• Management & Information Systems Review
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• v.33 no.1
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• pp.17-43
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• 2014

research tries to present the role of perceived justice and authenticity in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and positive customer behavior. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of perceived justice for successful service recovery has agreed by many researchers, relatively little attention has been paid to emotional aspect of customer. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect while they focus on cognitive aspects. The one research focused on emotional aspects examined effect of authenticity in service context with other related factors. However, solely examined effect of authenticity is not enough to present proper implication effect between justice and authenticity so that it can be understood more clearly. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of authenticity on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of the Korean Society of Industry Convergence
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• v.27 no.2_2
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• pp.363-370
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• 2024

This study is about the organizational justice of fire service agency for organizational commitment and motivation of firefighters. The research data were collected from 355 firefighters nationwide using the On-nara Administrative Work Management System 2.0. The statistical processing method of the research data was analyzed using the statistical program SPSS 28.0. The study results showed that the overall level of firefighters' perception of organizational justice was slightly lower than normal, with an average score of 2.85. Regarding gender, male firefighters were more likely to believe that the organization was injustice than female firefighters. In addition, organizational justice was found to be lower among fire sergeants by rank and first aiders by responsibility.

• Management & Information Systems Review
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• v.31 no.1
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• pp.205-219
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• 2012

This study is to understand how why users fail to service and how users use service recovery strategics. This study use equity theory to understand how perceived justices have influence on trust and to identify how trust has influence on service quality. This study used scenario techquie to get user experience of service failure in smartphone application. Scenario is composed of 16 sub scenario and we conducted survey with each case. The results show that interpersonal justice and distributed justice have significantly influence on trust. However, procedural justice has not influence on trust. Service quality is influenced by trust. This paper conclude with statements of implications and limitations of the study results.

• Management & Information Systems Review
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• v.33 no.3
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• pp.59-76
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• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• The Research Journal of the Costume Culture
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• v.18 no.3
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• pp.526-540
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• 2010

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for service-failure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Journal of Distribution Science
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• v.5 no.1
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• pp.5-22
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• 2007

This research is focused on the effects of salesmen's service-justice and using the IT devices on customer response. Specially, I want to know for the response when our customer take the service from the salesmen. From analysis of the resulting data, using the IT devices are increased the quality of salesmen's service-justice. Salesmen's distributive-justice affects to positive the relationship quality. But procedural justice and interactional justice cannot affect to positive the relationship quality. Maybe, I think that the reason will be a feature of insurance goods. And relationship quality affect to positive the customer's response. There are limitations on generalization due to the results based on only insurance industry, but this study will be a useful exploratory step before designing a future survey.

• Korean Business Review
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• v.20 no.1
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• pp.55-71
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• 2007

The purpose of this study is to view the development process of customer satisfaction about service recovery by grafting disconfirmation theory an important paradigm in explaining customer satisfaction upon the Justice theory the recently on-going study of handling unfairness and to substantiate and analyze the influence of the perceived justice the important decisive factor in satisfaction about service recovery and disconfirmation about service recovery on customer satisfaction. The following conclusions are made according this study. First, the higher the expectation about service recovery is, the higher the standard of disconfirmation appears. Second, disconfirmation about service recovery turns out to have positive influence on customer satisfaction about service recovery. Third, the higher the perceived justice about service recovery is, the lower the level of disconfirmation about service recovery appears.

• The Journal of the Korea Contents Association
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• v.17 no.6
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• pp.424-435
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• 2017

Because services are delivered through the behaviors of people, it is very difficult to do the quality control and services failures are often happened. If services failures are not recovered by appropriate methods, customers make the negative word-of-mouth communications and have the negative intention to repurchase. The service recovery paradox demonstrates the importance of service recovery after the service failures. The purpose of this study is to investigate the antecedents of customer satisfaction of service recovery(CS), and its consequences of the CS. Independent variables of CS are distributive justice, procedural justice, and interactional justice, and dependent variables of CS are negative word of mouth communication and intention to repurchase. Data are collected using the scenario method. Research model and hypotheses are tested empirically using the statistical packages such as SPSS and AMOS.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.11
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• pp.5541-5548
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• 2013

Any enterprises cannot be free from service failure because of service attribute. Thus, the effort to recover from service failure properly has an important meaning. This study emphasizes on the need of effort of service recovery and distinguishes the operant situation of service failure into severity and controllability. At this moment in time, this study wants to verify the role of the effect of justice awareness on trust and satisfaction and adjustment role of employees' authenticity. An object of his study was 206 people who complained about service and this study analyzed their questionnaires by using SPSS, AMOS. To sum up, First, this study result shows that the seriousness of service failure has a negative effect on justice and only controllability has a negative effect on justice. Second, this study result shows that justice awareness has a positive effect on trust and satisfaction and that recovered trust has a positive effect on satisfaction. Third, authenticity has regulation effect on the structural relationship of severity, controllability, trust and satisfaction. Based on such result, this study presented suggestive point and suggested future study.