연구논문(硏究論文): 호텔레스토랑에서의 서비스회복공정성지각이 관계의 질과 관계성과에 미치는 영향

• 발행기관: 한국외식경영학회
• 저자명: 권정희( Jung Hee Kwon ) 조성호( Sung Ho Kwon )
• 간행물 정보: 『외식경영연구』14권 2호, 93~117쪽, 전체 25쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.04.30

영문 초록

The purpose of this study was to examine the structural relationships among service recovery justice, relationship quality, and relationship performance in hotel restaurants. A total of 400 useful samples were collected from 6 different super deluxe hotels in Seoul, and analyzed using SPSS Win Ver. 11.5. The results of data analysis showed that three underlying dimensions (distributive, interactive, procedural) of service recovery justice, and two underlying dimensions (trust and commitment) of relationship quality, and three underlying dimensions (satisfaction, switching intention, and repurchase intention) were determined from exploratory factor analyses. Structural equation modeling was employed to verify research hypothesis. Research findings revealed that there were significant relationships between service recovery justice and relationship quality except for the relationship between distributive and commitment. And there were significant relationships between service recovery justice and relationship performance except for the relationship between distributive and all three relationship performance factors. And implications of these results were examined.

목차

I. 서 론

II. 이론적 배경

III. 연구 설계

IV. 실증분석

V. 결론 및 제언

키워드

Service Recovery Justice Relationship Quality Relationship Performance Hotel Restaurants