• Korean Business Review
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• v.20 no.1
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• pp.55-71
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• 2007

The purpose of this study is to view the development process of customer satisfaction about service recovery by grafting disconfirmation theory an important paradigm in explaining customer satisfaction upon the Justice theory the recently on-going study of handling unfairness and to substantiate and analyze the influence of the perceived justice the important decisive factor in satisfaction about service recovery and disconfirmation about service recovery on customer satisfaction. The following conclusions are made according this study. First, the higher the expectation about service recovery is, the higher the standard of disconfirmation appears. Second, disconfirmation about service recovery turns out to have positive influence on customer satisfaction about service recovery. Third, the higher the perceived justice about service recovery is, the lower the level of disconfirmation about service recovery appears.

• 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.

• International Area Studies Review
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• v.15 no.2
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• pp.225-245
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• 2011

This study investigates the effects of justice dimensions on negative emotion, consumer satisfaction after service recovery, repurchase intention and word-of-mouth intention in a context of service recovery. Behavioral intentions(repurchase intention and word-of-mouth intention) are critical to the discount store sellers' survival and success. The research model is an extension of previous studies, especially considering more recent developments in the service recovery literature. A survey using 458 customers in China was conducted, confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the discount store business can be ensured. The results suggest that all three dimensions of justice had negative effects on negative emotion, had positive effects on satisfaction after service recovery. Negative emotion had negative effects on recovery satisfaction. Recovery satisfaction had positive effects on repurchase intention and word-of-mouth intention. Finally, this study suggests the implications of these findings and offers directions for future research.

• Management & Information Systems Review
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• v.33 no.1
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• pp.17-43
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• 2014

research tries to present the role of perceived justice and authenticity in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and positive customer behavior. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of perceived justice for successful service recovery has agreed by many researchers, relatively little attention has been paid to emotional aspect of customer. 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 while they focus on cognitive aspects. The one research focused on emotional aspects examined effect of authenticity in service context with other related factors. However, solely examined effect of authenticity is not enough to present proper implication effect between justice and authenticity so that it can be understood more clearly. 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 authenticity on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.11
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• pp.5541-5548
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• 2013

Any enterprises cannot be free from service failure because of service attribute. Thus, the effort to recover from service failure properly has an important meaning. This study emphasizes on the need of effort of service recovery and distinguishes the operant situation of service failure into severity and controllability. At this moment in time, this study wants to verify the role of the effect of justice awareness on trust and satisfaction and adjustment role of employees' authenticity. An object of his study was 206 people who complained about service and this study analyzed their questionnaires by using SPSS, AMOS. To sum up, First, this study result shows that the seriousness of service failure has a negative effect on justice and only controllability has a negative effect on justice. Second, this study result shows that justice awareness has a positive effect on trust and satisfaction and that recovered trust has a positive effect on satisfaction. Third, authenticity has regulation effect on the structural relationship of severity, controllability, trust and satisfaction. Based on such result, this study presented suggestive point and suggested future study.

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2004.11a
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• pp.301-316
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• 2004

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2005.04a
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• pp.109-117
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• 2005

• Culinary science and hospitality research
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• v.16 no.2
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• pp.15-30
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• 2010

This study investigates the effect of seriousness and controllability of service failure on perceived fairness, reliability, satisfaction and loyalty of customers. The result of the study is as follows. First, it was expected that a control-attribute and a seriousness-attribute would have an negative(-) impact on perceived fairness-attribute; however, the result showed that both did not have an negative impact on it. Next, a fairness-attribute of a procedure had a significant effect on trust, and a fairness-attribute of interaction and a fairness-attribute of distribution had a significant effect on trust and satisfaction. Lastly, trust had a significant effect on satisfaction while satisfaction had a significant effect on loyalty. Based of the result of this study, food-service enterprises need to perform a fast process of a recovery to overcome service failure rather than confirming a control-attribute and a seriousness-attribute of service failure. Also, they should set up a process of the recovery in the order of trust, satisfaction, and loyalty and check if this process is promptly carried out.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.291-313
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• 2001

This study is about service failure and recovery. Prior studies of service failure and recovery encounters have been limited to descriptive research based primarily on retrospectiveti.e., memory-based) self-reports. This study uses a survey method and utilize a 2*2*2 experimental design with service recovery scenarios across two services. Manipulations included two levels of controllability, two levels of procedural justice and interactional justice, and two levels of distributive justice. Accordingly, this research examines how the controllability of service failure affect recovery satisfaction, and how these relations are moderated by the justice of service recovery. Conclusively, bi-dimension(outcome and process) constitutes the service recovery and this result supports the insistence that even dissatisfied customers can be satisfied through the service recovery efforts of the organization that once failed to meet the needs and expectation of customers.

• Journal of Distribution Research
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• v.10 no.3
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• pp.59-86
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• 2005

This study examined whether the efforts of department store for recovering services may be perceived fairly from the standpoint of customers upon any occurrence of service failure, whether such perceived justice contributes to higher customer satisfaction and trust, and whether such customer satisfaction and trust have positive influence on store loyalty of customers, respectively. For this sake, this study investigated relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For empirical analysis, a questionnaire survey was applied to total 204 customers who experienced in service recovery around domestic major department stores in the last one(1) year. With regard to empirical analysis to verify some hypotheses hereof, this study verified the reliability and validity of each questionnaire item by means of statistical programs like SPSS 10,0 and AMOS 4.0, followed by verifying hypotheses through SEM(structural equation modeling) analysis. These results indicate that positive efforts of department stores for service recovery upon their service failure may bring customer satisfaction and trust in department store, which result in boosting up store loyalty of customers. In this empirical study, it was notably demonstrated that despite any occurrence of service failure, the corresponding efforts of department stores to improve the level of justice perceived by customers in course of service recovery, had positive effects on better customer satisfaction, trust and store loyalty, and these effects induced customer's continuous repurchase, positive WOM(word of mouth) and recommendation about the use of appropriate department store, which may contribute to better its competitive edge.