고급한정식당 "흙시루" 이용객의 지각된 공정성에 관한 연구

• 발행기관: 한국외식경영학회
• 저자명: 박대섭( Dae Sub Park ) 김경호( Gyeong Ho Kim ) 오창호( Chang Ho Oh )
• 간행물 정보: 『외식경영연구』16권 6호, 303~321쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.12.31

영문 초록

This research carried out theory studies, set of hypothesis, and actural proof through examination on former researches. Customers who use traditional Korean food restaurants are chosen for the actual proof, and SPSS, statistics program, is used for verification of the research hypothesis. The results of the research can be summarized as follows. Firstly, statistically, all types of perceived equity positively affect customer satisfaction. In particular, from all types of perceived equity, interaction equity affected most positively. Following by distribution equity and procedural equity. Secondly, statistically, all types of perceived equity positively affect customer loyalty. Especially, from all types of perceived equity, interaction equity affected most positively. Following by distribution equity and procedural equity. Thirdly, customer satisfaction statistically affect customer loyalty. These results say kindness and agreeableness is most significant and important. In other words, employees` response attitude, kindness, consideration toward the customers and service handling from the customers` point of view are most necessary.

목차

I. 서 론

II. 이론적 배경

III. 연구 설계

IV. 실증분석

V. 결론 및 제언

키워드

Perceived equity Service recovery Korean food restaurant