• Management & Information Systems Review
• /
• v.33 no.1
• /
• pp.299-312
• /
• 2014

This study is about the influence of perceived justice with service recovery on customer satisfaction and the customer's behavioral results. Even though prior studies estimated overall customer satisfaction, this study measured customer satisfaction separately in two parts: satisfaction with the service recovery and relationship satisfaction. The results are as follows. Distributive justice and interactional justice have positive effects on satisfaction with service recovery. But distributive justice, procedural justice and interactional justice have positive effects on relationship satisfaction. Satisfaction with the service recovery and relationship satisfaction have a positive effect on customer loyalty.

• Asia Marketing Journal
• /
• v.3 no.4
• /
• pp.90-115
• /
• 2001

본 연구는 서비스 접점에서 서비스 실패가 일어나는 경우 기업의 복구노력이 고객의 만족에 마치는 영향에 관한 연구이다. 먼저 서비스 실패에 대한 기업의 복구노력이 갖는 의미를 살펴보고, 서비스 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지에 대하여 항공산업을 연구대상으로 기대불일치이론, 정당성이론 및 귀인이론을 적용하여 다양한 관점에서 실증 분석하였다. 특히 기대불일치이론 및 정당성이론에 관한 선행 연구들을 상세히 고찰하고, 이러한 이론적 관점에서 서비스 실패 후 기업의 복구노력이 고객의 만족과정에 어떻게 영향을 미치는 지를 다중회귀분석 및 구조방정식 모형을 이용하여 실증 분석하였다. 또한 조직행동론의 연구결과를 이용하여 서비스 실패에 대한 귀인적 추론결과가 소비자의 만족과정에 미치는 영향을 검증하였다

• International Commerce and Information Review
• /
• v.14 no.4
• /
• pp.227-252
• /
• 2012

This paper is to study for causality validation of relation of the repair justice and repair satisfaction, relation between repair satisfaction and re-purchasing with South Korea's most important express service users. Through this research, we would like to confirm to seriousness of the failure express service and effects of controlling effectively adjust in relation between repair impartiality and satisfaction of repairs. The results of the study show as below. First, the result shows the justice outcome in express service, interaction justice, outcome justice in the relation of satisfaction with repair have regardful effects to the satisfaction of repair. This result explains that interaction justice has a positive influence. Second, in the relations between the procedural justice in express service and the satisfaction of repair, it is presented that the procedural justice has not regardful effects and results show differences from other leading researches. This result explains that procedural justice has not a positive influence. Third, as analyzing seriousness of the failure express service, controlling regulation effect in the relation of repair justice and repair satisfaction, seriousness of interaction and controlling regulation effect are not regardful effect in this relationship. These results are explained that the seriousness or controlling of the failure express service have not a positive influence to the relation of repair justice and repair satisfaction. Finally, in the relation between repair satisfaction and the intention to use again, repair satisfaction has a regardful effect to intention to use again. This result explained that it has positive influence to repair satisfaction and the intention to use again.

• Asia Marketing Journal
• /
• v.9 no.3
• /
• pp.75-115
• /
• 2007

This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

• Asia Marketing Journal
• /
• v.4 no.4
• /
• pp.1-27
• /
• 2002

본 연구는 Critical Incident Technique(CIT)를 이용하여 음식점에서 서비스 실패를 야기하는 결정적인 사건과 서비스 실패/복구수준과의 관계를 고찰해 보았다. 이와 더불어 불만족한 고객을 만족한 고객으로 전환시키는 데에 중요한 역할을 하는 고객이 바라는 복구와 점포 개선사항을 추가로 제시함으로써 실용적인 마케팅 접근을 시도하였다. 본 연구에서는 고객 불만족 원인이 서비스상품의 결함에 대부분 기인한다는 Hoffman et al. (1995)과 Tax et al. (1998)의 결과와는 달리 서비스 실패를 일으키는 주원인은 서비스제공자에게 있다는 흥미로운 결과를 얻을 수 있었다. 그 동안 국내의 많은 서비스관련 연구들이 서비스 만족과 불만족에 대해 양적 (quantitative)으로 접근한 것과는 달리 본 연구는 질적(qualitative) 접근을 시도하였다. 또한 본 연구는 CIT를 이용한 최초의 서비스 복구에 대한 연구이며, 기존의 연구들이 단순히 서비스 실패의 유형을 범주화하고 복구의 종류를 알아보는 것에 그치고 있는 데 반해 본 연구에서는 고객이 바라는 복구종류와 서비스 제공자의 개선 사항, 서비스 실패를 경험한 고객들의 구전활동에 관한 조사결과와 전략적 시사점도 함께 제시함으로써, 일선 관리자들이 본 연구의 결과를 기업의 마케팅전략 수립에 효과적으로 활용이 가능하다는 점에서 그 의의가 크다고 할 수 있다.

