서비스실패의 심각성과 통제성이 공정성지각과 신뢰성 및 충성도에 미치는 영향

• 영문명: The Effects of Service Failure on Perceived Fairness and Trust and Loyalty in Casual Dining Restaurants
• 발행기관: 한국외식경영학회
• 저자명: 민혜선(Min Hye Sun) 고재윤(Ko Jae Youn)
• 간행물 정보: 『외식경영연구』11권 2호, 309~331쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

The purpose of the study is to find out the effects of service failure on perceived fairness and trust and loyalty. The object of this study is the customer who ever visited the high rank sales top five restaurant chain (Monthly Restaurant, 2006.2) at least more than twice within recent one year. Convenience random sampling was adopted for the customers in Seoul and Pusan. Collected data were executed for reliability analysis and EFA, and regression analysis was executed for the test of hypotheses. The followings are the results of the analysis. First, seriousness and unsuccessful service affected service recovery perception(procedural, interaction, distribution). Second, control of unsuccessful service also affected service recovery perception. Third, procedural service recovery perception did not affect trust and loyalty. Fourth, interaction service recovery perception and distribution service recovery perception of a service recovery affected reliability and a loyalty. Fifth, trust in service recovery affected loyalty. The seriousness unsuccessful service affected strongly distribution of service recovery perception more than control of service recovery perception. And control of unsuccessful service affected procedural and interaction service recovery perception.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 고찰

Ⅲ. 조사 설계와 연구방법

Ⅳ. 실증 분석

Ⅴ. 결론

참고문헌

키워드

Service failure Perceived fairness Trust Loyalty