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Effect of Justice Perception of Restaurant e-Service Recovery on Customer Behavioral Intentions  

Kim Tae-Hee (Dept. of Food Service Management, Kyunghee Univ.)
Kim Le-Sook (Dept. of Food Service Management, Kyunghee Univ.)
Jang Yeajin (Dept. of Food Service Management, Kyunghee Univ.)
Publication Information
Journal of the Korean Home Economics Association / v.43, no.3, 2005 , pp. 147-159 More about this Journal
Abstract
The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.
Keywords
justice theory; e-service recovery; restaurant business;
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