외식서비스 실패 상황의 회복 공정성 인식이 만족, 사후 행동의도에 미치는 영향

• 영문명: Impact on Behavior Intentions of Food Service Recovery Justice Perception: Testing for Moderating Effects of Switching Barriers with Structural Equations
• 발행기관: 한국관광학회
• 저자명: 李永蘭 趙文秀
• 간행물 정보: 『관광학연구』제35권 제8호, 163~182쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2011.10.31

영문 초록

This study examined the effects of customers' perception of service recovery justice on their satisfaction and future behavior intention in the context of food service industry. Based on previous study, recover justice perception was conceptualized in terms of procedural justice, distributive justice, and interactional justice. Switching barrier was measured in terms of positive and negative aspects of switching customers' primary restaurant. Data were collected from 308 college students who took food service related courses and experiences service failure and recovery from June to July, 2010. Results showed that the respondents' perception on the distributive and interactional justice were positively associated with their level of satisfaction. In addition, negative switching barrier played a moderating role between the perceived distributive/interactional justice and satisfaction Results also showed that positive switching barrier played a moderating role between satisfaction and future behavioral intentions.

목차

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구의 설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

외식서비스 실패 전환장벽 서비스 회복 공정성 인식 사후 행동의도 Food service failure Switching barriers Service recovery Justice perception Behavioral intentions