레스토랑 서비스의 불만족 요인 해소 노력의 효과성에 관한 연구 = A Study on the Effective Efforts to Recover Unsatisfied Restaurant Customers

다국어 초록 (Multilingual Abstract)

This study aims to examine a variety of methods to reduce the factors that customers feel dissatisfied with the service of catering companies and how much they could have an effect on the change of customers' attitudes.
The various methods for recovering such customers' discontent were classified into three factors: compensation, improvement of employees' ability to manage, and handling of complaints.
And the change of customers' attitudes was measured by the factors of customers' royalty, trust, and continued relationships. Analysis showed that each factor of the methods for recovering gave a positive effect on the change of customers' attitudes. Especially, it was revealed that communication between employees and customers were very important.
That is, employees' ability to manage proved most important to resume the relationships with unsatisfied customers. Also, to solve the problem of customers' complaints, physical compensation and visible amends for inconvenience turned out to be significant to change the customers' attitudes.