레스토랑 서비스의 불만족 요인 해소 노력의 효과성에 관한 연구

• 영문명: A Study on the Effective Efforts to Recover Unsatisfied Restaurant Customers
• 발행기관: 한국외식경영학회
• 저자명: 나영선(Na Young Sun) 김형준(Kim Hyung Jun)
• 간행물 정보: 『외식경영연구』7권 3호, 149~163쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2004.12.31

영문 초록

This study aims to examine a variety of methods to reduce the factors that customers feel dissatisfied with the service of catering companies and how much they could have an effect on the change of customers' attitudes. The various methods for recovering such customers' discontent were classified into three factors: compensation, improvement of employees' ability to manage, and handling of complaints. And the change of customers' attitudes was measured by the factors of customers' royalty, trust, and continued relationships. Analysis showed that each factor of the methods for recovering gave a positive effect on the change of customers' attitudes. Especially, it was revealed that communication between employees and customers were very important. That is, employees' ability to manage proved most important to resume the relationships with unsatisfied customers. Also, to solve the problem of customers' complaints, physical compensation and visible amends for inconvenience turned out to be significant to change the customers' attitudes.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 서비스 회복 이론적 고찰

Ⅲ. 조사설계 및 분석결과

Ⅳ. 시사점 및 결언

참고문헌

키워드

Restaurant Restaurant service Service recovering Changed of customers' attitude Customers' dissatisfy