서비스 실패에 따른 서비스 회복과 고객행동에 관한 연구

참고문헌 (Reference)

1 김천서, "패밀리레스토랑 고객의 서비스 회복 공정성 지각과 신뢰 및 행동의도간의 인가관계 연구" 동아대학원 2003

2 정현영, "서비스 회복이 고객만족과 행동의도에 미치는 영향에 관한 연구" 청주대학원 2000

3 신서영, "서비스 회복 시스템을 통한 관계마케팅 전략수립" 영남대학원 2001

4 이수원, "서비스 실패의 통제성과 회복 만족간의 관계 연구" 8 : 291-3131, 2001

5 김남재, "서비스 실패/회복에 따른 고객만족에 관한 연구" 경희대학원 2002

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