회복노력과 고 친밀감이 고객반응에 미치는 영향

• 영문명: Influence of High Intimacy on Customer Responses in Service Recovery Efforts: Focusing on Hotel Restaurants and Family Style Restaurants Customers
• 발행기관: 한국외식경영학회
• 저자명: 조선배(Cho Sun Bai)
• 간행물 정보: 『외식경영연구』11권 4호, 379~395쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.12.31

영문 초록

This article examines the impact of intimacy on customer's responses to various service recovery efforts in a context of service failure. Using a scenario based experiment, the proposed model was tested in hotel restaurant and family style restaurant. Overall, the results show that under the high intimacy between customer and employee than low intimacy, high recovery efforts are more effective than low recovery efforts. The effects were assessed in terms of customers' responses such as customer satisfaction, repurchase intention, recommendation intention, word-of-mouth communication and switch intention.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 논의

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Hotel Restaurants Family Style Restaurants Service Recovery Intimacy Customer Responses