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서비스 실패의 심각성과 통제성이 회복만족에 미치는 영향 : 서비스 공정성의 조절효과를 중심으로 = The Impact of Service Failure Severity and Controllability on Service Recovery Satisfaction: Focus on Moderating Effect of Justice
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2010년
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서비스 실패의 심각성과 통제성이 회복만족에 미치는 영향 : 서비스 공정성의 조절효과를 중심으로 = The Impact of Service Failure Severity and Controllability on Service Recovery Satisfaction: Focus on Moderating Effect of Justice' 의 주제별 논문영향력
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| 동일주제 총논문수 | 논문피인용 총횟수 | 주제별 논문영향력의 평균 |
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주제별 논문영향력
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Zero Defection: Quality Comes to ServicesReichheld W.E.Sasser [1990]
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Word-of-Mouse:TheIndirectEffectsofMarketingEffortsBayus [1992]
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Value Strategy Rather Than Quality Strategy: A case of Business-to-Business Professional ServicesJ.C.Chebat Lapierre [1999]
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Understanding the Structure of Consumers'Satisfaction Evaluations of Service DeliverySingh [1991]
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Understanding Customer Expectations of Service
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Tracking Service Failuresand Employee Recovery EffortsK.D.Hoffman M.Rotalsky [1995]
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Toward and IntegratedConceptualModelofConsumerComplaining BehaviorBlodgett [1992]
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TheRoleofRelationship Quality in theCaseofServiceFailure윤성욱 [2002]
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TheImpactofServiceFailureSeverity on Service Recovery Evaluations and Post-RecoveryRelationshipsS.E.BettyandM.A.Jones Weun [2004]
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TheImpactofOtherCustomersonServiceExperiences:A CriticalIncidentsExamination ofGettingAlongGrove [1997]
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The structure of commitment in exchange
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The service encounter: Diagnosing favorable and unfavorable incidentsBitter Mary S.Tetreault [1990]
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The nature and Determinants of Customer Expectations of ServiceBerry Parasuraman Zeithml [1993]
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The Thoery of Planned BehaviorAjzen [1991]
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The Sources, Meaning, and Validityof Consumer Complaint Behavior: A Psychological Analysis
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The Service ProviderSwitchingModel:A ModelofConsumerSwitching Behaviorin theServiceIndustryBansal [1999]
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The Role of Procedural andDistributive Justice in Organizational BehaviorAlexsander Ruderman [1987]
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The Role of Employee Efforts inSatisfaction with Service TransactionsMary Jo Bitner Mohr [1995]
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The Relationship MarketingProcess: A Conceptualization and ApplicationEvans R.L.Laskin [1994]
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The Behavioral Consequences of Service Quality
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The ArtofService Recovery:Attribution andConsequencesSwanson [1996]
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Structural quations with latent variables
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Spontaneous Causal SearchWeiner [1985]
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Social Behavior: It's Elemental FormsHomans [1961]
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Servqual: A multiple-item scale for measuring consumer perceptions of service quality
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Service Recovery: Its Value and Limitations as a Retail StrategyBrown D.L.Cowles T.L.Tuten [1996]
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Service Recovery: A Framework and Empirical InvestigationC.W.Craighead K.R.Karwan Miller [2000]
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Service Recovery's Influence on ConsumerSatisfaction,Positive Word-of-Mouth,and Purchase Intentions
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Service Recovery Strategies forSingle and Double Deviation ScenariosJohnston [1999]
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Service Failure and Recovery: Impact, Attributes and Process
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Problems and strategies in services marketing
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PrinciplesandPracticein ReportingStructuralEquationAnalysisMcDonald [2002]
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My Employees Are My Service GuaranteesFirnstahl [1989]
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Modeling the Relationships Between ProcessQuality Errirs and Overall Service Process PerformanceCollier [1995]
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Modeling CustomerPerceptionsofComplaintHandling OverTime:TheEffectsofPerceived Justice on Satisfaction and IntentMaxhanIII [2002]
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Modeling Choices Among Alternative Responsesto DissatisfactionDay [1984]
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Mental Accounting and Consumer ChoiceThaler [1985]
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Int raper sonal Affectiv e Influences on Con sumerSat isfa ction with Product sWestbrook [1980]
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Customer Evaluation of Service Complaint Experiences: Implicationsfor Relationship MarketingMurali Chandrashekaran Tax [1998]
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Classifying ServiceEncounterSatisfactionAcrossIndustriesGremler [1992]
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