References
- Allen CT, Machleit KA, Kleine SS. 1992. A comparison of attitudes and emotions as predictors of behavior at diverse levels of behavioral experience. J Consum Res 18:493-504 https://doi.org/10.1086/209276
- Andreassen TW. 2000. Antecedents to satisfaction with service recover. European J Marketing 34:156-175 https://doi.org/10.1108/03090560010306269
- Barsky J, Nash L. 2002. Evoking emotion: Affective keys to hotel loyalty. Cornell Hotel and Restaur Adm Q 43:39-46 https://doi.org/10.1016/S0010-8804(02)80007-6
- Bell CR, Zemke E. 1987. Service breakdown: The road to recovery. Management Rev 76:32-35
- Berry LL, Parasuraman A. 1991. Marketing Services: Competing through Quality. The Free Press, NY
- Blodgett JG, Hill DJ, Tax SS. 1997. The effects of distributive, procedural, and interactional justice on post-complaint behavior. J Retail 73:185-210 https://doi.org/10.1016/S0022-4359(97)90003-8
- Boshoff C. 1997. An experimental study of service recovery options. Int J Serv Ind Manag 8:110-130 https://doi.org/10.1108/09564239710166245
- Chebat JC, Slusarczyk W. 2005. How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. J Bus Res 58:664-673 https://doi.org/10.1016/j.jbusres.2003.09.005
- Clemmer EC, Schneider B. 1996. Fair service. S. W. Brown, D. A. Bowen & T. Swartz (Eds.), Advances in Services Marketing and Management. Vol. 5. AI Press. Greenwich, CT
- Clemmer EC. 1993. An investigation into the relationships of justice and customer satisfaction with services, in Cropanzano R. (Eds). Jusitce in the Workplace: Approaching Fairness in Human Resources Management. Erlbaum. Hilsdale, NJ
- Donovan RJ, Rossiter JR, Marccoolyn G, Nesdale A. 1994. Store atmosphere and purchasing behavior. J Retail 79:283-294
- Fullerton G. 2005. The service quality-loyalty relationship in retail service: Does commitment matter? J Retail & Consum Serv 12:99-111 https://doi.org/10.1016/j.jretconser.2004.04.001
- Gilly MC, Gelb BD. 1982. Post-purchase consumer processes and the complaining consumer. J Consum Res 9:323-328 https://doi.org/10.1086/208927
- Goodwin C, Ross I. 1992. Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. J Bus Res 25:149-163 https://doi.org/10.1016/0148-2963(92)90014-3
- Greengerg J. 1990. Organizational justice: Yesterday, today, and tomorrow. J Management 16:339-432
- Hocott MA, Chakraabotry G, Mowen J. 1997. The impact of perceived justice on customer satisfaction and intention to complain in a service recovery. Advance in Customer Res 24:457-463
- Hoffman KD, Kelley SW, Rotalsky HM. 1995. Tracking service failures and employee recovery efforts. J Ser Mark 9:49-61 https://doi.org/10.1108/08876049510086017
- Hofstede G. 1980. Culture's Consequences: International Differences in Work-related Values. Sage Publications, Beverly Hills, CA
- Hofstede G. 2001. Culture's Consequences: Comparing Values, Behaviors, Institutions and Organizations across Nations. 2nd Ed. Sage Publications, London
- Johnston R, Fern A. 1999. Service recovery strategies for single and double deviation scenarios. Serv Indus J 19:69-82 https://doi.org/10.1080/02642069900000019
- Johnston R. 1995. Service failure and recovery: Impact, attributes and process, advances in services marketing and management. Res & Prac 4:211-228
- Johnston TC, Hewa MA. 1997. Fixing service failures in service. Indus Mark Magt 26:467-473 https://doi.org/10.1016/S0019-8501(96)00158-7
- Keaveney SM. 1995. Customer switching behavior in service industries: an exploratory study. J Mark 59:71-82
- Kelley SW, Hoffman KD, Davis MA. 1993. A typology of retail failures and recoveries. J Retail 69:429-452 https://doi.org/10.1016/0022-4359(93)90016-C
- Kim DH, Beik GY. 2005. A study on the eating-out behavior of city workers(I) - The relationship between general characteristics and eating-out behavior-. Korean J Food & Nutr 18:241-253
- Kim LY, Kim WK. 2006. The impacts of customer's attributions and severity of service failure on expectation of service recovery. J Aviation Magt Soc Korea 4:19-38
- Kim YW. 2005. According to the service failures' type by CIT the effects of the perceived service recovery on the negative emotion and the loyalty in the restaurant. J Tourism & Leisure 17:221-240
- Lee HR, Kim YH. 2005. The effects of the service failure's recovery on the emotional response and the purchase intention in the restaurant. Korea Academic Soc Hotel Administration 14:293-314
- Lee HS, Lim JH. 2002. Measuring th consumption related emotion construct. Korean Mark Assoc J 17:55-91
- Lee JJ, Ahn SK. 2010. The effect of customer emotion and action intention on service recovery justice perception in hotel restaurant. J Foodservice Management Soc Korea 13: 129-150
- Lee JS, Park MJ. 2005. The relationship among servicecape, emotional response and behavior intention in hotel restaurant. J Korea Ser Magt Soc 6:105-128
- Mattila AS, Cranage D. 2005. The impact of choice on fairness in the context of service recovery. J Serv Mark 19:271-279 https://doi.org/10.1108/08876040510609899
- Mattila AS, Patterson PG. 2004. The impact of culture on consumers' perceptions of service recovery efforts. J Retail 80:196-206 https://doi.org/10.1016/j.jretai.2004.08.001
- Mattila AS. 1999. The role of culture in the service evaluation process. J Serv Res 1:250-260 https://doi.org/10.1177/109467059913006
