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항공사의 서비스 실패 및 회복노력이 서비스 접점의 고객만족에 미치는 영향
The Effects of Service Failure and Recovery on Customer Satisfaction In the Airline Service Encounter 원문보기

한국경영과학회지 = Journal of the Korean Operations Research and Management Science Society, v.29 no.4, 2004년, pp.95 - 116  

김형순 (배재대학교 경영대학 경영학과) ,  김립인 (배재대학교 경영대학 경영학과)

Abstract AI-Helper 아이콘AI-Helper

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of ...

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참고문헌 (30)

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