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.
이 논문의 연구 히스토리 (3)
2014
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Customer satisfaction becomes an essential factor as today almost all industries grow asservice industries. However, though there is a perfect quality standard, no one can be freefrom service failure. In this study therefore, the responding effort of recovery services forservice failure is emphasized, and the operational status of a service failure is categorizedinto controllability and severity separately. Here, the buffering effect of ATC factor which isemployee's authenticity and customer's complaint of various factors along with equityconception that affects the service recovery process is examined. An object of his study was290 people who complained about service and this study analyzed their questionnaires byusing SPSSWIN, LISREL. The findings in this study are as follows: First, severity andcontrollability of service failure have an effect on authenticity. Second, equity perception hasa positive effect on trust and satisfaction of customers, and trust has an effect on satisfactiontoo. Third, authenticity has a moderating effect and ATC has no moderating effect. This studydiscussed the implications and future study directions based on these research findings
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참고문헌 (29)
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Anderson, J. C. / 1990 / A model of distributor firm &manufacturerfirm working partnerships / Journal of Marketing 54 (1)
Andreassen / 2000 / Antecedents to satisfaction with service recovery / European Journal of Marketing 34 (1/2) : 156 ~ 175
Ashforth, Blake E. / 1995 / Labeling process in the organization : Constructing the individual / Research in Organizational Behavior 17 : 413 ~ 461
Bejou D. / 1998 / Service failure loyalty : An exploratory empirical study of airline customers / Journal of Service Marketing 12 (1) : 7 ~ 12
Anderson, J. C. / 1990 / A model of distributor firm &manufacturerfirm working partnerships / Journal of Marketing 54 (1)
Andreassen / 2000 / Antecedents to satisfaction with service recovery / European Journal of Marketing 34 (1/2) : 156 ~ 175
Ashforth, Blake E. / 1995 / Labeling process in the organization : Constructing the individual / Research in Organizational Behavior 17 : 413 ~ 461
Bejou D. / 1998 / Service failure loyalty : An exploratory empirical study of airline customers / Journal of Service Marketing 12 (1) : 7 ~ 12
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