지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- 전북대학교 산업경제연구소 Asia-Pacific Journal of Business & Commerce Asia-Pacific Journal of Business & Commerce 아태경상저널 제6권 제2호
- 발행연도
- 2014.8
- 수록면
- 43 - 56 (14page)
이용수
초록· 키워드
오류제보하기
Although service recovery has been identified as a key driver to retain customers, the effectiveness of service recovery remains unclear. Some studies reveal that good service recovery positively impact customers’ attitudes and behaviors. But others indicate that even excellent service recovery may not be enough to restore customers’ attitudes and behaviors to the original level. To explain the contradictory findings, we provide a conceptual understanding of how loyalty and emotion may influence the effectiveness of service recovery. Often characterized as trust and commitment, loyalty is based on customers’ long-held beliefs and attitudes, whereas emotion is characterized as a short-lasting, high intensity state that arises as a consequence of specific events or circumstances, indicating that the effectiveness of service recovery efforts may be differentially affected by loyalty and emotion.
목차
Abstract
1. Introduction
2. Literature Review
3. Theory and Propositions
4. General Discussion
References
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UCI(KEPA) : I410-ECN-0101-2016-323-001078647