서비스연구 (Journal of Service Research and Studies)

  • 제9권4호
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  • Pages.97-114
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  • 2019
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  • 2234-2850(pISSN)
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  • 2466-1813(eISSN)
서비스사이언스학회 (The Society of service Science)
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관계 품질과 귀인이 서비스 복구 기대와 구전에 미치는 영향

Impact of Relationship Quality and Attribution on Service Recovery Expectation and Word of Mouth

  • 투고 : 2019.02.26
  • 심사 : 2019.06.24
  • 발행 : 2019.12.31
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초록

관여도가 높은 서비스 산업 분야에서 소비자가 지각하는 관계 품질과 서비스 실패의 복구 수준은 서비스 제공자의 이미지와 매출액에 직접적인 영향을 미치는 중요한 요인이다. 특히 성공적인 관계마케팅 전략의 실행과 서비스 실패에 대한 효과적인 복구는 맞춤형 서비스를 기대하는 고객들에게 더욱 많은 만족을 제공하며 기업과 소비자와의 관계를 강화시킨다. 본 연구는 이러한 선행연구들 기반으로, 서비스 실패의 심각성을 관계마케팅과 귀인이론의 관점에서 접근하여 서비스 복구 기대와 구전에 영향을 미치는 변수간의 인과관계를 규명하고자 진행되었다. 실증분석을 위하여 헤어살롱 이용 고객 360명을 대상으로 서비스 실패상황이라는 시나리오를 제시하여 설문조사를 실시한 후에, 불성실한 응답을 제외한 총 333부의 설문지를 최종 분석에 사용하였다. 구조방정식 모형을 이용하여 가설을 검정하였고, 그 결과는 다음과 같다. 첫째, 소비자가 서비스 실패의 심각성을 크게 지각할수록 관계 품질은 나빠진다는 가설이 규명되었다. 둘째, 소비자가 서비스 제공자와 좋은 관계를 유지할수록 서비스 실패의 원인을 일시적이고 통제 불가능한 것이라고 간주한다는 사실도 확인하였다. 셋째, 소비자가 서비스 실패 상황을 일시적인 것으로 지각할수록 서비스 복구에 대한 기대 수준도 높아질 것이라는 가설이 지지되었다. 넷째, 소비자는 서비스 제공자와 관계가 좋을수록 높은 서비스 복구 수준을 기대하며, 동시에 서비스 제공자에 대하여 긍정적인 구전을 할 가능성이 높아진다는 사실이 규명되었다. 본 연구의 이러한 결과는, 서비스 기업의 고객 지향적 비즈니스 모델 개발에 실무적인 도움을 줄 수 있으며 고관여 분야의 서비스 마케팅 연구를 위한 새로운 방향을 제시하였다는 점에서 학문적 의의를 찾을 수 있다.

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

키워드

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