Korean Management Review

PDF is not available for this article.

REFERENCES (113)

[1]
[1] [학술지(정기간행물)] 김상희/판매원의 인지적, 정서적 공감이 감정부조화와 친소비자 행동에 미치는 영향/마케팅연구/2006/21(2)/115~147/한국마케팅학회/ Google Scholar ›
[2]
[2] [학술지(정기간행물)] 김상희/판매원의 서비스는 꾸며진 것인가? 진정한 것인가?: 판매원의 감정노동에 관한 고객의 지각된 진정성(authenticity)이 서비스품질평가에 미치는 영향/마케팅연구/2009/24(3)/1~33/한국마케팅학회/ Google Scholar ›
[3]
[3] [학술대회논문] 임효진/용서의 심리학: 여성들이 남성보다 더 관용적인가/한국심리학회 연차학술발표/2004//317~318/ Google Scholar ›
[4]
[4] [단행본] Inequity in Social Exchange. in: Advance in Experimental Social Psychology, 2/Adams, J. Stacy/Academy Press/1965/267~299/// Google Scholar ›
[5]
[5] [학술지(정기간행물)] Anderson, Eugene W./Customer Satisfaction and Word-of-Mouth/Journal of Services Research/1998/1(1)/5~17// Google Scholar ›
[6]
[6] [학술지(정기간행물)] Anderson, James C./Structural Equation Modeling in Practice:A Review and Recommended Two-Step Approach/Psychological Bulletin/1988/103(3)/411~423// Google Scholar ›
[7]
[7] [학술지(정기간행물)] Andreassen, Tor Wallin/Antecedents to Satisfaction with Service Recovery/European Journal of Marketing/2000/34(1)/156~175// Google Scholar ›
[8]
[8] [단행본] Emotion and Personality/Arnold, Magda B./Columbia University Press/1960/~/// Google Scholar ›
[9]
[9] [학술지(정기간행물)] Barbara, R. Lewis/Service Failure and Recovery in UK Theme Parks: The Employees' Perspective/International Journal of Contemporary Hospitality Management/2001/13(4)/166~176// Google Scholar ›
[10]
[10] [학술지(정기간행물)] Barnett, Mark A./Empathy in Young Children: Relations to Parents' Empathy, Affection, and Emphasis on the Feelings of Others/Developmental Psychology/1980/16(3)/243~244// Google Scholar ›
[11]
[11] [학술지(정기간행물)] Batson, C. Daniel/Distress and Empathy:Two Qualitatively Distinct Vicarious Emotions with Different Motivational Consequences/Journal of Personality/1987/55(1)/19~39// Google Scholar ›
[12]
[12] [학술지(정기간행물)] Batson, C. Daniel/Is Empathy-Induced Helping Due to Self-Other Merging?/Journal of Personality and Social Psychology/1997/73(3)/495~509// Google Scholar ›
[13]
[13] [학술지(정기간행물)] Bejou, David/Service Failure and Loyalty: An Exploratory Study of Airline Customers/Journal of Services Marketing/1998/12(1)/7~22// Google Scholar ›
[14]
[14] [학술지(정기간행물)] Bell, Chip R./Service Breakdown: The Road to Recovery/Management Review/1987/76(10)/32~35// Google Scholar ›
[15]
[15] [학술지(정기간행물)] Bergin, Allen E./Three Contributions of Spiritual Perspective to Counseling, Psychotherapy, and Behavioral Change/Counseling and Values/1988/33(1)/21~31// Google Scholar ›
[16]
[16] [학술지(정기간행물)] Bitner, Mary Jo/Evaluating Service Encounters:The Effects and Phyisical Surroundings and Employee Responses/Journal of Marketing/1990/54/69~82// Google Scholar ›
[17]
[17] [학술지(정기간행물)] Bitner, Mary Jo/The Service Encounter: Diagnosing Favorable and Unfavorable Incidents/Journal of Marketing/1990/54/71~84// Google Scholar ›
[18]
[18] [학술지(정기간행물)] Blodgett, Jeffrey G./The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior/Journal of Retailing/1997/73(2)/185~210// Google Scholar ›
[19]
[19] [학술지(정기간행물)] Bollen, Kenneth/Test for Structural Equation Models: Introduction/Sociological Methods and Research/1992/21/123~131// Google Scholar ›
[20]
