호텔 식음료 서비스 회복이 고객 만족 및 기업 만족에 미치는 영향에 관한 연구

• 영문명: Influence of Restoration of Dining Service in Hotels on Satisfaction of Clients and Companies -Focused on Restoration Methods of Five-star Hotels-
• 발행기관: 한국외식경영학회
• 저자명: 유양호(Yoo Yang Ho) 이교석(Lee Kyo Suk)
• 간행물 정보: 『외식경영연구』8권 1호, 183~203쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.04.30

영문 초록

As service restoration is based on service failure, the study was conducted under the assumption that there was an initial service failure and a subsequent effort to restore the service. Also, the model of the study was established by previous studies and hypotheses that were created in order to validate the goal of the study. To test the hypotheses, data were collected through distributed questionnaires and were analyzed by the SPSS WIN10.0 statistical system for empirical investigation and reliability analysis. According to the results, The findings of this study are as follows. First, fairness of result, process and correlation all had a positive influence on the satisfaction with the service. Second, the satisfaction of service had a positive influence on the satisfaction of the companies. The conclusion of the study is represented by the general opinion that states that the influence of the process and result of restoration on the satisfaction of clients and companies were validated through the empirical investigation.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사설계 및 분석방법

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Service Restoration Service Failure Satisfaction of Customer and Companies