호텔고객의 회복공정성과 관계혜택이 만족 및 이탈의도에 미치는 영향

• 영문명: Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan
• 발행기관: 한국관광학회
• 저자명: 배상욱 전재균 전창현
• 간행물 정보: 『관광학연구』제30권 제4호, 131~150쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2006.08.31

영문 초록

This study analyzes the causal relationship of fairness and relational benefit perceptions with defection intentions through customer satisfaction. Using SAS and AMOS, the model is calibrated and tested through a survey of 171 hotel guests in Busan metropolitan city. Findings suggest that customer's higher fairness perceptions in service recovery enhances customer satisfaction. Also, service recovery appeared to enhance fairness and satisfaction perceptions in the hotel, leading to lower defection intentions when customers were offered tangible offerings in the favorable outcome condition. Finally, customer perceptions of higher relational benefits appeared to enhance satisfaction perceptions with the service recovery and the hotel in general.

목차

I. 서론

II. 이론적 배경

III. 연구의 모형과 가설

IV. 분석 결과

V. 결론

참고문헌

키워드

서비스회복 회복공정성 관계혜택 고객만족 이탈의도