가상적 상황에서 의류제품에 대한 서비스회복이 고객만족과 구매 후 행동의도에 미치는 영향 = The Effects of Service Recovery on Customer`s Satisfaction and Behavioral Intentions for Clothing in Hypothetical Scenarios

참고문헌 (Reference)

1 오현정, "판매원 서비스와 관계효익이 구매만족과 재구매 의도에 미치는 영향" 30 (30): 245-254, 2006

2 주성래, "지각된 서비스 품질과 관계효익이 패션점포 고객간의 관계발달 과정에 미치는 영향" 29 (29): 328-339, 2005

3 지혜경, "의류제품의 구매과정에 나타난 소비자 불만족 연구" 19 (19): 149-150, 1995

4 강은미, "의류제품구매시 소비자 만족에 영향을 미치는 요인 -의류점포 서비스 품질, 의복평가기준 및 의복관여를 중심으로" 27 (27): 29-39, 2003

5 조은영, "의류제품 판매원에 대한 고객만족과 판매원충성도에 대한 연구" 26 (26): 431-442, 2002

6 강미연, "의류점포의 서비스품질이 지각된 전환장벽과 점포충성도에 미치는 영향" 27 (27): 935-945, 2003

7 김윤희, "의류점포의 서비스 개념 체계와 쇼핑유형과의 관련성" 25 (25): 183-194, 2001

8 이용기, "실패된 서비스와 회복 만족간의 관계 연구-지각된 공정성을 중심으로" 2001

9 박혜정, "수입의류와 국산의류의 불만족에 관한 비교연구" 26 (26): 364-375, 2002

10 이훈미, "소비자의 수단적 가치에 따른 의복구매 불만족 및 불평행동의 비교" 33 : 175-188, 1997

11 정현영, "서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구" 2000

12 이문규, "서비스 유형과 품질실패 차원에 따른 효과적인 복구전략" 12 (12): 131-146, 2001

13 윤성욱, "서비스 복구 형태가 고객관계에 미치는 영향 : 음식점을 대상으로 한 CIT 접근" 한국소비자학회 15 (15): 135-158, 2004

14 김혜원, "백화점 판매원의 고객지향성이 고객만족도에 미치는 영향: 판매원 관점대 고객관점" 27 (27): 1270-1278, 2003

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