과제정보
이 논문은 2019년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임 (NRF-2019S1A3A2098438).
참고문헌
- 김나래, 구정희, 김성호, "서비스 실패에서 지각된 공평성이 귀인, 재이용 의도, 추천의도에 미치는 영향에 관한 연구-사교육 서비스를 중심으로," 서비스마케팅저널, 제4권, 제2호, 2011, pp. 47-68.
- 김철원, "코로나 19 위험지각이 호텔 서비스 선택과 만족에 미치는 영향," 관광진흥연구, 제9권, 제1호, 2021, pp. 83-98.
- 문혜영, 문혜선, "레스토랑 기술기반 셀프서비스 사용의도: 다중집단 분석에 의한 TBSS 기술유형 중심으로," 호텔관광연구, 제21권, 제3호, 2019, pp. 161-175.
- 박상철. "그림자노동 차원에서 본 IT 사용자의 비밀번호 변경행동 연구," 정보시스템연구, 제28권, 제2호, 2019, pp. 93-107.
- 손경희, "매체, 소비자, 제품 특성이 지각된 위험과 구매의도에 미치는 영향," 정보시스템연구, 제12권, 제1호, 2003, pp. 117-144.
- 신동식, "패밀리레스토랑 이용고객의 서비스회복 공정성 지각이 고객만족과 신뢰와 재이용에 미치는 영향에 관한 연구: 이용고객의 라이프스타일을 중심으로," 서비스경영학회지, 제7권, 제4호, 2006, pp. 29-57.
- 진수현, 허희영, "항공사 서비스 불공정성에 따른 고객불평행동 연구," 한국항공경영학회지, 제15권, 제5호, 2017, pp. 65-83.
- 최지애, 권오병, "연극작품 연출에서의 정보기술 활용이 관객 재방문의도에 미치는 영향에 관한 실증연구,", 정보시스템연구, 제28권, 제4호, 2019, pp. 223-250.
- Bae, S. Y., and Chang, P. J., "The Effect of Coronavirus Disease-19 (COVID-19) Risk Perception on Behavioural Intention Towards 'Untact'Tourism In South Korea During The First Wave Of The Pandemic (March 2020)," Current Issues in Tourism, Vol. 24, No. 7, 2021, pp. 1017-1035. https://doi.org/10.1080/13683500.2020.1798895
- Brug, J., Aro, A. R., Oenema, A., De Zwart, O., Richardus, J. H., and Bishop, G. D., "SARS Risk Perception, Knowledge, Precautions, And Information Sources, The Netherlands," Emerging infectious diseases, Vol. 10, No. 8, pp. 1486-1489.
- Chen, C. F., and Wang, J. P., "Customer Participation, Value Co-Creation And Customer Loyalty-A Case Of Airline Online Check-In System," Computers in Human Behavior, Vol. 62, 2016, pp. 346-352. https://doi.org/10.1016/j.chb.2016.04.010
- Chew, E. Y. T., and Jahari, S. A., "Destination Image As A Mediator Between Perceived Risks And Revisit Intention: A Case Of Post-Disaster Japan," Tourism management, Vol. 40, 2014, pp. 382-393. https://doi.org/10.1016/j.tourman.2013.07.008
- Collier, J. E., Breazeale, M., and White, A., "Giving Back The "Self" In Self Service: Customer Preferences In Self-Service Failure Recovery," Journal of Services Marketing, 2017, Vol. 31, No. 6, pp. 604-617. https://doi.org/10.1108/JSM-07-2016-0259
- Dabholkar, P. A., and Spaid, B. I., "Service Failure And Recovery In Using Technology-Based Self-Service: Effects On User Attributions And Satisfaction," The Service Industries Journal, Vol. 32, No. 9, 2012, pp. 1415-1432. https://doi.org/10.1080/02642069.2011.600518
- Dunning, A., and Pownall, M., "Dispositional And Situational Attribution Of Covid-19 Risk: A Content Analysis Of Response Typology (Version: 1)," PsyArXiv, 2020.
- El-Said, O. A., and Al Tall, T., "Studying The Factors Influencing Customers' Intention To Use Self-Service Kiosks In Fast Food Restaurants," In Information and Communication Technologies in Tourism 2020, pp. 206-217.
- Feng, W., Tu, R., Lu, T., and Zhou, Z., "Understanding Forced Adoption Of Self-Service Technology: The Impacts Of Users' Psychological Reactance," Behaviour & Information Technology, Vol. 38, No. 8, 2019, pp. 820-832. https://doi.org/10.1080/0144929X.2018.1557745
- Gilbert, D. T., and Malone, P. S., "The Correspondence Bias," Psychological bulletin, Vol. 117, No. 1, 1995, pp. 21-38. https://doi.org/10.1037/0033-2909.117.1.21
- Gourville, John T, "Eager sellers and stony buyers: Understanding the psychology of new-product adoption," Harvard business review, Vol. 84, No. 6, 2006, pp. 98-106.
- Hardgrave, B. C., Davis, F. D., and Riemenschneider, C. K., "Investigating Determinants Of Software Developers' Intentions To Follow Methodologies," Journal of management information systems, Vol. 20, No. 1, 2003, pp. 123-151. https://doi.org/10.1080/07421222.2003.11045751
- Hilton, T., Hughes, T., Little, E., and Marandi, E., "Adopting Self-Service Technology To Do More With Less," Journal of Services Marketing, Vol. 27, No. 1, 2013, pp. 3-12. https://doi.org/10.1108/08876041311296338
- Illich, I., Shadow-Works. Philosophica, 1980.
