고객불평에 대한 레스토랑의 처리방안 = A Study on the customer Complaint handling in Restaurant

다국어 초록 (Multilingual Abstract)

The purpose of this study is to provide the restaurant the customer complaint handling and to report customer's evaluation about it. In specific, Customer's post-behavior is influenced by the customer complaint handling in hospitality industry. The following results are the casual sequence of theory through the model of existing documentary records. Firstly, it is found out that the result of the complaint handling on the customers who had experienced by justice theory. The validity of justice dimension is proved through factor analysis. Secondly, there are two dimensions in justice, distributive justice and interactive justice. Those are interacting each other and influencing in the satisfaction of complaint handling. It is found that justice is the important concept in restaurant's complaint handling. In addition, the investment of restaurant's complaint handling can make the restaurant keep a good relationship with its customer. However, the limitation of this survey is to cause bias because of answering to scenario. This study about F&B service will contribute to provide systematic knowledge of complaint handling and develop effective program.

목차 (Table of Contents)

• ABSTRACT
• Ⅰ. 서론
• Ⅱ. 이론고찰 및 가설설정
• Ⅲ. 실증분석
• Ⅳ. 결론
• 참고문헌
• 부록