• Culinary science and hospitality research
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• v.22 no.8
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• pp.204-218
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• 2016

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.

• Management & Information Systems Review
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• v.33 no.3
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• pp.105-128
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• 2014

This study attempted to examine the role of customers in service recovery process. There have been an argument regarding whether the role of customer in service failure situation 'buffer' or 'deteriorate'. Thus, the role of customer such as relationship quality and customer participation was discussed in this research. According to the result of study, (1) customers' perceived recovery have positive effect on positive emotion significantly. (2) customers' perceived distributional justice and interactional justice positively affected encounter satisfaction in the of recovery justice variable. However, whereas procedure justice has no effect on encounter satisfaction directly, there was indirect effect through customers' positive emotion. (3) As a result of the analysis for the effect of perception of recovery justice on recovery satisfaction, the effect of interactional justice was significant only. Distributional and procedural justice have indirect effect on recovery satisfaction through positive emotion or encounter satisfaction. (4) Customers' positive emotion positively affected encounter satisfaction and recovery satisfaction. (5) Relationship quality negatively moderated the relationship between procedural justice and positive emotion while customer participation positively moderated two paths that distributional justice to encounter satisfaction and interactional justice to recovery satisfaction.

• Management & Information Systems Review
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• v.33 no.1
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• pp.65-81
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• 2014

Although the study of IT services has increased in recent years, few study have focused on trust based recovery process. Additionally, users of IT services have different use purpose depending on service type. Therefore, the purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.15 no.5
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• pp.71-82
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• 2016

Information System for rear-end collision avoidance is a unit service of C-ITS pilot project. Road environment that the number of vehicles at the same driving high-speed has a possibility that the communication delay or failure caused by heavy load of vehicle to vehicle communication. In this study, effects of the road network about a communication failure rate of information system for rear-end collision avoidance was analyzed quantitatively with micro traffic simulation. The simulation was carried out in situation that crash of two vehicles are occurred at merging area with speed limit 80km/h and information of collision is prvoided to the rear vehicle. From simulation results, it can confirm the trend of the increasing 14% of potential conflict according to 10% increasing of the communication failure rate. C-ITS service has a goal of increasing safety. The coommunication failure rate increases due to heavy load of vehicle causes a fatal result in road safety administrator position. For the success of C-ITS project, a communication system developers side should perform the effort to reduce the communication failure rate.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.10
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• pp.6076-6083
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• 2014

Service recovery research has been conducted on the premise that service problems can be returned to the original condition. This study, however, focused on irrecoverable service problems for the first time and classified them according to the types and sub-types. The specific wants of customers who experienced unrecoverable service problems were identified by analyzing the customers' emotion, behavior pattern, and the company's responses. The results revealed three main types of problems and 2 categories in group 1, 6 categories in group 2, and 2 categories in group 3. In particular, damaged items and bodily harm were frequent problems, and bodily harm was recognized as the most severe failure. Regarding the customers' emotion, the customers were so enraged at the audacity and the company still showed many problems in terms of its response to the service failures. This study also suggested the analysis results of the customers' behavior and company evaluation.

• Management & Information Systems Review
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• v.33 no.3
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• pp.59-76
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• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Korea Journal of Hospital Management
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• v.16 no.1
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• Proceedings of the Korean DIstribution Association Conference
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• 2006.02a
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• pp.187-227
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• 2006

To attain competitiveness in the severe competition of retailing, retailing firm like Aekyung department store composites multiplex entertainment shopping mall with other firms as key tenants like LG supermarket, Books Libro, and CGV. But in multiplex entertainment shopping mall customers who have experienced a service failure in key tenant's shops usually ask a compensation of service failure to the lessor like department store. Even though customers of multiplex entertainment shopping mall know that key tenants use different service strategy, personnel management system and operation system and so on, they do not rare of it. Why they do that? How can we explain this situation? This study explains customer's complaining behaviors in multiplex entertainment shopping mall using attribution theory and justice theory. The study presents a comprehensive model about the effects of the perceived attribution and fairness on customer satisfaction and suggests practical implications for retailing firms composing multiplex entertainment shopping mall.

• Asia Marketing Journal
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• v.14 no.1
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• pp.99-130
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• 2012

Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.152-165
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• 2007

The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service 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, $June{\sim}August$ 2004, by setting factorial design of 2(control, severeness)$\times$3(distributive fairness, procedural fairness, mutual relational fairness)$\times$2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio). Research findings are as follows; First, perceived recovery justice has an effect on customer satisfaction and behavioral intention. Second, customer satisfaction and restaurant satisfaction have positive influence on behavioral intention. The results will be helpful for them to develop a further service failure and recovery framework. For service marketing managers, the results will suggest specific guidelines for establishing service recovery strategies.