AI 본문요약

엑셀 다운로드 AI-Helper

질의응답

참고문헌 (60)

1. 농식품부aT. (2015). 2015년도 식품산업 주요 지표. 

2. Aguilar-Rojas, O., Fandos-Herrera, C., & Flavian-Blanco, C. (2015). What may lead you to recommend and revisit a hotel after a service failure instead of complaining? International Journal of Contemporary Hospitality Management, 27(2), 214-235. 

   상세보기

3. Baek, J. O. (2009). The influences of service recovery strategy on the quality of customer-brand relationship - Focusing on the structural failure of service process on outcome -. Ph.D. Thesis, The Graduate School Kyonggi University. 

4. Bell, C. R., & Zemke, R. E. (1987). Service breakdown: The road to recovery. Management Review, October, 5-32. 

5. Bell, C. R., & Zemke, R. (1990). The performing art of service management. Management Review, 79(7), 42-46. 

6. Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. The Journal of Marketing, 71-84. 

7. Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of customer service on consumer complaining behavior. Journal of Services Marketing, 9(4), 31-42. 

   상세보기

8. Blodgett, J. G., Hill, D. J., & Tax, S. S. (1997). The effects of distributive, procedural, and interactional justice on post complaint behavior. Journal of Retailing, 73(2), 185-210. 

   상세보기

9. Breukel, A., & Go, F. M. (2009). Knowledge-based network participation in destination and event marketing: A hospitality scenario analysis perspective. Tourism Management, 30(2), 184-193. 

   상세보기

10. Byun, G. I., Kim, D. J., & Lee, S. G. (2013). Positive and negative information on family restaurant brands and consumer attitude - Using a scenario technique. Journal of Foodservice Management, 16(4), 119-136. 

11. Cho, S. B. (2008). Influence of high intimacy on customer responses in service recovery efforts: Focusing on hotel restaurants and family style restaurants customers. Journal of Foodservice Management, 11(4), 379-395. 

12. Cho, Y. S. (2009). The influence of the medical service failure and recovery conducted on customer satisfaction and loyalty. Journal of the Aviation Management Society of Korea, 7(3), 117-135. 

13. Cronin, J. J. Jr, & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performancebased and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 125-131. 

14. Coughlan, A. T., Anderson, E., Stern, L. W., & Adel, I. El-Ansary. (2006). Marketing Channels. Upper Saddle River, NJ: Pearson/Prentice Hall. 

15. De Canniere, M. H., De Pelsmacker, P., & Geuens, M. (2010). Relationship quality and purchase intention and behavior: The moderating impact of relationship strength. Journal of Business and Psychology, 25(1), 87-98. 

    상세보기

16. Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 57(2), 11-27. 

17. Emenike, S. U. (2013). The impact of the global financial crisis on entrepreneurship development: A comparative analysis of Europe and Africa between 2004-2011. 

18. Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19. 

    상세보기

19. Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. 

    상세보기

20. Hartline, M. D., & Jones, K. C. (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207-215. 

    상세보기

21. Hoffman, K. D., Kelley, S. W., & Rotalsky, H. M. (1995). Tracking service failures and employee recovery efforts. Journal of Services Marketing, 9(2), 49-61. 

    상세보기

22. Jin, Y. H., & Rye, J. W. (2012). The effect of service quality of coffee through mediating customer satisfaction on revisit intentions - Focused on college students who have used coffee houses -. Journal of Foodservice Management, 15(5), 321-342. 

23. Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers. International Journal of Service Industry Management, 6(5), 53-71. 

    상세보기

24. Johnston, T. C., & Hewa, M. A. (1997). Fixing service failures. Industrial Marketing Management, 26(5), 467-473. 

    상세보기

25. Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 71-82. 

26. Kim, B., Choi, M., & Han, I. (2009). User behaviors toward mobile data services: The role of perceived fee and prior experience. Expert Systems with Applications, 36(4), 8528-8536. 

    상세보기

27. Kim, D. Y.(2011). Effects of justice of wedding service recovery on customer satisfaction, reliance and intention to recommend. Ph. D. Thesis, The Graduate School of Sejong University. 

28. Kim, D. J., & Lee, S. G. (2014). The effect of the servicescape on the customers' cognitive, affective, and conative attitudes in franchise coffee shops. The Korean Journal of Culinary Research, 20(2), 232-245. 

29. Kim, I. M., & Lim, M. S. (2009). Developing effective service recovery tools for service failures. Services Marketing Journal, 2(1), 39-50. 

