서비스 실패의 심각성이 고객의 회복 공정성 지각, 감정반응 및 충성도에 미치는 영향

• 영문명: The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant
• 발행기관: 한국관광학회
• 저자명: 김영화
• 간행물 정보: 『관광학연구』제29권 제2호, 383~402쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2005.10.31

영문 초록

This paper deals with the recovery strategy on the service failure making researches according to the service failure’s severity the effect of the recovery justice, emotion and the loyalty in the restaurant. The survey data were analyzed with covariance structure method. Findings of the research are as follows; First, the result indicates that the service failure’s severity have highly negative effects on procedural justice, interactional justice and distributional justice. Second, the result indicates that interactional justice and distributional justice have positive effects on customer’s positive emotion. Especially, distributional justice showed a significant positive effect. Finally, the result indicates that the three recovery justices and positive emotion have positive effects on the loyalty.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

서비스 실패 심각성 회복 공정성 감정반응 충성도