호텔식음료 서비스의 실패와 회복의 공정성 지각에 관한 연구

• 영문명: Research on the Angle that is Justice and Recovery from Failures in Food and Beverage Services in Hotels: Consciousness Analysis of Domestic and Foreign Guests
• 발행기관: 한국외식경영학회
• 저자명: 오흥진(Oh Heung Jin)
• 간행물 정보: 『외식경영연구』14권 5호, 23~44쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.12.31

영문 초록

This research was conducted on 19 hotels which were selected randomly from special first and second grade tourist hotels located in Seoul City. The survey was conducted via questionnaires on not only on the customers who used food and beverages service at the hotel who has had complaints or have actually filed complaints, but also both the domestic and foreign guests staying at the hotel. In response to the failures in service in the Food & Beverage Department, effective service recovery strategies and suggestions will be made customized vis analysis of the comparison between domestic guests and foreign guests at the hotel from the results of recovery and awareness on fairness. As a result from the research, the domestic and foreign guests's senses must be realized realistically, and effective and customized prevention measures of service failures and good recovery system policies shall be established. Secondly, for the case of perception of fairness and the intention of transmitting the information by the word of the mouth were commonly dimmed during the procedural fairness. Therefore, in order to gain back the domestic and foreign guests' trust for food and beverage service that meets the guests' expectations, persuading explanations should be made in a speedy manner while making flexible and speedy resolution for their complaints.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 분석결과

Ⅴ. 결론

참고문헌

키워드

Food and beverage service failures in hotels Service recovery Perception of fairness Consciousness