[20] [학술지(정기간행물)] Borke, Helene/Interpersonal Perception of Young Children: Egocentrism or Empathy?/Developmental Psychology/1971/5(2)/263~269// Google Scholar ›
[21]
[21] [학술지(정기간행물)] Bown, David E./Empowering Service Employees/Sloan Management Review/1995/36(4)/73~84// Google Scholar ›
[22]
[22] [학술지(정기간행물)] Brady, Michael K./Strategies to Offset Performance Failures: The Role of Brand Equity/Journal of Retailing/2008/84(2)/151~164// Google Scholar ›
[23]
[23] [단행본] Forgiveness/Brakenhielm, C. R./Fortress Press/1993/~/// Google Scholar ›
[24]
[24] [학술지(정기간행물)] Bylund, Carma L./Examining Empathy in Medical Encounter:An Observational Study Using the Empathic Communication Coding System/Health Communication/2005/18(2)/123~140// Google Scholar ›
[25]
[25] [학술지(정기간행물)] Cacioppo, John T./Emotion/Annual Review of Psychology/1999/50(1)/191~214// Google Scholar ›
[26]
[26] [단행본] Veritable Authentic Leadership:Emergence, Functioning, and Impact, Authentic Leadership Theory and Practice:Origin, Effects, and Development. in: Monograph in Leadership and Management/Chan A./Elsevier Inc./2005/3~41/// Google Scholar ›
[27]
[27] [학술지(정기간행물)] Coke, Jay S./Empathic Mediation of Helping: A Two-Stage Model/Journal of Personality and Social Psychology/1978/36(7)/752~766// Google Scholar ›
[28]
[28] [단행본] Fair Service. in: Advances in Services Marketing and Management/Clemmer, Elizabeth C./JAI Press/1996/109~126/// Google Scholar ›
[29]
[29] [학술지(정기간행물)] Davis, Mark H./Measuring Individual Differences in Empathy: Evidence for a Multidimensional Approach/Journal of Personality and Social Psychology/1983/44(1)/113~136// Google Scholar ›
[30]
[30] [학술지(정기간행물)] Davis, Mark H./Empathy, Expectation, and Situational Preferences: Personality Influences on The Decision to Participate in Volunteer Helping Behavior/Journal of Personality/1999/67(3)/469~503// Google Scholar ›
[31]
[31] [학술지(정기간행물)] DiBlasio, Frederick A./Forgiveness in Psychotherapy: A Comparison of Younger and Older Therapists/Journal of Psychology and Christianity/1992/11(2)/181~187// Google Scholar ›
[32]
[32] [학술지(정기간행물)] DiBlasio, Frederick A./Therapists and the Clinical Use of Forgiveness/The American Journal of Family Therapy/1993/21(2)/175~184// Google Scholar ›
[33]
[33] [단행본] Holistic Nursing:a Handbook for Practice 4th(ed.)/Dossey Barbara Montgomery/Jones and Bartlett/2005/~/// Google Scholar ›
[34]
[34] [학술지(정기간행물)] Eisenberg, Nancy/The Relation of Empathy to Prosocial and Related Behaviors/Psychological Bulletin/1987/101(1)/91~119// Google Scholar ›
[35]
[35] [학술지(정기간행물)] Ekman, Paul/Facial Expressions of Emotions:New Findings, New Questions/Psychological Science/1992/3/34~38// Google Scholar ›
[36]
[36] [학술지(정기간행물)] Ekman, Paul/The Duchenne Smile:Emotional Expression and Brain Psychology II/Journal of Personality and Social Psychology/1990/58(2)/342~358// Google Scholar ›
[37]
[37] [학술지(정기간행물)] Ekman, Paul/Felt, False, and Miserable Smiles/Journal of Nonverbal Behavior/1982/6(4)/238~252// Google Scholar ›
[38]
[38] [학술지(정기간행물)] Enright, Robert D./Forgiveness: A Developmental View/Journal of Moral Education/1992/21(2)/99~114// Google Scholar ›
[39]
[39] [학술지(정기간행물)] Enright, Robert D./The Adolescent as Forgiver/Journal of Adolescence/1989/12(1)/95~110// Google Scholar ›
