여행서비스 실패의 심각성과 고객감정반응, 서비스회복 공정성 및 결과와의 영향관계

• 영문명: Effect Relationship among Magnitude of Travel Service Failure, Customers' Emotion, Service Recovery Justice and Result after Service Recovery
• 발행기관: 관광경영학회
• 저자명: 최철수
• 간행물 정보: 『관광경영연구』제14권 제2호, 245~267쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.06.30

영문 초록

The previous other research has greatly advanced the understanding of service failures and recovery by providing a theoretical framework. Previous research has not, however, investigated the tenants of the framework across various service failure situations, specifically under varying levels of the severity of the service failure and customer's negative emotion in travel service. So, I investigate the main effects of customer's negative emotion and the severity of service failure with perceived justice on result with the service recovery. In this research has found that interactional justice and distributive justice are critical factors which are influencing customers' future behavioral intention after service recovery. Managers should also consider that customer perceived justice has a significant effect on recovery result. Thus, managers should make every effort to guarantee to the customer a fair complaint handling process and adequate compensation system. In general, the results presented suggest that studies dealing with service failure and recovery should take into account consumers' future attitude toward complaining as a way to improve explanation in the boundary conditions of the investigated effect relationships. Future studies should also investigate how magnitude of service failure affect real consumer complaining behavior, instead of intentions of complaining behavior and classify the service failure severity more variously. Also, new variables as like levels of switching costs should be included.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 조사 설계

Ⅳ. 실증 분석 결과

Ⅴ. 결론

참고문헌

키워드

Travel service Failure magnitude Customer's emotion Perceived recovery justice Result after service recovery