Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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TQM Factors and Their Impact on Service Recovery and Service Performance - In restaurant settings -

TQM 특성이 서비스 회복 및 서비스 성과에 미치는 영향 - 외식산업을 중심으로 -

  • Received : 2013.03.07
  • Accepted : 2013.03.12
  • Published : 2013.03.31
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Abstract

Purpose: The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction. Methods: This study employed structural equation modeling methodology analyzing 265 samples collected. Results: This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice. Conclusion: This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction.

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References

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