• 산학경영연구
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• 제20권1호
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• pp.55-71
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• 2007

이 연구의 의도는 서비스회복과 관련된 기대불일치와 지각된 공정성의 고객만족과의 인과관계를 규명하기 위하여 서울시내 호텔레스토랑과 패밀리레스토랑을 이용하고 불평처리를 경험한 고객들을 대상으로 2006년 11월 16일부터 11월 30일까지 약 2주 동안 총210부의 설문지가 자료 분석에 활용되었다. 분석결과 서비스회복에 대한 기대와 서비스회복에 대한 불일치, 서비스회복에 대한 불일치와 서비스회복에 대한 고객만족도, 서비스회복에 대한 지각된 과정, 결과, 상호관계의 공정성과 서비스회복에 대한 불일치 등이 각각 통계적으로 유의한 정의 관계가 있는 것으로 나타났다. 또한, 지각된 공정성의 영역을 넘는 지나친 기대의 형성은 부의 불일치를 통해 만족에 악영향을 미치므로 적절한 기대수준의 유지가 필요함을 확인할 수 있었다.

• 복식문화연구
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• 제18권3호
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• pp.526-540
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• 2010

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for service-failure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

• 한국의류학회지
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• 제35권7호
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• pp.787-800
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• 2011

This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.

• 마케팅과학연구
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• 제8권
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• pp.291-313
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• 2001

본 연구는 서비스 실패와 회복에 관한 연구로서 그 동안 명확하게 정립되지 못한 실패와 회복에 관한 선행연구들을 검토하여 이를 체계적으로 정리하고, 실패 그리고 회복과 관련된 변수들과 이들 변수들간의 관계를 명확히 규명하여 보다 확고한 개념적인 틀을 제공하고자 한다. 이를 위해 본 연구는 서비스 실패의 통제성이 회복 만족에 영향을 미치고, 이들 변수 들은 서비스 회복 공정성에 의해 조절되어진다는 연구 과제를 설정하고 시나리오를 통한 유 사실험설계연구에 기초하여 분석한 결과 실패의 통제성은 회복 만족에 영향을 미치며, 실패의 통제성과 회복 만족간의 관계에 절차적 공정성, 상호관계적 공정성 그리고 분배적 공정성 모두는 상호작용 효과를 갖는 것으로 검정되었다.

• 복식문화연구
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• 제15권4호
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• pp.551-568
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• 2007

The purposes of this study were to identify factors of dissatisfaction and complaining behavior in internet fashion shopping mall, and to investigate constructs of service recovery for solution to this problems. Data were obtained from 201(male: 87, female: 114) internet fashion shopping mall consumer who have experiences of dissatisfaction and complaining behavior after buying products, and were analyzed using by descriptive analysis, factor analysis, Cronbach' $\alpha$, t-test. The results were as follows. First, the most response(80.4% of reponses) was experience to dissatisfaction through internet fashion shopping mall, and the most dissatisfied items were blouse, sweater, T-shirt in upper garment. Also, in men's case, the most satisfied price zone was not exceeding $30,000{\sim}50,000\;won$ and in women's case, it was not exceeding $20,000{\sim}30,000\;won$. Second, 7 factors of dissatisfaction(called quality, payment, delivery, price, interaction, returning/changing/refunding, contract) were identified after purchasing fashion products from internet shopping mall. 3 factors of complaining behavior(called private action, legal action, remedial seeking action) were investigated. Third, constructs of perceived service recovery were extracted from literature review: perceived interaction and justice. Perceived interaction were categorized into two factors: the interaction on the part of the consumer, the interaction in the part of the shopping mall. And perceived justice were categorized into three factors: interactional justice, distributive justice, procedural justice. Usually, university students were likely to take a serious view of service recovery through interaction and justice with internet fashion shopping mall.

• The Journal of Asian Finance, Economics and Business
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• 제8권8호
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• pp.593-600
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• 2021

Service failures are fairly common these days, and recovering from them is difficult. If service failures are not addressed quickly, the service provider may lose revenue and customers. A good service recovery strategy will positively impact the business results of the service provider. The study aims to demonstrate the impact of service recovery on the satisfaction and word of mouth of international visitors towards homestays in the Mekong Delta, Vietnam. The research data was collected from 320 international visitors who have used services at homestays and experienced service failures in the Mekong Delta, Vietnam. Structural equation modeling was applied to analyze the data. The result shows that 3 dimensions constitute service recovery which are distributive justice, interactional justice, and procedural justice. Most importantly, the study has proved the positive impact of service recovery on both satisfaction and word of mouth of overseas tourists towards homestays in the Mekong Delta, Vietnam. The results have stressed the importance of service recovery to tourists' perceptions of service quality and service image. In addition to this, the study suggests that homestay owners should develop risk handling and risk prevention plans for their services.

