골프관광 서비스회복 공정성이 신뢰·전환의도에 미치는 영향에 있어서 서비스 실패 심각성의 조절효과

• 영문명: How the Magnitude of the Golf Tour Service Failure Influence Trust and Switching Intention Toward Service Recovery Efforts
• 발행기관: 관광경영학회
• 저자명: 박정화
• 간행물 정보: 『관광경영연구』제20권 제4호, 109~130쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.07.31

영문 초록

The purpose of this study is to investigate how the magnitude of the golf tour service failure influence trust and switching intention toward service recovery efforts. The survey was used as the method to validate the research hypothesis and conducted with a target of 172 adults who experienced dissatisfaction during the golf tour in 6 months. For the empirical analysis, an statistical program, SPSS 12.0 was used. The results of the study show that the magnitude of the golf tour service failure influence switching intention and trust toward service recovery About service recovery on service failure, interaction justice has a higher negative impact on customer switching intention. distribution justice has a higher positive impact on customer trust. The paper proposes that there are positive relationships moderated by magnitude of golf tour failure between the distribution justice of service recovery and trust. There are negative relationship moderated by magnitude of golf tour failure between the interaction justice of service recovery and switching behavior. In this way, golf tour service recovery is able to prevent unrecovered customers from switch to the other golf tour.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Golf Tour The Magnitude of the Service Failure Service Recovery Trust Switching Intention