서비스회복에 관한 비교문화적 접근

• 영문명: Cross-cultural Approach on the service recovery
• 발행기관: 한국관광학회
• 저자명: 문성현 김정만
• 간행물 정보: 『관광학연구』제32권 제3호, 375~396쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

This study proposed to examine the effects of service recovery on customer's satisfaction, re-purchase intention and positive word-of-mouth, and to examine cross-cultural differences which mainly focus on individualism- collectivism in air service industry. Results from this study suggest followings: First, the perceived recovery performance of procedural justice, distributive justice, interactional justice for service recovery significantly effects on customer's satisfaction. They also showed that the higher the satisfaction, the higher purchase intention, positive word-of-mouth. Second, in an examination of perceived recovery performance, satisfaction, behavior intentions between two cultural contexts, individual and collective consumer have no significant differences except three hypotheses. Third, the study revealed that there was significant difference between compensation and explanation, apology. In case of explanation and apology, customer's perceived recovery performance, satisfaction, behavior intention is higher than that of economic compensation.

목차

I. 서론

II. 이론적 배경

III. 연구의 설계

IV. 분석 결과

V. 결론

참고문헌

키워드

서비스회복 공정성이론 비교문화적 접근 개인주의 집단주의 항공서비스 Service recovery Justice theory Cross-cultural approach Individualism Collectivism Air service