서비스 恢復의 公正性 知覺이 顧客滿足 및 再訪問 意圖와 口傳 效果에 미치는 影響 : 大邱地域 高級 韓食堂 利用者를 對象으로

Title
서비스 恢復의 公正性 知覺이 顧客滿足 및 再訪問 意圖와 口傳 效果에 미치는 影響 : 大邱地域 高級 韓食堂 利用者를 對象으로
Other Titles
A Study of the Effect of Justice Perception about Service Recovery on Customer Satisfaction, Revisit Intention and Word-of-mouth : Focus on Traditional Korea Food Restaurants in Daegu
Author(s)
변광인박은주김영아
Keywords
서비스 회복(Service recovery); 공정성 지각(Justice perception); 재방문 의도(Revisit intention); 구전효과(Word-of-mouth)
Issue Date
201105
Publisher
청운대학교 관광산업연구소
Citation
관광산업연구, v.5, no.1, pp.1 - 18
Abstract
This study found service recovery justice perception of traditional Korea food restaurants at Daegu has an effect on satisfaction, revisit intention and word-of-mouth. According to the results of this study, customer satisfaction about service recovery has a good effect on revisit intention and word-of-mouth. As a result of study, three points of service recovery justice perception with traditional Korea food restaurants, that, procedural justice, interactional justice and distributive justice have a strong effect on satisfaction, revisit intention and word-of-mouth. Also this study is meaning existing previous study is reinvestigated by general opinion study. According to this result when traditional Korea food restaurants with important service failure happen, prevent leaving customer, long term relationship with customer by surpassed expectations success recovery, this study is good guide build for.
URI
http://hdl.handle.net/YU.REPOSITORY/25169
ISSN
2005-0631
Appears in Collections:
자연자원대학 > 외식산업학과 > Articles
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