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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 유통과학연구 유통과학연구 제16권 제12호
발행연도
2018.1
수록면
105 - 113 (9page)

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Purpose – This research is intended to suggest ways to enhance customers’ satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology – This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results – Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions – This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

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참고문헌 (36)

참고문헌 신청
Adams, D. D. / 1965 / Pathogenesis of the Hyperthyroidism of Grave's Disease / British Medical Journal 1:1015~1019 google schola Adams, J. S. / 1965 / Advance in Experimental Social Psychology Vols. 2 / Academy Press :267~299 google schola Barbara R. L. / 2001 / Service failure and recovery in UK theme parks: The employees perspective / International Journal of Contemporary Hospitality Management 13(4):166~175 google schola Blodgett, J. G. / 1997 / The effects of distributive, procedural, and interactional justice on postcomplaint behavior / Journal of Retailing 73(2):185~210 google schola Blodgett, J. G. / 1995 / The Effects of Customer Service on Consumer Complaining Behavior / Journal of Service Marketing 9(4):31~42 google schola

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