- Mattila AS. 2001. The effectiveness of service recovery in a multi-industry setting. J Serv Mark 15:583-596 https://doi.org/10.1108/08876040110407509
- Maxham III JG, Netemeyer RG. 2002. Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. J Retail 78: 239-252 https://doi.org/10.1016/S0022-4359(02)00100-8
- Maxham III JG. 2001. Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions. J Bus Res 54:11-24 https://doi.org/10.1016/S0148-2963(00)00114-4
- McColl-Kennedy JR, Sparks BA. 2003. Application of fairness theory to service failures and service recovery. J Serv Res 5:251-266 https://doi.org/10.1177/1094670502238918
- McCollough MA, Bharadwaj SG. 1992. The recovery paradox: An examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution based theories, in: Allen C. T. et al. (eds.). Marketing Theory and Applications. American Marketing Association. Chicago, IL. pp119
- Miller JL, Craighead CW, Karwan KR. 2000. Service recovery: A framework and empirical investigation. J Operat Magt 18:387-400 https://doi.org/10.1016/S0272-6963(00)00032-2
- Mooradian TA, Oliver JM. 1997. I can't get no satisfaction: The impact of personality and emotion on post-purchase processes. Psychol & Mark 14:379-393 https://doi.org/10.1002/(SICI)1520-6793(199707)14:4<379::AID-MAR5>3.0.CO;2-6
- Oliver RL. 1980. Cognitive model of the antecedents and consequences of satisfaction decisions. J Mark Res 13:97-112
- Park JS, Choi GS. 2010. The effect of seriousness and controllability of service failure on perceived fairness, reliability, satisfaction and loyalty of customers -Focused on the use of Korean restaurants by inbound Japanese tourists-. Korean J Culinary Res 16:15-30
- Park JY. 2007. A study on service quality satisfier and dissatisfier factoers for family restaurants in Korea. Korean J Food & Nutr 20:509-515
- Patterson PG, Cowley E, Prasongsukarn K. 2006. Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice. Int J Res in Market 23:263-277 https://doi.org/10.1016/j.ijresmar.2006.02.004
- Raymond RL, Peter M. 2001. Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. J Consum Mark 18:54-74 https://doi.org/10.1108/07363760110365813
- Richins ML. 1987. A multivariate analysis of responses to dissatisfaction. J Academy of Marketing Science 15:24-31 https://doi.org/10.1007/BF02722168
- Smith A, Bolton R, Wagner J. 1999. A model of customer satisfaction with service encounters involving failure and recovery. J Mark Res 36:356-372 https://doi.org/10.2307/3152082
- Spreng RA, Harrell GD, Mackoy RD. 1995. Service recovery: impact on satisfaction and intentions. J Serv Mark 9:15-23 https://doi.org/10.1108/08876049510079853
- Suh MS, Kim SH. 2003. The interacion effect of customers' emotion experiences during internet service site visitation according to customers' sensation seeking tendency. Korean Marketing Assoc J 18:77-111
- Tax SS, Brown SW, Chandrashekaran M. 1998. Customer evaluations of service complaint experiences: Implications for relationship marketing. J Mark 62:60-76 https://doi.org/10.2307/1252161
- Tax SS, Brown SW. 2000. Service recovery: research insights and practice, in Swartz T, Iacobucci D. (eds.). Handbook of Service Marketing and Management. Sage Publications. Thousand Oaks, CA. pp271-285
- Weiss HM, Suckow K, Cropanzano R. 1999. Effects of justice conditions on discrete emotions. J Appl Psychol 84:786-794 https://doi.org/10.1037/0021-9010.84.5.786
- Westbrook R. 1987. Product/consumption based affective responses and postpurchase processes. J Mark Res 24:258-270 https://doi.org/10.2307/3151636
- Weun SG, Beatty SE, Jones MA. 2004. The impact of service failure severity on service recovery evaluations and postrecovery relationships. J Serv Mark 18:133-146 https://doi.org/10.1108/08876040410528737
- Weun SG. 1997. Service failure and service recovery: impacts on new customer relationships. Unpublished doctoral dissertation, Tuscaloosa Alabama: University of Alabama
- Witkowski TH, Wolfinbarger MF. 2002. Comparative service quality: German and American ratings across service settings. J Bus Res 55:875-881 https://doi.org/10.1016/S0148-2963(01)00206-5
- Wong NY. 2004. The role of culture in the perception of service recovery. J Bus Res 57:957-963 https://doi.org/10.1016/S0148-2963(03)00002-X
- Yi NY, Kwak TK. 2009. A comparison of Korean and American customer perceptions of service failures and recovery strategies in restaurant settings. J Foodservice Management Soc Korea 12:315-344
- Yi YJ, Gong TS. 2004. The effects of service justice on customer badness behavior-Mediating roles of negative affectivity and customer commitment. Korean Marketing Assoc J 19:185-210
- Yu YT, Dean A. 2001. The contribution of emotional satisfaction to consumer to consumer loyalty. International J Serv Magt 12:234-250
- Zemke R, Bell C. 1990. Service recovery: Doing it right the second time. Training 27:42-48
- Zemke R, Schaaf R. 1989. The Service Edge: 101 Companies that Profit from Customer Care. NAL Book. New York, NY
Cited by
- A Comparative Analysis of American, Chinese and Japanese Consumers' Usage Behavior of Marketing Communication towards Overseas Korean Restaurants vol.24, pp.4, 2011, https://doi.org/10.9799/ksfan.2011.24.4.808
- Foreign Customers' Attitudes Towards Overseas Korean Restaurants - Focusing on Korean Restaurant Experiences and Cross-national Differences - vol.27, pp.6, 2012, https://doi.org/10.7318/KJFC/2012.27.6.666