Earticle

초록

영어

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

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 회복 공정성
2. 회복만족
3. 고객감정
4. 재방문의도
Ⅲ. 연구설계
1. 연구모형과 가설의 설정
2. 조작적 정의 및 설문지 구성
Ⅳ. 성과분석
1. 조사대상자의 인구통계학적 특성
2. 타당성과 신뢰도 분석
3. 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 김윤서 [ Yoonseo Kim | 경기대학교 일반대학원 외식조리관리학과 박사과정 ]
• 김양숙 [ Yangsuk Kim | 유한대학교 호텔관광외식조리학과 외식조리경영전공 겸임교수 ]
• 신형철 [ Hyoungchul Shin | 경기대학교 외식·조리학과 조교수 ] 교신저자

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