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A Comparison of the Effect of Service Recovery Efforts based on Service Failure Types
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외식 서비스 실패 유형에 따른 서비스 회복 노력의 효과 비교

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Type
Academic journal
Author
Seul-Gi Lee (영남대학교) Dong-Jin Kim (영남대학교)
Journal
Culinary Society of Korea Culinary Science & Hospitality Research Vol.22 No.8(Wn.83) KCI Accredited Journals
Published
2016.12
Pages
204 - 218 (15page)

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A Comparison of the Effect of Service Recovery Efforts based on Service Failure Types
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Abstract· Keywords

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The purpose of this study is to identify the differences in the effect of service recovery efforts on consumers satisfaction, word of mouth intentions, and revisit intentions when exposed to service failure situations. The service failure situation was classified into outcome-related and process-related failures. The service recovery effort was divided into financial and emotional efforts. Using a scenario technique, this study collected data from diners in Daegu and Gyoungbuk province. The results of the empirical analysis show that the effect of service recovery efforts varies depending on types of service failures and recovery efforts. Also, the interaction between service failure types and service recovery efforts was confirmed.
#service failure #service recovery #scenario technique #satisfaction #word of mouth intention #revisit intention

Contents

Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구설계
Ⅳ. 분석결과
Ⅴ. 결론
REFERENCES

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[기타자료] - 농식품부aT / 2015 / 2015년도 식품산업 주요 지표 google schola [학술지(정기간행물)] - Aguilar-Rojas, O. / 2015 / What may lead you to recommend and revisit a hotel after a service failure instead of complaining? / International Journal of Contemporary Hospitality Management 27 (2) : 214 ~ 235 google schola [학위논문] - Baek, J. O. / 2009 / The influences of service recovery strategy on the quality of customer-brand relationship - Focusing on the structural failure of service process on outcome - / Ph.D. / The Graduate School Kyonggi University google schola [학술지(정기간행물)] - Bell, C. R. / 1987 / Service breakdown: The road to recovery / Management Review : 5 ~ 32 google schola [학술지(정기간행물)] - Bell, C. R. / 1990 / The performing art of service management / Management Review 79 (7) : 42 ~ 46 google schola

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UCI(KEPA) : I410-ECN-0101-2017-594-001976034