서비스 회복의 공정성이 레스토랑 고객 만족과 행동 의도에 미치는 영향에 관한 연구

The Study on the Effect of Service Recovery Justice in Restaurant Customer Satisfaction and Behavior Intention

The purpose of this study was to identify the customer dissatisfaction types by demographic characteristics, and examine the effort of service recovery justice on the customers' satisfaction, in order to construct the efficient recovery system fer the restaurant service failure. Also, another purpose of this study was to analyze the effect of customer satisfaction on the word of mouth and the repurchase, and so devise the information measures for the positive relationship between the customers and the domestic restaurants. According to the results of this study, the customer evaluation on service recovery could be explained by the concept of justice. Also, this justice influenced the overall satisfaction on service recovery, and further the satisfaction on service recovery influenced the subsequent positive word of mouth or repurchase intention.