1 |
Mano, H. and Oliver, R. L., "Assessing the dimensionality and structure of the consumption experience : Evaluation, feeling, and satisfaction", Journal of Consumer Research, Vol. 20, No. 3, 1993, pp. 451-466.
DOI
|
2 |
Mattila, A. S., "The effectiveness of service recovery in a multi-industry setting", Journal of Services Marketing, Vol. 15, No. 7, 2001, pp. 583-596.
DOI
|
3 |
Maxham III, J. G. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions", Journal of Business Research, Vol. 54, No. 1, 2001, pp. 11-24.
DOI
|
4 |
Maxham III, J. G. and Netemeyer, R. G., "Modeling customer perceptions of complaint handling over time : the effects of perceived justice on satisfaction and intent", Journal of Retailing, Vol. 78, No. 4, 2002, pp. 239-252.
DOI
|
5 |
Mehrabian, A. and Russell, J. A., An approach to environmental psychology, Cambridge, MA : MIT Press, 1974.
|
6 |
Menon, K. and Dube, L., "Ensuring greater satisfaction by engineering salesperson response to customer emotions", Journal of Retailing, Vol. 76, No. 3, 2000, pp. 285-307.
DOI
|
7 |
Oliver, R. L., Satisfaction : A behavioral perspective on the consumer, New York : McGraw-Hill, 1997.
|
8 |
Palmer, A., Beggs, R., and Keown-Mc-Mullan, C., "Equity and revisit intent", Journal of Services Marketing, Vol. 14, No. 6, 2002, pp. 513-528.
DOI
|
9 |
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, No. 4, 1985, pp. 41-50.
DOI
|
10 |
Pervin, L. A. and John, O. P., Handbook of personality : Theory and research, Amsterdam : Elsevier, 1999.
|
11 |
Piercy, N. and Archer-Brown, C., "Online service failure and propensity to suspend offline consumption", Service Industries Journal, Vol. 34, No. 8, 2014, pp. 659-676.
DOI
|
12 |
Roschk, H. and Gelbrich, K., "Identifying appropriate compensation types for service failures : A meta-analytic and experimental analysis", Journal of Service Research, Vol. 17, No. 2, 2014, pp. 195-211.
DOI
|
13 |
Quester, P. and Lim, A. L., "Product involvement/brand loyalty : Is there a link?," The Journal of Product and Brand Management, Vol. 12, No. 1, 2003, pp. 22-36.
DOI
|
14 |
Rampell, A. "Why Online2Offline commerce is a trillion dollar opportunity", Techcruch, 2010.
|
15 |
Reis, J., Amorim, M., and Melao, N., "Multichannel service failure and recovery in a O2O era : A qualitative multi-method research in the banking services industry", International Journal of Production Economics, In Press.
|
16 |
Scher, S. J. and Heise, D. R., "Affect and the perception of injustice", Advances in Group Processes, Vol. 10, 1993, pp. 223-252.
|
17 |
Sherman, E., Mathur, A., and Smith, R. B., "Store environment and consumer purchase behavior : Mediating role of consumer emotions", Psychology and Marketing, Vol. 14, No. 4, 1997, pp. 361-378.
DOI
|
18 |
Smith, A. K. and Bolton, R. N., "The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments", Journal of the Academy of Marketing Science, Vol. 30, No. 1, 2002, pp. 5-23.
DOI
|
19 |
Smith, A. K., Ruth, B. N., and Wagner, J., "A model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, Vol. 36, No. 3, 1999, pp. 356-372.
DOI
|
20 |
Smith, K., Bolton, N., and Wagner, J., "A model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, Vol. 36, 1999, pp. 356-372.
DOI
|
21 |
Platum, Report of 2017 Annual domestic start-up investment trend, Platum Inc., 2018.
|
22 |
Turley, L. W. and Fugate, D. L., "The multidimensional nature of service facilities", Journal of Services Marketing, Vol. 6, No. 3, 1992, pp. 37-45.
DOI
|
23 |
Son, Y., "Customer satisfaction in name only corrodes the business", Platum, 2018.
|
24 |
Sousa, R. and Amorim, M., "A framework for the design of multichannel services", Project for the Foundation for Science and Technology, under grant number PTDC/GES/68139/2006, 2009.
|
25 |
Sparks, B. A. and McColl-Kennedy, J. R., "Justice strategy options for increased customer satisfaction in a service recovery setting", Journal of Business Research, Vol. 54, No. 3, 2001, pp. 209-218.
DOI
|
26 |
Wallace, D. W., Giese, J. L., and Johnson, J. L., "Customer retailer loyalty in the context of multiple channel strategies", Journal of Retailing, Vol. 80, No. 4, 2004, pp. 249-263.
