[journal] 김도윤 / 2011 / Effects of Justice of Wedding Service Recovery on Quality of Relationship and Intention to Recommend / 호텔경영학연구 / 한국호텔외식경영학회 20(5) : 231~254

[journal] 김수경 / 2004 / Relationships Between Hotel's Justice Procedure and Customer's Complaints - Focused on Hotel Industry - / 관광연구 / 대한관광경영학회 19(2) : 147~161

[journal] 김영화 / 2005 / The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant / 관광학연구 / 한국관광학회 29(2) : 383~402

[journal] 김영화 / 2005 / A Study of the Service Recovery Strategies, Satisfaction and Loyalty according to the Service Failure′s Types: A CIT Approach / 호텔관광연구 / 한국호텔관광학회 7(2) : 64~81

[journal] 박영기 / 2010 / Effects of Cruise Tourism Product Attributes on Tourist’s Satisfaction - Centered around Korean Tourists Visiting Japan - / 관광연구 / 대한관광경영학회 25(1) : 439~459

[journal] 박영기 / 2011 / An Analysis of Satisfaction of The Service on The Ship of Cruise: Centered Around Pusan Harbor Users / 관광레저연구 / (사)한국관광레저학회 23(7) : 355~374

[journal] 박종철 / 2011 / The Investigating of Psychological Mechanism in the ‘Service Quality-Customer Satisfaction’ Relation / 소비자학연구 / 한국소비자학회 22(2) : 179~202

[journal] 서문식 / 2006 / A Study on Severity of Service Failure and the Perceived Justice in Service Recovery- Focused on Mediating Role of Servicescape / 관광학연구 / 한국관광학회 30(5) : 219~240

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

[journal] 이나영 / 2011 / The Effects of Service Failure Magnitude on Perceived Justice, Positive Emotion, and Revisit Intention in Restaurants -A Comparison of Korean and American Customer Perceptions- / 한국식품영양학회지 / 한국식품영양학회 24(3) : 329~339

[journal] 이영란 / 2011 / Impact on Behavior Intentions of Food Service Recovery Justice Perception: Testing for Moderating Effects of Switching Barriers with Structural Equations / 관광학연구 / 한국관광학회 35(8) : 163~182

[journal] 이혜련 / 2009 / Exhibition Organizer's Service Failure and Associated Recovery- An Application of the Critical Incident Technique - / 관광학연구 / 한국관광학회 33(6) : 281~302

[journal] 장태선 / 2003 / Influence of the service failure and recovery conducted by airline company on customer satisfaction / 관광연구 / 대한관광경영학회 18(2) : 11~202

[journal] 전진화 / 2005 / Customer Retention Following a Complaint in the Food Service Industry / 외식경영연구 / 한국외식경영학회 8(2) : 155~171

[confproc] 정승훈 / 2012 / 제주지역 크루즈관광 육성을 위한 향후과제 / 제주발전포럼 44 : 90~103

[thesis] 정현영 / 2000 / 서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구 / 박사 / 청주대학교 대학원

[journal] 최철수 / 2010 / Effect Relationship among Magnitude of Travel Service Failure, Customers' Emotion, Service Recovery Justice and Result after Service Recovery / 관광경영연구 / 관광경영학회 14(2) : 245~267

[web] 통계청 / 2012 / 통계분류 / http://www.kostat.go.kr

[book] Adams, J. S. / 1965 / Inequity in Social Exchange, in Advances in ExperimentalSocial Psychology / AcademicPress, Inc : 269~299

[journal] Astuti, P. H. / 2011 / The evaluationof customer complaint handling with justice dimensions : Effect ontrust and commitment with prior experiences as moderating effect / Interdisciplinary Journal of Contemporary Research in Business 2(11) : 228~237

[journal] Bagozzi, R. P. / 1975 / Marketing as exchange / Journal of Marketing 39(4) : 32~39

[journal] Bentler, P. M. / 1990 / Comparative fit indexes in structural models / Psychological Bulletin 107(2) : 238~246

[journal] Bitner, M. J. / 1990 / The service encounter:Diagnosing favorable and unfavorable incidents / Journal of Marketing 54(1) : 71~84

[journal] Bowen, D. E. / 1999 / HRM and servicejustice : How being just with employees spills over to customers / Organizational Dynamics 27(3) : 7~23

[journal] Brinberg, D. / 1983 / A resource exchange theory analysis of consumer behavior / Journal of Consumer Research 10(12) : 330~338

[journal] Blodgett, J. G. / 1997 / The effects of distributive, procedural, and interactional justice on post-complaint behavior / Journal of retailing 73(2) : 185~210

[web] European Cruise Council / 2012 / The cruise industry contribution of cruisetourism to the economies of Europe 2012 Edition / http://www.europeancurisecouncil.com

[journal] Goodwin, C. / 1992 / Consumer Responses to Service Failures:Influence of Procedural and Interactional Fairness Perceptions / Journal of Business Research 25(9) : 149~163

[journal] Hart, C. W. / 1990 / The profitable artof service recovery / Harvard Business Review 68(7/8) : 148~156

[journal] Kelley, S. W. / 1994 / Antecedents to Customer Expectationsfor Service Recovery / Journal of the Academy of Marketing Science 22(1) : 52~61

[journal] Kelley, S. W. / 1993 / A typology of retailfailures and recoveries / Journal of Retailing 69(4) : 429~452

[book] Kline, R. B. / 2011 / Principles and practice of structural equation modeling / Guilford Press

[journal] Smith, A. K. / 1999 / A Model of CustomerSatisfaction with Service Encounters Involving Failure and Recovery / Journal of Marketing Research 36(3) : 356~373

[journal] Yi, Y. / 2005 / An empirical study on the customer responses toservice recovery in the context of service failure / Seoul Journal of Business 11(1) : 1~17

[journal] Walster, E. / 1973 / New Directions inEquity Research / Journal of Personality and Social Psychology 25(2) : 151~176