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Impacts of the Failure of Hotel F&B Service on Service Recovery: Focussing on the Mediation Effect of Perceived Fairness and Emotional Reaction
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호텔 식음료 서비스의 실패가 서비스회복에 미치는 영향 : 공정성 지각과 감정반응의 매개효과를 중심으로

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Type
Academic journal
Author
Journal
Korean Hospitality and Tourism Academe Korean Journal of Hospitality & Tourism Vol.20 No.1 KCI Accredited Journals
Published
2011.2
Pages
49 - 67 (19page)

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Impacts of the Failure of Hotel F&B Service on Service Recovery: Focussing on the Mediation Effect of Perceived Fairness and Emotional Reaction
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The purpose of this study is to examine how the failure of delivering hotel food and beverage services affects the resulting service recovery through the customers` perceived fairness and the emotional responses. A survey was conducted to receive responses of 498 customers for five-star and four-star luxury hotels in Seoul, Korea. Results show that process-oriented aspects in the problem solving process, such as fairness and fast response, are crucial to hotels once they fail to deliver services. The more serious the failure to deliver F&B services to customer, the more effective the recovery should be fulfilled. Additionally, the ways to recover fairness were found to vary depending on the degree of such failure. The results also confirmed that consequential failures such as hygiene issues, product defects, facilities and environment, prices, unclear sales policies, foods not cooked as ordered, and the insufficiency of inventory could increase the positive responses of customers through performing service recovery like appropriate compensation for customers with complaints. The higher the perception of fairness, the more positive influence it had on the results of service recovery. Result noted that it would be important to get an accurate understanding of customers` expectations for service recovery based on the received customer complaints and demands, and come up with a plan to respond to them properly.
#호텔 식음료 #서비스실패 #공정성 지각 #감정반응 #서비스회복 #Hotel F& #B #Service Failure #Perceived fairness #Emotional responses #Service recovery

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References (6)

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강종헌, 정항진. 패스트푸드점에서 대학생들의 행동의도에 미치는 음식서비스 불평처리의 영향 평가. 한국식품조리과학회지. 2003 google schola 김홍범, 김태구. 호텔의 서비스 회복에 대한 공정성 지각이 고객의 자발적 파트너십에 미치는 영향. 관광학연구. 2003 google schola 서문식, 김상희. 판매원의 감정부조화와 감정적 고갈이 고객지향성 및 고객의 서비스품질 평가에 미치는 영향. 마케팅연구. 2002 dbpia 서문식, 김상희. 판매원의 감정부조화와 감정적 고갈이 고객지향성 및 고객의 서비스품질 평가에 미치는 영향. 한국유통학회 학술대회 발표논문집. 2002 dbpia 정규엽, 이승헌, 심성우. 캐주얼 다이닝 레스토랑의 서비스 불공정성이 고객불량행동의도에 미치는 영향. 호텔경영학연구. 2008 dbpia

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