References
- CGMC, Will we ever learn? The sad state of customer care in America, Highlights from the 2103 Customer Rage Study, Alexandria, VA: Customer Care Measurement & Consulting, 2013.
- Yves Van Vaerenbergh and C. Orsingher, "Service Recovery: An Integrative Framework and Research Agenda," Academy of Management Perspective, Vol. 30, No. 3, pp. 328-346, 2016. https://doi.org/10.5465/amp.2014.0143
- J. S. Smith, K. R. Karwan, and R. E. Markland, "An Empirical Examination of the Structural Dimensions of the Service Recovery System," Decision Sciences, Vol. 40, No. 1, pp. 165-186, 2009. https://doi.org/10.1111/j.1540-5915.2008.00220.x
- D. E. Bowen and R. Johnston, "Internal Service Recovery: Developing a New Construct," International Journal of Service Industry Management, Vol. 10, No. 1, pp. 118-131, 1999. https://doi.org/10.1108/09564239910264307
- A. K. Smith and R. N. Bolton, "An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?," Journal of Service Research, Vol. 1, No. 1, pp. 65-81, 1998. https://doi.org/10.1177/109467059800100106
- 박의정, 정지아, 유한주, "서비스회복 수행이 서비스 회복 만족, 브랜드 이미지 및 충성도에 미치는 영향에 관한 연구," 서비스경영학회지, 제16권, 제1호, pp. 245-265, 2015.
- C. Boshoff, "A Re-assessment and Refinement of RECOVSAT: An Instrument to Measure Satisfaction with Transaction Specific Service Recovery," Managing Service Quality, Vol. 15, No. 5, pp. 410-425, 2005. https://doi.org/10.1108/09604520510617275
- S. Michel, D. E. Bowen, and R. Johnston, "Why Service Recovery Fails: Tensions among the Customer, Employee and Process Perspectives," Journal of Service Management, Vol. 20, No. 3, pp. 253-273, 2009. https://doi.org/10.1108/09564230910964381
- 최상수, 이관표, "호텔 서비스 실패에 대한 회복공정성이 구전효과에 미치는 영향 연구," 한국콘텐츠학회논문지, 제6권, 제11호, pp. 74-84, 2006.
- J. Ellyawati, M. P. Bernardius, and S. D. Basu, "The Effect of Perceived Justice on Customer Satisfaction in the Service Recovery Context: Testing Mediating Variables," Journal of Service Science, Vol. 5, No. 2, pp. 87-99, 2012. https://doi.org/10.4236/jssm.2012.51011
- K. Gelbrich and H. Roschk, "A Meta-analysis of Organizational Complaint Handling and Customer Responses," Journal of Service Research, Vol. 14, No. 3, pp. 24-43, 2011. https://doi.org/10.1177/1094670510387914
- C. Orsingher, Valentini, and M. de Angelis, "A Meta0analysis of Satisfaction with Complaint Handling in Services," Journal of the Academy of Marketing Science, Vol. 38, No. 2, pp. 169-186, 2010. https://doi.org/10.1007/s11747-009-0155-z
- B. Lariviere, and D. Van den Poel, "Investigating the Post-complaint Period by Means of Survival Analysis," Expert Systems with Applications, Vol. 29, No. 3, pp. 667-677, 2005. https://doi.org/10.1016/j.eswa.2005.04.035
- 이상현, 정용길, "온라인 구전특성이 신뢰, 구전 수용 및 구매의도에 미치는 영향," 한국콘텐츠학회논문지, 제16권, 제9호, pp. 545-559, 2016. https://doi.org/10.5392/JKCA.2016.16.09.545
- J. C. Sweeney, G. N. Soutar, and T. Mazzarol, "The Differences Between Positive And Negative Word-Of-Mouth - Emotion As A Differentiator?," ANZMAC Conference: Consumer Behaviour, 2005.
- R. P. McDonald and H. W. Marsh, "Choosing a Multivariate Model: Noncentrality and Goodness of Fit," Psychological Bulletin, Vol. 107, No. 2, pp. 247255, 1990.
- J. C. Anderson, and D. W. Gerbing, Structural Equation Modeling in Practice: A Recommended Two-step Approach, Psychological Bulletin, Vol. 103, No. 3, pp. 411-423, 1988. https://doi.org/10.1037/0033-2909.103.3.411
- C. Fornell and D. F. Larker, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error," Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50, 1981. https://doi.org/10.2307/3151312
- M. W. Brown and R. Cudeck, "Alternative Ways of Assessing Model Fit," in Testing Structural Equation Models, K. A. Bollen & J. S. Long eds, pp. 136-162, newbury Park, CA: Sage, 1993.
- A. F. Hayes, Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-based Approach, New York, NY: Guliford Press, 2013.
- A. S. Mattila and P. G. Patterson, "Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts," Journal of Service Research, Vol. 6, No. 4, pp. 336-346, 2004. https://doi.org/10.1177/1094670503262947