외식기업의 서비스 회복 시스템 구축에 관한 연구 = 서울지역 패밀리 레스토랑을 중심으로

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론
• Ⅱ. 이론적 배경
• Ⅲ. 연구 설계
• Ⅳ. 실증 분석
• Ⅴ. 결론
• 참고문헌

참고문헌 (Reference)

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2 정현영, "서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구" 청주대학교 2000

3 Parasuraman,A, "Understanding customer expectations of service" 32 (32): 39-48, 1991

4 Hoffman, K. D, "Tracking service failure and employee recovery efforts" 9 (9): 49-61, 1995

5 Hart, "The profitable art of service recovery" 148-156, 1990

6 Swanson, Scott R, "The Art of Service Recovery Attribution and Consequences" University of Kentucky 1996

7 Gronroos,C, "Service quality:The criteria of good perceived service quality" 9 (9): 112-114, 1988

8 Sundaram, D. S, "Service failure recovery efforts in restaurant dining The role of criticality of service consumption" 20 (20): 137-149, 1997

9 Johnston, R, "Service failure and recovery impact attributes and process" 4 : 211-228, 1995

10 Bell,C, "Service breakdown; The road to recovery" october : 32-35, 1987

11 Weun, S. G, "Service Failure and Service Recovery Impact on New Customer Relations" University of Alabama 108-111, 1997

12 Bitner, "Journal of Marketing" diagnosing favorable and unfavorable incidents 71-84, 1990

13 Zemke,R, "Doing it right the second time" june : 234-238, 1990

14 Berry, "Competing Through Quality" Free Press 1991

15 Heskett, "Changing the Rules of the Game" The Free Press 1990

16 김영화, "CIT를 이용한 외식업의 서비스실패 유형별 회복공정성이 고객의 부정적 감정과 충성도에 미치는 영향" 17 (17): 221-240, 2005

17 Kelly,S.W, "Antecedents to customer expectations for service recovery" 22 (22): 52-61, 1994

18 Kelly,S.W, "A typology of retail failure and recoveries" 69 (69): 429-452, 1993