서비스단계별 실패에 따른 불만족, 고객불평행동의도와의 관계 연구 -서울경기지역 패밀리레스토랑을 중심으로-

• 영문명: A Study on Relations between Customer Complaint Behavior Intention, Dissatisfaction by the Service Delivery Process Failure
• 발행기관: 한국외식경영학회
• 저자명: 박진우(Jin Woo Park) 이애주(Ae Joo Lee)
• 간행물 정보: 『외식경영연구』15권 3호, 57~79쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.06.30

영문 초록

This study on customer complaint behavior intention by the restaurant service delivery process failure examines the effect of customer`s complaint behavior by the restaurant service delivery process through analyzing the failure type of service process and customer`s complaint behavior. A total of 411 survey questionnaires returned from the family restaurant complaint customers. Based on these survey, the findings are as follows. In the service delivery process at a restaurant, the variables of four steps such as ``Greeting & seating``, ``ordering``, ``consumption``, ``payment and exiting`` are appropriate to be used. Second, even though the dissatisfaction with service failure experience is higher, complain behavior intention reveals relatively low. Third, considering the variables of ``payment and exiting`` which much influenced dissatisfaction and complaint behavior intention, it can be considered one of the most important points in customer serving.

키워드

Restaurant service delivery process failure Dissatisfaction Customer complaint behavior intention