연구동향 분석
박사

고객불평처리 프로세스의 효과성 분석 : 인과효과와 조절효과를 중심으로

백종득 2004년

논문상세정보
    • 저자 백종득
    • 형태사항 vi, 111 p.: 26 cm: 삽도
    • 학위논문사항 2004.2, 학위논문(박사)-, 경희대학교 대학원, 경영학과
    • 발행지 서울
    • 언어 kor
    • 출판년 2004
    • 발행사항 경희대학교 대학원
    유사주제 논문( 0)
인용/피인용

' 고객불평처리 프로세스의 효과성 분석 : 인과효과와 조절효과를 중심으로' 의 참고문헌

  • 인과분석을 위한 연구방법론
    강병서 [2002]
  • 시장지향성과성과: 사원만족, 고객만족 및 기업이미지의 매개적 역할
    김영 이용기 이학식 시장지향성과 성과: 사원만족 [1998]
  • 소비자 만족 형성과정에 대한 연구
    김규동 [1996]
  • 서비스마케팅
    이유재 [2013]
  • 사회과학 조사방법론
    채서일 사회과학 조사방법론 [1990]
  • 고객불평처리핸드북
  • the Effect of InterpersonalEquity and Satisfaction in Transaction: A Field Survey Approach
  • Zero Defection: Quality Comes to Services
  • Why Satisfied Customer Defect
  • Value- Perception Disparity: AnAlternative to the Disconfirmation of Expectations theory of ConsumerSatisfaction
    M.D.Reilly Westbrook Value-Perception Disparity:An Alternative to the Disconfirmation of Expectations theory ofConsumer Satisfaction [1983]
  • Turning Lost Customer into Gold
    Cannie [1994]
  • Tracking Service Failuresand Employee Recovery Efforts
  • Toward an IntegratedConceptual Model of Consumer Complaining Behaviour
  • Toward a Theory of Consumer Complaining Behavior
  • The service encounter: Diagnosing favorable and unfavorable incidents
  • The perceived fairness of selection systems: An organizational justice perspective
    황혜신 [1993]
  • The effects of distributive, procedural and interactional justice on postcomplaint behavior
    Blodgett Hill Tax The Effects ofDistributive [1997]
  • The Profitable Art of Service Recovery
    [1990]
  • The Interdependence of Theory, Methodology andEmpirical Data: Causal Modeling as an Approach to ConstructValidation
    Bentler The Interdependence of Theory [1978]
  • The Hidden Agenda of Consumer Complaining
  • The Effect of Customers'Emotional Responses to Service Failure on Their Recovery EffortEvaluations and Satisfaction Judgements
  • The Direction of Customer ComplaintResearch
    Landon [1980]
  • The Determinants ofSatisfaction for a High Involvement Product: Three RivalHypotheses and Their Implication in the Healthcare Context
  • The American Customer Satisfaction Index: Nature, Purposeand Findings
    G. The American CustomerSatisfaction Index: Nature [1996]
  • Thank Heaven for Complainers
    Harari [1992]
  • Service recovery: Doing it right the second time
  • Service consumption criticality infailure recovery
    Webster [1998]
  • Service Recovery: Impact on Satisfaction and Intentions
  • Service Recovery Attributions andword-of mouth Intentions
  • Service Quality: The Six Criteria of Good Perceived Service Quality
    Gr?nroos [1988]
  • Service Problem andRecovery Strategy: An Exploratory Investigation in HospitalitySector
  • Service Problem and Recovery Strategies: An Experiment
  • Service Management
    Norman [1984]
  • Service Failure and Recovery: Impact, Attitudesand Process
    Johnston Service Failure and Recovery: Impact [1995]
  • Service Failure RecoveryEffort s in Restaurant Dining
  • Satisfaction:a BehavioralPerspective on theConsumer
    Richard Satisfaction: A Behavioral Perspective on the Consumer [1997]
  • Response determinants in satisfaction judgments
    Oliver W.S.DeSarbo Response Determinants in Satisfaction Judgments [1988]
  • Research perspectives on consumer complaining behavior
    Day [1980]
  • Product SatisfactionExplained by Satisfaction and Complaint Regarding ProductCharacteristics
  • Product Dissatisfaction: A Review andClitique
    Richins [1980]
  • Process ing of the Satisfaction Res ponse in Consumption: ASuggested Framewor k and Research Propositions
    Oliver Processing of the Satisfaction Response inConsumption: A Suggested Framework and Research Propositions [1989]
  • Organizational justice: Yesterday, today, and tomorrow
    윤정주 Organizational Justice: Yesterday [1990]
  • Negative Word-of-Mouth by DissatisfiedConsumers:A PilotStudy
    Richins [1983]
  • Multivariate Data Analysis with Reading
  • Models of Customer Satisfaction Formation:An Extention
  • Modeling Choice Among Alternatives Responses to Dissatisfaction
    Day R.L [1984]
  • Marketing Management