[40]
[40] [학술지(정기간행물)] Erickson, Rebecca J./The Importance of Authenticity for Self and Society/Symbolic Interaction/1995/18(2)/121~144// Google Scholar ›
[41]
[41] [학술지(정기간행물)] Estelami, Hooman/Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes/Journal of Service Research/2000/2(3)/285~300// Google Scholar ›
[42]
[42] [단행본] Sex Differences in Empathy and Social Behavior in Children. in: The Development of Prosocial Behavior/Feshbach, Norma D./Academic Press/1982/~/// Google Scholar ›
[43]
[43] [학술지(정기간행물)] Fornell, Claes/Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis/Journal of Marketing Research/1987/24/337~346// Google Scholar ›
[44]
[44] [단행본] The ego and Mechanism of Defense/Freud, Sigmund/International University Press/1946/~/// Google Scholar ›
[45]
[45] [단행본] What Consumers Really Want: Authenticity/Gillmore, James H./Harvard Business School Press/2007/~/// Google Scholar ›
[46]
[46] [학술지(정기간행물)] Goodwin, Cathy/Consumer Responses to Service Failures: Influences of Procedural and Interactional Fairness Perceptions/Journal of Business Research/1992/25(2)/149~163// Google Scholar ›
[47]
[47] [학술지(정기간행물)] Grandey, Alicia A./When The Show Must Go On': Surface and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery/Academy of Management Journal/2003/46/86~96// Google Scholar ›
[48]
[48] [학술지(정기간행물)] Grandey, Alicia A./Is ‘Service With a Smile' Enough? Authenticity of Positive Displays During Service Encounters/Organizational Behavior and Human Decision Processes/2005/96/38~55// Google Scholar ›
[49]
[49] [학술지(정기간행물)] Greenbaum, Michael/Emotional Intelligence takes Customer Loyalty to a Higher Level/Boardwatch Magazine/2000/14(7)/120~121// Google Scholar ›
[50]
[50] [학술지(정기간행물)] Gremler, Dwayne D./Customer-Employee Rapport in Service Relationships/Journal of Service Research/2000/3/82~104// Google Scholar ›
[51]
[51] [학술지(정기간행물)] Grinder, Robert E./New Technique for Research in Children's Temptation Behavior/Child Development/1961/32(4)/679~688// Google Scholar ›
[52]
[52] [학술지(정기간행물)] Grőnroos, Christian/Service Quality: The Six Criteria of Good Perceived Service Quality/Review of Business/1988/9/10~13// Google Scholar ›
[53]
[53] [단행본] Relationship enhancement:Skill training programs for therapy, problem prevention, and enrichment/Guerney, Bernard G./Jossey Bass/1977/~/// Google Scholar ›
[54]
[54] [학술지(정기간행물)] Hackney, Harold/The Evolution of Empathy/Personnel and Guidance Journal/1978/57(1)/35~38// Google Scholar ›
[55]
[55] [학술지(정기간행물)] Hargrave, Terry D./The Development of a Forgiveness Scale/Journal of Marital and Family Therapy/1997/23(1)/41~62// Google Scholar ›
[56]
[56] [학술지(정기간행물)] Hart, Christopher W./The Profitable Art of Service Recovery/Harvard Business Review/1990/68/149~156// Google Scholar ›
[57]
[57] [단행본] Authenticity. in: Handbook of Positive Psychology/Harter, Susan/Oxford University Press/2002/382~394/// Google Scholar ›
[58]
[58] [학술지(정기간행물)] Heide, Jan B./Do Norms Matter in Marketing Relationships?/Journal of Marketing/1992/56/32~44// Google Scholar ›
[59]
[59] [단행본] The Psychology of Interpersonal Relation/Heider, Fritz/Wiley/1958/~/// Google Scholar ›
