연구동향 분석
박사

항공사 서비스 회복 연구

양미 2007년

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' 항공사 서비스 회복 연구' 의 주제별 논문영향력
논문영향력 선정 방법
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주제
  • 서비스 회복
  • 항공사
동일주제 총논문수 논문피인용 총횟수 주제별 논문영향력의 평균
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' 항공사 서비스 회복 연구' 의 참고문헌

  • 박사
    호텔레스토랑의 관계혜택이 고객 충성도에 미치는 영향
    안우규 「마케팅 과학연구」 [2003]
  • 박사
    호텔 서비스 회복 공정성이 구전과 구매의도에 미치는 영향
    정삼술 박사학위 논문 [2004]
  • 박사
    호텔 서비스 실패에 대한 회복 공정성과 그 효과
    유은나 세종대학교 대학원 박사 학위 논문 [2002]
  • 호텔 및 레스토랑 산업에 있어 서비스 실패의 심각성과 회복 만족간의 관계연구
    서인덕 이수원 대한경영학회지 제 30호 [2001]
  • 항공사 서비스실패 및 회복 노력이 서비스 접점의 고객만족에 미치는 영향
  • 항공사 서비스 실패와 회복이 고객만족에 미치는 영향
    장태선 [2003]
  • 패스트푸드점에서 대학생들의 행동의도에 미치는 음식서비스 불평처리의 영향 평가
    강종헌 정항진 한국조리과학회지 [2003]
  • 패밀리 레스토랑 이용객의 재방문의도 결정요인
    김성혁 김태구 이재형 패밀리레스토랑 이용객의 재방문의도 결정요인 [2003]
  • 외식업의 서비스 실패에 대한 회복 고객의 감정반응 및 구매의도에 미치는 영향
    김영화( Young Hwa Kim) 이형룡( Hyung Ryong Lee) 호텔경영학연구 제 14권 [2005]
  • 스포츠 센터 소비자의 고객 충성도에 영향을 미치는 요인에 관한 연구(서비스 품질과 서비스 가치를 중심으로)
    정의권 조현철 최영진 스포츠 센터 소비자의 고객 충성도에 영향을 미치는 요인에 관한 연구 (서비스 품질과 서비스 가치를 중심으로) [2002]
  • 소비자 행동의 이해
    홍성태 [1992]
  • 서비스회복과 고객반응 연구
    이선희 전 주형 여행학회지 [2001]
  • 서비스실패와 회복에 관한 연구
    정현영 하대용 산업경영연구 제 23권 [2000]
  • 서비스복구 형태가 고객관계에 미치는 영향:음식점을 대상으로 한 CIT 접근
    윤성욱 황경미 서비스 복구 형태가 고객관계에 미치는 영향: 음식점을 대상으로 한 CIT 접근 [2004]
  • 서비스 회복과정의 지각된 공정성이 점포애호도에 미치는 영향에 관한 연구: 백화점을 중심으로
    [2004]
  • 박사
    서비스 회복 패러독스의 조절변수에 관한 연구
    원유석 경기대학교 박사학위논문 [2005]
  • 서비스 실패의 통제성과 회복 만족간의 관계 연구
  • 서비스 실패유형에 따른 회복 공정성 지각이 고객의 감정 반응
    김영화 [2004]
  • 서비스 실패 유형에 따른 소비자 서비스 평가 차이에 관한 연구
  • 서비스 마케팅,3판
    이유재 서비스 마케팅(3판) [2004]
  • 박사
    서비스 구전 측정에 관한 연구
    崔鐵在 서비스 구전측정에 관한 연구 [2002]
  • 서비스 공정성회복과 만족의 관계에서 조절변수의 효과
    이종환 [2005]
  • 고객재구매의도 결정요인에 관한 연구: 고객가치, 고객만족, 전환비용
    김상호 오상현 고객재구매의도 결정요인에 관한 연구: 고객가치 [2002]
  • 고객 불만족이 매출액에 미치는 영향에 관한 연구
    나정기 [2006]
  • 감성지능이 서비스 품질에 미치는 영향
  • Why don't some people complain? a cognitive-emotive process model of consumer complaint behaviour
  • Why Satisfied Customers Defect
    Jones,T.O. Why Satisfied Customers Defect [1995]
  • Voice, Exit and Negative Word-of Mouth Behavior: an Investigation Across Three Service Categories
    Singh Voice [1990]
  • Understanding ConsumerDelight and Outrage
  • Uncertainty Reduction: A Rational for the Proliferation of Interorganizational Relationships
    Dant Wilson Uncertainty Reduction: A Rational for the Proliferation of Inter organizational Relationships [1990]
  • Tracking Service Failuresand Employee Recovery Efforts
  • TheAntecedentsofBrandSwitching,BrandLoyaltyandVerbalResponsestoServiceFailure
    Dube M.F.Maute The Antecedents of Brand Switching [1996]
  • The service encounter: Diagnosing favorable and unfavorable incidents
  • The role of dependence balancing in safeguarding transaction- specific assets in conventional channel
