1 |
Lee, Y. J.(2010), "The Impact of Service Failure Severity and Controllability on Service Recovery Satisfaction: Focus on Moderating Effect of Justice", Yeungnam University.
|
2 |
Lewis, R. C. and Booms, B. H.(1983), "The marketing of service quality", in Emerging Perspectives on Service Marketing, eds., L. Berry, G. Shostack and G. Upah, AMA, Chicago.
|
3 |
Lim, S. H.(2014), "The impacts of recovery strategies of the service failure types on the customer satisfaction : cases of internet shopping mall", Hanyang University.
|
4 |
Mattila, A. S.(2001), "The effectiveness of service recovery in a multi-industry setting," Journal of Services Marketing, 15(7), 583-596.
DOI
|
5 |
Miller,J.L.,Craighead,C.W.,Karwan,K.R. (2000), "Service recovery : a framework and empirical investigation", Journal of Operations Management, 18(4), 387-400.
DOI
|
6 |
Parasuraman, A., Zeithaml, V. A., Berry, L. L.(1985), "A conceptual model of service quality and its implication for future research", Journal of Marketing, 49(4), 41-50.
DOI
|
7 |
Parasuraman, A., Zeithaml, V. A., Berry, L. L.(1991), "Understanding Customer Expectation of Service", Sloan Management Review, 32(1), 39-48.
|
8 |
Park, E. G.(2003), "The Effects of Justice and Authenticity of Service Recovery on Customer Behavioral Intention -Focusing on the Mediating Effects of Recovery Satisfaction-", Sunchon National University.
|
9 |
Park, E. G.(2010), "The relationship between customers' brand switch and the quality of recovery process: in high speed internet service market", Kyonghee University Technology Business School.
|
10 |
Smith, A., Bolton, R. N., Wagner, J.(1999), "A model of customer satisfaction with service encounters involving failure and recovery", Journal of Marketing Research, 36(3), 356-372.
DOI
|
11 |
Smith, A. and Bolton, R.(1998), "An experimental investigation of customer reaction to service failure and recovery encounters: Paradox or Peril?", Journal of Service Research, 1(1), 65-81.
DOI
|
12 |
Stauss, B.(1993), "Service problem development: Transformation of problem information into problem prevention activities", International Journal of Service Industry Management, 4(2), 41-62.
DOI
|
13 |
Woo, S. C.(2002), "Effects of reward program characteristics on customer loyalty and profitability", Chonnam National University, Gwang-ju.
|
14 |
Woo, W.(2012), "A study on the Effect of Online Shopping Mall Service Recovery Strategy on Customer Satisfaction", Kyonggi University.
|
15 |
Gronroos, C.(1984), "A service quality model and its marketing implications," European Journal of marketing, 18(4), 36-44.
DOI
|
16 |
Gronroos, C.(1988), "Service quality : The six criteria of good perceived service quality", Review of Business, 9(4), 148-156.
|
17 |
Hart, C. W., Heskett, J. L., Sasser, W. E. Jr.(1990), "The profitable art of service recovery", Harvard Business Review, 68(4), 148-156.
|
18 |
Hoffman, K. D., Kelly, S. W., Rotalsky, H. M.(1995), "Tracking service failures and employee recovery efforts", Journal of Service Marketing, 9(2), 49-61.
DOI
|
19 |
Jo, S. B.(2009), "Influence of Customer's Responses to Service Recovery in the Context of Service Failure Using a Scenario-Base Experiment, for the Hotel and Family Style Restaurant Industry", Kyunghee University.
|
20 |
Jo, Y. S.(2007), "A Study on Customer Satisfaction and Service Switching Intentions Through the Justice Perceptions after Service Failures in Airline Companies", Dongguk University.
|
21 |
Johnston, R.(1994), "Service failure and recovery:Impact,attributes and process", Advances in Service Marketing Management, 4(1), 1-23.
|
22 |
Ju, Y. H. and Park, O. S.(2006), "Moderating Role of Customer-Firm Relationship Characteristics in Service Failures and Customer Defection Link", Journal of Marketing Science, 27-30.
|
23 |
Lee, B. W.(2003), "Influences of satisfaction and behavioral reaction of loyalty on service quality : focus on the moderating effect of personal characteristics on cellular phone user", Yonsei University.
|
24 |
Lee, J. G.(2006), "A Data Mining Study for the Effects of Customer Reward Program on Customer Loyalty", Dong-A University, Busan.
|
25 |
Lee, S. H.(2011), "The Effect of Services Recovery Effort on Continuous Use Intention of Internet User : Focusing Mainly on Personal Information Security Exposure", Kyonggi University.
|
26 |
Kim, Y. H.(2004), "According to the service failures's types the effects of the perceived service recovery on the emotional response, the service value and the loyalty in the restaurant : A CIT approach", Sejong University.
|
27 |
Bell, C. and Zemke, R.(1987), "Service break down : The road to recovery", Management Review, 76(10), 32-35.
|
28 |
Berry, L. L., Conant, J. S., Parasuraman A.,(1991), "A Framework for Conducting a Services Marketing Audit", Journal of Academy of Marketing Science, 19(3), 32-52.
|
29 |
Keaveney, S. M.(1995), "Customer switching behavior in service industries: An exploratory study", Journal of Marketing, 50(2), 71-82.
|
30 |
Kelly, S. W. and Davis, M. A.(1994), "Antecedents to customer expect actions for service recovery", Journal of the Academy of Marketing Science, 22(4) pp.52-61.
DOI
|
31 |
Bitner, M. J., Booms, B. H., Tetreault, M. S.(1990), "The service encounter: diagnosing favorable and unfavorable incidents", Journal of Marketing, 54(1), 71-84.
DOI
|