호텔컨벤션 서비스 회복노력이 고객행동의도에 미치는 영향 연구
The Effects of Service Recovery to the Customer's Behavior Intentions on Hotel Convention Service
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This research is a study on how the satisfactions by hotel conventions participants affect their future behavior intentions, after the services are recovered through the perceptions of distributive justice, procedural justice and interactional justice by the hotel convention participants, based on the equity theory, in case of the service failures that are possibly generated upon using the hotel convention service. The specific finding of this research are as follows. First, in the examination to verify the differences by failure type, the group with experiences in the failure of procedural justice to the physical environment marked higher perception, and in the examination for the distribution justice and the customer satisfaction level, the group with experiences in the failure of management service for participants showed higher perception Lastly, in the examination of differences according to the frequency of participation, the group with higher participation frequency presented the higher perception on the causes of distributive justice in the comparison to the group with lower participation frequency. This finding meas that due to the characteristics of convention. under the circumstances that the unified operating manuals for various convention types are absent, the efforts to recover the service than to prevent the service failure are more vital, and inducing the interactional satisfaction with the customers is important. The managers in the business related to hotel convention should build the strategies for the service failure and its recover, carry out employee training in more systematic approach, and achieve the improvement in service quality and the productive customer management and satisfaction.
Abstract
This research is a study on how the satisfactions by hotel conventions participants affect their future behavior intentions, after the services are recovered through the perceptions of distributive justice, procedural justice and interactional justice by the hotel convention participants, based on the equity theory, in case of the service failures that are possibly generated upon using the hotel convention service. The specific finding of this research are as follows. First, in the examination to verify the differences by failure type, the group with experiences in the failure of procedural justice to the physical environment marked higher perception, and in the examination for the distribution justice and the customer satisfaction level, the group with experiences in the failure of management service for participants showed higher perception Lastly, in the examination of differences according to the frequency of participation, the group with higher participation frequency presented the higher perception on the causes of distributive justice in the comparison to the group with lower participation frequency. This finding meas that due to the characteristics of convention. under the circumstances that the unified operating manuals for various convention types are absent, the efforts to recover the service than to prevent the service failure are more vital, and inducing the interactional satisfaction with the customers is important. The managers in the business related to hotel convention should build the strategies for the service failure and its recover, carry out employee training in more systematic approach, and achieve the improvement in service quality and the productive customer management and satisfaction.
참고문헌 (39)
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