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서비스 실패와 회복과정에서 고객의 역할에 관한 연구

이충렬 안진우 2014년

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' 서비스 실패와 회복과정에서 고객의 역할에 관한 연구' 의 주제별 논문영향력
논문영향력 선정 방법
논문영향력 요약
주제
  • 경영관리
  • customer participation
  • encountersatisfaction
  • positive emotion
  • recovery satisfaction
  • recoveryjustice
  • relationship quality
  • servcefailure?recovery
  • 고객 참여
  • 관계의 질
  • 긍정적감정
  • 서비스실패?회복
  • 접점만족
  • 회복공정성지각
  • 회복만족
동일주제 총논문수 논문피인용 총횟수 주제별 논문영향력의 평균
9,888 0

0.0%

' 서비스 실패와 회복과정에서 고객의 역할에 관한 연구' 의 참고문헌

  • 서비스고객의 개인가치와 서비스접점 특성이 고객참여행위에 미치는 영향
    윤만희 마케팅관리연구 10 (1) : 139 ~ 163 [2005]
  • 서비스 특성이 서비스제공기업과 고객간의 관계형성에 미치는 영향에 관한 연구
    신종칠 마케팅연구 20 (1) : 29 ~ 54 [2005]
  • 서비스 산업에서의 고객참여 측정도구 개발: PARTICQUAL
    서문식 마케팅연구 23 (4) : 105 ~ 135 [2008]
  • 고객참여가 서비스접점에서 서비스제공자와의 상호작용과 감정적 요소에 미치는 영향 - 사회교환의 감정이론을 중심으로 -
    서문식 경영학연구 38 (4) : 897 ~ 934 [2009]
  • 고객의 참여행동과 시민행동이 서비스 품질지각과 재구매의도에 미치는 영향
    한상린 경영학연구 33 (2) : 6 ~ 6 [2004]
  • 고객은 진실로 서비스실패기업을 용서하였는가?: 기업회복노력의 진정성과 고객의 용서과정
    김상희 경영학연구 39 (3) : 665 ~ 706 [2010]
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