Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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A Comparison of the Effect of Service Recovery Efforts based on Service Failure Types

외식 서비스 실패 유형에 따른 서비스 회복 노력의 효과 비교

  • Lee, Seul-Gi (Dept, of Food Service Industry, Yeungnam University) ;
  • Kim, Dong-Jin (Dept, of Food Service Industry, Yeungnam University)
  • 이슬기 (영남대학교 식품경제외식학과) ;
  • 김동진 (영남대학교 식품경제외식학과)
  • Received : 2016.12.01
  • Accepted : 2016.12.23
  • Published : 2016.12.31
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Abstract

The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.

Keywords

References

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