고객불평에 대한 레스토랑의 처리방안

• 영문명: A Study on the customer Complaint handling in Restaurant
• 발행기관: 대한관광경영학회
• 저자명: 김은숙 김원인
• 간행물 정보: 『관광연구』제15권 제1호, 341~358쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2000.08.30

영문 초록

The purpose of this study is to provide the restaurant the customer complaint handling and to report customer's evaluation about it. In specific, Customer's post-behavior is influenced by the customer complaint handling in hospitality industry. The following results are the casual sequence of theory through the model of existing documentary records. Firstly, it is found out that the result of the complaint handling on the customers who had experienced by justice theory. The validity of justice dimension is proved through factor analysis. Secondly, there are two dimensions in justice, distributive justice and interactive justice. Those are interacting each other and influencing in the satisfaction of complaint handling. It is found that justice is the important concept in restaurant's complaint handling. In addition, the investment of restaurant's complaint handling can make the restaurant keep a good relationship with its customer. However, the limitation of this survey is to cause bias because of answering to scenario. This study about F&B service will contribute to provide systematic knowledge of complaint handling and develop effective program.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론고찰 및 가설설정

Ⅲ. 실증분석

Ⅳ. 결론

참고문헌

부록

키워드

공정성이론 불평처리 분배적 공정성 절차ㆍ상호작용적 공정성