메뉴 건너뛰기
.. 내서재 .. 알림
소속 기관/학교 인증
인증하면 논문, 학술자료 등을  무료로 열람할 수 있어요.
한국대학교, 누리자동차, 시립도서관 등 나의 기관을 확인해보세요
(국내 대학 90% 이상 구독 중)
로그인 회원가입 고객센터 ENG
주제분류

추천
검색

논문 기본 정보

자료유형
학술저널
저자정보
저널정보
관광경영학회 관광경영연구 관광경영연구 제14권 제2호
발행연도
2010.1
수록면
245 - 267 (23page)

이용수

표지
📌
연구주제
📖
연구배경
🔬
연구방법
🏆
연구결과
AI에게 요청하기
추천
검색

초록· 키워드

오류제보하기
The previous other research has greatly advanced the understanding of service failures and recovery by providing a theoretical framework. Previous research has not, however, investigated the tenants of the framework across various service failure situations, specifically under varying levels of the severity of the service failure and customer's negative emotion in travel service. So, I investigate the main effects of customer's negative emotion and the severity of service failure with perceived justice on result with the service recovery. In this research has found that interactional justice and distributive justice are critical factors which are influencing customers' future behavioral intention after service recovery. Managers should also consider that customer perceived justice has a significant effect on recovery result. Thus, managers should make every effort to guarantee to the customer a fair complaint handling process and adequate compensation system. In general, the results presented suggest that studies dealing with service failure and recovery should take into account consumers' future attitude toward complaining as a way to improve explanation in the boundary conditions of the investigated effect relationships. Future studies should also investigate how magnitude of service failure affect real consumer complaining behavior, instead of intentions of complaining behavior and classify the service failure severity more variously. Also, new variables as like levels of switching costs should be included.

목차

등록된 정보가 없습니다.

참고문헌 (33)

참고문헌 신청

함께 읽어보면 좋을 논문

논문 유사도에 따라 DBpia 가 추천하는 논문입니다. 함께 보면 좋을 연관 논문을 확인해보세요!

이 논문의 저자 정보

최근 본 자료

전체보기

댓글(0)

0