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레스토랑 불량고객의 종류에 따른 서비스 회복전략 효과에 관한 연구

A study of the effectiveness of service recovery strategies according to types of jay-customers in restaurants

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한국마이스관광학회 (Korea MICE Tourism Society)|2016.03|MICE관광연구 (JOURNAL OF MICE & TOURISM RESEARCH)|제16권 제1호|pp. 21-37

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참고문헌

키워드

서비스 실패service failure서비스 회복 전략불량고객품행이 나쁨service recovery strategiesjay-customermisbehavior

초록

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.

Abstract

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.

참고문헌 (30)

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