• Journal of Digital Convergence
• /
• v.20 no.3
• /
• pp.377-388
• /
• 2022

Various researches are actively studied to satisfy exponentially increasing the usage of the Internet as well as the diverse service demands. Especially the Optical Internet that delivers several Tbps through a single optical fiber requires the intelligence to satisfy the various types of survivability requirements. In the paper, a novel recovery scheme that satisfies the various restoration demands in IP over WDM networks is proposed. The scheme classifies the restoration services into three classes and applies dedicated protection and shared restoration scheme with different priorities for each class. Also, a configuration scheme for information database to support the scheme is proposed. This scheme satisfies the different degree of restoration demands in terms of restoration time, blocking rate and resource usage. With the scheme, medical data can be transmitted without loss.

• The KIPS Transactions:PartC
• /
• v.9C no.5
• /
• pp.655-664
• /
• 2002

The focus of quality-of-service routing has been on the routing of a single path satisfying specified QoS constraints. However upon failure of a node or link on the path, a new path (backup path) satisfying the constraints has to be established. This paper proposed the fault recovery QoS Rerouting algorithms to recovery the service of applications under fault environment of network. For this, we describes the generation method of PFC (Protection Fundamental Cycle) protecting all of network nodes and suggests path selection algorithms using minimization rerouting cost problem and analyzes the performances of these.

• The Journal of Korean Institute of Communications and Information Sciences
• /
• v.31 no.5B
• /
• pp.397-404
• /
• 2006

As an increase in recent optical network-based IP services, GMPLS management framework becomes more important than ever before. In this paper, we propose the dynamic GMPLS path management algorithm, which can satisfy the users with their traffic engineering recovery requirements and find out the best backup service path under multiple link failures. To be more specific, we are deriving the soluble conditions of a backup path which is satisfied in a GMPLS network. In addition, through proposing the fast backup path selection algorithm, we can sufficiently satisfy a user's recovery requirement and minimally protect the suspension of the service against a link failure.

• Journal of Global Scholars of Marketing Science
• /
• v.15 no.1
• /
• pp.61-79
• /
• 2005

A critical incident technique(CIT) was employed to show the results of empirical findings regarding hotel services. The major purpose of this study was to describe and analyze service failures from the customers' point of view and thus suggest strategic implications for hotel service providers. Four-hundred sixteen service failure anecdotes from hotel customers were classified using Hoffman et al.'s(1995) approach. The CIT data showed the three major categories and eleven sub-categories and revealed that, in general, tangible recovery(e.g., upgrade, free meal, discount) was more effective than intangible one(e.g., explanation, canned apology, manager's apology). Interestingly, however, sincere apology seemed to be a better recovery strategy than other types of tangible recovery. Furthermore, the results showed that severity of service failure had its own impact on customers' perception regarding hotel's service recovery efforts. In particular, irrespective of service recovery, severity of service problem was negatively related to intention to repurchase. Managerial implications and future research agenda was also discussed.

• Journal of the Korea Institute of Information and Communication Engineering
• /
• v.26 no.5
• /
• pp.714-724
• /
• 2022

The spread of mobile devices comes to increase explosive data traffic and then results in various types of service demands. In order to satisfy the increment of traffic and the requirements for various services, optical internet technologies that transmit several Tbps through only a single optical fiber have been actively studied. Because of the large bandwidth, an optical link can accommodate a large number of service types. Therefore, new technologies are required to guarantee the survivability of optical internet and handle the requirements of each service. So, in this article, a new scheme based on GMPLS technologies is proposed to deal with the various service demands and survivability issues in IP over WDM networks.