    Zaltman [1987]
  • Market Orientation: The Construct, Research Propositions and Managerial Implications
    B.J.Jaworski Kohli Market Orientation: The Construct [1990]
  • LISREL 8: User’s reference guide
  • Internal Service Recovery: Developing a New Contruct
  • Interaction effects in multiple regression
  • Happy and Mindless, But Sadand Smart The Impact of Affective States on AnalyticReasoning
    Herbert Bless Schwarz Happy and Mindless [1991]
  • Evaluating Service Encounters: the Effects ofPhysical Surroundings and Employee Responses
    Bitner,M.J. Evaluating Service Encounters: The Effects ofPhysical Surroundings and Employee Responses [1990]
  • Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
    Richard L.Oliver Equity and DisconfirmationPerceptions as Influences on Merchant and Product Satisfaction [1989]
  • Emotional Value: 숨겨진 힘감성
    Barlow [2002]
  • Effects ofWord-Of-Mouth and Product Attribute Information on Persuasion;An Accessibility and Diagnosticity Perspective
    Herr Kim [1991]
  • Dissatisfaction Attribution andCustomer Complaint Behavior
    Krishnan S [1979]
  • Delivering quality service : balancing customer perceptions and expectations
  • Customer switching behavior in service industries:Anexploratory study
    Keaveney, S.M. Customer Switching Behavior in ServiceIndustries: An Exploratory Study [1995]
  • Customer Evaluations of Service Complaint Experiences :Implications for Relationship Marketing
    Tax Customer Evaluations of Service Complaint Experiences:Implications for Relationship Marketing [1998]
  • Customer Complaints HandlingSystem: Key Issues and Concerns
    Lam [1999]
  • Convergent and discriminant validation by the multitrait- multimethod matrix
    Campbell, D. T. Convergent and discriminantvalidation by the multitrait-multimethod matrix [1959]
  • ConsumerPerceptionsofInterpersonalEquityandSatisfactioninTransactions:A FieldSurveyApproach
    Swan [1989]
  • Consumer trade-offs and the evaluation of services
  • Consumer Responses toDissatisfaction with Durable Products
  • Consumer Perceptions of Price,Quality,andValue:a Means-End Modeland Synthesis ofEvidence
    Zithaml Consumer Perceptions of Price [1988]
  • Consumer Complaint Intentions andBehavior: Definition and Taxonomical Issues
    Singh Consumer Complaint Intentions and Behavior:Definition and Taxonomical Issues [1988]
  • Complaining customers, servicerecovery and continuous improvement
    Garvin Eccles Complaining customers [1998]
  • Communication and Control Process in the Delivery of Service Quality
    A.Parasuraman Zeithaml Communication and Control Process in theDelivery of Service Quality [1988]
  • Assessing the dimensionality and structure of consumption experience: evaluation, feeling, and satisfaction
    Mano Oliver Assessing the Dimensionalityand Structure of Consumption Experience: Evaluation [1993]
  • Applied Multiple Regression/Correlation Analysis for the Behavioral Science
    Cohen, J. [1983]
  • Antecedents to Satisfaction with Service Recovery
  • An experimental study of service recovery options
  • An Investigation of Interrelationship BetweenConsumer (Dis)Satisfaction and Complaint Reports
    Oliver [1987]
  • An Attributional Theory of AchievementMotivation and Emotion
    Weiner An attributional theory of achievement motivation andemotion [1985]
  • A model of customersatisfaction with service encounters involving failure and recovery
  • A conceptual model of service quality and its implication for future research
    [1985]
  • A cognitive model of the antecedents and consequences of satisfaction decisions
    OliverR.L [1980]
  • A TypologyofRetailFailuresandRecoveries
  • A Social Cognition Model ofConsumer Satisfaction/Diss atis faction: An Experiment
    Sirgy A Social Cognition Model of ConsumerSatisfaction/Dissatisfaction: An Experiment [1984]
  • A Service Quality Model and Its Marketing Implications
    Gr?nroos [1984]
  • A Multistage Model ofCustomers' Assessments of Service Quality and Value
    R.N.Bolton A Multistage Model ofCustomers' Assessments of Service Quality and Value [1991]
  • A Complaint is a Gift: 불평하는 고객이 초일류를 만든다