연구동향 분석

인터넷쇼핑몰 업체의 서비스실패 후 불평고객유형 및회복전략유형에 따른 회복후만족과 충성도

박명호 장영혜 2008년

논문상세정보
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' 인터넷쇼핑몰 업체의 서비스실패 후 불평고객유형 및회복전략유형에 따른 회복후만족과 충성도' 의 참고문헌

  • 인터넷 쇼핑몰에서의 불평고객유형에 따른 효과적인 불평처리방안
    장영혜 인터넷전자상거래연구 7 2 245-274 [2007]
  • 인터넷 쇼핑몰 업체의 서비스 실패 요인과 회복전략에 관한 탐색적 연구
    장영혜 소비문화연구 8 4 143-162 [2005]
  • 서비스 유형과 품질실패 차원에 따른 효과적인 복구전략
    이문규 소비자학연구 12 3 131-145 [2001]
  • 서비스 실패요인과 회복전략에 관한 온 오프라인 비교연구
    박명호 - [2005]
  • 금전적, 행동적, 심리적 차원에서의 효과적인 서비스 회복 노력에 관한 연구:친밀감을 중심으로
    김성호 마케팅연구 22 1 121-140 [2007]
  • eTailQ: Eimensionalzing, Measuring and Predicting
    Wolfinbarger, M. Journal of Retailing 79 183-198 [2003]
  • Typologies f e-Commerce Retail Failures and Recovery Strategies
    Forbes, L. P. Journal of Services Marketing 19 5 280-292 [2005]
  • Tracking Service Failures and Employee Recovery Efforts
    Hoffman, K. D. Journal of Service Marketing 9 2 49-61 [1995]
  • Toward an Integrated Conceptual Model of Consumer Complaining Behavior
    Blodgett, J. G. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior 5 93-103 [1992]
  • The Relationship Between Customer Comlaints to the Firm and Subsequent exit Behavior
    Bolton, R. N. Advances in Consumer Research 22 94-100 [1995]
  • The Impact of Product Category on Customer Dissatisfaction in Cyberspace
    Cho, Y. J. Business Process Management Journal 9 5 635-651 [2003]
  • The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
    Smith, A. K. Journal of the Academy of Marketing Science 30 1 5-23 [2002]
  • Service Failure in Online Retailing: A Recovery Opportunity
    Holloway, B. B. Journal of Service Research 6 1 92-105 [2003]
  • Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
    Hess Jr. R. L. Journal of the Academy of Marketing Science 31 2 127-145 [2003]
  • Organizational Responses to Customer Complaints: What Works and What Doesn't
    Davidow, M Journal of Service Research 5 3 225-250 [2003]
  • Internet Marketing
  • How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach
    Homburg, C. Journal of Marketing 69 July 95-114 [2005]
  • Firm Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling
    Maxham Ⅲ, J. G. Journal of Marketing 67 January 46-62 [2003]
  • Dissatisfaction Attributions and Consumer Complaining Behavior
    Krishnan, S. Advanced in Consumer Research 6 445-449 [1979]
  • Customer evaluations of service complaint experiences: implications for relationship marketing
    Tax, S. S Journal of Marketing 62 April 60-76 [1998]
  • Consumer Evaluations of Responses to Complaints: What's Fair and Why
    Goodwin C. The Journal of Services Marketing 4 3 53-61 [1990]
  • Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
    Singh, J. Journal of Marketing 52 January 93-107 [1988]
  • Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
    Estelami, H. Journal of Service Research 2 3 285-300 [2000]
  • CIT를 이용한 서비스 실패와 복구에 관한 연구
    윤성욱 한국마케팅저널 4 4 1-24 [2002]
  • Antecedents to Satisfaction with Service Recovery
    Anderassen, T. W. European Journal of Marketing 34 1/2 156-175 [2000]
  • An Empirical Investigation of Consumer Satisfaction After Service Failure and Recovery
    McCollough, M. A. Journal of Services Research 3 2 121-138 [2000]
  • A model of customer satisfaction with service encounters involving failure and recovery
    Smith, A. K Journal of Marketing Research 36 August 356-372 [1999]
  • A Typology of Retail Failure and Recoveries
    Kelly, S. W. Journal of Retailing 69 4 429-452 [1993]
  • A Typology of Consumer Dissatisfaction Response Styles
    Singh, J. Journal of Retailing 66 1 57-99 [1990]