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1 김경환, "호텔경영학" 가산출판사 2002
2 김은주, "항공사 서비스 회복을 통한 고객 관계 유지 및 성과에 관한 연구" 계명대학교 대학원 2002
3 구자혁, "충성도에 미치는 영향" 대한관광경영학회 20 (20): 155-174, 2005
4 권영훈, "서비스 품질차원과 고객몰입의 역동성에 관한 연구" 9 (9): 1-28, 2008
5 김영화, "서비스 실패의 심각성과 통제성이 고객의 회복 공정성 및 고객 만족에 미치는 영향" 17 (17): 221-240, 2005
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