References
- Ko W. 2011. The education of debates of the communication based on the empathy and the research problems. Thought and Expression 4(1): 103-122
- Koo JH, Kim YH. 2005. The effect of the service recovery justice recovery satisfaction, the service value and the loyalty in the restaurant. The Tourism Sciences Society of Korea 20(1): 155-174
- Kim SH, Seol YK. 2007. The impacts of service on relationship customer responses to service recovery levels. Service Management Society 8(2): 3-21
- Kim YH. 2005. The effect of service failure's severity on the service recovery justice. The Tourism Sciences Society of Korea. 29(2): 383-402
- Kim YH. 2009. The effect on failed services on customer's negative emotions and behavior in the restaurant business. Culinary Society of Korea 15(2): 136-149
- Kim TG. 2005. The impacts of relationship quality by justice perception with service recovery by scenario technic approach. Korean Tourism Research Association 20(2): 183-204
- Kim HC, Goo JE, Chung BW. 2009. The effects of service recovery performance on service recovery satisfaction, relationship quality and store loyalty. Korean Tourism Research Association 17(3): 395-417
- Park DH, Park JW. 2006. A study on building of service recovery system in the food service industry. The Korea Academic Society Tourism and Leisure 18(2): 117-132
- Park DH, Park JW. 2012. A study about moderating effect of customer`s participating behavior and purchase frequency in the relationship between restaurant service delivery process failure and customer complain behavior intention. Korean Academic Society of Hospitality Administration 21(4): 181-200
- Park SJ. 2007. A study of customer responses to service failure and recovery. Korean Marketing Association 9(3): 75-115
- Park JS, Choi SK. 2010. The effect of seriousness and controllability of service failure on perceived fairness, reliability, satisfaction and loyalty customer. Culinary Society of Korea 16(2): 15-30
- Baek SH. 2010. Difference in the complaining behavior of dissatisfied customer in stage of service failure. Master's thesis. Kyung Hee University. pp.29-35
- Son EJ, Choi JG, Hwang SA, Li HB. 2011. A study on the reward programs for unsatisfied hotel guests and its impact on service satisfaction, trust, and revisiting intentions. Korean Academic Society of Hospitality Administration 20(2): 137-155
- Sin SY. 2001. The development of relationship marketing strategy through service recovery system in. Master's thesis. Yonsei University. pp.76-86
- Won YS, Cho CB. 2003. A study on relation between the service failure and its recovery. Korean Academic Society of Hospitality Administration 11(0): 107-125
- Yoon SW, Hwang KM. 2002. A study on service failure and recovery using CIT. Korean Marketing Association 4(4): 1-27
- Lee GT. 2005. A study on development and application of web site evaluation model. Master's thesis. Korea University. pp87
- Lee YR, Cho MS. 2011. Impact on behavior intentions of food service recovery justice perception :Testing for moderating effects of switching barriers with structural equations. The Tourism Sciences Society of Korea 35(8): 163-182
- Lee YJ, Pak JM. 2012. The impact of service failures and recovery satisfaction on relationship commitment, word-of-mouth intention, and switching intention in domestic hypermarkets. Korean Marketing Strategic Association 20(2): 29-51
- Lee YJ. 2000. Observed on the overall customer satisfaction research. Korean Society of Consumer Studies 11(2): 139-66
- Lee JM. 1999. Enhancing existing customer loyalty database marketing strategies and practices. Marketing Communication Review 12(25): 3-29
- Lee JH. 2007. The impact of restaurant service quality on perceived value, satisfaction, and behavior intention. The Tourism Sciences Society of Korea 31(5): 97-118
- Lee WJ. 2000. A study of customer's satisfaction. Korean Society of Consumer Studies 11(2): 139-166
- Jang YJ, Kim TH, Han JS. 2010. Restaurant employee, store image, behavioral intention, video-based technique. Korean Academic Society of Hospitality Administration 19(4): 229-246
- Chug HY. 2001. A study of service failure and recovery in service contact point. Korea Tourism Service Academy 1(1): 261-293
- Cho MH, Kim SJ, Lee KH. 2011. The moderating effects of perceived service encounter pace on customer satisfaction in a restaurant. Korean Society of Food Culture 26(3): 271-278
- Cho SB. 2009. Role of the counterfactual thinking in the service failure situation. Korean Academic Society of Hospitality Administration 18(1): 101-117
- Cho SH. 2010. The effect of a family restaurant"s physical environment on the customers" emotional responses and loyalty. The Tourism Sciences Society of Korea 34(1): 363-385
- Han SL, Seong HS. 2010. Self-regulatory mode effects on emotion and customer's response in failed services. Korean Society of Consumer Studies 12(2): 83-110
- Huh JH. 2007. Coupon type of and degree of control on motive effect. Korean Association For Advertising And Public Relations 74:167-189
