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- 저자 : 전윤주(Yoon Joo Chun) (검색결과 1 건)
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전윤주(Yoon Joo Chun),나정기(Jeong Ki Na),진상희(Sang Hee Jin) 한국관광연구학회 2011 관광연구저널 Vol.25 No.3
The food service industry is an industry which produces products and provides services simultaneously. That has the characteristic of responding directly to consumers and communicating with consumers as a service provider. Thus, this study is aimed at investigating the cause of dissatisfaction and the type of complaints expressed by consumers who experienced dissatisfaction after using restaurants with the survey focused mainly on college students. The findings of this study are summarized as follows: Firstly, as the average of recognition of the type of restaurant users` complaints, the response, ``The dissatisfied experience was told to friends, acquaintances and colleagues`` appeared to be the highest. Secondly, as for the result of recognizing the compensation for complaining behavior according to the type of complaints expressed at restaurants, there are two factors for compensating for complaints; that is, behavioral and physical factors. Direct and indirect factors showed a significant difference in behavioral factors among the types of complaints expressed. This indicates that service provider or food service firms have to seek ways of compensating to those consumers expressing complaints directly or indirectly through the behavior. Thirdly, consumers using restaurants experience dissatisfaction despite the efforts on the part of food service firms to achieve their ultimate goal and expressed their complaints in direct or indirect response, or none. To conclude, in this study, it is indicated that as a way of compensating for complaints to recover the relationship with complaining customers in the future, rather than a simple physical compensation, understanding and responding quickly to the things complained about are important.
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