공항서비스의 회복된 만족이 브랜드 이미지와 불평의도에 미치는 영향에 관한 연구 －인천국제공항을 중심으로－
The Effect of Airport Service Recovery on Satisfaction, Brand Image and Complaints Intention
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The purpose of the study is to investigate the relationship between airport service recovery justice, customer satisfaction, brand image and complaint intentions in order to provide an effective recovery system for customer satisfaction and to determine failure factors by applying different variables into a well-defined algorithm. The study identifies the most useful recovery strategy for converting customer complaints that arise from service failure at the airport into customer satisfaction through fairness in order to build a customer complaints management system. Also the study suggest practical ways for resolving customers complaints by investigating which variables influence the service recovery. The study certifies the importance of service recovery by examining a casual relationship between complaints intention and complaints behavior on customer satisfaction and also on brand image after service recovery.
Abstract
The purpose of the study is to investigate the relationship between airport service recovery justice, customer satisfaction, brand image and complaint intentions in order to provide an effective recovery system for customer satisfaction and to determine failure factors by applying different variables into a well-defined algorithm. The study identifies the most useful recovery strategy for converting customer complaints that arise from service failure at the airport into customer satisfaction through fairness in order to build a customer complaints management system. Also the study suggest practical ways for resolving customers complaints by investigating which variables influence the service recovery. The study certifies the importance of service recovery by examining a casual relationship between complaints intention and complaints behavior on customer satisfaction and also on brand image after service recovery.
참고문헌 (31)
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