서비스회복이 항공사 고객의 감정반응과 행동의도에 미치는 영향 = Effects of Service Recovery Conducted by Airline Company on Customer`s Affective Reaction and Behavioral Intention

다국어 초록 (Multilingual Abstract)

Using a sample of 232 airline service customers, we examined the effect of service recovery conducted by airline company on customer`s affective reaction and behavioral intention. In this study, 4 hypotheses based on literature reviews were employed. The data and hypotheses were examined using structural equation modeling(SEM). Firstly, our findings indicated that tangible compensation has an effect on positive emotion but not on negative emotion. However, intangible compensation has an effect on both positive and negative emotion. Secondly, only positive emotion has influence on recovery satisfaction. Lastly, recovery satisfaction has strong influence on behavioral intention. Thus, airline managers should focus on how positive emotion can be sustained and negative emotion be converted into positive ways. The contribution and limitations of this research were discussed and the future possible researches were mentioned.

참고문헌 (Reference)

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