항공사 서비스 회복 연구 = A Study on The Recovery of Airline Service

참고문헌 (Reference)

1 원유석, "서비스 회복 패러독스의 조절변수에 관한 연구" 경기대학교 대학원 2005

2 원유석, "서비스 회복 패러독스의 조절변수에 관한 연구" 경기대학교 대학원 2005

3 김영화, "서비스 실패유형에 따른 회복 공정성 지각이 고객의 감정 반응, 서비스 가치 및 충성도에 미치는 영향" 세종대학교 대학원 2004

4 이종환, "서비스 공정성회복과 만족의 관계에서 조절변수의 효과" 경북대학교 대학원 2005

5 Jones,T.O., "Why Satisfied Customers Defect" 73 (73): 88-99, 1995

6 Singh,Jagdip., "Voice, Exit and Negative Word-of Mouth Behavior: an Investigation Across Three Service Categories" 18 : 1990

7 Backman,S.J., "The Usefulness of Selected Variables for Predicting Activity Loyalty" 13 : 205-220, 1991

8 Zeithaml,V.A,, "The Nature and Determinants of Customer Expectations of Service" 21 : 1-12, 1993

9 Weun,, "The Impact of Service Failure Severity on Service recovery Evaluations and Post-recovery Relationships" 18 (18): 2004

10 Blodgett,J.G, "The Effects of Perceived Justice on Complaints: Repatronage Intentions and Negative Word-of Mouth Behavior" 7 : 1-14, 1994

11 Mattila,A.S., "The Effectiveness of Service Recovery in a Multi-industry Setting" 15 (15): 583-596, 2001

12 Miller,J.L.,, "Service Recovery: a Framework and Empirical Investigation" 18 : 387-400, 2000

13 Maxham Ⅲ,J.G, "Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions" 54 : 2001

14 Lundeen,H.K.,, "Service Recovery in Commercial Real Estate Management" 60 (60): 30-32, 1995

15 Swanson, S. R, "Service Recovery Attributions and Word-of-Mouth Intentions" 2001

16 Gr?nross,C., "Service Quality: The Six Criteria of Good Perceived Service Quality" 9 : 148-156, 1988

17 Johnston,R., "Service Failure and Recovery: Impact, Attributes and Process". Advances in Service Marketing Management" JAI Press 1995

18 Weun and Seung Goog, "Service Failure and Recovery: Impact on New Customer Relationship, Unpublished Doctorial Dissertation" Tuscaloosa Alabama: Univisity of Alabama 114-131, 1997

19 Heskett, J, "Service Breakthrough: Changing the Rules of the Game" The Free Press. 1990

20 Bell,C., "Service Breakdown: the Road to Recovery" Management Review 32-35, 1987

21 Miller,D.T., "Self-Serving Biases in the Attribution of Causality: Fact or Fiction?" 82 (82): 213-225, 1975

22 Weun, "Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice" 67 : 1997

23 Hastoff,, "Person Perception" Addison-Wesley 1970

24 Berry,L.L., "Marketing Services: Competing through Quality" The Free Press 1991

25 Bowen,D.E., "Internal Service Recovery: Developing a New Construct" 10 (10): 118-131, 1998

26 Mark E.Patton, "Dancing Service"

27 Dick,A.S., "Customer Loyalty:Toward an Integrated Conceptual Framework" 22 (22): 99-113, 1994

28 Valeries.S.Folkes, "Consumer Reactions to Product Failure: An Attributional Approach" 10 : 398-409, 1984

29 Oliver,R.L., "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach" 53 : 1989

30 Brown,, "Consumer Complaining and Word-of-Mouth Activities: Field Evidence" 16 : 44-51, 1989

31 Auth,S. Johnson,M.D., "Compatibility: Effect in Evaluations of Satisfaction and Loyalty" 26 (26): 35-37, 2005

32 Schlesinger, L. A., "Breaking the Cycle of Failure in Service" 32 (32): 1992

33 Kelly,S.W., "Antecedents to Customer Expectations for Service Recovery" 22 (22): 34-56, 1994

34 Yoon,Y.S., "An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model" 26 : 45-46, 2005

35 Christo,, "A Re-assessment and Refinement of RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery" 15 (15): 410-425, 2005

36 Smith,A.K.,, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery" 36 (36): 356-372, 1999

37 Folkes,V.S., "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport" 13 : 534-539, 1987

38 Maxham,J.G.Ⅲ and Netemeyer R.G, ""A Longitudinal Study of Complaining Customers Evaluations of Multiple Service Fail"