  • The nature and Determinants of Customer Expectations of Service
  • The Word of Mouth: Indirect Effects of Marketing Efforts
    Bayus [1985]
  • The Usefulness of Selected Variables for Predicting Activity Loyalty
    Backman J.L.Crompton The Usefulness of Selected Variables for Predicting Activity Loyalty [1991]
  • The Social psychology of groups
    Thibaut, John W The Social Psychology of Groups [1959]
  • The Profitable Art of Service Recovery
    [1990]
  • The Loyalty Ripple Effect:Appreciating the Full Value of Customers
  • The Loyal Traveler: Examining a Typology of Science Patronage
  • The Impactof Perceived Justice on Customer Satisfaction and Intention toComplain in a Service Recovery
  • The Empowerment of Service Workers:What,Why,How and When
    한미영 The empowerment of service workers: what [1992]
  • The Effects of Perceived Justice on Complaints: Repatronage Intentions and Negative Word-of Mouth Behavior
    Blodgett [1994]
  • The Effectiveness ofService Recovery in aMulti-Industry Setting
    Mattila The Effectiveness of Service Recovery in a Multi-industry Setting [2001]
  • Switching Barriers and Re-purchase Intentions Service
  • Social Exchange View ontheDissolutionofPairRelationships,In Social Exchange in Developing Relationships, Robert L., Burgess,& Ted L. Huston
    Levinger Social Exchange View ontheDissolutionofPairRelationships [1979]
  • ServiceRecovery
    Zemke [1994]
  • Service recovery: Doing it right the second time
    Chip Bell Zemke Service Recovery: Doing It Right the Second Time [1990]
  • Service failure and recovery: the impact of relationship factors on customer satisfaction
    Ganesan Hess Klein Service failure and recovery: the impact of relationship factors on customer satisfaction [2003]
  • Service failure and loyalty: an exploratory empirical study of airline customers
    Bejou Palmer Service Failure and Loyalty: an Exploratory Empirical Study of Airline Customers [1997]
  • Service breakdown: The road to recovery
    Bell Zemke [1987]
  • Service Recovery: A Framework and Empirical Investigation
    C.W.Craighead K.R.Karwan Miller Service Recovery: a Framework and Empirical Investigation [2000]
  • Service Recovery's Influence on ConsumerSatisfaction,Positive Word-of-Mouth,and Purchase Intentions
    Maxham Service Recovery's Influence on Consumer Satisfaction [2001]
  • Service Recovery in Health Services Organization
  • Service Recovery Attributions andword-of mouth Intentions
    S.W.Kelley Swanson Service Recovery Attributions and Word-of-Mouth Intentions [2001]
  • Service Quality: The Six Criteria of Good Perceived Service Quality
    Gr?nroos [1988]
  • Service Failure & Recovery: Impact on New Customer Relationship, Unpublished Doctorial Dissertation
    Weun Service Failure & Recovery: Impact on New Customer Relationship [1997]
  • Self-Serving Biases in the Attribution of Causality: Fact or Fiction?
