국산학기술학회논문지, 14(11), pp.5541~5548 (2013), 한국산학기술학회[DOI]
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