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The Causal Relationship between Perceived Service Recovery Justice, and Relationship Benefit, Relationship Satisfaction and Long-term Relationship Orientation
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외식산업 서비스회복공정성 지각과 관계혜택, 관계만족 및 장기관계지향성간의 인과관계 연구

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Type
Academic journal
Author
Journal
Culinary Society of Korea Culinary Science & Hospitality Research Vol.17 No.2 KCI Accredited Journals
Published
2011.3
Pages
168 - 181 (14page)

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The Causal Relationship between Perceived Service Recovery Justice, and Relationship Benefit, Relationship Satisfaction and Long-term Relationship Orientation
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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-term 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-term 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-term relationship orientation.
#food service Industry #Service Recovery Justice #Relationship Benefit #Relationship Satisfaction #Long-term Relationship Orientation

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References (33)

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1. [학술지(정기간행물)] - Adams JS / 1963 / Toward an Understanding of Inequity / J Abnorm SOC Psych 67 (5) : 422 ~ 436 google schola 2. [단행본] - Ahn WK / 2003 / A Study on Relationship between Relational Benefits and Customer Loyalty in Hotel Restaurant / MS Thesis Taegu University : 18 ~ 32 google schola 3. [학술지(정기간행물)] - Ahn WK / 2002 / Relational Benefic and Customers' Loyalty -Centered on Mediating Role of 'Satisfaction and Trust to Hotel Restaurant and Hotel Employee' / Korean Academy of Marketing Sci 3 (2) : 117 ~ 142 google schola 4. [학술지(정기간행물)] - Andreassen TW / 2000 / Antecedents to Satisfaction with Service Recovery / EUR J Marketing 34 (1) : 156 ~ 175 google schola 5. [학술지(정기간행물)] - Berry ML / 1995 / Relationship Marketing of Services-Growing Interest, Emerging Perspective / J Acad Market SCI 23 (4) : 236 ~ 245 google schola

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