연구동향 분석

여행서비스 제공자의 역할 스트레스와 서비스 회복 성과, 직무 만족과의 관련성

김판영 2007년

논문상세정보
    • 저자 김판영
    • 제어번호 103996808
    • 학술지명 서비스경영학회지
    • 권호사항 Vol. 8 No. 4 [ 2007 ]
    • 발행처 한국서비스경영학회
    • 발행처 URL http://www.koreaservice.or.kr
    • 자료유형 학술저널
    • 수록면 89-110
    • 언어 -
    • 출판년도 2007
    • 등재정보 KCI등재
    • 판매처
    유사주제 논문( 0)
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' 여행서비스 제공자의 역할 스트레스와 서비스 회복 성과, 직무 만족과의 관련성' 의 참고문헌

  • 우리나라 관광통역안내사의 이직의도 영향요인에 관한 연구
    김민주 8 3 1-22 [2004]
  • 외식업체의 서비스 회복 시스템을 통한 관계마케팅 전략 수립
    신서영 - [2001]
  • 영업사원의 직무성과 만족 조직몰입 이직의도와의 관계에서 대안 매력도의 역할
    전광호 9 2 45-73 [2004]
  • 여행업의 여행서비스 회복에 관한 연구
    김판영 - [2004]
  • 여행업의 여행 회복 구축에 관한 연구
    이철호 - [2006]
  • 실패된 서비스와 회복 만족간의 관계 연구
    이수원 - [1999]
  • 서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구
    정현영 - [2000]
  • 서비스 실패의 회복노력이 고객만족에 미치는 영향에 관한 연구
    이호정 - [2002]
  • 산업체 상담원의 역할갈등 및 직무스트레스가 직무성과에 미치는 영향
    이현림 16 2 309-325 [2004]
  • meta-analysis and assessment of causaleffects Journal of Marketing Research
    Brown 63-78 [1993]
  • exploring the relationship beyond personality
    Arsenault 483-493 [1991]
  • Work and family role strain among university employees
    Elliott, M 24 2 157-181 [2003]
  • Understanding hospital employee job stress and turnover intentions in a practical setting: the moderating role of locus of control
    Chiu, C 24 10 837-855 [2006]
  • The influences of organizational and personal ethics on role conflict among marketing managers: an empirical investigation
    Tsai, M. T 2 1 54-61 [2005]
  • The influence of selected antecedents on frontline staff's perceptions of service recovery performance
    Boshoff, C 1 1 63-90 [2000]
  • The impact of relationship type on customer loyalty in a context of service failures
    Mattila, A. S 4 2 91-101 [2001]
  • The impact of job satisfaction on turnover intent: a test of a structural measurement model using a national sample of workers
    Lambert, E. G 38 233-250 [2001]
  • The impact of employee empowerment on the quality of a service recovery effect
    Hocutt, M. A 3 1 117-132 [1998]
  • The impact of anglo and hispanic ethnicity, gender, position, personality, and job satisfaction on turnover intentions: a path analytic investigation
    Mynatt, P. G 8 657-683 [1997]
  • The effects of work role and family role variables on psychological and behavioral outcomes of rontline employees
    Karatepe, O. M 27 255-268 [2006]
  • The effect of the introduction of GST on accountants' job satisfaction and burnout
    Phillips, J 16 3 52-59 [2006]
  • Stress and coping: a study of project managers in a large ICT organization
    Richmond, A 37 5 5-16 [2006]
  • Serving multiple masters: role conflict experienced by service mployees
    Chung, B. G 16 1 70-87 [2002]
  • Role theory an the management of service encounters
    Broderick, A. J 19 2 117-131 [1999]
  • Role stressors and salesperson job stress: the importance of salesperson cognitive appraisals of expected role sanctions
    Landry, T. D 10 137-143 [1999]
  • Role stress, work-family conflict and emotional exhaustion: inter-relationships and effects on some work-related consequences
    Boles, J. S 17 1 17-28 [1997]
  • Role stress and effectiveness in horizontal alliancesm
    Nygaard, A 66 2 61-82 [2002]
  • Relationships of task performance and contextual performance with turnover, jon satisfaction, and affective commitment
    Scotter, J. R. V 10 1 79-95 [2000]
  • Performance productivity and quality of rontline employees in service organizations
    Sigh, J 64 2 15-34 [2000]
  • Organization communication, job stress, organizational commitment, and job performance of accounting professionals in Taiwan and America
    Chen, J 27 4 242-249 [2006]
  • Modeling the effects of organizational setting and individua l coping style on employees' subjec tive health, job satisfaction and commitment
    Mikkelsen, A 24 3 371-397 [2000]
  • Hotel behavior and resolution: a content analysis
    Manickas, P. A 36 68-73 [1997]
  • Four commitment profiles and their relationships to empowerment, service recovery, and work attitudes
    Carson, K. D 28 1 1-13 [1999]
  • Factors influencing turnover and absence of nurse: a research review
    Borda, R. G 34 6 385-394 [1997]
  • Exploring the role performance of corporate thics officer
    Adober, H 69 57-75 [2006]
  • Examining the effects of coping and social support on work and life stress among police officers
    Patterson, G. T 31 215-226 [2003]
  • Employee behavior in a serviceenvironment : an model and test of potential differences between men and women
    Babin, B. J 62 77-91 [1998]
  • Effects of service mechanism and modes on customers' attributions about service delivery
    Groth, M 6 331-348 [2001]
  • Customer service employees' behavioral intentions and attitudes: an examination of construct validity and a path model
    Susskind, A. M 19 53-77 [2000]
  • Coping with customer complaints
    Bell, S. J 8 3 21-23 [2006]
  • Consistency of implications of three role stressors across four countries
    Glazer, S 26 467-487 [2005]
  • Attributions and outcomes if theservice recovery process
    Swanson, S. R 50-65 [2001]
  • Antecedents to customer expectationsfor service recovery Journal of the Academy of Marketing Science
    Kelley 52-61 [1994]
  • Antecedents and outcomes of service recovery performance: an empirical study of frontline employees in Turkish banks
    Yavas, U - [2003]
  • Antecedents and outcomes of service recovery performance in a public health-care environment
    Ashill, N. J 19 5 293-308 [2005]
  • An investigation of employees' job satisfaction: the case of hotels in Hong Kong
    Lam, T 2 157-165 [2001]
  • A roletheory perspective on dyadic interactions
    Solomon 9-111 [1985]