특급호텔 고객의 서비스 공정성 인식이 고객만족과관계품질에 미치는 영향-서울지역 특1등급 호텔 중심으로-
Effects of Customers' Perceived Service Justice in Membership Discount on Customer’s Satisfaction and Relationship Quality in Deluxe Hotel
1
조회
0
다운로드
10
인용
0
참고문헌
키워드
초록
본 연구는 대 고객 서비스 관점에서 호텔종사원들의 호텔서비스 고객에게 적절하게 전달함으로서 고객이 느끼는서비스공정성이 서비스 대상기업으로부터 지속적 관계를 유지하고 그 고객이 고객 만족을 얼마나 느끼는지 연구결과를분석하는 연구이다. 고객이 만족하는 관점에서 서비스공정성, 제공의 공정성, 과정의 공정성, 인식의 공정성, 신뢰가 고객의관계품질과 고객만족에 유의한 결과로 나타났다. 서울지역 특급호텔 250명 고객에게 데이터를 수집하여 분석하였다. 그리고가설7개는 적절한 연구모델을 나타내고 있다. 이 연구는 호텔서비스 경영자에게 강력한 종사원에게 신뢰 위임 활용이 필요하며 고객관계를 형성하고 고객만족에 다양한 신뢰가 필요하다.
Abstract
This paper examines the critical role of customers' perceived service justice in relationship hotel marketing and service. Three types of service justice, distributive justice, procedural justice, and interactional justice are proposed to affect both customer satisfaction and trust, and customer service satisfaction is likely to take effects on relationship quality variables, trust and commitment. Empirical results, based on data from 250 customers of two membership discount deluxe hotel in Seoul, showed satisfactory data-fitness to the proposed model and supported seven research hypotheses. Interactional justice was found to have significant relationship with both trust and customer satisfaction, while distributive justice had significant relationship with trust and procedural justice with customer satisfaction. Also, the customer satisfaction had strong relationship with core variables of relationship quality (trust and commitment) and the trust variable was found to be a powerful antecedent leading to customer's commitment to service organization.
참고문헌 (36)
- Sheldon Alexander, "The role of procedural and distributive justice in organizational behavior", Social Justice Research, 1(2), pp.177~198 (1987), Springer Nature[DOI]
- Eugene W. Anderson, "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden", Journal of Marketing, 58(3), pp.53~ (1994), SAGE Publications[DOI]
- J. C. Anderson, "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach", Psychological Bulletin, 103(3), pp.411~423 (1988)[DOI]
- Erin Anderson, "The Use of Pledges to Build and Sustain Commitment in Distribution Channels", Journal of Marketing Research, 29(1), pp.18~ (1992), JSTOR[DOI]
- Stephen Tueller, "Evaluation of Structural Equation Mixture Models: Parameter Estimates and Correct Class Assignment", Structural Equation Modeling: A Multidisciplinary Journal, 17(2), pp.165~192 (2010), Informa UK Limited[DOI]
- L. L. Berry., "Relationship Marketing of Services-Growing Interest, Emerging Perspectives", Journal of the Academy of Marketing Science, 23, pp.236~245 (1995)[DOI]
- L Bettencourt, "Customer voluntary performance: Customers as partners in service delivery", Journal of Retailing, 73(3), pp.383~406 (1997), Elsevier BV[DOI]
- Robert J. Bies, "Interactional fairness judgments: The influence of causal accounts", Social Justice Research, 1(2), pp.199~218 (1987), Springer Nature[DOI]
- J. M. Bitner, "Building Service Relatonships : It's All About Promises", Journal of the Academy of Marketing Science, 23, pp.246~251 (1995)
- Mary Jo Bitner, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents", Journal of Marketing, 54(1), pp.71~ (1990), SAGE Publications[DOI]
- Jeffrey G. Blodgett, "The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions", Journal of Retailing, 69(4), pp.399~428 (1993), Elsevier BV[DOI]
- David E. Bowen, "HRM and service fairness: How being fair with employees spills over to customers", Organizational Dynamics, 27(3), pp.7~23 (1999), Elsevier BV[DOI]
