참고문헌
- 공옥례, 이형재 2007. "금융산업의 충성고객이 서비스실패 상황에서 경험하는 부정적 감정," 소비자학연구 (18:4), pp.215-235
- 김선희, 박종희, 김도일 2016. "서비스실패 상황에서 복구수행이 복구만족을 통하여 전환행동과 부정적 구전에 미치는 영향: 정의 직접효과 및 조절 효과," 마케팅관리연구 (21:3). pp.23-51
- 김지연, 김민경, 최정혜 2015. "오프라인과 온라인 채널상의 기존제품과 신제품의 판매 성과: 경험재에 대한 시계열 분석을 중심으로," 지식경영연구 (16:4), pp.109-132. https://doi.org/10.15813/kmr.2015.16.4.007
- 박승식 2006. "항공사 서비스요인이 승객 애호도에 미치는 영향 연구," 관광경영학연구 (10:2), pp.47-71.
- 박진영 1999. "항공서비스의 서비스품질과 고객 만족이 고객충성도에 미치는 영향," 박사학위논문 대구대학교 대학원, pp.104-166.
- 서문식, 조상리 2006. "서비스 접점에서 발생한 부정적 감정이 고객의 관계단절행동에 미치는 영향," 한국마케팅관리학회 (11:2), pp.55-80.
- 성형석, 한상린 2010. "서비스 실패 시 고객의 자기조절모드가 부정적 감정 및 반응에 미치는 영향에 관한 연구: 사후가정사고, 후회감, 실망감 및 고객만족의 매개효과를 중심으로," 소비문화연구 (13:4), pp.105-128.
- 이경모, 박승식 2007. "항공사 서비스 요인이 승객 이미지에 미치는 영향 연구: 타이항공사를 중심으로," 관광연구 (21:3), pp.5-22.
- 이유재, 차문경 2005. "부정적 소비감정의 선행요인과 결과변수에 대한연구," 소비자학연구 (16:4), pp.103-127.
- 이원준, 하대용 2016. "서비스 실패의 특성요인과 고객용서 : 항공서비스 관점을 중심으로" 한국항공경영학회(14:4), pp35-56.
- 전인욱, 강현모, 강영선, 이은형 2016. "금융서비스 실패가 소비자의 부정적 감정과 행동반응에 미치는 영향", 한국경영과학회 (41:1), pp.1-19. https://doi.org/10.7737/JKORMS.2016.41.1.001
- 정의현, 강현모 2016. "서비스 회복전략이 고객 만족도에 미치는 영향 : 고객 접촉수준의 조절효과를 중심으로", 한국상품학회 (34:3), pp.55-65.
- 지현정 2001. "우리나라 항공사의 서비스품질 평가에 관한 연구," 박사학위논문 세종대학교 대학원, pp.88.
- Barbara, R . Lewis and Emma Clacher 2001. "Service Failure and Recovery in UK Theme Parks: The Employees' Perspective," International Journal of Contemporary Hospitality Management (13), pp.166-176. https://doi.org/10.1108/09596110110389458
- Bell, Davis E. 1985. "Disappointment in Decision Making Under Uncer tainty," Operational Research (33) pp.1-27. https://doi.org/10.1287/opre.33.1.1
- Bitner, Mary Jo 1990. "Evaluating Service Encounters* The Effects of Physical Surroundings and Employee Responses," Journal of Marketing (54), pp.69-82. https://doi.org/10.1177/002224299005400206
- Darby, M.R . and Karni, E. 1973. "Free competition and the optimum amount of fraud," Journal of Law & Economics (16), pp.67-86. https://doi.org/10.1086/466756
- Davies, B., Baron, S., Gear, T. and Read, M. 1999. "Measuring and managing service quality," Marketing Intelligence & Planning (17) pp.33-40. https://doi.org/10.1108/02634509910253795
- Folks, Valerie S. and Barbara Kotsos 1984. "Consumer Reactions to Product Failure: An Attributional approach," Journal of Consumer Research (10), pp.398-409. https://doi.org/10.1086/208978
- Folks, Valerie S. 1988. "Recent Attribution Research in Consumer Behavior: A Review and New Directions," Journal of Consumer Research, (14), pp.548-565. https://doi.org/10.1086/209135
- Frijda, N.H., Kuipers, P., and E. Schure 1989. "Relations among the Emotions, Appraisal and Emotional Action Readiness," Journal of Personality and Social Phychology (57), pp.212-228. https://doi.org/10.1037/0022-3514.57.2.212
- Heskett, J. L., Sasser, Jr. E., and Hart, C. W. L. 1990. "Service Breakthroughs: Changing the Rules of the Game," New York: The Free Press.
- Heider, F. 1958. "The Psychdogy of Interpersonal Relations," New York: Wiley.
