호텔레스토랑 서비스 회복 공정성, 회복만족 및 장기지향성의 관계

• 영문명: Research on the Relationship between Service Recovery Justice, Recovery Satisfaction and Long term Orientation in Hotel Restaurants
• 발행기관: 관광경영학회
• 저자명: 홍진선 장인환
• 간행물 정보: 『관광경영연구』제24권 제2호, 789~810쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.03.31

영문 초록

This study attempted to investigate the relationship between the effect of service recovery justice of customers who experienced service failure upon recovery satisfaction and the effect of recovery satisfaction upon long-term orientation. The survey was conducted among 293 customers who experienced service failure and recovery among the customers who participated in the food and beverage membership. The test results were as follows: First, the four factors of hotel service recovery justice for service failure had a positive effect on recovery satisfaction in order of interpersonal fairness, procedural fairness, and information fairness, In particular, it can be seen that interpersonal justice is the most influential factor for recovery satisfaction. However, distribution fairness did not have a effect on recovery satisfaction. Second, recovery satisfaction was found to have a significant positive effect on long-term orientation. This means that the more satisfied customers are recovering from service failures, the longer they stay in the hotel, reducing their conversion costs and maintaining a long-term relationship.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Service Recovery Justice Recovery Satisfaction Long Term Orientation Interpersonal Fairness