- P. W. Thayer, "Justice in the workplace: approaching fairness in human resource management", Choice Reviews Online, 31(01), pp.31-0398~31-0398 (1993), American Library Association[DOI]
- C. E. Clemmer, "Fair Service, Advances in Services Marketing and Management, 5" (1996), JAI Press
- Lawrence A. Crosby, "Relationship Quality in Services Selling: An Interpersonal Influence Perspective", Journal of Marketing, 54(3), pp.68~ (1990), SAGE Publications[DOI]
- A. J. Czepiel., "Services Encounters and Service Relationships: Implications for Reserch", Journal of Business Research, 20, pp.13~21 (1990)[DOI]
- F. R. Dwyer, "Developing Buyer and Seller Relationships", Journal of Marketing, 51, pp.11~27 (1987)
- P. R. Fisk., "Postchoice Evaluation: An Equity Theory Analysis of Consumer Satisfaction" (1981), Dissatisfaction with Service Choice
- I. N. Bloomington., "Indiana University" (1994), Center for Innovation in Teaching the
- Valerie S. Folkes, "Consumer Reactions to Product Failure: An Attributional Approach", Journal of Consumer Research, 10(4), pp.398~ (1984), Oxford University Press (OUP)[DOI]
- Claes Fornell, "A National Customer Satisfaction Barometer: The Swedish Experience", Journal of Marketing, 56(1), pp.6~ (1992), SAGE Publications[DOI]
- Richard P. Bagozzi, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error: A Comment", Journal of Marketing Research, 18(3), pp.375~ (1981), JSTOR[DOI]
- Shankar Ganesan, "Determinants of Long-Term Orientation in Buyer-Seller Relationships", Journal of Marketing, 58(2), pp.1~ (1994), SAGE Publications[DOI]
- Ellen Garbarino, "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships", Journal of Marketing, 63(2), pp.70~ (1999), SAGE Publications[DOI]
- Cathy Goodwin, "Consumer responses to service failures: Influence of procedural and interactional fairness perceptions", Journal of Business Research, 25(2), pp.149~163 (1992), Elsevier BV[DOI]
- Christian Gronroos, "Relationship approach to marketing in service contexts: The marketing and organizational behavior interface", Journal of Business Research, 20(1), pp.3~11 (1990), Elsevier BV[DOI]
- S. W. Kelley, "Antecedents to Customer Expectations for Service Recovery", Journal of the Academy of Marketing Science, 22(1), pp.52~61 (1994), Springer Nature[DOI]
- Scott W. Kelley, "A Typology of Retail Failures and Recoveries", Journal of Retailing, 69, pp.429~452 (1993)
- Robert M. Morgan, "The Commitment-Trust Theory of Relationship Marketing", Journal of Marketing, 58(3), pp.20~ (1994), SAGE Publications[DOI]
- Richard L. Oliver, "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach", Journal of Marketing, 53(2), pp.21~ (1989), SAGE Publications[DOI]
- Rousseau, "Psychological Contracts in Organization: Understanding Written and Unwritten Agreements", pp.67~ (1995), Sage
- Smith, K. Amy, "A Model of Customer Satisfaction with Service Encounters involving Failure and Recovery", Journal of Marketing Research, 36, pp.356~372 (1999)
- Swan, E. John, "Deeping the Understanding of Hospital Patient Satisfaction : Fulfillment and Equity Effects", Journal of Health Care Marketing, 5, pp.7~18 (1985)
- Tax, S. Stephen, "Customer Evaluations of Service Complaint Experiences : Implications for Relationship Marketing", Journal of Marketing, 62, pp.60~76 (1998)
- Taylor, Shirey, "Waiting for Service : The Relationship Between Delays and Evaluations of Services", Journal of Marketing, 58, pp.56~69 (1994)
- W. L. Ulrich., "HRM and Culture : History Ritual and Myth", Human Resource M\anagement, 23, pp.117~128 (1984)