참고문헌
- Bennington, L., Cummane, J., and Conn, P., “Customer satisfaction and call centers: an Australian study,” International Journal of Service Industry Management, Vol. 11, No. 2, pp. 162-173, 2000. https://doi.org/10.1108/09564230010323723
- Chebat, J., “Silent Voices: Why Some Dissatisfied Consumers Fail to Complain,” Journal of Service Research, Vol. 7, No. 4, pp. 328-342, 2005. https://doi.org/10.1177/1094670504273965
- Cho, K. and Byun, D., “Methodology for selecting happy call customer: a case study,” The Study of Resional Development, Vol. 38, No. 1, pp. 87-104, 2006.
- Cho, S.-H. and Park, K.-H., “An Empirical Study on Enhancing User Satisfaction of Customer Service Information Systems,” The Journal of Society for e-Business Studies, Vol. 18, No. 2, pp. 257-277, 2013. https://doi.org/10.7838/jsebs.2013.18.2.257
- Crawford, A., Plural policing: The mixed economy of visible patrols in England and Wales, The Policy Press, 2005.
- De Waard, J., “The private security industry in international perspective,” European Journal on Criminal Policy and Research, Vol. 7, No. 2, pp. 143-174, 1999. https://doi.org/10.1023/A:1008701310152
- Einwiller, S. A. and Steilen, S., "Handling complaints on social network sites-An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies," Public Relations Review, Vol. 41, No. 2, pp. 195-204, 2015. https://doi.org/10.1016/j.pubrev.2014.11.012
- Farrell, D., “Exit, voice, loyalty, and neglect as responses to job dissatisfaction: A multidimensional scaling study,” Academy of Management Journal, Vol. 26, No. 4, pp. 596-607, 1983. https://doi.org/10.2307/255909
- Fornell, C. and Wernerfelt, B., “A model for customer complaint management,” Management Science, Vol. 7, No. 3, pp. 287-298, 2000.
- Hirschman, A., Exit, Voice and Loyalty: Responses to Decline in Firms, Organization and States, Cambridge, Mass: Harvard University Press, 1970.
- Jones, T. and Newburn, T., Private security and public policing, Oxford: Clarendon Press, 1998.
- Keiningham, T. L., Aksoy, L., Wallin Andreassen, T., Cooil, B., and Wahren, B. J., “Call center satisfaction and customer retention in a co-branded service context,” Managing Service Quality: An International Journal, Vol. 16, No. 3, pp. 269-289, 2006. https://doi.org/10.1108/09604520610663499
- Kim, Y. S. and Jeong, S. R., "Intelligent VOC Analyzing System Using Opinion Mining," Journal of Intelligent Information Systems, Vol. 19, No. 3, pp. 113-125, 2013 https://doi.org/10.13088/jiis.2013.19.3.113
- Kucuk, S., "Consumer exit, voice, and 'power' on the internet," Journal of Research for Consumers, Vol. 15, pp. 1-13, 2008.
- Loader, I., "Private security and the demand for protection in contemporary Britain," Policing and Society: An International Journal, Vol. 7, No. 3, pp. 143-162, 1997. https://doi.org/10.1080/10439463.1997.9964770
- Mozer, M. C., Wolniewicz, R., Grimes, D. B., Johnson, E., and Kaushansky, H., “Predicting subscriber dissatisfaction and improving retention in the wireless telecommunications industry,” Neural Networks, IEEE Transactions, Vol. 11, No. 3, pp. 690-696, 2000. https://doi.org/10.1109/72.846740
- Ng, K. and Liu, H., “Customer retention via data mining,” Artificial Intelligence Review, Vol. 14, No. 6, pp. 569-590, 2000. https://doi.org/10.1023/A:1006676015154
- Park, S. H., Lee, Y. S., and Shin, H. J., "The Impact of Service Failures and Customer Complaints on Financial Performance of the Firm," Journal of the Korean Production and Operations Management Society, Vol. 22, pp. 1-20, 2011
- Rusbult, C. E., Farrell, D., Rogers, G., and Mainous, A. G., “Impact of Exchange Variable on Exit, Voice, Loyalty, and Neglect: An Integrative Model of Responses to Declining Job Satisfaction,” Academy of Management Journal, Vol. 31, No. 3, pp. 599-627, 1988. https://doi.org/10.2307/256461
- Singh, J., “A Typology of Consumer Dissatisfaction Response Styles,” Journal of Retailing, Vol. 66, No. 2, pp. 57-100, 1990.
- Song, H. S., Kim, J. K., Cho, Y. B., and Kim, S. H., “A personalized defection detection and prevention procedure based on the self-organizing map and association rule mining: Applied to online game site,” Artificial Intelligence Review, Vol. 21, No. 2, pp. 161-184, 2004. https://doi.org/10.1023/B:AIRE.0000021067.66616.b0
- Spencer, D., "Employee voice and employee retention," Academy of Management Journal, Vol. 29, No. 3, pp. 488-502, 1986. https://doi.org/10.2307/256220
- Tax, S. S., Brown, S. W., and Chandrashekaran, M., “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, Vol. 62, No. 2, pp. 60-76, 1998. https://doi.org/10.2307/1252161
- Trubik, E. and Smith, M., "Developing a model of customer defection in the Australian banking industry," Managerial Auditing Journal, Vol. 15, No. 5, pp. 199-208, 2000. https://doi.org/10.1108/02686900010339300
- Yeon, J. H., Lee, D. J., Shim, J. H., Lee, S. G., “Product Review Data and Sentiment Analytical Processing Modeling,” The Journal of Society for e-Business Studies, Vol. 16, No. 4, pp. 125-137, 2011. https://doi.org/10.7838/jsebs.2011.16.4.125
- Yu, Y., Kim, Y., Kim, N., and Jeong, S. R., "Predicting the Direction of the Stock Index by Using a Domain‐Specific Sentiment Dictionary," Journal of Intelligence and Information Systems, Vol. 19, No. 1, pp. 92-110, 2013.