호텔 레스토랑 불평처리에 대한 고객반응에 관한 연구

• 영문명: A Study on Customer Responses of Complaint Handling in the Hotels Restaurant: Focused on Perceived Service Justice
• 발행기관: 한국외식경영학회
• 저자명: 안성근(An Seong Geun) 한종헌(Han Jong Hun) 이준재(Lee Jun Jae)
• 간행물 정보: 『외식경영연구』11권 1호, 201~221쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.03.31

영문 초록

This study was conducted to examine the effects of distributive, procedural and the interaction justice on customer satisfaction for handling guest complaints, and then, its extension to repurchase the product and the negative word of mouth. The results of this research as follows : First, the satisfaction with dealing guests complaints in the hotel food and beverage departments were increased when they were done justice distributively, procedurally and especially interactionally. Secondly, it was appeared that the customers who had their complaints handled up to their expectation would revisit the hotel restaurant. Thirdly, the customers who satisfied with their solved complaints intended not to spread negative word of mouth to their family, friends and colleagues. As a result of this study, it was proposed to re perceive the importance of handling guest complaints and the role of justice on that.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 연구 조사 설계

Ⅳ. 실증연구결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

Distributional justice Procedural justice Interactional justice Complaint Hotel restaurant