DOI
|
27 |
Weiner, B., "An atributional theory of achievement motivation and emotion", Psychological Review, Vol. 92, No. 4, 1985, pp. 548-573.
DOI
|
28 |
Weiss, H. M., Suckow, K., and Cropanzano, R., "Effects of justice conditions on discrete emotions", Journal of Applied Psychology, Vol. 84, No. 5, 1999, pp. 786-794.
DOI
|
29 |
Wirtz, J. and Mattila, A. S., "Consumer responses to compensation, speed of recovery and apology after a service failure", International Journal of Service Industry Management, Vol. 15, No. 2, 2004, pp. 150-166.
DOI
|
30 |
Westbrook, A. and Oliver, L., "The dimensionality of consumption emotion patterns and consumer satisfaction", Journal of Consumer Research, Vol. 18, 1991, pp. 84-91.
DOI
|
31 |
Yoo, C. J., Park, J. H., and MacInnis, D. J., "Effects of store characteristics and instore emotional experience on store attitude", Journal of Business Research, Vol. 42, No. 3, 1998, pp. 253-263.
DOI
|
32 |
Zajonc, R. B., "Emotion and facial efference : A theory reclaimed", Science, Vol. 228, No. 4695, 1985, pp. 15-21.
DOI
|
33 |
Blodgett, J. G., Hill, D. J., and Tax, S. S., "The effects of distributive, procedural, and interactional Justice on postcomplaint behavior", Journal of Retailing, Vol. 73, No. 2, 1997, pp. 185-210.
DOI
|
34 |
Zuckerman, M., Behavioral expressions and biosocial bases of sensation seeking, New York : Cambridge University Press, 1994.
|
35 |
Adams, J. S., "Toward an understanding of inequity", Journal of Abnormal and Social Psychology, Vol. 67, 1963, pp. 422-436.
DOI
|
36 |
Antil, J. H., "Conceptualization and operationalization of involvement", Advances in Consumer Research, Vol. 11, 1984, pp. 203-209.
|
37 |
Armour, M. P. and Umbreit, M. S., The paradox of forgiveness in restorative justice. Handbook of Forgiveness, New York : Brunner-Routledge, 2005.
|
38 |
Bambauer-Sachse, S. and Rabeson, L., "Service recovery for moderate and high involvement services", Journal of Service Marketing, Vol. 29, No. 5, 2015, pp. 331-343.
DOI
|
39 |
Bergenwall, M., An overview of emotion theory : Incorporating the concept of emotion into service quality Research, Swedish School of Economics and Business Administration, 1998.
|
40 |
Bitner, M. J., "Servicescapes : The impact of physical surroundings on customers and employees", Journal of marketing, Vol. 56, No. 2, 1992, pp. 57-71.
DOI
|
41 |
Broderick, A. and Mueller, R., "A theoretical and empirical exegesis of the consumer involvement construct : the psychology of the food shopper," Journal of Marketing Theory and Practice, Vol. 7, No. 4, 1999, pp. 97-108.
DOI
|
42 |
Burggaraaff, M. and Urda, B., Four Digital Enablers, Boston Consulting Group, 2015.
|
43 |
De Ruyter, K. and Wetzels, M., "Customer Equity Considerations in Service Recovery : A Cross-industry Perspective," International Journal of Service Industry Management, Vol. 11, No. 1, 2000, pp. 91-108.
DOI
|
44 |
Chebat, J. C. and Slusarczyk, W., "How emotions mediate the effects of perceived justice on loyalty in service recovery situation : An empirical study", Journal of Business Research, Vol. 58, No. 5, 2005, pp. 664-673.
DOI
|
45 |
Chiu, C.-N., Wang, E. T., Fang, Y.-H., and Huang, H.-Y., "Understanding customers' repeat purchase intentions in B2C e-commerce : The roles of utilitarian value, hedonic value and perceived risk", Information Systems Journal, Vol. 24, No. 1, 2012, pp. 85-114.
DOI
|
46 |
Choi, S.-H. and Park, K. M., "A study on determinants of growth of social commerce : Roles of social media and customer", Journal of the Korean Operations Research and Management Science Society, Vol. 38, No. 3, 2013, pp. 71-86.
DOI
|
47 |
Collie, T. A., Sparks, B., and Bradley, G., "Investing in interactional justice : A study of the fair process effect within a hospitality failure context", Journal of Hospitality and Tourism Research, Vol. 24, No. 4, 2000, pp. 448-472.
DOI
|
48 |
Cronin, Jr. J. J., Brady, M. K., and Hult, G. T. M., "Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments," Journal of Retailing, Vol. 76, No. 2, 2000, pp. 193-218.
