지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
This study closely examined the service recovery mechanism in a situation of service failure targeting hotel service, which is typical service industry, and focused on which recovery process is the most effective in performing service recovery based on this, and which influence it has upon the balanced performance of hotel enterprise.
To analyze and verify research problems of this study, it selected 7 five-star hotels in Seoul, and asked for cooperation with explaining the purport of this study targeting client service managers for each hotel and members for the client service department.
Totally 400 copies of questionnaire were widely distributed on January 10, 2010 and were collected totally 393 copies(collection ratio in 98%) until January 31, 2010. Except 10 copies of questionnaire that have insincere response and that are judged to be unfaithful among the collected materials, totally 383 copies of questionnaire were used for the final analysis.
First, to present a figure of the analytical results, it proposed path coefficient by structural equation through using AMOS 6.0, examined influence of independent variable upon dependent variables, and analyzed by using SPSSWIN 12.0 program as for the statistical processing. As a result of analysis, the recovery process was indicated to have influence upon customer satisfaction · improvement in process · employees" attitude.
To analyze and verify research problems of this study, it selected 7 five-star hotels in Seoul, and asked for cooperation with explaining the purport of this study targeting client service managers for each hotel and members for the client service department.
Totally 400 copies of questionnaire were widely distributed on January 10, 2010 and were collected totally 393 copies(collection ratio in 98%) until January 31, 2010. Except 10 copies of questionnaire that have insincere response and that are judged to be unfaithful among the collected materials, totally 383 copies of questionnaire were used for the final analysis.
First, to present a figure of the analytical results, it proposed path coefficient by structural equation through using AMOS 6.0, examined influence of independent variable upon dependent variables, and analyzed by using SPSSWIN 12.0 program as for the statistical processing. As a result of analysis, the recovery process was indicated to have influence upon customer satisfaction · improvement in process · employees" attitude.
목차
ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구설계 및 조사방법
Ⅳ. 결과분석
Ⅴ. 결론
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UCI(KEPA) : I410-ECN-0101-2013-320-002856328