박사
항공사 서비스의 실패와 회복이 관계단절행동과 고객 장기지향성에 미치는 영향 : 이중이탈과 회복 패러독스의 검증 = Effects of airline service failure and recovery on relationship dissolution and long-term orientation : focusing on double deviation and recovery paradox
문지효
2016년
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항공사 서비스의 실패와 회복이 관계단절행동과 고객 장기지향성에 미치는 영향 : 이중이탈과 회복 패러독스의 검증 = Effects of airline service failure and recovery on relationship dissolution and long-term orientation : focusing on double deviation and recovery paradox' 의 주제별 논문영향력
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| 동일주제 총논문수 | 논문피인용 총횟수 | 주제별 논문영향력의 평균 |
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주제별 논문영향력
' 항공사 서비스의 실패와 회복이 관계단절행동과 고객 장기지향성에 미치는 영향 : 이중이탈과 회복 패러독스의 검증 = Effects of airline service failure and recovery on relationship dissolution and long-term orientation : focusing on double deviation and recovery paradox' 의 참고문헌
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호텔식음료 서비스의 실패에 따른 공정성지각, 감정반응이 서비스 회복에미치는 영향
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호텔레스토랑에서의 서비스회복공정성이 관계의 질,만족,재구 매의도,전환의도에 미치는 영향
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호텔레스토랑 서비스 인카운터에서 서비스회복 공정성지각이 고 객감정을 통한 고객태도에 미치는 영향연구
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호텔 레스토랑 서비스 회복 공정성과 고객만족, 고객행동의도에 관한 연구
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항공사의 서비스 회복 노력과 고객의 용서에 대한 연구
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항공사 승무원의 직무스트레스가 조직유효성과 고객지향성 및 이직의도 에 미치는 영향
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항공사 서비스의 공정성과 관계자산이 여행사 감정반응과 지속의도에 미치는 영향
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저가항공사 고객시민행동에 대한 영향요인 분석
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서비스 회복의 공정성과 진정성이 고객의 행동의도에 미치는 영향
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서비스 회복 수행이 서비스 회복만족과 브랜드이미지 및 충성도에 미치 는 영향에 관한 연구
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서비스 회복 기대와 수행이 회복성과에 미치는 영향에 관한 연구
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서비스 실패의 심각성과 통제성이 회복만족에 미치는 영향
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서비스 실패에 따른 사후가정사고가 고객 감정반응에 미치는 영향
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서비스 실패시 고객의 참여수준이 관계단절에 미치는 영향에 관한 연 구
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서비스 실패 심각성과 통제성이 회복 공정성과 신뢰⋅만족에 미치는 영 향: 진정성과 ATC의 조절효과를 중심으로
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브랜드 관계품질이 서비스 실패 경험 소비자의 감정 및 행동반응에 미 치는 영향
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레스토랑의 서비스단계별 실패에 따른 고객불평행동의도 연구
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고객접점 직원에의 권한위임이 서비스 회복만족에 미치는 영향
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『항공사 서비스회복과 서비스실패 귀인 및 관계지향성의 조절효과 연구』
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“실패복구에 대한 고객반응, 믿으니까 남고 미우니까 떠난다!,”
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“서비스 회복과정에서 종업원 진정성의 역할에 관한 연구, 한국산학기술 학회논문지,”
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“서비스 실패후 회복과정에서 정(情)의 조절역할,”
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“대형/저비용 항공사 서비스 실패 특징이 외재적 분노에 미치는 영향,”
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“고객은 진실로 서비스실패기업을 용서하였는가?"
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