서비스 恢復의 公正性 知覺이 顧客滿足 및 再訪問 意圖와 口傳 效果에 미치는 影響

• 영문명: A Study of the Effect of Justice Perception about Service Recovery on Customer Satisfaction, Revisit Intention and Word-of-mouth : Focus on Traditional Korea Food Restaurants in Daegu
• 발행기관: 청운대학교 관광산업연구소
• 저자명: 박은주(Park, Eun-Joo) 김영아(Kim, Young-Ah) 변광인(Byun, Gwang-In)
• 간행물 정보: 『관광산업연구』관광산업연구 제5권 제1호, 1~18쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.05.31

영문 초록

This study found service recovery justice perception of traditional Korea food restaurants at Daegu has an effect on satisfaction, revisit intention and word-of-mouth. According to the results of this study, customer satisfaction about service recovery has a good effect on revisit intention and word-of-mouth. As a result of study, three points of service recovery justice perception with traditional Korea food restaurants, that, procedural justice, interactional justice and distributive justice have a strong effect on satisfaction, revisit intention and word-of-mouth. Also this study is meaning existing previous study is reinvestigated by general opinion study. According to this result when traditional Korea food restaurants with important service failure happen, prevent leaving customer, long term relationship with customer by surpassed expectations success recovery, this study is good guide build for.

목차

ABSTRACT

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석 및 결과

Ⅴ. 요약 및 결론

참고문헌

키워드

서비스 회복 공정성 지각 재방문 의도 구전효과 Service recovery Justice perception Revisit intention Word-of-mouth