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논문 기본 정보

자료유형
학술저널
저자정보
배금광 (동의대학교)
저널정보
(사)한국마이스관광학회(구 한국컨벤션학회) MICE관광연구 MICE관광연구 제16권 제1호
발행연도
2016.3
수록면
21 - 37 (17page)

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With the recognition of the importance of service recovery strategies, this study tries to identify the perception of severity of misbehavior and the effectiveness of recovery strategies according to types of jay-customers, and to investigate the effects of anger tendency on the perception of severity. In order to achieve the purposes of this study, 58 respondents were recruited to conduct pre-test for categorization of the type of jay-customer and the type of recovery strategies, and 95 respondents were recruited to conduct main study with frequency analysis, cluster analysis, and two-way ANOVA. The results shows that among the three types of jay-customer(violence, service, material need), misbehavior related violence were the most severe misbehavior, and for the effectiveness of recovery strategies, active strategies is better than passive strategies, and solving problem after pre-action is better than extreme handling. In addition, the recovery strategies matched with the types of jay-customers were recommended, and the results also reveal that anger tendency of employees affects the perception of the severity related jay-customer misbehavior.

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