여행사의 불평처리에 대한 공정성 지각이 고객의 만족도와 행동의도에 미치는 영향

• 영문명: The Effect of Justice Recognition of Travel Mediators' Complaint Handling on Customers Satisfaction and Behavioral Intention
• 발행기관: 한국관광학회
• 저자명: 조용현 정혜선 윤성철
• 간행물 정보: 『관광학연구』제30권 제1호, 251~269쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2006.02.28

영문 초록

As can be seen in expecting better service quality. travelers' needs nowadays are being diversified and qualitative. To keep market priority travel mediators tend to do their best services to the customers. However service in nature are prone to be of failure since it should be handled manually. Authors in this study probe into right ways of recovering such service failure. Empirical data were gathered from those who have ever experienced service failure during his/her travel and ever expressed their complaint to the travel company which they relied on. The result shows distributive and interaction justice influence positive effect to the satisfaction.

목차

I. 서론

II. 이론적 배경

III. 연구방법

IV. 분석결과

V. 결론

참고문헌

키워드

여행 서비스 실패 공정성 불평처리 신뢰 고객 행동 의도