[60]
[60] [학술지(정기간행물)] Hennig-Thurau, Thorsten/Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships/Journal of Marketing/2006/70/58~73// Google Scholar ›
[61]
[61] [학술지(정기간행물)] Hoffman, K. Douglas/Perceived Justice Needs and Recovery Evaluation: A Contingency Approach/European Journal of Marketing/2000/34(3)/418~432// Google Scholar ›
[62]
[62] [학술지(정기간행물)] Hoffman, K. Douglas/A CIT Investigation of Servicescape Failures and Associated Recovery Strategies/Journal of Services Marketing/2003/17(4)/322~340// Google Scholar ›
[63]
[63] [학술지(정기간행물)] Hoffman, K. Douglas/Tracking Service Failures and Employee Recovery Efforts/Journal of Services Marketing/1995/9(2)/49~61// Google Scholar ›
[64]
[64] [단행본] Development of Prosocial Motivation: Empathy and Guilt. in: The Development of Prosocial Behavior/Hoffman, Martin L./Academic Press/1982/~/// Google Scholar ›
[65]
[65] [단행본] Social Behavior:Its Elementary Forms/Homans, George Caspar/Harcourt Brace Jovanovich/1961/~/// Google Scholar ›
[66]
[66] [단행본] Service Failure and Recovery:Impact, Attributes and Process. in: Advances in Services Marketing and Management/Johnston, Robert/JAI Press/1995/211~228/// Google Scholar ›
[67]
[67] [학술지(정기간행물)] Kelley, Scott, K./A Typology of Retail Failures and Recoveries/Journal of Retailing/1993/69(4)/429~452// Google Scholar ›
[68]
[68] [단행본] Moral Stages and Moralization: The Cognitive-Developmental Approach. in: Moral Development Behavior:Theory, Research, and Social Issues/Kohlberg, Lawrence/Holt/1976/31~53/// Google Scholar ›
[69]
[69] [단행본] How does analysis cure?/Kohut, Heinz/Chicago University of Chicago Press/1984/~/// Google Scholar ›
[70]
[70] [학술지(정기간행물)] Konstam, Varda/Empathy, Selfism, and Coping as Elements of the Psychology of Forgiveness:A Preliminary Study/Counselling and Values/2003/47(3)/172~183// Google Scholar ›
[71]
[71] [학술지(정기간행물)] Lazarus, Richard S./Thoughts on the Relations Between Emotion and Cognition/American Psychologist/1982/37(9)/1019~1024// Google Scholar ›
[72]
[72] [학술지(정기간행물)] Levesque, Terrence J./Service Problem and Recovery Strategies:An Experiment/Canadian Journal of Administrative Science/2000/17(1)/20~37// Google Scholar ›
[73]
[73] [학술지(정기간행물)] Maltby, John/Failure to Forgive Self and Others:A Replication and Extension of the Rela tionship Between Forgiveness, Personality, Social Desirability, and General Health/Personality and Individual Differences/2001/30(5)/881~885// Google Scholar ›
[74]
[74] [학술지(정기간행물)] Mattila, Anna S./The Impact of Choice on Fairness in the Context of Service Recovery/Journal of Services Marketing/2005/19(5)/271~279// Google Scholar ›
[75]
[75] [학술지(정기간행물)] McCracken, Grant/Who is the Celebrity Endorse? Cultural Foundations of the Endorement Process/Journal of Consumer Research/1989/16/310~321// Google Scholar ›
[76]
[76] [학술지(정기간행물)] McCullough, Michael E./Forgiveness as Human Strength: Theory, Measurement, and Links to Well-Being/Journal of Social and Clinical Psychology/2000/19(1)/43~55// Google Scholar ›
[77]
[77] [학술지(정기간행물)] McCullough, Michael E./Promoting Forgiveness: A Comparison of Two Brief Psychoeducational Group Interventions with a Waiting-List Control/Counseling and Values/1995/40(1)/55~68// Google Scholar ›
