[thesis] 고상덕 / 2003 / 전환비용의 결정요인에 관한 연구:호텔,외식산업 재방문 고객을 중심으로 / 박사 / 세종대학교 대학원

[thesis] 김영화 / 2004 / 서비스 실패 유형에 따른 회복 공정성 지각이 고객의 감정 반응,서비스 가치 및 충성도에 미치는 영향 / 박사 / 세종대학교 대학원

[journal] 김홍범 / 2001 / 호텔 식음료업장의 고객관계혜택의 중요도와 지각 / 관광학연구 25(3) : 213~230

[thesis] 변충규 / 2006 / 서비스 이용고객의 전환비용과 고객가치,고객만족,고객애호도 간의 관계에 관한 연구 / 박사 / 경상대학교 대학원

[journal] 신현호 / 2004 / Customer Satisfaction After Service Failure and Recovery: Application of the Expectancy-Disconfirmation Paradigm / 관광학연구 / 한국관광학회 27(4) : 127~145

[thesis] 안순례 / 2001 / 외식업체 고객의 서비스전환행동에 관한 연구:Family Restaurant을 중심으로 / 박사 / 세종대학교 대학원

[journal] 윤성욱 / 2004 / Effects of Service Recovery Types on Customer Relationships : Critical Incidents in Restaurant Services / 소비자학연구 / 한국소비자학회 15(1) : 135~158

[journal] 윤성욱 / 2002 / A Study on Service Failure and Recovery Using CIT / 한국마케팅저널 / 한국마케팅학회 4(4) : 1~27

[journal] 이용기 / 2000 / 호텔기업의 시장지향성이 서비스품질,고객만족,전환비용과 구전커뮤니케이션에 미치는 영향 / 관광학연구 24(1) : 57~74

[thesis] 이정호 / 2005 / 호텔 관계혜택이 재방문의도에 미치는 영향에 관한 연구 / 박사 / 경기대학교 대학원

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