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서비스회복 과정에서 고객 성별의 효과: 지각된 공정성과 회복성과간 관계를 중심으로
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박상일
; 김미정
Article
Issue Date
2012
Citation
상품학연구, v.30, no.7, pp 133 - 147
Publisher
한국상품학회
서비스회복 노력에 대한 만족, 고객용서 및 고객행동의 영향관계: 실패의 지각된 심각성과 과거 실패경험의 조절효과를 중심으로
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김미정;
박상일
Article
Issue Date
2011
Citation
상품학연구, v.29, no.3, pp 151 - 165
Publisher
한국상품학회
1
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Author
Park, Sang Il
2
김미정
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customer satisfaction with servic...
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service recovery
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고객용서
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서비스회복
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gender effects
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past failure experience
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perceived justice on recovery eff...
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service failure severity
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