서비스 실패/회복 후 고객만족에 관한 연구

• 영문명: Customer Satisfaction After Service Failure and Recovery: Application of the Expectancy-Disconfirmation Paradigm
• 발행기관: 한국관광학회
• 저자명: 신현호 한상일
• 간행물 정보: 『관광학연구』제27권 제4호, 127~145쪽, 전체 19쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2004.02.29

영문 초록

Relatively little research has addressed the nature and determinants of customer satisfaction following service failure and recovery. Studies using scenario-based experiments revealed the impacts of recovery expectation, recovery performance on customers’ post-recovery satisfaction, and customers’ post-recovery service quality. This study suggested that high recovery efforts coupled with low recovery expectations would result in satisfaction and service quality equal to or greater than that if no service failure had occurred. The findings, which revealed that the higher the recovery performance, the higher the post-recovery satisfaction, provided support to the importance of superior service recovery. Therefore, superior recovery could be viewed as an opportunity compared to inferior recovery.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰 및 연구가설

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론 및 논의

참고문헌

키워드

서비스 실패 서비스 회복 기대/불일치 패러다임 회복기대 회복성과 회복만족 서비스 회복 패러독스