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호텔기업의 서비스 회복 공정성이 만족에 미치는 영향

Justice of Service Recovery in Satisfaction

황용철|김형길|김신창|고부언
한국상품학회 (Korean Academy Of Commodity Science & Technology)|2012.06|상품학연구 (Journal of Product Research)|제30권 제3호|pp. 33-42|DOI 10.36345/kacst.2012.30.3.004

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참고문헌

키워드

신뢰satisfaction만족몰입trustcommitment서비스 회복 공정성justification of service recovery
주제분류경영학

초록

서비스 기업(e.g., 호텔)에서 서비스 실패의 극복은 매우 중요한 이슈이다. 이에 따라 본 연구는 호텔의 서비스 실패시 회복 공정성이 어떻게 실행해야 하는 지를 보여주었다. 이를 통해 호텔의 고객만족 증대방안을 제시하고자 한다. 본 연구는 제주도 특1급 호텔 이용자를 대상으로 연구를 진행하였다. 연구결과는 크게 3가지의 내용을 요약할 수 있다. 첫째, 호텔의 서비스 실패시 서비스 회복을 위한 절차 공정성과 분배 공정성은 고객의 서비스 품질 지각에 긍정적인 영향을 미쳤다. 둘째, 고객의 지각하는 서비스 품질은 호텔에 대한 신뢰에 긍정적인 영향을 미쳤다. 셋째, 호텔에 대한 신뢰는 몰입과 만족에 긍정적인 영향을 미쳤다.

Abstract

It is important issue to overcome service failures in Service Industry, especially in Hotel. The hotel employee have a chance to encounter directly customers much more rather than any service industry so that customers complaints for service failures seem to be maximized in Hotel. This study examined to how implement service recovery justice when service failed and if recovery justices have affect customer's satisfaction. To do this, we conducted a survey of 1st class hotel in jeju customers. As a result this study, procedural & distributive justice has positively effect on perceived service quality when it occurs service failure. Secondly, perceived service quality affects positively trust to hotel. Finally, trust to hotel has an impact on commitment & satisfaction positively. Hotel management should care deeply about procedural, distributive justice for service recovery in order to highly perceive service quality for customers. In addition, trust to hotel is based on service quality. Thus, it is necessary to make an effort to enhance service quality in Hotel industry.

참고문헌 (41)

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