서비스 회복 공정성이 감정, 고객만족, 충성도에 미치는 영향

• 영문명: Effect of Perceived Fairness of Service Recovery on Customer Emotion, Satisfaction, and Loyalty
• 발행기관: 한국외식경영학회
• 저자명: 김기훈(Kim Ki Hoon) 박재희(Park Jae Hee)
• 간행물 정보: 『외식경영연구』12권 4호, 461~489쪽, 전체 28쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.10.30

영문 초록

The purpose of this study was to examine the relationships between perceived fairness of service failure recovery, emotion, satisfaction, and loyalty among hotel restaurant customers. Whereas perceived fairness of service failure recovery has been explored widely in restaurant marketing literature, this study addresses the customer emotion as mediator in the relationships between perceived fairness and satisfaction and loyalty. A total of 350 useful samples were collected from (super) deluxe hotel restaurants in Seoul from May 1st through 20th for twenty days. Exploratory factor analyses identified three internal dimensions of perceived fairness as procedural, interactive, distributive, and two internal dimensions of customer emotion as positive and negative. The research model examined the relevant relationships among the research constructs by using a structural equation approach. All three internal dimensions of perceived fairness as procedural, interactive, distributive are positively related to positive customer emotion, and negatively related to negative customer emotion. Negative customer emotion is negatively related to both customer satisfaction and loyalty, but positive customer emotion is not related to neither customer satisfaction nor loyalty. And the managerial implications of these results for perceived fairness of service failure recovery are examined.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Hotel Restaurants Customer Satisfaction Perceived Fairness Emotion Loyalty