'
공정성 지각을 통한 항공사 서비스 실패의 회복 후 만족과 전환의도에 관한 연구' 의 주제별 논문영향력
| 주제 |
|
|
|---|---|---|
| 동일주제 총논문수 | 논문피인용 총횟수 | 주제별 논문영향력의 평균 |
| 629 | 20 |
0.1% |
주제별 논문영향력
' 공정성 지각을 통한 항공사 서비스 실패의 회복 후 만족과 전환의도에 관한 연구' 의 참고문헌
-
박사
-
항공운송서비스의 구성요소대한항공 신입전문훈련 실무교재 [1999]
-
항공서비스 이용승객의 불만요인에 관한 연구김영주 [2006]
-
항공사 선택행동과 경영성과의 결정요인에 관한 연구[1996]
-
박사
-
항공사 서비스 회복을 통한 고객관계유지 및 성과에 관한연구
-
항공사 서비스 품질이 고객만족과 충성도에 미치는 영향항공사 서비스 품질이 고객만족과 충성도에 미치는 영향 [2006]
-
항공 서비스 불만 요인 통계자료대한항공 [2004]
-
한국관광호텔경영에 관한 연구서태양 [1994]
-
인터넷 쇼핑몰에서 재구매 의도에 영향을 미치는 요인정인근 [2002]
-
의료서비스에 관한 소비자만족과 소비자불만호소
-
외식업체의 서비스 회복시스템을 통한 관계마케팅 전략수립
-
외식소비자 불만족의 서비스회복에 관한연구진양호 [2004]
-
실패된 서비스 회복만족간의 관계연구-지각된 공정성을 중심으로이수원 [1999]
-
박사
-
소비자 상담 프로세스 특성이 상담 공정성과 이용 만족도에미치는 영향
-
소비자 불만족 반응에 관한 연구강정구 [1997]
-
박사
-
서비스 회복을 통한 신뢰와 결속에 관한 연구 -항공서비스의 공정성 이론을 중심으로최선이 [2006]
-
서비스 마케팅에 관한 고찰이민우 [2000]
-
사회 과학의 메타 분석 방법론이지훈 [1993]
-
박사
-
공변량 구조 분석
-
Voice, Exit and Negative Word-of Mouth Behavior: an Investigation Across Three Service Categories
-
Value Strategy Rather Than Quality Strategy: A case of Business-to-Business Professional ServicesJ.C.Chebat Lapierre [1999]
-
Understanding and InfluencingConsumer Complaint Behavior: Improving Organizational ComplaintManagementDividow Peter A.Dacin [1997]
-
Turning Disappointment into Customer DelightBell [1994]
-
Tracking Service Failuresand Employee Recovery EffortsK.D.Hoffman M.Rotalsky [1995]
-
Toward a Formal Theory of Marketing ExchangeBagozzi [1995]
-
Toward An Integrated Conceptual Model of Customer Complaining BehaviorBlodgett J Granbois [1992]
-
Thriving on Chaos
-
The role of dependence balancing in safeguarding transaction- specific assets in conventional channelGeorge John Heide [1988]
-
The nature and determinants of customer expectation of serviceA.Parasuraman Leonard L.Berry Zeithmal [1993]
-
The measurement and antecedents of affective,continuance and normative commitment to the organization
-
The Theory of Planned Behaviour
-
The Sources, Meaning, and Validityof Consumer Complaint Behavior: A Psychological AnalysisJ.L.Jaccard Jacoby [1981]
-
The Recovery Paradox: A Conceptual Model and Empirical Investigation of Customer Satisfaction and Service Quality Attitudes after Service Failure and RecoveryMcCollough [1995]
-
The Effect of Distributive Justice, Procedural Justice, and Interactional Justice on Post Complaint Behavior
-
The Domain and Conceptual Foundation of Relationship MarketingParvatiyar Sheth [2000]
-
The Direction of consumer Complaint ResearchLondon [1980]
-
Switching Barriers and Re-purchase Intentions ServiceBeauty Jones Mothersbaugh [2000]
-
Social Behavior: It's Elemental Forms
-
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
-
Servicerecovery in commercialrealestate managementHarmon K.M.McKenna-Harmon L.C Lundeen [1995]
-
Service quality and customer loyalty in the commercial airline industryG.Gordon Ostrowski T.O'Brien [1993]
-
Service Recovery: Its Value and Limitations as a Retail Strategy
-
Service Recovery: Impact on Satisfaction and IntentionsGilbert D.Harrell Robert D.Mackoy Spreng Service Recovery: Impact on Satisfaction and Intentions [1995]
-
Service Recovery: A Framework and Empirical Investigation
-
Service Recovery Strategies forSingle and Double Deviation ScenariosJohnston [1999]
-
Service Quality: The Six Criteria of Good Perceived Service Quality
-
Service Quality : AStudy of Quality Dimensions
-
Service Failure and Service Recovery: Impact on New Customer RelationshipsService Failure and Service Recovery: Impact on New Customer Relationships [1997]
-
Service Failure and Recovery: Impact, Attitudesand Process
-
Service Breakthrough: Changing the rules of the GameC.W.L.Hart Heskett [1990]
-
Satisfaction:a BehavioralPerspective on theConsumer
-
Response determinants in satisfaction judgementsOliver W.S.Desarbon [1988]
-
Resources Theory of SocialExchange
-
Research Perceptive On Consumer Complaining BehaviorDay [1980]
-
Relationship approach to marketing in service context: Themarketing and organizational behavior interfaceGroroos.C [1990]
-
Recovering and learning fromservice failureStephen Brown Tax [1998]
-
Problems and Strategies in Service marketingBerry Leonard L Parasuraman Zeithml V.A [1985]
-
Principle of MarketingGary Armstrong Philip Kotler [1991]
-
Personal Values and Purchase Dissatisfaction ResponseRogers.J.C Ross Williams [1992]
-
Perceived Justice Needs and Recovery Evaluation : A Contingency Approach EuropeanHoffman Kelley.S.W Rotalsky [2000]
-
