한국경영과학회지 (Journal of the Korean Operations Research and Management Science Society)

  • 제29권4호
  • /
  • Pages.95-116
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  • 2004
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  • 1225-1119(pISSN)
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  • 2733-4759(eISSN)
한국경영과학회 (The Korean Operations Research and Management Science Society)
권호 표지

항공사의 서비스 실패 및 회복노력이 서비스 접점의 고객만족에 미치는 영향

The Effects of Service Failure and Recovery on Customer Satisfaction In the Airline Service Encounter

  • 김형순 (배재대학교 경영대학 경영학과) ;
  • 김립인 (배재대학교 경영대학 경영학과)
  • 발행 : 2004.12.01
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초록

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

키워드

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