국제경영 : 서비스복구가 관계성과에 미치는 영향에서 지각 공정성의 조절효과에 관한 韓日中비교 연구; 호텔, 여행사 중심으로 = International Management : On the moderating effect of perceived justice in the effect of service recovery on relational performance in Korea, Japan, and China

다국어 초록 (Multilingual Abstract)

In business transactions, existing marketing studies lacked analysis on the moderating effect of perceived justice in the effect of service recovery on relational performance. Especially, as cross-national transactions increase, the necessity of in-depth research emerged on international business relationships. The present study empirically tested hypotheses delineated from a proposed model of service recovery-perceived justice-performance of business services. Empirical data was collected from hotels and travel agencies in Korea, Japan and China. The structural equation analysis confirmed that moderating effect of perceived justice had shown significant differences on dissatisfaction level and cooperation directionality which had positive impact on relational performances. Also, the analysis found that there exist similarities in the moderating effect in Korea and China. However, the significant moderating effect of perceived justice was not found in Japan. Therefore further research is needed for justification. This study contributed to the B2B marketing area by examining moderating effect of perceived justice in the service recovery.