DOI
|
49 |
Donovan, R. J. and Rossiter, J. R., "Store atmosphere : An environmental psychology approach," Journal of Retailing, Vol. 58, 1982, pp. 34-57.
|
50 |
Donovan, R. J., Rossiter, J. R., Marcoolyn, G., and Nesdale, A., "Store atmosphere and purchase behavior", Journal of Retailing, Vol. 70, No. 3, 1994, pp. 283-294.
DOI
|
51 |
Homans, G. C., Social behavior : Its elementary forms, New York : Harcourt Brace Jovanovich, 1974.
|
52 |
Fan, Y.-W., Wu, C.-C., and Wu, W.-T., "The impacts of online retailing service recovery and perceived justice on consumer loyalty", International Journal of Electronic Business Management, Vol. 8, No. 3, 2010, pp. 239-249.
|
53 |
Goodwin, C. and Ross, I., "Consumer responses to service failures : Influences of procedural and interactional fairness perceptions", Journal of Business Research, Vol. 25, No. 2, 1992, pp. 149-163.
DOI
|
54 |
Hart, C. W. L., Heskett, J. L., and Sasser, W. E. Jr., "The profitable art of service recovery", Harvard Business Review, Vol. 68, No. 4, 1990, pp. 148-156.
|
55 |
Hansen, G., "Experience and emotion in empirical translation research with thinkaloud and retrospection", Meta : journal des traducteurs/Meta : Translators' Journal, Vol. 50, No. 2, 2005, pp. 511-521.
DOI
|
56 |
Hegtvedt, K. A. and Killian, C., "Fairness and emotions : Reactions to the process and outcomes of negotiations", Social Forces, Vol. 78, No. 1, 1999, pp. 269-303.
DOI
|
57 |
Hwang, J., "O2O, to On-Demand Economy beyond commerce," DigiEcho, 2015.
|
58 |
Johnston, R., "Service failure and recovery : Impact attributes and process", Advance in Service Marketing and Management, Vol. 4, 1995, pp. 211-228.
|
59 |
Karatepe, O. M., "Customer complaints and organizational responses : The effects of complaints' perceptions of justice on satisfaction and loyalty", International Journal of Hospitality Management, Vol. 25, No. 1, 2006, pp. 69-90.
DOI
|
60 |
Kim, J. and Park, S., "Pricing behavior on O2O portals : A case study of the accommodations business", International Telecommunications Policy Review, Vol. 23, No. 4, 2016, pp. 53-79.
|
61 |
Lee, J., "The effects of service justice on customer's emotional response, purchase intention and switching intention in restaurant", Journal of Tourism and Leisure Research, Vol. 21, No. 3, 2009, pp. 87-108.
|
62 |
Koza, K. L. and Dant, R. P., "Effects of relationship climate, control mechanism, and communications on conflict resolution behavior and performance outcomes", Journal of Retailing, Vol. 83, No. 3, 2007, pp. 279-296.
DOI
|
63 |
Kwahk, K.-Y. and Si, S., "Examining the moderating effect of involvement in the internet purchase decision process", Asia Pacific Journal of Information Systems, Vol. 18, No. 2, 2008, pp. 15-40.
|
64 |
Kwon, Y., Park, J. S., Yi, H. G., and Kim, S. Y., "An empirical study on the effect of perceived justice to service recovery satisfaction", Journal of Korea Service Management Society, Vol. 9, No. 3, 2008, pp. 1-24.
|
65 |
Kwon, Y. J., "Put O2O on customer services", Computer World, April 01, 2016.
|
66 |
Larsen, R. J., Diener, E., and Emmons, R. A., "Affect intensity and reactions to daily life events", Journal of Personality and Social Psychology, Vol. 51, No. 4, 1986, pp. 803-814.
DOI
|
67 |
Lee, J., "The trend of O2O commerce based on IoT", Institute of Information and Communications Technology Planning and Evaluation, 2017.
|
68 |
Lee, M. and Cunningham, L. F., "A cost/benefit approach to understanding service loyalty", Journal of Services Marketing, Vol. 15, No. 2, 2001, pp. 113-130.
DOI
|
69 |
Lind, E. A. and Tyler, T. R., The social psychology of procedural justice, New York : The Plenun Press, 1988.
|
70 |
MacKinnon, N. J., Symbolic interactionism as affect control, Albany, NY : State University of New York Press, 1994.
|
71 |
Machleit, K. A. and Mantel, S. P., "Emotional response and shopping satisfaction : Moderating effects of shopper attributions", Journal of Business Research, Vol. 54, 2001, pp. 97-106.
DOI
|