패밀리 레스토랑 서비스 회복과정의 지각된 공정성이 고객만족 및 고객충성도에 미치는 영향에 관한 연구

• 영문명: A study on family restaurant's service recovery and customers' perceived justice: Focused on collegians in seoul
• 발행기관: 한국외식경영학회
• 저자명: 박대섭(Park Dae Seob)
• 간행물 정보: 『외식경영연구』12권 2호, 75~90쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2009.04.30

영문 초록

This study discusses on the development of satisfaction, loyalty and customers' perceived justice as the failed family restaurants recover from their former service. This research includes; Firstly, as the customer's perceived justice recovers, there are higher fulfillment of customer satisfaction. It is also found that, it is particularly important to provide a strategy to raise higher satisfaction from customers who did not have before. Secondly, the customers who are disappointed by failed service, have huge possibility that they could be turned into ‘hard-core’ clients. It is important to set up a procedure to raise up customers royalty during service recovery period. To conclude, this study identifies how failed family restaurants could be turned into successful ones, in order to satisfy customers who have already experienced the restaurants' unpleasure service before.

목차

Abstract

Ⅰ. 서론

Ⅱ. 서비스 회복과 지각된 공정성에 관한 연구

Ⅲ. 연구방법론

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

family restaurant perceived justice customer's satisfaction service recovery