The empirical study on the effect of service recovery effort to service quality perception and customer satisfaction

서비스 회복 노력이 서비스 품질인지와 고객만족에 미치는 영향에 관한 연구

In recent, keeping and developing relationships with current customers is a key service business goal, and service recovery efforts is to be the essence of service business strategy. But many researchers have neglected to focus on that issue. So this research is intended to explore service quality factors that include service recovery efforts and grip those difference among service operations systems. Service operations systems are divided into three categories. Our study results suggest that customer oriented firms need to develop a comprehensive service recovery system and must include service recovery as a service quality factor.