참고문헌 (63)

1. Anderson, James C., Gerbing, David W.. Structural equation modeling in practice: A review and recommended two-step approach.. Psychological bulletin, vol.103, no.3, 411-423.

   상세보기

2. Bagozzi, R. P., Gopinath, M., Nyer, P. U.. The Role of Emotions in Marketing. Journal of the Academy of Marketing Science, vol.27, no.2, 184-206.

   상세보기

3. Bagozzi, Richard P., Yi, Youjae. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, vol.16, no.1, 74-94.

   상세보기

4. Bamford, David, Xystouri, Tatiana. A case study of service failure and recovery within an international airline. Managing service quality, vol.15, no.3, 306-322.

   상세보기

5. An information processing theory of consumer choice Bettman J. R. 1979 

6. Bonifield, Carolyn, Cole, Catherine. Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing letters, vol.18, no.1, 85-99.

   상세보기

7. Breivik, Einar, Thorbjørnsen, Helge. Consumer brand relationships: an investigation of two alternative models. Journal of the Academy of Marketing Science, vol.36, no.4, 443-472.

   상세보기

8. Structural equation modeling with LISREL, PRELIS and SIMPLIS: Basic concepts, applications and programming Byrne B. M. 1998 

9. Structural equation modeling with AMOS: Basic concepts, applications, and programming Byrne B. M. 2001 

10. Carlsson, Fredrik, Löfgren, Åsa. Airline choice, switching costs and frequent flyer programmes. Applied economics, vol.38, no.13, 1469-1475.

    상세보기

11. Carlzon, J. (1987). Moments of truth (p. viii). Cambridge, MA: Ballinger Publishing. 

12. Díaz, Ana B. Casado, Ruíz, Francisco J. Más. The consumer's reaction to delays in service. International journal of service industry management, vol.13, no.2, 118-140.

    상세보기

13. Chandrashekaran, Rajesh, Grewal, Dhruv. Assimilation of advertised reference prices: the moderating role of involvement. Journal of retailing, vol.79, no.1, 53-62.

    상세보기

14. Chang, Y.H., Chen, F.Y.. Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan. Journal of air transport management, vol.13, no.2, 104-109.

    상세보기

15. Chang, Y.W., Chang, Y.H.. Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services. Journal of air transport management, vol.16, no.6, 340-342.

    상세보기

16. Chen, C.F., Chang, Y.-Y. Airline brand equity, brand preference, and purchase intentions-The moderating effects of switching costs. Journal of air transport management, vol.14, no.1, 40-42.

    상세보기

17. Transportation Journal Chen C. F. 24 49 1 2010 10.5325/transportationj.49.1.0024 

    상세보기

18. Cheng, J.-H., Chen, F.-Y., Chang, Y.-H.. Airline relationship quality: An examination of Taiwanese passengers. Tourism management, vol.29, no.3, 487-499.

    상세보기

19. Choi, S., Mattila, A.S.. Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of business research, vol.61, no.1, 24-30.

    상세보기

20. Chylinski, Matthew, Chu, Anna. Consumer cynicism: antecedents and consequences. European journal of marketing, vol.44, no.6, 796-837.

    상세보기

21. Managing quality Dale B. 2003 4 

22. Folkes, Valerie S.. Consumer Reactions to Product Failure: An Attributional Approach. The Journal of consumer research, vol.10, no.4, 398-409.

    상세보기

23. Folkes, Valerie S.. Recent Attribution Research in Consumer Behavior: A Review and New Directions. The Journal of consumer research, vol.14, no.4, 548-565.

    상세보기

24. Folkes, Valerie S., Koletsky, Susan, Graham, John L.. A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport. The Journal of consumer research, vol.13, no.4, 534-539.

    상세보기

25. 10.2307/1252129 

    

26. 10.2307/3151312 

    

27. Journal of Applied Business Research Forrest W. R. 1 17 1 2001 

28. Fournier, Susan. Consumers and Their Brands: Developing Relationship Theory in Consumer Research. The Journal of consumer research, vol.24, no.4, 343-373.

    상세보기

29. Grégoire, Yany, Fisher, Robert J.. The effects of relationship quality on customer retaliation. Marketing letters, vol.17, no.1, 31-46.

    상세보기

30. Ha, J., Jang, S.(.. Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International journal of hospitality management, vol.28, no.3, 319-327.

    상세보기

31. Multivariate data analysis Hair J. F. 1998 

32. Han, H., Back, K.J., Barrett, B.. Influencing factors on restaurant customers' revisit intention: The roles of emotions and switching barriers. International journal of hospitality management, vol.28, no.4, 563-572.

    상세보기

33. Han, Heesup, Kim, Wansoo, Hyun, Sunghyup Sean. Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International journal of hospitality management, vol.30, no.3, 619-629.

    상세보기

34. Han, Heesup, Ryu, Kisang. Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants : The Moderating Role of Switching Costs. Cornell hospitality quarterly, vol.53, no.2, 96-109.

    상세보기

35. Jr, Ronald L. Hess. The impact of firm reputation and failure severity on customers' responses to service failures. The journal of services marketing, vol.22, no.5, 385-398.

