호텔 웨딩ㆍ연회서비스 회복전략이 고객태도에 미치는 영향에 관한 연구

• 영문명: A Study on the Influence of Service Restoration Strategy for Service Wedding & Banquet at Hotel on Customer Attitude: Focusing of moderating role of relationship quality
• 발행기관: 한국외식경영학회
• 저자명: 신홍철(Shin Hong Chul) 배준호(Bae Joon Ho) 이준재(Lee Jun Jae)
• 간행물 정보: 『외식경영연구』11권 4호, 161~177쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.12.31

영문 초록

This study is to verify the effects of perceived justed-procedural justice, interactional justice, and distributive justed-of service recovery on customer satisfactions and customer attitude of the wedding at Hotel. As a result of demonstrative research, positive and comprehensive customer satisfaction was high as fairness of service restoration(features of procedure and distribution) was hight, but it was found that fairness of service restoration(features of interaction) does not influence satisfaction level meaningfully. However, it was analyzed that all the factors of fairness of service restoration(features of procedure, interaction and distribution) influenced loyalty meaningfully. In addition, it was found that regulative variables such as trust and immersion influenced meaningfully. The study directly suggests the importance of efforts for service restoration in avoiding customer churn and establishing long-term relationship with customers based on positively recognized fairness through excellent restoration exceeding customer's expectation in case of service failure at banquet or wedding department at a hotel, service corporation.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사 및 분석방법의 설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

Service Restoration Strategy Customer Satisfaction Ioyalty