항공사 서비스 회복 연구
A Study on The Recovery of Airline Service
2
조회
0
다운로드
7
인용
0
참고문헌
키워드
초록
The purpose of this study is to find out the multi-dimensional natures of satisfaction with service recovery that could revise the customer's dissatisfaction level. The new developed 6 dimensions of airline service recovery were introduced as the empirical method measuring the post-recovery satisfaction of complaining passengers. The Major finding of this study were as follows: After service failure, effective efforts and recovery procedures could increase the satisfaction of customer, and furthermore the concept and emotional status of dissatisfied customer could be revised to the good direction. The newly developed service recovery dimensions were founded to be effective in recovering the customer's negative emotional status caused by service failure. So it is really important to invent more effective dimensions for service recovery and to build the airlines service recovery system. And the fact that each service recovery dimension should be used properly to the situation, should be recognized clearly to service firm.
Abstract
The purpose of this study is to find out the multi-dimensional natures of satisfaction with service recovery that could revise the customer's dissatisfaction level. The new developed 6 dimensions of airline service recovery were introduced as the empirical method measuring the post-recovery satisfaction of complaining passengers. The Major finding of this study were as follows: After service failure, effective efforts and recovery procedures could increase the satisfaction of customer, and furthermore the concept and emotional status of dissatisfied customer could be revised to the good direction. The newly developed service recovery dimensions were founded to be effective in recovering the customer's negative emotional status caused by service failure. So it is really important to invent more effective dimensions for service recovery and to build the airlines service recovery system. And the fact that each service recovery dimension should be used properly to the situation, should be recognized clearly to service firm.
참고문헌 (38)
- 김영화, "서비스 실패유형에 따른 회복 공정성 지각이 고객의 감정 반응, 서비스 가치 및 충성도에 미치는 영향", 박사, pp.2004
- 이종환, "서비스 공정성회복과 만족의 관계에서 조절변수의 효과", 박사, pp.2005
- 원유석, "서비스 회복 패러독스의 조절변수에 관한 연구", 박사, pp.2005
- 원유석, "서비스 회복 패러독스의 조절변수에 관한 연구", 박사, pp.2005
- Auth,S. Johnson,M.D., "Compatibility: Effect in Evaluations of Satisfaction and Loyalty", Journal of Economic Psychology, 26(1), pp.35~37 (2005)
- Backman,S.J., "The Usefulness of Selected Variables for Predicting Activity Loyalty", Leisure Science, 13, pp.205~220 (1991)
- Bell,C., "Service Breakdown: the Road to Recovery", pp.32~35 (1987), Management Review
- Berry,L.L., "Marketing Services: Competing through Quality" (1991), The Free Press
- Blodgett,J.G, "The Effects of Perceived Justice on Complaints: Repatronage Intentions and Negative Word-of Mouth Behavior", Journal of Consumer Satisfaction, 7, pp.1~14 (1994)
- Bowen,D.E., "Internal Service Recovery: Developing a New Construct", International Journal of Service Industry Management, 10(2), pp.118~131 (1998)
- Brown,, "Consumer Complaining and Word-of-Mouth Activities: Field Evidence", Advanceds in Consumer Reserach, 16, pp.44~51 (1989)
- Christo,, "A Re-assessment and Refinement of RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery", Managing Service Quality, 15(5), pp.410~425 (2005)
- Dick,A.S., "Customer Loyalty:Toward an Integrated Conceptual Framework", Journal of the Academy Marketing Science, 22(2), pp.99~113 (1994)
- Folkes,V.S., "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport", Journal of Consumer Research, 13, pp.534~539 (1987)
- Gr?nross,C., "Service Quality: The Six Criteria of Good Perceived Service Quality", Review of Busines, 9, pp.148~156 (1988)
- Johnston,R., "Service Failure and Recovery: Impact, Attributes and Process". Advances in Service Marketing Management" (1995), JAI Press
- Jones,T.O., "Why Satisfied Customers Defect", Harvard Business Review, 73(6), pp.88~99 (1995)
- Hastoff,, "Person Perception" (1970), Addison-Wesley
- Heskett, J, "Service Breakthrough: Changing the Rules of the Game" (1990), The Free Press.
- Kelly,S.W., "Antecedents to Customer Expectations for Service Recovery", Journal of the Academy of Marketing Science, 22(1), pp.34~56 (1994)
- Lundeen,H.K.,, "Service Recovery in Commercial Real Estate Management", Journal of Property Management, 60(3), pp.30~32 (1995)
- Mark E.Patton, "Dancing Service", ~, pp.How to Teach an Elephant to Dance (2001)
- Mattila,A.S., "The Effectiveness of Service Recovery in a Multi-industry Setting", Journal of Services Marketing, 15(7), pp.583~596 (2001)
- Maxham Ⅲ,J.G, "Service Recovery's Influence on Consumer Satisfaction, Positive Word-of-Mouth, and Purchase Intentions", Journal of Business Research, 54 (2001)
- Maxham,J.G.Ⅲ and Netemeyer R.G, ""A Longitudinal Study of Complaining Customers Evaluations of Multiple Service Fail", ", ~ (2002)
- Miller,D.T., "Self-Serving Biases in the Attribution of Causality: Fact or Fiction?", Psychological Bulletin, 82(2), pp.213~225 (1975)
- Miller,J.L.,, "Service Recovery: a Framework and Empirical Investigation", Journal of Operations Management, 18, pp.387~400 (2000)
- Oliver,R.L., "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach", Journal of Marketing, 53 (1989)
- Schlesinger, L. A., "Breaking the Cycle of Failure in Service", Sloan Management Review, 32(3) (1992)
- Singh,Jagdip., "Voice, Exit and Negative Word-of Mouth Behavior: an Investigation Across Three Service Categories", Journal of the Academy of Marketing Science, 18 (1990)
- Smith,A.K.,, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery", Journal of Marketing Research.Vol.36(3).pp.356-372, 36(3), pp.356~372 (1999)
- Swanson, S. R, "Service Recovery Attributions and Word-of-Mouth Intentions", European Journal of Marketing (2001)
- Valeries.S.Folkes, "Consumer Reactions to Product Failure: An Attributional Approach", Journal of Consumer Research, 10, pp.398~409 (1984)
- Weun, "Psychological Models of the Justice Motive: Antecedents of Distributive and Procedural Justice", Journal of Personality and Social Psychology, 67 (1997)
- Weun and Seung Goog, "Service Failure and Recovery: Impact on New Customer Relationship, Unpublished Doctorial Dissertation", pp.114~131 (1997), Tuscaloosa Alabama: Univisity of Alabama
- Weun,, "The Impact of Service Failure Severity on Service recovery Evaluations and Post-recovery Relationships", Journal of service Marketing, 18(2) (2004)
- Yoon,Y.S., "An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model", Tourism Management, 26, pp.45~46 (2005)
- Zeithaml,V.A,, "The Nature and Determinants of Customer Expectations of Service", Journal of the Academy of Marketing Science, 21, pp.1~12 (1993)