호텔객실서비스 회복공정성 인식 차이에 관한 연구
A Study on the Differences of Customers’ Perceived Recovery Justice in Hotel Room Service
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It is important to provide the proper service recovery. In spite of the importance of perceived justice, there are little study about it. If service failure has been continued, the hotel industry might lose customers. Therefore, it is necessary to provide various efforts to complained customers to recover services. This study examines the differences of customers’ perceived justice, which is composed of three dimensions(i.e., distributive justice, procedural justice, and interactional justice). The survey conducted during period from June to July, 2012. The object of this study goes to some 480. The questionnaire contained 9 justice variables and 5 demographic variables. Of the 480, 445 were returned, for a 92.7% response rate. To verify the hypotheses, t-test and ANOVA conducted. From the results, it is discovered that there are differences of perceived recovery justice among demographic variables.
Abstract
It is important to provide the proper service recovery. In spite of the importance of perceived justice, there are little study about it. If service failure has been continued, the hotel industry might lose customers. Therefore, it is necessary to provide various efforts to complained customers to recover services. This study examines the differences of customers’ perceived justice, which is composed of three dimensions(i.e., distributive justice, procedural justice, and interactional justice). The survey conducted during period from June to July, 2012. The object of this study goes to some 480. The questionnaire contained 9 justice variables and 5 demographic variables. Of the 480, 445 were returned, for a 92.7% response rate. To verify the hypotheses, t-test and ANOVA conducted. From the results, it is discovered that there are differences of perceived recovery justice among demographic variables.
참고문헌 (39)
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