서비스실패의 심각성이 회복과정과 고객관계에 미치는 영향 : 감정의 매개역할을 중심으로

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참고문헌 (62)

1. 고선희, "서비스회복 공정성지각, 고객의 감정반응 및 회복만족 간의 구조적 관계 : 항공사 불평고객을 대상으로", 한국콘텐츠학회 논문지, 11(5), pp.413~423 (2011), 한국콘텐츠학회
2. 김홍범, "호텔 식음료 서비스의 실패가 서비스회복에 미치는 영향: 공정성 지각과 감정반응의 매개효과를 중심으로", 호텔경영학연구, 20(1), pp.49~67 (2011), 한국호텔외식관광경영학회
3. 박성규, "중국소비자들의 공정성 차원 간 상호관련성에 관한 연구", 국제지역연구, 15(2), pp.225~245 (2011), 국제지역학회
4. 박영아, "전사적 품질경영(TQM)이 의료서비스 내부고객의 만족도, 외부고객의 충성도에 미치는 영향", 마케팅논집(Journal of Marketing Studies), 23(2), pp.113~134 (2015), 한국전략마케팅학회
5. 박종무, "서비스회복의 공정성과 진정성이 회복만족, 고객신뢰 및 재이용의도에 미치는 영향", 마케팅논집(Journal of Marketing Studies), 21(3), pp.59~78 (2013), 한국전략마케팅학회
6. 이용재, "서비스 실패와 회복만족이 관계결속, 구전의도, 전환의도에 미치는 영향: 국내 대형 마트를 중심으로", 마케팅논집(Journal of Marketing Studies), 20(2), pp.29~51 (2012), 한국전략마케팅학회[DOI]
7. 이재훈, "통신서비스의 소비가치가 신뢰, 감정, 충성도에 미치는 영향 : 와이브로 서비스를 중심으로", 사회과학연구, 35(3), pp.165~186 (2009), 사회과학연구원[DOI]
8. 이채은, "특급호텔 레스토랑 고객의 브랜드 이미지, 소비감정, 호텔 신뢰, 고객충성도 간의 구조관계 분석- 호텔 SNS 이용 여부에 대한 비교를 중심으로 -", 외식경영연구, 17(4), pp.169~188 (2014), 한국외식경영학회
9. 조주은, "서비스 실패의 심각성·통제성이 회복공정성, 서비스 가치 및 충성도에 미치는 영향", 관광연구, 28(2), pp.287~303 (2013), 대한관광경영학회
10. 지희진, "골프 연습장 서비스 실패 상황과 고객 회복 만족의 관계 연구", 골프연구, 9(3), pp.109~116 (2015), 한국골프학회
11. 최성환, "서비스 공정성이 고객 감정, 고객 만족도 및 고객 시민행동과 고객 불량행동에 미치는 영향 연구 - 패밀리 레스토랑을 중심으로 -", 관광연구, 28(6), pp.83~111 (2014), 대한관광경영학회
12. 최철수, "여행서비스 실패의 심각성과 고객감정반응, 서비스회복 공정성 및 결과와의 영향관계", 관광경영연구, 14(2), pp.245~267 (2010), 관광경영학회
13. KB금융지주 경영연구소, "KB 지식 비타민: 온라인 사업자의 성장과 글로벌화", ~ (2017)
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