개인구독
소속 기관이 없으신 경우, 개인 정기구독을 하시면 저렴하게
논문을 무제한 열람 이용할 수 있어요.
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recov ery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.
목차
등록된 정보가 없습니다.
참고문헌 (0)
참고문헌 신청이 논문의 저자 정보
이 논문과 함께 이용한 논문
진성리더십은 부하들의 변화지지행동을 높이는가? : 감정적 변화몰입의 매개효과와 조직공정성의 조절효과
조윤형
,
최우재
인적자원개발연구
2016
.12
외식 서비스 실패 유형에 따른 서비스 회복 노력의 효과 비교
이슬기
,
김동진
Culinary Science & Hospitality Research
2016
.12
서비스 실패 시 회복전략 우선순위에 관한 연구 : AHP분석을 중심으로
한상린
,
정경식
,
이명성
서비스경영학회지
2014
.06
조직정치기각과 조직유효성의 관계에서 보상공정성의 조절효과
박정일
,
이강수
,
황호영
한국산업경제학회 정기학술발표대회 초록집
2014
.05
서비스 실패유형에 따른 대응방안이 공정성 지각에 미치는 영향 : 패션점포 내 고객불량행동 발생 상황의 타고객 관점에서
안민아
,
이미아
,
추호정
유통연구
2015
.01
최근 본 자료
댓글(0)
0
UCI(KEPA) : I410-ECN-0101-2017-381-000746099