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서비스 접점에서의 감정 커뮤니케이션이 고객만족에 미치는 영향' 의 주제별 논문영향력
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|---|---|---|
| 동일주제 총논문수 | 논문피인용 총횟수 | 주제별 논문영향력의 평균 |
| 771 | 2 |
0.6% |
주제별 논문영향력
' 서비스 접점에서의 감정 커뮤니케이션이 고객만족에 미치는 영향' 의 참고문헌
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호텔종사원에 있어 개인적 감성지능이 성과에 미치는 영향에 관한 연구원유석 [2007]
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박사
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박사
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박사
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호텔 레스토랑의 물리적 환경지각이 감정반응, 고객만족, 재구매의도 및추천의도에 미치는 영향
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한의사의 커뮤니케이션 스타일이 환자만족과 재이용에 미치는 영향임의성 [2004]
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커뮤니케이션의 핵심 전략하버드 경영대학원 [2004]
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커뮤니케이션 유형과 비언어적 커뮤니케이션 요소가 서비스제공자 평가에 미치는 영향홍미나 [2007]
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박사
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조직행동추 헌 [1998]
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자아상태에 따른 커뮤니케이션 유형에 관한 연구유은경 [1992]
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은행거래 기업고객의 재구매의도 영향요인에 관한 연구강영수 [2004]
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여행업의 여행서비스 회복에 관한 연구김판영 [2003]
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언어학적 기업커뮤니케이션 이론의 기초연구진정근 [2005]
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쇼핑행위의 경험적 측면 : 쇼핑시 느끼는 기분이나 감정이매장태도와 구매의사에 미치는 영향에 관한 연구
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설득 커뮤니케이션의 이해임동욱 [2003]
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서비스회복 공정성 지각에 따른 고객불평처리의 효과성 분석채신석 [2008]
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서비스접점에서 판매원의 언어적, 비언어적 커뮤니케이션이 고객감정과 행동의도에 미치는 영향
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서비스접점에서 소비자 감정표현과 판매원 반응에 관한 연구: 언어적·비언어적 커뮤니케이션을 중심으로
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서비스실패상황에서 서비스제공자의 심리적 지원과 서비스회복 및 불만고객 관계발전에 관한 연구오창호 [2007]
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박사
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서비스 접점에 있어서의 상호작용이 고객의 참여행동에 미치는 영향에 관한 연구유재원 [2004]
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서비스 실패의 심각성이 고객의 회복 공정성 지각, 감정반응 및 충성도에 미치는 영향: 외식업을 대상으로
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부부를 위한 사랑의 기술정준희 [2007]
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부모와 아이사이신홍민 [2003]
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공감적 커뮤니케이션 기술정영숙 [2006]
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고객접점서비스가 서비스질, 고객만족, 충성도에 미치는 영향에 관한 연구
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감성적 커뮤니케이션박태호 [2008]
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Why Satisfied Customer DefectJones W.E.Sasser [1995]
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What makes a Leader?
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Understanding signals of customer dissatisfaction: customer goals, emotions, dissatisfaction: and behaviors in negative service encounters, American Marketing Association
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The service encounter: managing employee/ customer interaction
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Predictability and personalization in the service encounter
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Positive Affect and the Complex Dynamics of Human FlourishingFredricson M.F.Losada [2005]
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Planning the service encounter, the service encounterShostack [1985]
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Perceived Control and the Service Encounter, inThe Service EncounterBateson [1985]
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Outcome of service encounter quality in a business to business contextAndrew M.F Anne L.S Chanaka Kate G [2007]
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Multiple Intelligences Go to School
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Mood and Memory
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Measuring Emotions in the Consumption Experience
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Managing customer expectations in the service industryCoye R.W [2004]
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Introduction to communication studiesJohn [1990]
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Interpersonal Communication competence: Scale development andtest of a self-efficacy modelInterpersonal communication competence: scale development and test of a self-efficacy model [1991]
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Interaction involvement:A cognitivedimension ofcommunicativecompetence
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Instrumental and affective aspects of physician behaviorBensing J.Dronkers [1992]
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How emotions mediate the effect of perceived justice on loyalty in service recovery situations: an empirical studyChebat Witold Slusarczyk [2003]
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Evaluating Service Encounters: The effect of physical and employee responsesBitner [1990]
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EQ감성지능Daniel Goleman Goleman, D. 대니얼 골먼 한창호 [2008]
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Development and validation of briefmeasures of positive and negative affect:The PANAS Scales교육인적자원부 보도자료 [1998]
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Customer switching behavior in service industries:Anexploratory study
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Customer contact and service quality of software support in IS firm: an empirical study. PhPaul [2000]
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Customer complaints and organizational responses: the effects of complaints' perceptions of justice on satisfaction and loyaltyKaratepe [2006]
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Customer Expectation Dimensions of Voice-to-Voice Service Encounters: a Scale-Development StudyBurgers [2000]
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Cross-category Variation in Customer Satisfaction and Retention
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Competitive advantage through people: unleashing the power of the work forcePuffer [1994]
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Cognitive, Affective, and Attribute Bases of the Satisfaction Response
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CS는 행동이다CS-People [2005]
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Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed servicesR.Peters Zeelenberg [2004]
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A cost/benefit approach to understanding service-loyalty link: mobile phone service in FranceL.F.Cunningham Lee [2001]
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A Dynamic Process Model of ServiceQuality: From Expectation to Behavioral IntentionsZeithml [1993]
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8가지 커뮤니케이션 기법박민수 [2008]
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2008 관광불편신고 종합분석서한국관광공사 [2009]
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2007 관광불편신고 종합분석서한국관광공사 [2008]
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2006 관광불편신고 종합분석서한국관광공사 [2007]
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2005 관광불편신고 종합분석서한국관광공사 [2006]
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2004 관광불편신고 종합분석서한국관광공사 [2005]
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2003 관광불편신고 종합분석서한국관광공사 [2004]
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2002 관광불편신고 종합분석서한국관광공사 [2003]
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2001 관광불편신고 종합분석서한국관광공사 [2002]
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2000 관광불편신고 종합분석서한국관광공사 [2001]
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10 Lessons to transform your marriageJoan Declaire John M.Goottman [2006]