• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 마케팅과학연구
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• 제18권1호
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• pp.33-58
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• 2008

본 연구는 서비스실패가 아니라 제품실패 이후, 회복노력의 효과를 실패심각성에 따라 확인하는 것이다. 회복노력은 보상노력, 장점노력 및 단점노력으로 구분되었다. 보상노력은 실패상황을 직접적으로 되돌리려는 의도로 구체적인 보상을 제공하는 방안으로, 장점노력은 제품실패를 초래하는 이유가 특정한 장점을 추구하는 과정에서 불가피하게 발생할 수 있는 문제임을 언급하는 것과 같이 추가적인 상대적 장점을 설명하는 방식으로, 그리고 단점노력은 자사제품이 서비스실패를 초래할 수 있는 문제점을 지니고 있는 반면에 경쟁제품은 또 다른 측면의 단점을 지니고 있다는 점을 부각시켜 소비자의 자사제품에 대한 부정적 태도를 회복시키려고 방안이라고 개념화되었다. 그러한 회복노력들이 실질적으로 효과가 있다고 결론을 내리기 위해서, 회복노력이 제공되지 않는 상황과 비교하여 소비자의 태도나 의향이 우호적인지 검토된다. 가설검증을 위해 화장품산업에서 소비자들을 대상으로 가상적인 시나리오를 이용한 실험을 실시하였다. 연구 결과, 전반적으로 회복노력들은 효과적인 전략임이 확인되었고, 보상노력은 장점노력이나 단점 노력보다 효과적이었다. 특히 심각성이 높은 실패조건에서 단점노력은 장점노력보다 긍정적인 제품태도를 유도하였다. 심각성이 낮은 실패조건에서 장점노력과 장점노력의 효과는 기대할 수 없었다.

• 복식문화연구
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• 제15권6호
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Asia Marketing Journal
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• 제20권3호
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• pp.83-103
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• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• 한국조리학회지
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• 제22권8호
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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.

• 한국조리학회지
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• 제11권3호
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• pp.103-120
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• 2005

The purpose of this study was to identify the customer dissatisfaction types by demographic characteristics, and examine the effort of service recovery justice on the customers' satisfaction, in order to construct the efficient recovery system fer the restaurant service failure. Also, another purpose of this study was to analyze the effect of customer satisfaction on the word of mouth and the repurchase, and so devise the information measures for the positive relationship between the customers and the domestic restaurants. According to the results of this study, the customer evaluation on service recovery could be explained by the concept of justice. Also, this justice influenced the overall satisfaction on service recovery, and further the satisfaction on service recovery influenced the subsequent positive word of mouth or repurchase intention.

• 자원환경지질
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• 제44권6호
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• pp.533-539
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• 2011

미국에서는 재난으로 인한 기반시설물의 피해를 줄이기 위해 국가기반시설 리질리언스 확보가 국가기반시설보호계획에 활용되고 있다. 여기서 "리질리언스"는 재난으로 인한 시스템의 영향을 효율적으로 줄일 수 있는 기반시설 시스템의 능력으로, 리질리언스 비용으로 정량화가 시도되었다. 리질리언스 비용은 시스템 영향과 복구노력을 합한 것으로, 리질리언스 평가 사례는 리질리언스 평가시 복구노력을 고려할 필요가 있음을 보여주고 있다. 본 논문은 리질리언스 비용을 설명하고, 연구 사례를 통해 리질리언스 비용의 평가 방법을 보여주고자 한다.

• 품질경영학회지
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• 제28권4호
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• pp.47-66
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• 2000

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.

• 대한가정학회지
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• 제43권3호
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• pp.147-159
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• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• 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.