한국관광식음료학회지:관광식음료경영연구 (Journal of Applied Tourism Food and Beverage Management and Research)
- 제15권2호
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- Pages.123-150
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- 2004
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- 1598-0871(pISSN)
서비스실패에 대한 회복공정성과 만족, 행동의도에 관한 연구
A Study on Recovery Justice, Satisfaction and Behavioral Intention of Service Failure
초록
The purpose of this study is to prove that the approprlate fit between service failure and recovery strategy can effciently maximize customer satisfaction and behavioral intention, by using prepared scenario through comprehensive approach concerning how the expectation level about service recovery has influences on perceived fairness, satisfaction and behavioral intention of servlce recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, June ~ August 2004, by setting factorial design of 2(control, severeness)
키워드