    Miller Ross [1975]
  • Selected Determinants of Consumer Satisfaction and Complaint Report
  • Script-based evaluation of satisfaction with services
  • Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice
    Weun Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice [1997]
  • Post-Purchase Consumer Process and the Complaining Consumer
  • Person Perception
  • Organizational justice: Yesterday, today, and tomorrow
    윤정주 Organizational Justice: Yesterday [1990]
  • On the Great Service: A framework for Action
    Berry [1995]
  • My employees are my service guarantee
    Firnstahl My Employees are My Service Guarantee [1989]
  • Marketing services : competing through quality
    Berry, Leonard L. Marketing Services: Competing through Quality [1991]
  • Managing Word-Of-Mouth Communications
    Haywood Managing Word-of-Mouth Communications [1989]
  • Longitudinal Test of the Investment Model: The Impact on Job Satisfaction, Job Commitment, and Turnover Variation in Rewards, Cost, Alternatives and Investment
    Farrell Rusbult Longitudinal Test of the Investment Model: The Impact on Job Satisfaction [1983]
  • LISREL 구조방정식모델
    배병렬 Lisrel 구조방정식모델 [2006]
  • Interpersonal Aspects of Procedural Justice: A new Perspectives on Pay Fairness
  • Internal Service Recovery:Developing a New Construct
    Bowen Johnston Internal Service Recovery: Developing a New Construct [1998]
  • Interactional Fairness Judgements: The Influence of Casual Accounts
  • Inter-organizational Exchange Behaviors in Marketing Channels: A Broadened Perspective
    Frazier [1983]
  • Inequality in Social Exchange
    Adams [1965]
  • Increasing Customer Satisfaction Through Corporate Handling", Detroit
    TARP Increasing Customer Satisfaction Through Corporate Handling [1987]
  • Exchange and Power in Networks of Interorganizational Relations
    Gook Exchange and Power in Networks of Inter organizational Relations [1997]
  • Evaluating Service Encounters: the Effects ofPhysical Surroundings and Employee Responses
    Bitner,M.J. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses [1990]
  • Egocentric Biases in Availability and Attribution
    Ross Sicoly [1979]
  • Effect of procedural and distributive justice on reactions to pay raise decision
    Foler [1989]
  • Customer-serviceperceptionsandreality
    Beker [1990]
  • Customer switching behaviour in service industries: an exploratory study
    Keaveney [1995]
  • Customer Loyalty: Toward an Integrated Conceptual Framework
    Dick,A.S. Customer Loyalty: Toward an Integrated Conceptual Framework [1994]
  • Customer Evaluations of Service Complaint Experiences :Implications for Relationship Marketing
    Tax [1998]
  • Consumer perceptions ofInterpersonal Equity and Satisfaction in Transaction: A FieldSurveyApproach
    John E.S Richard Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach [1989]
  • Consumer Responses To Service Failures: Influence of Procedural And Interactional Fairness Perception
    Goodwin Ross Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perception [1992]
  • Consumer Response to Dissatisfaction in loose Monopolies. Journal of Consumer Research
    Anderson [1985]
  • Consumer Reactions to Product failure : AnAttributional Approach
    V.S.Folkes [1984]
  • Consumer Evaluation of Responses to Complaints: What's Fair and Why
    Goodwin Consumer Evaluation of Responses to Complaints: What's Fair and Why [1990]
  • Consumer Complaining and Word-of-Mouth Activities: Field Evidence
    Brown [1989]
  • Complaint management profitability: what do managers know?
    Strauss [2004]
  • Competitive and procedural determinants of delight and disappointment on customer complaint outcome
    Estelami [2000]
  • Compatibility: Effect in Evaluations of Satisfaction and Loyalty
    Auth [2005]
  • CommitmentandSatisfactioninRomanticAssociations:A testofthe InvestmentModel
    Rusbult Commitment and Satisfaction in Romantic Associations : A Test of the Investment Model [1980]
  • Breaking the Cycleof Failure in Service
    Schlesinger [1991]
  • Antecedents of Satisfaction in a Marketing Channel
    Ping [2003]
  • Angry customer don't come back, they get back: the experience and behaviour implications of anger and dissatisfaction in services
    Bougie Zeelenberg Angry customer don't come back [2003]
  • An examination of the effects of motivationand satisfaction on destination loyalty: A structural model
    Uysal Yoon An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model [2005]
  • An empirical investigation of customer satisfaction after failure and recovery
  • An Experimental Investigation ofCustomer Reaction to Service Failure and Recovery Encounters: Paradoxor Peril
  • An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
  • A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery
    Christo [2005]
  • A model of customersatisfaction with service encounters involving failure and recovery
  • A longitudinal Study of Complaining Customers Evaluations of Multiple Service Fail
    Maxham [2002]
  • A case study of service failure and recovery within an international airline
  • A Longitudinal Assessment of Customer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
  • A Field Study of Casual Inferences and Consumer Reaction: The View form the Airport
  • (AMOS) 구조방정식 모형분석
    김계수 [2001]