참고문헌
- Bell, C. and Zemke, R.(1987), "Service break down : The road to recovery", Management Review, 76(10), 32-35.
- Berry, L. L., Conant, J. S., Parasuraman A.,(1991), "A Framework for Conducting a Services Marketing Audit", Journal of Academy of Marketing Science, 19(3), 32-52.
- Bitner, M. J., Booms, B. H., Tetreault, M. S.(1990), "The service encounter: diagnosing favorable and unfavorable incidents", Journal of Marketing, 54(1), 71-84. https://doi.org/10.2307/1252174
- Gronroos, C.(1984), "A service quality model and its marketing implications," European Journal of marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
- Gronroos, C.(1988), "Service quality : The six criteria of good perceived service quality", Review of Business, 9(4), 148-156.
- Hart, C. W., Heskett, J. L., Sasser, W. E. Jr.(1990), "The profitable art of service recovery", Harvard Business Review, 68(4), 148-156.
- Hoffman, K. D., Kelly, S. W., Rotalsky, H. M.(1995), "Tracking service failures and employee recovery efforts", Journal of Service Marketing, 9(2), 49-61. https://doi.org/10.1108/08876049510086017
- Jo, S. B.(2009), "Influence of Customer's Responses to Service Recovery in the Context of Service Failure Using a Scenario-Base Experiment, for the Hotel and Family Style Restaurant Industry", Kyunghee University.
- Jo, Y. S.(2007), "A Study on Customer Satisfaction and Service Switching Intentions Through the Justice Perceptions after Service Failures in Airline Companies", Dongguk University.
- Johnston, R.(1994), "Service failure and recovery:Impact,attributes and process", Advances in Service Marketing Management, 4(1), 1-23.
- Ju, Y. H. and Park, O. S.(2006), "Moderating Role of Customer-Firm Relationship Characteristics in Service Failures and Customer Defection Link", Journal of Marketing Science, 27-30.
- Keaveney, S. M.(1995), "Customer switching behavior in service industries: An exploratory study", Journal of Marketing, 50(2), 71-82.
- Kelly, S. W. and Davis, M. A.(1994), "Antecedents to customer expect actions for service recovery", Journal of the Academy of Marketing Science, 22(4) pp.52-61. https://doi.org/10.1177/0092070394221005
- Kim, Y. H.(2004), "According to the service failures's types the effects of the perceived service recovery on the emotional response, the service value and the loyalty in the restaurant : A CIT approach", Sejong University.
- Lee, B. W.(2003), "Influences of satisfaction and behavioral reaction of loyalty on service quality : focus on the moderating effect of personal characteristics on cellular phone user", Yonsei University.
- Lee, J. G.(2006), "A Data Mining Study for the Effects of Customer Reward Program on Customer Loyalty", Dong-A University, Busan.
- Lee, S. H.(2011), "The Effect of Services Recovery Effort on Continuous Use Intention of Internet User : Focusing Mainly on Personal Information Security Exposure", Kyonggi University.
- Lee, Y. J.(2010), "The Impact of Service Failure Severity and Controllability on Service Recovery Satisfaction: Focus on Moderating Effect of Justice", Yeungnam University.
- Lewis, R. C. and Booms, B. H.(1983), "The marketing of service quality", in Emerging Perspectives on Service Marketing, eds., L. Berry, G. Shostack and G. Upah, AMA, Chicago.
- Lim, S. H.(2014), "The impacts of recovery strategies of the service failure types on the customer satisfaction : cases of internet shopping mall", Hanyang University.
- Mattila, A. S.(2001), "The effectiveness of service recovery in a multi-industry setting," Journal of Services Marketing, 15(7), 583-596. https://doi.org/10.1108/08876040110407509
- Miller,J.L.,Craighead,C.W.,Karwan,K.R. (2000), "Service recovery : a framework and empirical investigation", Journal of Operations Management, 18(4), 387-400. https://doi.org/10.1016/S0272-6963(00)00032-2
- Parasuraman, A., Zeithaml, V. A., Berry, L. L.(1985), "A conceptual model of service quality and its implication for future research", Journal of Marketing, 49(4), 41-50. https://doi.org/10.2307/1251430
- Parasuraman, A., Zeithaml, V. A., Berry, L. L.(1991), "Understanding Customer Expectation of Service", Sloan Management Review, 32(1), 39-48.
- Park, E. G.(2003), "The Effects of Justice and Authenticity of Service Recovery on Customer Behavioral Intention -Focusing on the Mediating Effects of Recovery Satisfaction-", Sunchon National University.
- Park, E. G.(2010), "The relationship between customers' brand switch and the quality of recovery process: in high speed internet service market", Kyonghee University Technology Business School.
- Smith, A., Bolton, R. N., Wagner, J.(1999), "A model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, 36(3), 356-372. https://doi.org/10.2307/3152082
- Smith, A. and Bolton, R.(1998), "An experimental investigation of customer reaction to service failure and recovery encounters: Paradox or Peril?", Journal of Service Research, 1(1), 65-81. https://doi.org/10.1177/109467059800100106
- Stauss, B.(1993), "Service problem development: Transformation of problem information into problem prevention activities", International Journal of Service Industry Management, 4(2), 41-62. https://doi.org/10.1108/09564239310037927
- Woo, S. C.(2002), "Effects of reward program characteristics on customer loyalty and profitability", Chonnam National University, Gwang-ju.
- Woo, W.(2012), "A study on the Effect of Online Shopping Mall Service Recovery Strategy on Customer Satisfaction", Kyonggi University.
피인용 문헌
- 서비스 가치가 고객만족에 미치는 영향과 전환장벽의 조절효과 vol.8, pp.4, 2018, https://doi.org/10.18807/jsrs.2018.8.4.089