호텔레스토랑 서비스회복 공정성 지각이 고객감정과 행동의도의 영향관계 연구

• 발행기관: 한국외식경영학회
• 저자명: 이준재(Jun Jae Lee) 안성근(Sung Keun Ahn)
• 간행물 정보: 『외식경영연구』13권 1호, 129~150쪽, 전체 22쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.02.28

영문 초록

Effective service recovery relationship with customer not only strengthening relationship with customer but also exchanging big trouble into small. Based on actual problem and need of managing restaurant service in hotel, this study shows purpose in academic and executive views related service restaurant encounter. Therefore it shows this study`s results below. First, in the study of relationship between recovery justice and customers` emotion which is extended related literature review, it has examined significant relationships of recovery justice newly. Second, as this study analyzes customer`s behavior intention affected by service recovery justice through customer`s emotion empirically, it examines relationships between service recovery and customer attitude significantly. Third, this study shows implications in the view of practice as reviewing of importance about service-the core of hotel management and recovering strategy for increasing effect of service management. If making up this study`s limitation, future study will be better in service recovery justice of hotel restaurant by scientific and objective study methods.

키워드

Service Recovery Customer Emotion Justice Perception Action Intention