서비스 공정성이 고객 감정, 고객 만족도 및 고객 시민행동과 고객 불량행동에 미치는 영향 연구 -패밀리 레스토랑을 중심으로- = A Study on the influence service justice on customer emotion, customer satisfaction and customer citizenship behavior and customer bad behavior -focused on family restaurant-

다국어 초록 (Multilingual Abstract)

Recently been spotlighted as the food industry started a family restaurant academic approach to the market fell short of its development as a family restaurant dining restaurant research is urgently required. This study focused on not only making sure of theory also doing scientific research. Through this study the way to invite service justice, customer citizenship behavior and manage customer bad behavior. It is expected to reveal the effect of customer emotion, customer satisfaction on customer citizenship behavior and customer bad behavior. The survey is for 1000 respondents live in Seoul, Gyeonggi and Gyengnam areas. 798 questionnaires are returned out of 1000 questionnaires. And 19 questionnaires are skipped reason for lacked and bad answerers. Thus, the questionnaire was obtained from the 780 respondents who faithfully wealth of data analysis using structural equation model was used for final data.

참고문헌 (Reference)

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