- Becker WS, Wellins BH. 1990. Customer-service perceptions and reality. Training and Development Journal 44(3): 49-51
- Bither MJ. 1990. Evaluating service encounters: The effects of physical surroundings and employee response. Journal of Marketing 54(4): 69-82 https://doi.org/10.2307/1251871
- Bither MJ, Booms BH, Tetreault MS. 1990. The service encounter: diagnosing favorable incidents. Journal of Marketing 54(1) :71-84 https://doi.org/10.2307/1252174
- Blodgett JG, Donna JH, Stephen ST. 1997. The effect of distributive, procedural, interactional justice on postcomplaint behaviors. Journal of Retailing 73(2) :232-249
- Boshoff C. 1990. RECOVSAT - An instrument to measure satisfaction with transaction-specific service recovery. Journal of Service Research 1(3): 236-249
- Cook TD. 2002. Experimental quasi- experimental design generalized causal inference. Social Service Review 76(3): 510-513 https://doi.org/10.1086/345281
- Foa ED, UG Foa. 1976. Resources theory of social exchange NJ:General Learning Espress 99-131
- Halstead C, Droge MB, Cooper. 1993. Product warranties & post purchase service. Journal of Service Marketing 7(1): 33-40 https://doi.org/10.1108/08876049310026088
- Hart CW, Sasser EJr, Hesket JL. 1990. The profitable art of service recovery. Harvard Business Review 68(7): 148-156
- Hoffman KD, Kelly SW, HM Rotalsky. 1995. Tracking service failures and employee recovery efforts. Journal of Service Marketing 9(2): 49-61 https://doi.org/10.1108/08876049510086017
- Johnston R. 1995. Service failure and recovery: Impact, attributes and process. Advantage in Service Marketing and Management: Research and practice 4 Greenwich CT:JAI 211-288
- Grilly MC. 1987. Post complaint process: from organizational response to repurchase behavior. Journal of Consumer Affairs 21(Winter): 293-288
- GrOnroos C. 1988. Service quality; The six criteria good perceived service quality. Review of Business 9(winter): 10-13
- Kahneman D, Tversky A. 1979. Prospect theory: An analysis of decision under risk econometrica 47: 263-291 https://doi.org/10.2307/1914185
- Keavney SM. 1995. Customer switching behavior in service industry: An exploratory study. Journal of Marketing 59(2): 71-82
- Kelly SW, Hoffman KD. 1993. A typology of retail failure and recoveries. Journal of Retailing 69(4): 429-452 https://doi.org/10.1016/0022-4359(93)90016-C
- Kimes SE. 2004. Restaurant revenue management: Implementation at chevys arrowhead. Cornell Hospitality Quarterly 45(1): 52-67
- Mattila AS. 2001. The effectiveness of service recovery in a multi-industry setting. Journal of Service Marketing 15(7):583-596 https://doi.org/10.1108/08876040110407509
- Mattila AS, Patterson PG. 2004. Service recovery and fairness perceptions in collectivist and individualist contexts. Journal of Service Research 6(4): 336-346 https://doi.org/10.1177/1094670503262947
- Maxham JG. 2001. Service recovery's influence on customer satisfaction, positive word-of-mouth, and purchase intentions. Journal of Business Research 52(1): 11-24
- Namkung Y, Jang SC. 2010. Service failure in restaurant: Which stage of service failure is the most critical?. Cornell Hospitality Quarterly 51(3): 323-343 https://doi.org/10.1177/1938965510364488
- Noone BS, Kimes A, Mattila AS. 2007. The effect of meal pace on customer satisfaction. Cornell Hospitality Quarterly 48(3): 231-45
- Nunnally JC, Berstein IH. 1994. Psychometric theory. NY:McGraw Hill
- Oliver RL. 1981. Measurement and evaluation of satisfaction process in retailing settings. Journal of Retailing 57(3): 25-48
- Reicheld F, Sasser EJr. 1990. Zero defections: Quality comes to service. Harvard Business Review 68(5): 1 05-111
- Richns ML. 1983. Negative word-of-mouth by dissatisfied consumers. Journal of Marketing 47(1): 67-78
- Smith AK, Bolton RN, Wagner J. 1999. A model of customer satisfaction with service encounter involving failure and recovery. Journal of Marketing Research 36(8): 356-372 https://doi.org/10.2307/3152082
- Smith AK, Bolton RN. 2002. The effect of customer's emotional responses to service failure on their recovery effort evaluations and satisfaction judgements. Journal of the Academy of Marketing Science 30(1): 5-23 https://doi.org/10.1177/03079450094298
- Sundaram DS. 1997. Service failure recovery efforts in restaurant dining: The role of critically of service consumption. Hospitality Research Journal 20(3): 137-154
- Tax SS, Brown SW, Chandrashekaran M. 1998. Customer evaluation of service complaint experiences implications for relation marketing. Journal of Marketing 62(2): 60-76 https://doi.org/10.2307/1252161
- Weun S, Sharon EB, Michael AJ. 2004. The impact failure severity on service recovery perceptions. Journal of Service Marketing 18(2): 133-146 https://doi.org/10.1108/08876040410528737
- Zemke RE, Bell CR. 1987. Service breakdown: The road to recovery. Management Review 76(10): 32-35
- Zeithaml VA, Berry LL, Parasuraman A. 1996. The behavioral consequences of service quality. Journal of Marketing 60(2): 31-46