(2019년 국제학술대회)The Effect of Hotel Customer Recovery Service on Recovery Satisfaction and Customer Behavior Intention

• 발행기관: 융합관광콘텐츠학회
• 저자명: Sunmi Yun Hyunjung Park Bo Young Moon
• 간행물 정보: 『융합관광콘텐츠학회 학술대회 발표집』제2차 융합관광콘텐츠학회 학술대회 발표집, 25~36쪽, 전체 12쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.06.30

영문 초록

The purpose of this study was to examine the effect of service recovery actions on recovery satisfaction and customer behavior intention in hotel industry that was based on service recovery theory. And examine whether recovery satisfaction plays a mediator role in service recovery actions and customer behavior intention. A total of 255 questionnaires were used for statistical analysis. The results of the analysis were as follows: first, the service recovery actions in hotel had a positive impact on the recovery satisfaction. Second, the recovery satisfaction had a positive impact on customer behavior intention. Third, recovery satisfaction partially mediates between servic e recovery actions and customer behavior intention. From these results, this study provides extended data for the hotel’s service recovery actions, and hotel service employees will use these results to improve their service skills.

목차

1. Introduction

2. Literature Review

3. Research Design

4. Analysis and Results

5. Discussion and implications

키워드

Hotel Customer Service Failure Service Recovery Recovery Satisfaction Customer Behavior Intention