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지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- 한국자료분석학회 Journal of The Korean Data Analysis Society Journal of The Korean Data Analysis Society 제17권 제6호
- 발행연도
- 2015.1
- 수록면
- 2,901 - 2,913 (13page)
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Service failures in the hospitality industry often occur due to the inconsistent nature of hospitality and restaurant services, coupled with the inevitability of human error. Service failures cause negative emotional feelings that can lead to the development of a negative memorable experience for the customer. This research examines memory of service failures in the restaurant setting. Specifically, this study investigated whether customers’ familiarity with the service failure situations (i.e., familiarity with a restaurant and a frequently occurring service failure) affect memorability of the negative service experiences. The results suggest that individual’s’ familiarity with a restaurant is in decreasing memorability of service failures as well as intention to engage in negative future behavior (i.e., switching and negative word-of-mouth publicity). The results also demonstrated that divergent effect of familiarity occurs in service failure situations. Participants’ ability to recollect and vividly recall service failures differed based on the familiarity with a restaurant and frequency of occurrence of a service failure. The theoretical and managerial implications of this study are discussed in detail.
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참고문헌 (25)
참고문헌 신청
Aravindakshan, A. / 2011 / How does awareness evolve when advertising stops? The role of memory / Marketing Letters 22 (3) : 15 ~ 326
Athanassopoulos, A. / 2001 / Behavioural responses to customer satisfaction: An empirical study / European Journal of Marketing 35 (5/6) : 687 ~ 707
Bansal, H. S. / 2004 / A three-component model of customer commitment to service providers / Journal of the Academy of Marketing Science 32 (3) : 234 ~ 250
Bitner, M. J. / 1990 / The service encounter: Diagnosing favorable and unfavorable incidents / Journal of Marketing 54 : 71 ~ 84
Botschen, G. / 1996 / Sequence-oriented problem identification within service encounters / Journal of Euromarketing 5 (2) : 19 ~ 52
Athanassopoulos, A. / 2001 / Behavioural responses to customer satisfaction: An empirical study / European Journal of Marketing 35 (5/6) : 687 ~ 707
Bansal, H. S. / 2004 / A three-component model of customer commitment to service providers / Journal of the Academy of Marketing Science 32 (3) : 234 ~ 250
Bitner, M. J. / 1990 / The service encounter: Diagnosing favorable and unfavorable incidents / Journal of Marketing 54 : 71 ~ 84
Botschen, G. / 1996 / Sequence-oriented problem identification within service encounters / Journal of Euromarketing 5 (2) : 19 ~ 52
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