고객 불평처리 공정성과 고객만족과의 관계

• 영문명: Relationships Between Hotel's Justice Procedure and Customer's Complaints - Focused on Hotel Industry -
• 발행기관: 대한관광경영학회
• 저자명: 김수경
• 간행물 정보: 『관광연구』제19권 제2호, 147~161쪽, 전체 15쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.10.30

영문 초록

The purpose in this study indicates that a hotel's favorable actions during episodes of conflict demonstrate its SERVQUAL trustworthiness It also implies that investments in complaint handling can improve evaluations of hotel service quality. Managers have several options in developing fair complaints and handling procedures. Empowerment addresses the critical issues of speed, convenience, accessibility of complaint procedures. However, do the managers know how to deal successfully with hotel service failures or the impact of complaint handling strategy? Using justice theory, the author also demonstrates that customers evaluate complaint incidents in terms of the outcomes they receive from the distributive, the procedures, and the nature of interpersonal treatment during the process. The author develops and tests competing hypotheses regarding the play between satisfaction with complaint handling and experiences in Hotel customer's dissatisfaction or complaints.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 문헌연구 및 가설의 설정

Ⅲ. 연구방법

Ⅳ. 자료의 분석과 해석

Ⅴ. 결론

참고문헌