외식소비자 불만족 요인에 따른 서비스회복에 관한 연구

• 영문명: Customer Retention Following a Complaint in the Food Service Industry
• 발행기관: 한국외식경영학회
• 저자명: 전진화(Jun Jin Hwa) 방진식(Bang Jin Sik)
• 간행물 정보: 『외식경영연구』8권 2호, 155~171쪽, 전체 17쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.08.30

영문 초록

The findings of this study can contribute to the marketing strategies of the food service industry. In service recovery situations, the likelihood of retaining a customer depends heavily on whether the customer feels that s/he has been treated fairly or not. According to our findings, food service establishments should be quick to assuage dissatisfied customers, including offering monetary compensation. To do otherwise risks losing the complainant as a repeat customer. Restaurants should offer internal training programs to their staffs to train them how to handle customer complaints in such a way as to maintain good relationship with customers and thereby encourage repeat business.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 연구의 이론적 배경

Ⅲ. 연구의 모형 및 조사의 설계 및 분석방법

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Service recovery Repurchase Marketing strategy