연구논문(硏究論文) : 서비스 실패의 회복과정에서 인지되는 공정성이 감정과 구전의도에 미치는 영향

• 영문명: Effects of service recovery justice perceptions on emotions and W.O.M intentions
• 발행기관: 한국외식경영학회
• 저자명: 정현영(Chung Hyun Young) 이상미(Lee Sang Mi)
• 간행물 정보: 『외식경영연구』13권 5호, 277~295쪽, 전체 19쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.12.31

영문 초록

The main purpose of the study was to find the relationship among customers' emotions, word-of-mouth intentions, and justice perceptions derived from service recovery efforts. To collect data for the study a scenario method was applied to restaurant customers in Korea. SPSS and AMOS program was used to verify the research model and to test the proposed hypothesis. The study found that among the three types of justice perceptions from service recovery only distribution and interpersonal justice had a significant effect on customers emotions. By testing indirect effects among the variables the study also found that emotion played as a mediating variable between justice perception and WOM intention for distribution and interpersonal justice perceptions.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰과 가설의 설정

Ⅲ. 조사설계

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

service recovery justice perception emotion W.O..M. intension