외식기업의 회복 공정성과 회복만족, 고객감정 재방문의도 간의 관계

• 영문명: The Relationship between Recovery Fairness, Satisfaction of Recovery, Customer Sentiment, and Re-visit Intent after Service Failure of Restaurant Businesses
• 발행기관: 관광경영학회
• 저자명: 김윤서 김양숙 신형철
• 간행물 정보: 『관광경영연구』제25권 제1호, 417~439쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2021.01.31

영문 초록

The purpose of this study is to study the fairness of recovery, satisfaction of recovery, customer sentiment, and intention of revisit to consumers who have experience in recovering products and services of restaurant companies. From February 1 to March 1, 2020, the survey was conducted through the Google Online Survey. A total of 280 copies were used for the study for the results. As a result, Hypothesis 1 shows that “procedural fairness and interaction fairness will have a positive effect on recovery satisfaction.” Thus, hypothesis 1 was partially adopted. For Hypothesis 2, it was shown that “distributional fairness and interaction fairness will have a positive effect on customer sentiment.” Thus, Hypothesis 2 was partially adopted. For Hypothesis 3, the hypothesis was adopted that “Recovery satisfaction will have a positive effect on customer sentiment.” In the case of Hypothesis 4, the hypothesis was adopted that “Recovery satisfaction will have an effect of positive on the intention of re-visiting.” For Hypothesis 5, the hypothesis that “customer sentiment will have a positive effect on the intention of the revisit” was adopted. Accordingly, we understood customer needs. Therefore, we strengthen the theory of consumers' behavioral rationale for service failures. It also presents suggestions for seeking practical measures for restaurant businesses.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 성과분석

Ⅴ. 결 론

참고문헌

키워드

Service Failure Recovery Fairness Satisfaction of Recovery Customer Sentiment Re-vist Intent