외식업체의 사과메시지가 진실성과 이미지회복에 미치는 영향

• 영문명: The Effect of Apology Messages on Sincerity and Image Restoration in Food Service Enterprises
• 발행기관: 한국관광학회
• 저자명: 박종구 이나래
• 간행물 정보: 『관광학연구』제33권 제5호, 165~185쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.10.31

영문 초록

This study measures the effectiveness of various corporate apology strategies in mitigating public anger and restoring the corporate image after a service failure such as the selling of out-of-dat food. Data were collected through an onsite survey of 240 food court diners. The diners were presented with a fictitious newspaper article about a food service company's selling out of data food and were asked to rank 8 different apology messages in terms of their ability to restore the image and sincerity of the food company. The results indicated that the most effective apology message included economic compensation such as 10% of return of profit to a scholarship foundation and reimbursement of expenses incurred by victims. However, a through investigation and public report as well as voluntary work by the company were more effective than economic compensation in decreasing public anger.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

진실성 이미지 회복 사과메시지 Trueness,Image restoration,Apology message