호텔의 서비스 회복에 대한 공정성 지각이 고객의 자발적 파트너십에 미치는 영향

• 영문명: Impact of the Justice Perception of Service Recovery on the Customers’ Voluntary Partnership in Hotels
• 발행기관: 한국관광학회
• 저자명: 김홍범 김태구
• 간행물 정보: 『관광학연구』제27권 제1호, 121~139쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2003.06.30

영문 초록

This study is to observe a customer’s perceived justice of a hotel’s service failure recovery preventing customer defection, and further to analyze the effects of the hotel’s service recovery on the Customer Voluntary Partnership(CVP) which consists of loyalty, participation and cooperation. The interrelationship of the hotel’s service recovery and the CVP is examined through the pre-designed scenarios which are validated by appropriate experimental design. The results imply that the higher the customer’s perception of justice, the higher the customer’s intention for participation in CVP. And the higher the distributive justice perception, the higher the loyal intention in CVP, which means a customer with the highest score of the distributive justice perception shows the highest intention for loyalty. Finally, the higher the perception of procedural justice, the higher intention for cooperation in CVP.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 서비스 회복에 대한 공정성 지각과 고객의 자발적 파트너십

Ⅲ. 연구설계

Ⅳ. 결과분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

서비스 회복 공정성 지각 고객의 자발적 파트너십 실험설계 시나리오기법