호텔 및 레스토랑 산업 서비스실패의 심각성과 회복 만족간의 관계

목차

Ⅰ. 서 론

Ⅱ. 연구배경 및 가설설정
2.1 서비스 실패의 심각성
2.2 회복 만족
2.3 서비스 회복의 공정성

Ⅲ. 연구설계
3.1 연구모형
3.2 조사대상 및 자료의 수집
3.3 변수의 조작적 정의 및 측정
3.4 시나리오 개발

Ⅳ. 분석 및 결과 .
4.1 시나리오의 사실성 및 조작화 검정
4.2 변수의 신뢰성 및 타당성 검정
4.3 가설에 대한 검정

Ⅴ. 결론 및 논의

본문내용

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A Study on the Relation between the Severity of
Service Failure and Recovery Satisfaction in the
Hotel and Restaurant Industry
- Focused on Perceived Justice -
Yi, Soo-Won*·Suh, In-Duk**
This study is about service failure and recovery. Prior studies of service failure and recovery encounters have been limited to descriptive research based primarily on retrospective(i.e., memory-based) self-reports. This study uses a survey method and utilize a 2*2*2 experimental design with service recovery scenarios across two services. Manipulations included two levels of severity, two levels of procedural justice and interactional justice, and two levels of distributive justice.
Accordingly, this research examines how the severity of service failure affect recovery satisfaction, and how these relations are moderated by the justice of service recovery.
The result shows that the higher severity of the service failure, the more negative influence on the recovery satisfaction, and all of the moderating variables haven't interactive effects on the relation between the severity of service failure and recovery satisfaction.
Key Words : Service Failure, Recovery Satisfaction, Procedural Justice, Interactional Justice, Distributive Justice, Severity
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* Assistant Professor, Kimcheon College, Kimcheon, Korea.
** Professor, Yeungnam University, Kyongsan, Korea.
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키워드

호텔,   레스토랑,   산업 서비스,   서비스 회복의 공정성,   변수의 조작적 정의,   조사대상 및 자료의 수집