논문상세정보
서비스 회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로
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서비스 회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로' 의 주제별 논문영향력
| 주제 |
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|---|---|---|
| 동일주제 총논문수 | 논문피인용 총횟수 | 주제별 논문영향력의 평균 |
| 9,235 | 8 |
0.0% |
주제별 논문영향력
' 서비스 회복의 지각된 공정성과 진정성 그리고 회복성과: 지각된 공정성과 진정성의 상호작용효과를 중심으로' 의 참고문헌
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판매원의 서비스는 꾸며진 것인가? 진정한 것인가?: 판매원의 감정노동에 관한 고객의 지각된 진정성(authenticity)이 서비스품질평가에 미치는 영향
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고객은 진실로 서비스실패 기업을 용서하였는가?: 기업회복노력의 진정성과 고객의 용서과정
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When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
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What Drives Customer Loyalty with Complaint Resolution?
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What Consumers Really Want: Authenticity
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TheImpactofServiceFailureSeverity on Service Recovery Evaluations and Post-RecoveryRelationships
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The service encounter: Diagnosing favorable and unfavorable incidents
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The role of communicating social emotionsaccompanying apologies in forgiveness
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The Service Recovery Paradox: Justifiable Theory or Smoldering Myth?E.D.Honeycutt Jr J.B.Ford Magnini, Vincert P. Mangnini Journal of Services Marketing 21 (3) : 231 ~ 225 [2007]
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The Role of Gender in Reactions to Service Failure and Recovery
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The Profitable Art of Service RecoveryHarvard Business Review 69 (4) : 148 ~ 156 [1990]
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The Impact of Perceived Justice on Consumers' Emotional Responses to Service Complaint Experiences
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The Effects ofPerceived Justice on Recovery Satisfaction, Trust,Word-Of-Mouth, and Revisit Intention in Upscale Hotels,
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The Effects of Service Recovery on Consumer Satisfaction: A Comparison between Complainants and Non-Complainants
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The Effects of Customer participation in Co-created Service Recovery
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The Effect of Perceived Justice and Attribution Regarding Service Failure and Recovery on Post-Recovery Customer Satisfaction and Service Quality Attributes
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The Effect of Customers' Emotional Responses to Service Failure on Their Recovery Effort Evaluations and Satisfaction Judgments
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The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side
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Strategies to offset performance failures: The role of brand equity
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Service Quality: The Six Criteria of Good Perceived Service Quality
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Service Failure and Recovery: Impact, Attributes and Process, In Advances in Services Marketing and Management
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Service Failure and Loyalty: An Exploratory Study of Airline Customers
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Service Failure Recovery: The Moderating Impact of Individual-level Cultural Value Orientation on Perceptions of JusticePatterson Patterson, Paul G. Prasongsukarn International Journal of Research in Marketing 23 (3) : 263 ~ 277 [2006]
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Self-monitoring Process, In Advances in Experimental Social Psychology
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Recovery voice and satisfaction after service failure; An experimental investigation of mediating and moderating factors
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Recovering and learning fromservice failure
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Patterns of Cognit ive Appraisal in Emotion
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Overcoming Interpersonal Offenses : Is forgiveness the only way to deal with unforgiveness?
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Multivariate data analysis (6th ed.)
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Modeling Roles of Service Recovery Strategy: A Relationship-Focused View
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Justice Strategy Options For Increased Customer Satisfaction In A Services Recovery Setting
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Is Service with a Smile Enough? Authenticity of Positive Displays During Service Encounters
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Interpersonal forgiving in close relationships
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Impression management: The self-concept socialidentity, and interpersonal relations
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How emotions mediate the effects ofperceived justice on loyalty in service recovery situations: an empiricalstudy
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How Do Customers Judge Quality in an E-tailer?
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Going to Extremes: Managing. Service Encounters and Assessing
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Forgive and Forget: Healing the hurts we don’t deserve
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Firms Reap WhatTheySow:The Effects ofShared Values and Perceived OrganizationalJusticeonCustomers'EvaluationsofComplaintHandling
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Feeling and Believing: The influence of emotionon trustDunn Dunn, Jennifer R. Schweitzer Journal of Personality and Social Psychology 88 (5) : 736 ~ 748 [2005]
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Fair Service, In Advances in Services Marketing and Management
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Facial Expression of Emotion: New Findings, New Questions
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Exploring Customer Loyalty Following Service Recovery: The Mediating Effects of Trust and Emotions
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Exploration of the Association between Apology and Forgiveness amongst Victims of Human Rights Violations
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Equity and Repurchase Intention Following Service Failure
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Does Love Mean Never Having to Say You're Sorry? Associations between Relationship Satisfaction, Perceived Apology Sincerity, and Forgiveness
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Customer-employeerapport in service relationships
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Customer switching behavior in service industries:Anexploratory study
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Customer Evaluations of Service Complaint Experiences :Implications for Relationship Marketing
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Customer Equity Considerations in ServiceRecovery: A Cross-industry Perspective
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Customer Complaints and Organizational Responses: The Effects of Complainers’ Perceptions of Justice on Satisfaction and Loyalty
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Consumer Responses to Service Failures: Influences 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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Can mixed emotions peacefully coexist?
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Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services
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Avoiding Future Regret in Purchase-Timing Decisions
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Authenticity: Brands, Fakes, Spin, and the Lust for Real Life
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Authenticity, In Handbook of Positive Psychology
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Authenticity and sincerity in tourism
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AreAll Smiles Created Equal How Emotional Contagion andEmotional Labor Affect Service Relationships
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Antecedents and Consequences of Consumer Trust in the Context of Service Recovery
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Angry customers don't comeback,they get back: The experience and behavioral implications of anger anddissatisfaction in services