• Journal of the Korea Safety Management & Science
• /
• v.16 no.3
• /
• pp.389-397
• /
• 2014

This paper reviewed the relationship between job stress and service quality, and the moderating effect of organizational justice in food service restaurant. Based on the responses from 209 employees, the results of multiple regression analysis appeared as follow; 1) job stress(insufficient job control, lack of reward, occupational climate, job insecurity, interpersonal conflict) partly effect negatively on all service quality factors(tangibility. reliability, responsiveness, empathy). 2) distributive justice and procedural justice partly effect positively on the relationship between job stress and service quality.

• Journal of the Korean Home Economics Association
• /
• v.47 no.7
• /
• pp.73-82
• /
• 2009

The purpose of this study was to examine the effect of perceived justice associated with service recovery on perceived service quality, and the relationships among perceived service quality, customer satisfaction and behavioral intentions in online apparel shopping contexts. Justice theory provided the theoretical framework for this study. The research strategy employed an online survey methodology. Online shoppers (N=669) who had experiences in service failure and dissatisfactions completed a questionnaire. The model of the study was tested by structural equation modeling (SEM) and the results of SEM revealed positive effect of perceived justice regarding service recovery on perceived service quality, positive effect of perceived service quality on customer satisfaction, and positive effect of customer satisfaction on behavioral intention. The results of this study have implications for online retailers. Online retailers need to understand the importance of service recovery by which service failures are managed.

• The Journal of Industrial Distribution & Business
• /
• v.9 no.1
• /
• pp.77-88
• /
• 2018

Purpose - Past research has not given much attention to the roles of consumers' social relationship type in the effects of justice type of service failure recovery alternatives on their satisfaction to the alternative exposed to them. Current research aimed at exploring the moderation role of consumers' social relationship central versus peripheral in the effects of justice types of service failure recovery alternatives on the recovery satisfaction, and this research also explored whether the level of satisfaction to interaction justice-focused alternative are significantly different between the two, their social relationship central and peripheral relationship. Research design, data, and methodology - 2(social relationship central versus peripheral) between-subjects design was employed. 50 participants for each experimental group there were. Participants of each group took forceful steps in choosing one between the procedural justice-focused alternative and the distribution justice-focused alternative. χ²-analysis was used to verify that the number of choosing each alternative becomes different between the two experimental groups, and a one way ANOVA was used to verify that the extent to which participants are satisfied to the alternative chosen by them becomes different between the two groups. Results - The number of participants choosing procedural justice-focused alternative at the group of social relationship central was larger than that at the group of social relationship peripheral, whereas the number of participants choosing distribution justice-focused alternative at the group of social relationship peripheral was larger than that at the group of social relationship central. And the level of satisfaction to procedural justice-focused alternative at the group of social relationship central was higher than that at the group of social relationship peripheral, whereas the level of satisfaction to distribution justice-focused alternative at the group of social relationship peripheral was higher than that at the group of social relationship central. In addition, the level of satisfaction to interaction justice-focused alternative was not significantly different between the two groups. Conclusions - Marketers should give attention to the type of justice when developing alternatives by which consumers' service failure can be recovered. They should suggest procedural justice-focused alternative to consumers under social relationship central, whereas they should develop distribution justice-focused alternative for consumers under social relationship peripheral. And in the process of recovering service failure they also should focus on interaction justice.

• Culinary science and hospitality research
• /
• v.22 no.6
• /
• pp.120-131
• /
• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• Journal of the Korean Home Economics Association
• /
• v.43 no.3 s.205
• /
• pp.147-159
• /
• 2005

The purpose of this study was to analyze the effect of justice (distributive, interactional, and procedural) perception of e-service recovery in restaurant businesses on e-service recovery satisfaction, negative word of mouth, trust, and commitment. We designed a quasi-experimental study using eight different scenarios of justice application. One of the eight scenarios was distributed to each respondent to read, and the respondent then answered regarding feelings and subsequent action. Data analysis was based on 232 usable responses. The results imply that interactional justice is more important than other forms of justices in e-service recovery of restaurant businesses, indicating that restaurants must approve the service failure, make an apology to the customer, and maintain a courteous attitude at all times. In addison, the restaurant has to consider an e-service recovery program as a long-term strategy because the effect of e-service recovery in restaurant businesses grows slowly and takes time-consuming effort.

• The Journal of the Korea Contents Association
• /
• v.10 no.7
• /
• pp.377-385
• /
• 2010

To find out an mediating variable between justice perception and switching intentions in the service failure and recovery context the study has centered mainly on justice perceptions, satisfaction and switching intentions after service failure. The researcher found that justice perceptions had negative effects on switching intentions, but satisfaction after service recovery didn't mediate between justice perceptions and switching intentions.

• Journal of the Korean Society for information Management
• /
• v.30 no.2
• /
• pp.35-59
• /
• 2013

The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit. For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.

• The Journal of Asian Finance, Economics and Business
• /
• v.6 no.1
• /
• pp.129-139
• /
• 2019

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

• Culinary science and hospitality research
• /
• v.15 no.4
• /
• pp.273-285
• /
• 2009

In order to find how the recovery justice from the service procedure and result failure affects the quality of customer-brand relationship, we conducted this study following pre research, its correction and supplement of the customers who experienced some service failures in food restaurant. We selected the best five brands in Korean food franchise in the rank of the sales on basis of data of Korean Food Restaurant Information in year 2009. The participants of this research were the people who live in Seoul metropolitan area and ever experienced any service failure within recent 6 months. Of the 500 copies of survey questionnaires distributed, 391 were used for the analysis. The method used for this analysis was the SPSS for WIN 12.0 program and the analysis such as technical statistics analysis, reliability analysis, research element analysis and regression analysis were applied. As a result, the service shortage factor which is one of the service process failures was confirmed to affect procedural justice and distributive justice. It has been confirmed that procedural justice and distributive justice are influenced by the hygiene deficiency which is one of the result failures. It was also found that the product factor affects distribution justice. As for the effect of the quality of recovery justice and a customer-brand relationship, procedural justice and distributive justice were found to affect the mutual dependency while procedural justice affects a familiarity.

• Journal of Information Technology Applications and Management
• /
• v.26 no.2
• /
• pp.41-60
• /
• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.