    상세보기

36. Hess, R. L., Ganesan, S., Klein, N. M.. Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction. Journal of the Academy of Marketing Science, vol.31, no.2, 127-145.

    상세보기

37. 10.1002/(SICI)1520-6793(200004)17:4<345::AID-MAR5>3.0.CO;2-M 

    상세보기

38. Hwang, Jinsoo, Hyun, Sunghyup Sean. The Antecedents and Consequences of Brand Prestige in Luxury Restaurants. Asia Pacific journal of tourism research, vol.17, no.6, 656-683.

    상세보기

39. Jones, Michael A, Mothersbaugh, David L, Beatty, Sharon E. Switching barriers and repurchase intentions in services. Journal of retailing, vol.76, no.2, 259-274.

    상세보기

40. Jones, Michael A., Reynolds, Kristy E., Mothersbaugh, David L., Beatty, Sharon E.. The Positive and Negative Effects of Switching Costs on Relational Outcomes. Journal of service research : JSR, vol.9, no.4, 335-355.

    상세보기

41. Kim, Jong-Hyeong. Application of the Concept of Multi-phase Experience to Wait Management in Restaurant Services. Asia Pacific journal of tourism research, vol.16, no.4, 379-394.

    상세보기

42. Kim, Taegoo (Terry), Kim, Woo Gon, Kim, Hong-Bumm. The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. Tourism management, vol.30, no.1, 51-62.

    상세보기

43. Kuo, Nien-Te, Chang, Kuo-Chien, Cheng, Yi-Sung, Lai, Chia-Hui. How Service Quality Affects Customer Loyalty in the Travel Agency: The Effects of Customer Satisfaction, Service Recovery, and Perceived Value. Asia Pacific journal of tourism research, vol.18, no.7, 803-822.

    상세보기

44. Lee, Jonathan, Lee, Janghyuk, Feick, Lawrence. The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. The journal of services marketing, vol.15, no.1, 35-48.

    상세보기

45. Mattila, Anna S., Patterson, Paul G.. The impact of culture on consumers’ perceptions of service recovery efforts. Journal of retailing, vol.80, no.3, 196-206.

    상세보기

46. Advances in Consumer Research Monga A. B. 36 29 1 2002 

47. Psychometric theory Nunnally J. C. 1978 2 

48. Oliver, Richard L., DeSarbo, Wayne S.. Response Determinants in Satisfaction Judgments. The Journal of consumer research, vol.14, no.4, 495-507.

    상세보기

49. Parasuraman, A., Zeithaml, Valarie A., Malhotra, Arvind. E-S-QUAL : A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of service research : JSR, vol.7, no.3, 213-233.

    상세보기

50. Patterson, Paul G.. A contingency model of behavioural intentions in a services context. European journal of marketing, vol.38, no.9, 1304-1315.

    상세보기

51. Ranaweera, Chatura, Prabhu, Jaideep. The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. International journal of service industry management, vol.14, no.4, 374-395.

    상세보기

52. Simonson, Itamar. The Influence of Anticipating Regret and Responsibility on Purchase Decisions. The Journal of consumer research, vol.19, no.1, 105-118.

    상세보기

53. Smit, E., Bronner, F., Tolboom, M.. Brand relationship quality and its value for personal contact. Journal of business research, vol.60, no.6, 627-633.

    상세보기

54. 10.2307/1251839 

    

55. Thorbjornsen, H., Supphellen, M., Nysveen, H., Pedersen, P.E.. Building brand relationships online: A comparison of two interactive applications. Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation, Inc, vol.16, no.3, 17-34.

    상세보기

56. Tsiros, Michael, Mittal, Vikas. Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making. The Journal of consumer research, vol.26, no.4, 401-417.

    상세보기

57. Urbany, Joel E.. An Experimental Examination of the Economics of Information. The Journal of consumer research, vol.13, no.2, 257-271.

    상세보기

58. Vázquez-Casielles, Rodolfo, del Río-Lanza, Ana Belén, Díaz-Martín, Ana María. Quality of past performance: Impact on consumers’ responses to service failure. Marketing letters, vol.18, no.4, 249-264.

    상세보기

59. Weber, Karin, Sparks, Beverley. Consumer attributions and behavioral responses to service failures in strategic airline alliance settings. Journal of air transport management, vol.10, no.5, 361-367.

    상세보기

60. Weiner, Bernard. Attributional Thoughts about Consumer Behavior. The Journal of consumer research, vol.27, no.3, 382-387.

    상세보기

61. Wirtz, Jochen, Johnston, Robert. Singapore Airlines: what it takes to sustain service excellence - a senior management perspective. Managing service quality, vol.13, no.1, 10-19.

    상세보기

62. Wirtz, Jochen, Mattila, Anna S.. Consumer responses to compensation, speed of recovery and apology after a service failure. International journal of service industry management, vol.15, no.2, 150-166.

    상세보기

63. Xie, Danhong, Heung, Vincent C.S.. The effects of brand relationship quality on responses to service failure of hotel consumers. International journal of hospitality management, vol.31, no.3, 735-744.

    상세보기