외식산업 서비스회복공정성 지각과 관계혜택, 관계만족 및 장기관계지향성간의 인과관계 연구

다국어 초록 (Multilingual Abstract)

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.

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