30. Kim, Y. H. (2009). The effects of failed services on customer's negative emotions and behavior in the restaurant business. The Korean Journal of Culinary, 15(2), 136-149. 

31. 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. Ph. D. Thesis, The Graduate School of Sejong University. 

32. Kim, L. H., Kim, D. J., & Leong, J. K. (2005). The effect of perceived risk on purchase intention in purchasing airline tickets online. Journal of Hospitality & Leisure Marketing, 13(2), 33-53. 

    상세보기

33. 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. Ph. D. Thesis, The Graduate School of Sejong University. 

34. Kotler, P. (1973). The major tasks of marketing management. The Journal of Marketing, 42-49. 

35. Lee, S. G., & Kim, D. J. (2013). The impact of positive and negative information about restaurant brands on consumer attitude: By controlling familiarity of restaurant brands. Journal of Foodservice Management, 16(2), 211-231. 

36. Lee, Y. J., & Park, J. M. (2012). The impact of service failures and recovery satisfaction on relationship commitment, word-of-mouth intention, and switching intention in domestic hypermarkets. Journal of Marketing Studies, 20(2), 29-51. 

37. Mattila, A. S., & Ro, H. (2008). Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting. Journal of Hospitality & Tourism Research, 32(1), 89-107. 

    상세보기

38. Maxham, J. G. (2001). Service recovery's influence on consumer satisfaction, positive wordof-mouth, and purchase intentions. Journal of Business Research, 54(1), 11-24. 

    상세보기

39. Maxham, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239-252. 

    상세보기

40. Naylor, G., & Kleiser, S. B. (2000). Negative versus positive word-of-mouth: An exception to the rule. Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 13, 26-36. 

    상세보기

41. Oh, H. J. (2010). The impact of perceived fairness and emotional reaction according to service failure of food and beverage in hotel influence service recovery. Ph. D. Thesis, The Graduate School Sejong University. 

42. Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. The Journal of Marketing, 21-35. 

43. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50. 

44. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1993). More on improving service quality measurement. Journal of Retailing, 69(1), 140-147. 

    상세보기

45. Park, S. J. (2007). A study of customer responses to service failure and recovery: The role of service provider's recovery effort and customeremployee rapport. Asia Marketing Journal, 9(3), 75-115. 

46. Park, Y. B. (2007). A study on service recovery and customer behavior from service failure. The Korean Journal of Culinary, 13(1), 152-165. 

47. Reichheld, F. F., & Sasser, W. E. (1990). Zero defections: quality comes to services. Harvard Business Review, 68(5), 105. 

48. Schweikhart, S. B., Strasser, S., & Kennedy, M. R. (1993). Service recovery in health services organizations. Journal of Healthcare Management, 38(1), 3. 

49. Seiders, K., & Berry, L. L. (1998). Service fairness: What it is and why it matters. The Academy of Management Executive, 12(2), 8-20. 

    상세보기

50. Seo, J. S. & Kang, M. R. (2008). An empirical study on expectations and achievements affecting performance of service recovery. Journal of the Korean Production and Operations Management Society, 19, 93-121. 

51. Singh, J. (1991). Understanding the structure of consumers' satisfaction evaluations of service delivery. Journal of the Academy of Marketing Science, 19(3), 223-244. 

    상세보기

52. Smith, A. K., & Bolton, R. N. (1998). An experimental investigation of customer reactions to service failure and recovery encounters paradox or peril? Journal of Service Research, 1(1), 65-81. 

    상세보기

53. Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 356-372. 

54. Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15-23. 

    상세보기

55. Susskind, A. M. (2002). I told you so!: Restaurant customers' word-of-mouth communication patterns. Cornell Hospitality Quarterly, 43(2), 75. 

    상세보기

56. Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. The Journal of Marketing, 68-72. 

57. Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations and post-recovery relationships. Journal of Services Marketing, 18(2), 133-146. 

    상세보기

58. Yang, M. (2007). A study on the airlines service recovery. Ph. D. Thesis, The Graduate School of Kyonggi University. 

59. Yoon, S. W., & Hwan, K. M. (2004). Effects of service recovery types on customer relationships: Critical incidents in restaurant services. Journal of Consumer Studies, 15(1), 135-158. 

60. Zemke, R. (1993), The art of service recovery: Fixing broken customers and keeping them on your side. The Service Quality Handbook, American Management Association, New York, NY, 463-76. 

저자의 다른 논문 :

김동진 (23)