• 복식
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• 제64권3호
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• 복식
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• 제63권3호
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• pp.46-60
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• 2013

With a goal of establishing a marketing strategy which allows businesses to hold a dominant position in beauty service industry, this study has attempted to investigate causal relations among behavioral intentions by customer satisfaction once service recovery strategy is recovered depending on customers' emotional responses against service failure. In order to provide relevant data to make correct decisions during management and marketing planning so that better customer satisfaction can be achieved in the beauty service industry, the results of the previous studies on service failure and recovery strategy in the beauty service industry have been examined. Then after selecting i) the efforts to recover service failure, ii) satisfaction after recovery and iii) behavioral intention after satisfaction as causal variables, the relation among these variables were verified using a structural equation model. As a result, an appropriate recovery strategy which is developed after service failure makes customers have positive behavioral intentions when customer satisfaction is achieved just as described in previous studies. Furthermore, it is a critical fact which helps businesses keep their customers in a mature market, where it is hard to attract new customers and create long-term profit. This study empirically supports information on how service failure and related variables occur in the beauty service industry. It is significant in that it has helped beauty service providers build service recovery-related strategies.

• 유통과학연구
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• 제18권2호
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• pp.91-98
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• 2020

Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.

• 한국경영과학회지
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• 제35권3호
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• pp.1-24
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• 2010

As the Internet is explosively growing and the market is rapidly globalized, many entrepreneurs have been given an impetus to take on the function of the intermediation between providers and customers. Organizations performing the mediating roles in the cyberspace are termed 'cybermediary' and often called 'Openmarket' as a kind of transactional cybermediary in Korea. Despite sustainable growth of Openmarket, customer complaints and damages are increasing because of absence of recovery standards after a service failure. Therefore, it is important that a service provider converts dissatisfied customers to advocates for the growth of the Openmarket. This study aims to examine the role of recovery of the service failures for the Openmarket by proposing a relationship between complaint handling and continuance based on the equity theory. From the empirical results, we found that interactional equity had significant effects on both overall service satisfaction and recovery satisfaction, while procedural equity significantly influenced only recovery satisfaction. Recovery satisfaction also had an impact on overall service satisfaction and each satisfaction factor was positively related to continuance intention.

• 한국콘텐츠학회논문지
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• 제10권7호
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• pp.377-385
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• 2010

본 연구는 서비스 실패의 환경에서 회복과정의 공정성 인지의 정도가 고객의 전환의도에 부정적인 영향을 미칠 것이며, 공정성과 전환의도간의 만족이 매개변수로서 영향을 미칠 것이라는 가정에서 출발되었다. 실증연구 결과 회복의 과정에서 인지되는 공정성은 회복 후 고객만족에 긍정적인 영향을 미치며 서비스 기업에서 이탈하고자 하는 전환의도에 부정적인 영향을 미치는 것으로 파악되었다. 그러나 공정성과 전환 의도의 인과관계에서 회복 후 만족이 매개변수 역할은 하지 않는 것으로 나타났다.

• 품질경영학회지
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• 제35권4호
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• pp.111-122
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• 2007

The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance

• 지식경영연구
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• 제16권1호
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• pp.71-93
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• 2015

With the rapid growth of the internet, electronic commerce has become accepted as one of the major purchasing channels for consumers. As more and more consumers search for and purchase products through the internet, intra-industry competition of electronic commerce has become fierce. Therefore, electronic commerce service providers pay attention to factors that prevent existing customers from leaving there services in the service failure situation. In this regard, electronic commerce service providers should make service recovery efforts for consumer recovery satisfaction after service failure. In this study, we suggest that procedural justice, interactional justice, distributive justice and authenticity have positive impacts on recovery satisfaction. In addition, we also propose that involvement plays moderating roles in the relationships between procedural justice, interactional justice, distributive justice, authenticity and recovery satisfaction. We collected empirical data for this study over a period of two weeks from subjects who had service failure recovery experiences through electronic commerce. A total of 224 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with SPSS 20.0 and SmartPLS 2.0. The first step in the data analysis was to establish the internal consistency, convergent validity, discriminant validity of the constructs. In the second step, we examined the structural model. The empirical results support the proposed model and partly identify the moderating effect of involvement differences. The moderate effect results show that procedural justice, distributive justice and authenticity have different impacts on recovery satisfaction in two groups. Cognitive factor such as the procedural justice and distributive justice have stronger impacts on recovery satisfaction in the high-involvement goods than in the low-involvement goods, while emotional factor such as authenticity has a stronger impact on recovery satisfaction in the low-involvement goods than in the high-involvement goods. We expect that this result will provide researchers and managers who are interested in electronic commerce service failure recovery with useful theoretical and practical implications.