• 산경연구논집
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• 제9권1호
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• pp.77-88
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• 2018

Purpose - Past research has not given much attention to the roles of consumers' social relationship type in the effects of justice type of service failure recovery alternatives on their satisfaction to the alternative exposed to them. Current research aimed at exploring the moderation role of consumers' social relationship central versus peripheral in the effects of justice types of service failure recovery alternatives on the recovery satisfaction, and this research also explored whether the level of satisfaction to interaction justice-focused alternative are significantly different between the two, their social relationship central and peripheral relationship. Research design, data, and methodology - 2(social relationship central versus peripheral) between-subjects design was employed. 50 participants for each experimental group there were. Participants of each group took forceful steps in choosing one between the procedural justice-focused alternative and the distribution justice-focused alternative. χ²-analysis was used to verify that the number of choosing each alternative becomes different between the two experimental groups, and a one way ANOVA was used to verify that the extent to which participants are satisfied to the alternative chosen by them becomes different between the two groups. Results - The number of participants choosing procedural justice-focused alternative at the group of social relationship central was larger than that at the group of social relationship peripheral, whereas the number of participants choosing distribution justice-focused alternative at the group of social relationship peripheral was larger than that at the group of social relationship central. And the level of satisfaction to procedural justice-focused alternative at the group of social relationship central was higher than that at the group of social relationship peripheral, whereas the level of satisfaction to distribution justice-focused alternative at the group of social relationship peripheral was higher than that at the group of social relationship central. In addition, the level of satisfaction to interaction justice-focused alternative was not significantly different between the two groups. Conclusions - Marketers should give attention to the type of justice when developing alternatives by which consumers' service failure can be recovered. They should suggest procedural justice-focused alternative to consumers under social relationship central, whereas they should develop distribution justice-focused alternative for consumers under social relationship peripheral. And in the process of recovering service failure they also should focus on interaction justice.

• 한국조리학회지
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• 제17권2호
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• pp.168-181
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• 2011

본 연구는 외식산업 고객을 대상으로 외식산업의 서비스회복 공정성이 관계혜택, 관계만족과 장기관계지향성에 미치는 영향을 알아봄으로써 마케팅 경영전략 차원에서 효과적인 마케팅 전략을 수립하는데 목적을 갖고 연구하였다. 연구결과 서비스 회복 공정성의 절차, 상호작용, 분배공정성에 따른 관계혜택에 긍정적인 영향을 미치고, 관계혜택을 통해 고객만족을 극대화시켜 종국적으로는 장기적 우호고객으로 상호관계가 지속될 수 있음을 시사해 주었다. 이는 서비스기업들이 서비스와 관련된 목표를 정하고 여러 가지 노력에도 불구하고 서비스 실패는 다양한 내 외부적 요인에 의하여 빈번하게 발생하고 있으므로 이러한 서비스 실패에 적극적으로 대처하고 고객만족과 장기관계지향성을 유지하기 위하여 서비스 회복전략차원에서 공정한 관계혜택을 통한 적극적인 노력이 요구됨을 입증해 준 것이라 할 수 있다.

• 산업융합연구
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• 제21권12호
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• pp.11-23
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• 2023

본 연구는 서비스회복 공정성, 잔여감정, 그리고 고객행동의 관계에 관한 것으로 서비스회복에 대한 공정성이 잔여 감정에 영향을 미치고 이러한 잔여감정은 고객의 부정적 행동에 영향을 미친다는 것을 실증적으로 검증하고 있다. 또한 본 연구는 고객-브랜드관계품질을 감정적 관계품질과 인지적 관계품질로 구분하고 어떤 유형의 관계품질인가에 따라 분배, 절차, 상호작용공정성이 잔여감정에 미치는 영향정도가 상이할 수 있음을 검증하고자 한다. 설문지를 통해 자료를 수집하였으며 구조방정식 모형으로 가설을 검증하였다. 연구결과 서비스회복 공정성 중 절차, 상호작용 공정성은 잔여감정에 유의한 영향을 미치는 것으로 나타났고, 잔여감정은 재방문의도, 부정적 구전의도에 유의한 영향을 미치는 것으로 나타났다. 또한 분배공정성, 절차공정성이 잔여감정에 미치는 영향은 인지적 관계품질이 감정적 관계품질보다 더 높은 것으로 나타났고, 상호작용공정성이 잔여감정에 미치는 영향은 감정적 관계품질이 인지적 관계품질보다 더 높은 것으로 나타났다.

• 대한안전경영과학회지
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• 제12권2호
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• pp.89-97
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• 2010

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.