[78]
[78] [학술지(정기간행물)] McCullough, Michael E./Interpersonal Forgiving in Close Relationships/Journal of Personality and Social Psychology/1997/73(2)/321~336// Google Scholar ›
[79]
[79] [학술지(정기간행물)] McCollough, Michael A./An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery/Journal of Service Research/2000/3(2)/121~137// Google Scholar ›
[80]
[80] [학술지(정기간행물)] Menon, Satya/Cross-Category Effects of induced Arousal and Pleasure on the Internet Shopping Experience/Journal of Retailing/2002/78(1)/31~40// Google Scholar ›
[81]
[81] [학술지(정기간행물)] Palmer, Adrian/Equity and Repurchase Intention Following Service Failure/Journal of Services Marketing/2000/14(6)/513~528// Google Scholar ›
[82]
[82] [학술지(정기간행물)] Preston, Stephanie D./Empathy: Its Ultimate and Proximate Bases/Behavioral and Brain Sciences/2002/25(1)/1~18// Google Scholar ›
[83]
[83] [학술지(정기간행물)] Price, Linda L./Going to Extremes: Mar keting Service Encounters and Assessing Provider Performance/Journal of Mar keting/1995/59/83~97// Google Scholar ›
[84]
[84] [학술지(정기간행물)] Price, Linda L./Consumers' Emotional Responses to Service Encounters: The Influence of the Service Provider/International Journal of Service Industry Management/1995/6(3)/34~63// Google Scholar ›
[85]
[85] [학술지(정기간행물)] Roger, Carl R./Necessary and Sufficient Conditions of Therapeutic Personality Change/Journal of Consulting Psychology/1957/21(1)/95~103// Google Scholar ›
[86]
[86] [단행본] On Becoming a Person/Roger, Carl R./Houghton Mifflin/1961/~/// Google Scholar ›
[87]
[87] [학술지(정기간행물)] Ruyter, Ko de/Customer Equity Considerations in Service Recovery:A Cross-Industry Perspective/International Journal of Service Industry Management/2000/11(1)/91~108// Google Scholar ›
[88]
[88] [학술지(정기간행물)] Schroeder, David A./Empathic Concern and Helping Behavior: Egoism or Altruism?/Journal of Experimental Social Psychology/1988/24(4)/333~353// Google Scholar ›
[89]
[89] [단행본] Feeling and Phenomenal Experiences. in: Social Psychology, Handbook of basic principles/Schwarz, Norbert/The Guilford Press/1996/433~465/// Google Scholar ›
[90]
[90] [학술지(정기간행물)] Schweikhart, Sharon B./Service Recovery in Health Services Organizations/Hospital and Health Services Administration/1993/38/3~21// Google Scholar ›
[91]
[91] [단행본] The Growth of Interpersonal Understanding/Selman, Robert L./Academic Press/1980/~/// Google Scholar ›
[92]
[92] [단행본] Organizational Justice: The Search for Fairness in the Workplace/Sheppard, B. H./Lexington Books/1992/~/// Google Scholar ›
[93]
[93] [단행본] Forgive and Forget:Healing the Hurts We Don't Deserve/Smedes, Lewis B./Harper & Row/1984/~/// Google Scholar ›
[94]
[94] [학술지(정기간행물)] Smith, Amy K./An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounter/Journal of Service Research/1998/1(1)/65~81// Google Scholar ›
[95]
[95] [학술지(정기간행물)] Smith, Amy K./A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery/Journal of Marketing Research/1999/36/356~372// Google Scholar ›
[96]
[96] [학술지(정기간행물)] Sparks, Beverly A./Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting/Journal of Business Research/2001/54(3)/209~218// Google Scholar ›
[97]