• 한국의류학회지
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• 제35권7호
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• pp.841-855
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• 2011

This study examines the structured model of building fashion customer loyalty by service recovery and scrutinizes the effect of explanations on perceived justice and the proposed model. The data of a total of 300 women were collected through an online survey. Employing structural equation modeling, this study demonstrated that both distributive and interactional justice had a positive impact on customers' satisfaction with service encounter that subsequently led to overall satisfaction with the brand. Overall satisfaction influenced the attitudinal loyalty of customers that induced their behavioral loyalty. To examine the effect of explanations on perceived justice and the process of building fashion customer loyalty by service recovery, t-test and multi-group SEM were employed. The result displayed that the group who received explanations after service failure perceived higher level of justice than the one who did not. There was a significant difference between two groups on the direct path from interactional justice to overall satisfaction with the brand. This study clarifies how perceived justice influences fashion customer loyalty mediating by satisfaction in and confirms the critical role of explanations in service recovery context. By implying the understanding of the important role of explanations in service recovery context, this study provides fashion marketers with insight for delivering more successful service recovery strategies that enhance customer loyalty.

• 대한한방부인과학회지
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• 제35권3호
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• pp.88-104
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• 2022

Objectives: The purpose of this study is to report the effectiveness and satisfaction of traditional Korean medicine (TKM) for enhanced recovery after surgery (ERAS) after gynecological surgery. Methods: The study is conducted by analyzing the medical records of hospitalized patients in a Korean medicine hospital. Sixty-five patients who received TKM for ERAS after gynecological surgery from May 2020 to July 2021 were included. We performed statistical analysis by using SPSS ver. 25.0. To verify the effect of TKM for ERAS, we analyzed improvement of symptoms. Also, we analyzed survey of patients' satisfaction to verify the satisfaction of TKM for ERAS. Results: Among the symptoms of pain, there was a statistically significant decrease in all types of pain on the questionnaire. Other systemic symptoms showed statistically significant improvement in all symptoms on the questionnaire. The satisfaction level questionnaires for TKM for ERAS showed a mean value of 4.37±0.63 out of 5-point scale. Especially, herbal medicine, acupuncture, and moxibustion showed high satisfaction without dissatisfaction. Conclusions: The result has shown that TKM for ERAS after gynecological surgery is effective and the satisfaction of the patients is high. Further study on TKM for ERAS for quality of life assessment is needed.

• 국제지역연구
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• 제15권2호
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• pp.225-245
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• 2011

본 연구는 중국의 북경, 청도, 상해 등에 거주하는 대학생과 일반인을 대상으로 중국 소비자들의 공정성 차원 즉 분배 공정성, 절차 공정성, 상호작용 공정성과 부정적 감정, 회복 만족 및 행동의도(재구매 의도, 구전의도) 간의 상호 관련성을 연구하고자 하는 것이다. 또한 공정성 차원과 회복 만족 간의 관계에서 부정적 감정의 매개효과를 조사하는 것이다. 본 연구의 결과에 의하면, 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정에 부의 영향을, 회복만족에 정의 영향을 미치는 것으로 나타났다. 둘째, 부정적 감정은 회복만족에 부의 영향을 미치는 것으로 나타났다. 셋째, 본 연구의 결과, 서비스 실패에 따른 회복 만족은 행동의도 즉 재구매 의도와 긍정적 구전의도에 정의 영향을 미치는 것으로 나타났다. 마지막으로 지각된 공정성 차원이 회복만족에 미치는 영향에 있어 부정적 감정의 매개효과를 검증한 결과, 부정적 감정은 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정의 매개를 통해서 뿐만 아니라 직접적으로 회복만족에 미치는 것으로 나타났다. 본 논문은 서비스 실패에 따른 회복 과정에서 중국 소비자들의 구매행동을 이해하고, 이에 따른 할인점의 수익성 및 고객 유지 관리를 위한 전략 수립에 필요한 지식을 제공하고 있다.