논문상세정보
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- 저자 이영란 조문수
- 제어번호 105020321
- 학술지명 관광학연구
- 권호사항 Vol. 35 No. 8 [ 2011 ]
- 발행처 한국관광학회
- 발행처 URL http://www.tosok.org/
- 자료유형 학술저널
- 수록면 163-182
- 언어 Korean
- 출판년도 2011
- 등재정보 KCI등재
- 소장기관 영남대학교 중앙도서관 영남대학교 중앙도서관
- 판매처
유사주제 논문( 0)
' 외식서비스 실패상황의 회복 공정성 인식이 만족,사 후 행동의도에 미치는 영향-구조모형을 통한 전환 장벽의 조절효 과 검증' 의 참고문헌
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회복공정성과 만족의 관계에서 관계마케팅 요인의 조절효과
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호텔레스토랑 고객의 감성이 서비스회복과 고객 만족의 관계에 미치는 조절효과
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의료 서비스 회복에서 지각된 공정성과 긍정적 감정, 재방문의도의 관계 -관계품질의 조절효과-
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외식업의 서비스 실패에 대한 회복고객의 감정반응 및 구매의도에 미치는 영향
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서비스 복구 및 관계품질이 고객 로열티에 미치는 영향: 고객 접촉형태의 조절효과를 중심으로
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기업의 서비스회복 노력에 대한 고객의 지각된 공정성과 구매후 행동과의 관계
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Zero Defections : Quality Comes to Services
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Why satisfied consumers defect
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Tracking service failures and employee recovery efforts
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Towards an understanding of inequity
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The role of employee effort in satisfaction with service transactions
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The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing
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The loyalty effect: The hidden force behind growth, profits, and lasting value
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The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting
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The impact of product category risk on service satisfaction evaluations
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The effects of distributive, procedural, and interactional justice on postcomplaint behavior
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The Social Psychology of Procedural Justice
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The Profitable Art of Service Recovery
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The Effect of Perceived Justice and Attributions Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attitudes
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Switching barriers in business to business services: A qualitative study
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Switching barriers and repurchase intentions in services
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Structural equation modeling in practice
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Service failure in online retailing
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Service breakdown: The road to recovery
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SERVQUAL : A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality
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Perceived justice needs and recovery evaluation: A contingency approach
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Perceived justice in service recovery and behavioral intentions: The role of relationship quality
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Organizational Justice: Yesterday, Today and Tomorrow
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Marital disruption as a stressor: a review and analysis
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Interactional fairness judgments : The influence of causal accounts
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How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study
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Fixing service failures
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Fair service
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Exploring Customer Loyalty Following Service Recovery
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Equity and disconfirmation perceptions as influences on merchant and product satisfaction
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Customer switching behavior in service industries:An exploratory study
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Customer perceptions of corporate responses to product complaints: The role of explanations
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Customer evaluations of service complaint experiences: implications for relationship marketing
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Consumer switching costs: a typology, antecedents, and consequences
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Consumer responses to service failures:Influence of procedural and interactional fairness perceptions
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Consumer responses to compensation, speed of recovery and apology after a service failure
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Consumer reactions to product failure: An attributional approach
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CIT를 이용한 외식업의 서비스 실패 유형별 회복 공정성이 고객의 부정적 감정과 충성도에 미치는 영향
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Application of fairness theory to service failures and service recovery
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Antecedents to Customer Expectations for Service Recoveries
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Amos 4.0 users' guide: SmallWaters Corporation
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A national customer satisfaction barometer: The Swedish experience
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A multidimensional scale of switching barriers in the full-service restaurant industry
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A model of customer satisfaction with service encounters involving failure and recovery
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A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts
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A cross-cultural study of switching barriers and propensity to stay with service providers