[97] [학술지(정기간행물)] Spidell, S./Moral Development and the Forgiveness of Sin/Journal of Psychology and Theology/1981/9(2)/159~163// Google Scholar ›
[98]
[98] [학술지(정기간행물)] Spiro, Howard/What is Empathy and Can It Be Taught?/Annals of Internal Medicine/1992/116(10)/843~846// Google Scholar ›
[99]
[99] [학술지(정기간행물)] Takaku, Seiji/The Effects of Apology and Perspective Taking on Interpersonal Forgiveness:A Dissonance-Attribution Model of Interpersonal Forgiveness/Journal of Social Psychology/2001/141(4)/494~508// Google Scholar ›
[100]
[100] [학술지(정기간행물)] Takaku, Seiji/A Cross-Cultureal Examination of the Effects of Apology and Perspective Taking on Forgiveness/Journal of Language and Social Psychology/2001/20(1)/144~166// Google Scholar ›
[101]
[101] [학술지(정기간행물)] Tax, Stephen S./Customer Evaluations of Service Complaint Experiences:Implications for Relationship Marketing/Journal of Marketing/1998/62/60~76// Google Scholar ›
[102]
[102] [단행본] Sources of the Self/Taylor Charles/Harvard University Press/1989/~/// Google Scholar ›
[103]
[103] [단행본] Philosophical Arguments/Taylor Charles/Harvard University Press/1995/~/// Google Scholar ›
[104]
[104] [학술지(정기간행물)] Taylor, Shirley/Waiting for Service: The Relationship Between Delays and Evaluation of Service/Journal of Marketing/1994/58/56~69// Google Scholar ›
[105]
[105] [학술지(정기간행물)] Teo, Thompson S. H./The Effects of Perceived Justice on Satisfaction and Behavioral Intentions:The Case of Computer Purchase/International Journal of Retail and Distribution Management/2001/29(2)/109~124// Google Scholar ›
[106]
[106] [단행본] Bureaucracy and the Modern World/Thompson, Victor Akexabder/General Learning Press/1976/~/// Google Scholar ›
[107]
[107] [학술지(정기간행물)] van Dijk, Wilco W./Not Having What You Want Versus Having What You Do Not Want: The Impact of Type of Negative Outcome on the Experience of Disappointment and Related Emotions/Cognition and Emotion/1999/13(2)/129~148// Google Scholar ›
[108]
[108] [학술지(정기간행물)] Wade, Nathaniel G./Overcoming Interpersonal Offenses:Is Forgiveness the Only Way to Deal with Unforgiveness?/Journal of Counseling and Development/2003/81(3)/343~353// Google Scholar ›
[109]
[109] [단행본] Equity: Theory and Research/Walster, Elaine H./Allan and Beacon Inc./1978/~/// Google Scholar ›
[110]
[110] [학술지(정기간행물)] Weun, Seungoog/The Impact of Service Failure Severity on Service Recovery Evaluations and Post-Recovery Relationships/Journal of Services Marketing/2004/18(2)/133~146// Google Scholar ›
[111]
[111] [학술지(정기간행물)] Worthington, Everett L. Jr./Forgiving Usually Takes Time: A Lesson Learned by Studying Interventions to Promote Forgiveness/Journal of Psychology and Theology/2000/28(1)/3~20// Google Scholar ›
[112]
[112] [학술지(정기간행물)] Zechmeister, Jeanne S./Don't Apologize Unless You Mean It: A Laboratory Investigation of Forgiveness and Retaliation/Journal of Social and Clinical Psychology/2004/23(4)/532~564// Google Scholar ›
[113]
[113] [학술지(정기간행물)] Zemke, Ron/Service Recovery: Doing it Right the Second Time/Training/1990/27(6)/42~48// Google Scholar ›

Publication History

Published 2010-01-01

Metrics

Cited by 99

Did Customer Truly Forgive Service Failure Company?: Authenticity of Company Recovery Efforts and the Forgiveness Process of Customer