Organizational justice: Yesterday, today, and tomorrow
-
On Great Service; Comparing for ActionBerry [1995]
-
New Directions in Equity ResearchWalster.G.W [1976]
-
Negative Word-of-Mouth by Dissatisfied Consumer, A Pilot Study
-
MultisourceEffectsontheSatisfactionFormationProcessHalstead Diane Sandra L.Schmidt [1994]
-
Modeling Choices among Alternative Response toDissatisfaction
-
Mental Accounting and Consumer Choice
-
Measuring service quality: A reexamination and extensionCronin Jr. J. J. Cronin, J. J. Cronin, J. J. Jr. Cronin,J. Joseph Measuring Service Quality: A Reexamination and Extension [1992]
-
Measurement and Evaluating of SatisfactionProcessinRetailSetting
-
Marketing for hospitality and Tourism 2nd edKotler.P.Bowen J Makens J [1999]
-
Managing Service Failure through RecoverySparks [2001]
-
Interorganizational Exchange Behavior in Marketing Channels: A Broadened Perspective
-
Intensity of Dissatisfaction and Consumer Complaint BehaviorPrakash [1991]
-
Inequity in Social ExchangeAdams [1965]
-
Frequent Flyer Programs : Passenger Attribute and AttitudesToh [1988]
-
Exploring Consumer Complaining Behavior: A Model and Some Empirical ResultsGronhaug [1977]
-
Exchange and Power in Networks of Interorganizational RelationsGook [1997]
-
Evaluating Service Encounters: The Effects and PhysicalSurroundings and Employee ResponsesBitner Evaluating Service Encounters: The Effects and Physical Surroundings and Employee Responses [1990]
-
Establishing a Measure of Airline Preference for Business and Nonbusiness TravelersEthrington [1984]
-
EncounterSatisfactionVersusOverallSatisfactionVersusQuality
-
Effects of Sampling Error and Model Misspecification on Goodness-of fit Indices for Structural Education Models, 항공사 포지셔닝 차별화에 따른 고객의 스키마 처리과정에 관한 연구Silvia Effects of Sampling Error and Model Misspecification on Goodness-of fit Indices for Structural Education Models [1998]
-
Effect of Resource Class on Retailation to Injustice in Interpersonal ExchangeDonnenthwerth Foa [1974]
-
Distributive JusticeRawls [1973]
-
Determinants of Service Quality in Commercial Airlines Industry: Differences Between Business and Leisure TravelersGordon O'Brien.T.V Ostrowski [1994]
-
Defensive Marketing Strategy by CustomerComplaint Management: a Theoretical AnalysisFornell Wernerfelt Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis [1987]
-
Customer switching behavior in service industries:Anexploratory study
-
Customer Relationship Management: New Ways of Keeping the Customer SatisfiedBodenberg [2001]
-
Customer Perception of Corporate Response to Product Complaints : The Role ExplanationsConlon D.E Murry [1996]
-
Customer Evaluation of Service Complaint Experience : Implication for Relationship MarketingBrown.W Chandrashekaran Tax [1998]
-
Current Trends in Airline AutomationPremo [1987]
-
Consumer Reaction to Product Failure : An Attributional Approach
-
Consumer Decision Making Following A Failed Service Encounter: A Pilot StudyTax rashekaran [1992]
-
Consumer Behavior, 2nd ed
-
Complaints as OpportunityPlymire [1991]
-
Complaint BehaviorBuckley Morganosky [1987]
-
CommitmentandSatisfactioninRomanticAssociations:A testofthe InvestmentModel
-
Breaking the Cycle of Failure in ServicesJ.L.Heskett Schlesinger [1991]
-
Breaking Free From Product Marketing
-
Antecedents of Satisfaction in a Marketing ChannelPing [2003]
-
An Investment into the Relationship of Justice and Customer Satisfaction with ServicesClemmer [1993]
-
An Investigation into the Determinants of Customer Satisfaction
-
An Assesment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Customer's Purchase IntentionsBaker Taylor.S.A [1994]
-
A social exchange view on the dissolution of pairrelationships
-
A national customer satisfaction barometer:The Swedish experience.
-
A Typological of Consumer Dissatisfaction Response StylesSingh [1990]
-
A Service Quality Model and Its Marketing Implication
-
A Resource Exchange TheoryAnalysis of Consumer BehaviorDavidow [1998]
-
A Reexaminiation of the Determinants of Consumer SatisfactionSparks [1994]
-
A Modelofconsumersatisfactionwithserviceencounters involving failure and recoveryR.N.Wagner Smith.A.K [1999]
-
A Comprehensive Framework for Service Quality : AnInvestigation of Critical Conceptual and Measurement IssuesThrough a Longitudinal StudyDavid I.Therpe Dobholkar Stepherd C [2000]
-
A Comparison of Enduring and Instrumental Product/Service Importance: The Case of the Airline TravellerBruning [1989]