국내 에스닉 푸드점 외식업의 실태와 서비스 실패․회복․서비스 품질에 관한 연구

다국어 초록 (Multilingual Abstract)

This study investigated service failure and recovery of domestic ethnic food restaurants based on a model of the repercussions of service failure dealing not only with seriousness and control, but also the cause-and-effect
relationships among the variables relevant to the quality of relationships - trust, satisfaction, and loyalty. This study provides useful information for Korean restaurant managers concerning food service failure and response
plans by collecting data from actual Japanese tourists visiting ethnics food restaurants. The results indicated that it is important to develop a strategy to present the distributional fairness to customers who recognize the seriousness
of the service failure to control the situation promptly. The results of this study can be utilized to establish more systematic business plans, improving customer management and firm performance.