해안가 베이커리카페의 서비스회복 공정성이 고객감정과 고객만족에 미치는 영향

• 영문명: The Effect of Service Recovery Fairness on Customer Emotion, Customer Satisfaction in Seaside Bakery Cafe
• 발행기관: 한국해양관광학회
• 저자명: 강경구
• 간행물 정보: 『해양관광연구』제16권 제1호, 49~66쪽, 전체 18쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2023.03.30

영문 초록

The purpose is to provide basic data to develop a service strategy that increases satisfaction by presenting whether service recovery fairness has a structural impact on customer emotion, customer satisfaction, and gender moderating effects. First, the four sub-factors of service recovery fairness were analyzed to have a significant positive (+) effect on positive emotions, and distribution fairness and interpersonal fairness were partially adopted as having a significant negative (-) effect on negative emotions. Second, positive emotions had a significant positive (+) effect on customer satisfaction, but negative emotions did not affect it, so they were partially adopted. Third, as a result of comparing the free model and the constraint model, only distribution fairness showed a moderating effect, men showed higher positive emotions than women in interpersonal fairness, and women showed higher positive emotions than men in customer satisfaction. Due to the nature of the service, it is necessary to systematically prepare a recovery strategy that can continuously improve customers' disability experiences by gender and increase customer satisfaction through communication with various information such as rapid and appropriate compensation and re-service provision.

목차

Ⅰ. 서론

Ⅱ. 이론적 연구

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

해안가 베이커리카페 고객감정 서비스회복 공정성 고객만족 Seaside Bakery cafe Customer Emotion Service Recovery Fairness Customer Satisfaction