Culinary science and hospitality research (한국조리학회지)
- Volume 13 Issue 1 Serial No. 32
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- Pages.152-165
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- 2007
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- 2466-0752(pISSN)
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- 2466-1023(eISSN)
A Study on Service Recovery and Customer Behavior from Service Failure
서비스 실패에 따른 서비스 회복과 고객행동에 관한 연구
- Park, Young-Bae (Dept. of Hotel Culinary Art, Ansan College of Technology)
- 박영배 (안산공과대학 호텔조리과)
- Published : 2007.03.30
Abstract
The purpose of this study is to prove that the appropriate fit between service failure and recovery strategy can efficiently maximize customer satisfaction and behavioral intention, by using the prepared scenario through comprehensive approach concerning how the expectation level of service recovery has influence on perceived fairness, satisfaction and behavioral intention of service recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area,