- Keaveney, Susan M. 1995. "Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing (59), pp.71-82. https://doi.org/10.1177/002224299505900206
- Kelly, Scott W. and Mark A. Davis 1994. "Antecedents to Customer Expectations for Service Recovery." Journal of the Academy of Marketing Science (22:1), pp.52-61. https://doi.org/10.1177/0092070394221005
- Landman, J. 1987. "Regret and Elation Following Action and Inaction," Personality and Sodal Psychology Bulletin (13:4), pp.524-536. https://doi.org/10.1177/0146167287134009
- Loomes, Graham and Robert Sudgen 1982. "Regret Theory: An Alternative Theory of Rational Choice under Uncertainty," The Economic Journal (92), pp.805-824. https://doi.org/10.2307/2232669
- Maute M. and W.R. Forester 1993. "The Structure and Determinant of Consumer Complaint Intentions and Behavior," Journal of Economic Psychology (14:3), pp.219-247. https://doi.org/10.1016/0167-4870(93)90001-2
- Mirjam Galetzka, Joost W.M. Verhoeven and Ad Th.H Pruyn 2006. "Service validity and service reliability of search, experience and credence services: A scenario study," International Journal of Service Industry Management (17:3), pp.271-283. https://doi.org/10.1108/09564230610667113
- Mitra, K., Reiss, M.C. and Capella, L.M. 1999. "An examination of perceived risk, information search and behavioral intentions in search," Journal of Services Marketing (13), pp.208-28. https://doi.org/10.1108/08876049910273763
- Nelson, P. 1970. "Information and consumer behavior," Journal of Political Economy (77), pp.311-29.
- Niedenthal, P Tangney, J.P & I. Gavanski 1994. "If Only I Weren't versus If Only I Hadn't: Distinguishing Shame and Guilt in Counterfactual Thinking," Journal of Personality and Social Psychology (67), pp.585-595. https://doi.org/10.1037/0022-3514.67.4.585
- Oliver Richard L. 1997. "Satisfaction: A Behavioral Perspective on the Consumer," New York McGraw-Hill.
- Ostrom, A. and Iacobucci, D. 1995. "Consumer trade-offs and the evaluation of services," Journal of Marketing (59), pp.17-28. https://doi.org/10.1177/002224299505900102
- Powpaka, S. 1996. "The role of outcome quality as a determinant of overall service quality in different categories of services industries: an empirical investigation," Journal of Services Marketing (10), pp.5-25. https://doi.org/10.1108/08876049610114230
- Singh J. and Robert E. Widing 1991. "What Occurs Once Customer Complain? A Theoretical Model of Understanding Satisfaction/Dissatisfaction Outcomes of Complaint Responses," European Journal of Marketing (25:5), pp.30-47. https://doi.org/10.1108/03090569110140489
- Sudgen, R. 1985. "Regret, Recrimination and Rationality," Theory and Decision (19:1), pp.77-99. https://doi.org/10.1007/BF00134355
- van Dijk, W. W., M. Zeelenberg, and J. van der Pligt 1999. "Not Having What You Want versus Having What You do not Want: The Impact of Type of Negative Outcome on the Experience of Disappointment and Related Emotions," Cognition and Emotion (13), pp.129-148. https://doi.org/10.1080/026999399379302
- van Dijk, W. W., M. Zeelenberg, and J. van der Pligt 2003. "Blessed are Those Who Expect Nothing: Lowering Expectations as a way of Avoiding Disappointment," Journal of Economic Psychology (24:4), pp.505-516. https://doi.org/10.1016/S0167-4870(02)00211-8
- Weiner, B. 1985. "Spontaneous' Causal Thinking," Psychological Bulletin (97:1), pp.74-84. https://doi.org/10.1037/0033-2909.97.1.74
- White, Clauda Audria 1994. "The attribute of Customer Research in the Airline Industry," Ph. D. Dissertation United States International University , pp.102.
- Zeelenberg, Marcel, Wilco W. van Dijk, Antony S.R. Manstead 1998. "Reconsidering the Relation between Regret and Responsibility," Organizational Behavior and Human Decision Progresses (75:3), pp.254-272.
- Zeelenberg, Marcel and Rik Peters 1999. "On Service Delivery that Might Have Been, Behavioral Responses to Disappointment and Regeret," Journal of Service Research (2), pp.86-97. https://doi.org/10.1177/109467059921007
- Zeelenberg, M. and R. Peters 2004. "Beyond valence in customer dissatisfaction: a review and new findings on behavioral responses to regret and disappointment in failed services," Journal of Business Research (57:4), pp.445-455. https://doi.org/10.1016/S0148-2963(02)00278-3
- Zeithaml VA., L. L. Berry and A. Parasuraman 1996. " The Behavioral Consequences of Service Quality," Journal of Marketing (60:2), pp.31-46. https://doi.org/10.2307/1251886
피인용 문헌
- 온라인 금융 상담 서비스에서 이모티콘 사용이 서비스 사용의도에 미치는 영향: 상담원 유형과 주관적 금융지식의 조절 효과 vol.20, pp.4, 2017, https://doi.org/10.15813/kmr.2019.20.4.006
- 관계 품질과 귀인이 서비스 복구 기대와 구전에 미치는 영향 vol.9, pp.4, 2019, https://doi.org/10.18807/jsrs.2019.9.4.097