- Kokkinou, A., and Cranage, D. A., "Using Self-Service Technology To Reduce Customer Waiting Times," International Journal of Hospitality Management, Vol. 33, 2013, pp. 435-445. https://doi.org/10.1016/j.ijhm.2012.11.003
- Lambert, C., Shadow work: The unpaid, unseen jobs that fill your day, Catapult. 2015.
- Lee, W. I., Chiu, Y. T., Liu, C. C., and Chen, C. Y., "Assessing The Effects Of Consumer Involvement And Service Quality In A Self Service Setting," Human Factors and Ergonomics in Manufacturing & Service Industries, Vol. 21, No. 5, 2011, pp. 504-515. https://doi.org/10.1002/hfm.20253
- Lusch, R. F., and Nambisan, S., "Service Innovation," MIS quarterly, Vol. 39, No. 1, 2015, pp. 155-176. https://doi.org/10.25300/MISQ/2015/39.1.07
- Meuter, M. L., Bitner, M. J., Ostrom, A. L., and Brown, S. W., "Choosing Among Alternative Service Delivery Modes: An Investigation Of Customer Trial Of Self-Service Technologies," Journal of marketing, Vol. 69, No. 2, 2005, pp. 61-83.
- Nuelinger, J. To Leisure: An Introduction, Allyn and Bacon, 1981.
- Nijssen, E. J., Schepers, J. J., and Belanche, D., "Why Did They Do It? How Customers' Self-Service Technology Introduction Attributions Affect The Customer-Provider Relationship," Journal of Service Management. 2016, Vol. 27, No. 3, pp. 276-298. https://doi.org/10.1108/JOSM-08-2015-0233
- Peter, J. P., and Ryan, M. J., "An Investigation Of Perceived Risk At The Brand Level," Journal of marketing research, Vol. 13, No. 2, 1976, pp. 184-188. https://doi.org/10.1177/002224377601300210
- Peters, E., and Slovic, P., "The Role Of Affect And Worldviews As Orienting Dispositions In The Perception And Acceptance Of Nuclear Power 1," Journal of applied social psychology, Vol. 26, No. 16, 1996, pp. 1427-1453. https://doi.org/10.1111/j.1559-1816.1996.tb00079.x
- Rahimizhian, S., and Irani, F., "Contactless Hospitality In A Post-Covid-19 World," International Hospitality Review, Vol. 35, No. 2, 2020, pp. 293-304. https://doi.org/10.1108/IHR-08-2020-0041
- Ritzer, G., and Degli Esposti P., "The Increasing And Invisible Impact Of The Working Consumer On Paid Work," The Future of Work, 2021, pp. 75-99.
- Roadburg, Alan., "FReedom And Enjoyment: Disentangling Perceived Leisure," Journal of Leisure Research, Vol. 15, No. 1, 1983, pp. 15-26. https://doi.org/10.1080/00222216.1983.11969537
- Ryoo, S. Y., and Park, S. C., "Antecedents and Consequences of Digital Shadow Work in Mobile Shopping Apps Context," Sustainability, Vol. 13, No. 14, 2021, 7697. https://doi.org/10.3390/su13147697
- Seiders, K., and Berry, L. L., "SErvice Fairness: What It Is And Why It Matters," Academy of Management Perspectives, Vol. 12, No. 2, 1998, pp. 8-20. https://doi.org/10.5465/ame.1998.650513
- Sirdeshmukh, D., Singh, J., and Sabol, B., "Consumer Trust, Value, And Loyalty In Relational Exchanges", Journal of Marketing, Vol. 66, No. 1, 2002, pp. 15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
- Soto-Acosta, P., "Covid-19 Pandemic: Shifting Digital Transformation To A HighSpeed Gear," Information Systems Management, Vol. 37, No. 4, 2020, pp. 260-266. https://doi.org/10.1080/10580530.2020.1814461
- Sjoberg, L., "Worry and risk perception," Risk Analysis, Vol. 18, No. 1, 1998, pp. 85-93. https://doi.org/10.1111/j.1539-6924.1998.tb00918.x
- Turner, T., and Shockley, J., "Creating Shopper Value: Co-Creation Roles, In-Store Self-Service Technology Use, And Value Differentiation," Journal of Promotion Management, Vol. 20, No. 3, 2014, pp. 311-327. https://doi.org/10.1080/10496491.2014.885480
- Wang, C., Harris, J., and Patterson, P. G., "Customer Choice Of Self Service Technology: The Roles Of Situational Influences And Past Experience," Journal of Service Management, Vol. 23, No. 1, 2012, pp. 54-78. https://doi.org/10.1108/09564231211208970
- Weiner, B, "AN Attributional Theory Of Achievement Motivation And Emotion," Psychological review, Vol. 92, No. 4, 1985, pp. 548-573. https://doi.org/10.1037/0033-295X.92.4.548
- Westerman, G., Bonnet, D., and McAfee, A. "The Nine Elements Of Digital Transformation," MIT Sloan Management Review, Vol. 55, No. 3, 2014, pp. 1-6.
- White, A., Breazeale, M., and Collier, J. E., "THe Effects Of Perceived Fairness On Customer Responses To Retailer Sst Push Policies," Journal of Retailing, Vol. 88, No. 2, 2012, pp. 250-261. https://doi.org/10.1016/j.jretai.2012.01.005