서비스 회복이 고객의 행동 의도에 미치는 영향에 관한 연구 : 서비스 회복의 공정성과 진정성을 중심으로

• 영문명: Justice and Authenticity of Service Recovery : Effects on Customer Behavioral Intention
• 발행기관: 한국유통과학회
• 저자명: Eun-Ji Park(박은지) Chang-Gon Kim(김창곤) Myung-Soo Kim(김명수) Jang-hui Han(한장희)
• 간행물 정보: 『유통과학연구(JDS)』제13권 제2호, 63~73쪽, 전체 11쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2015.02.09

영문 초록

Purpose – Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology – Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results – First, dist

목차

1. 서론

2. 이론적 배경

3. 연구의 설계

4. 실증 분석

5. 결론

References

키워드

Service Recovery Justice Authenticity Recovery Satisfaction Behavioral Intention.