Earticle

초록

영어

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

ABSTRACT
 I. 서론
 II. 이론적 배경
  1. 서비스실패의 심각성
  2. 고객 감정 반응
  3. 서비스회복 공정성
 III. 조사 설계
  1. 연구모형과 가설 설정
  2. 조사 방법
  3. 설문 구성
 IV. 실증 분석 결과
  1. 일반적 사항
  2. 신뢰도 및 타당성 검증
  3. 상관관계 분석 결과
  4. 가설 검증
 V. 결론
 참고문헌

키워드

저자

• 최철수 [ Cheolsoo Choi | 동남보건대학 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338