논문KCI 등재
패밀리레스토랑과 이동통신서비스의 서비스회복 결정요인
The Fctors for Service Recovery of Family Restaurant and Mobile Telecommunication Service
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참고문헌
키워드
주제분류학제간연구
초록
Abstract
The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance攀 攀攀1. 서 론
참고문헌 (43)
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관련 논문AI추천
Verifying The Key Determinants to Service Recovery : Focused on Telecommunications, Restaurants, and Banking Sectors김훈, 오세구, 정상철산업개발연구소 · 산업혁신연구2016 · 제32권 제4호서비스 실패 시 회복 공정성이 회복 후 만족과 충성도에 미치는 영향: 패밀리 레스토랑을 중심으로윤인환, 정철호사단법인 인문사회과학기술융합학회 · 예술인문사회 융합 멀티미디어 논문지2016 · 제6권 제3호서비스 회복속성이 고객의 공정성인식과 만족에 미치는 영향에 관한 탐색적 연구(인터넷 서비스 업체를 중심으로)김성호, 백승익, 유재원한국마케팅학회 · 아시아마케팅저널2001 · 제3권 제2호의료 서비스 실패와 회복이 고객만족과 애호도에 미치는 영향조영신한국항공경영학회 · 한국항공경영학회지2009 · 제7권 제3호할인점 서비스 회복과정의 공정성 지각이 고객만족과 재구매 의도에 미치는 영향김용한, 배무언한국유통과학회 · 유통과학연구2005 · 제3권 제1호항공사 서비스 실패의 공정성을 통한 회복에 관한 연구조영신한국항공경영학회 · 한국항공경영학회지2007 · 제5권 제2호
