창업기업의 서비스 회복전략에 관한 연구 -창업 3년 이내의 외식기업을 대상으로 = A Study on Service recovery strategy of star t-up company

다국어 초록 (Multilingual Abstract)

Korean start-up company is showing a phenomenon of slowdown of growth from higher competitions. Customers are also willing to fulfill their high-quality desires as the market is rapidly changing. From intensive competing environment, it is most important to effectively recover the service failure in order to keep maintain fixed-customers. Therefore this paper introduces the division of procedure, interrelationship and distribution of official regulation, perceived from hotel service industry and how each regulation affects customers` satisfaction and loyalties. It is found that customer-perceived regulations have clear effect on customer satisfaction and loyalty. Therefore positive and impartial recovery experience should be provided to customers. At the same time, because it is verified to have little difference in approaching method for male and female customers, there should be another investigation on this part of field in succession.

참고문헌 (Reference)

1 하헌국, "호텔기업에서 가치에 의거한 교육훈련이 직무만족에 미치는 영향에 관한 연구" 13 (13): 2001

2 박혜원, "호텔교육훈련의 성과에 영향을 미치는 요인-서울시내 특1급 호텔을 중심으로" 6 (6): 154-165, 2004

3 박한나, "외식업체의 교육훈련과 근무동기 유발의 상관관계에 관한 연구" 15 : 231-260, 2001

4 정현영, "서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구" 청주대학교 대학원 2000

5 김용한, "서비스 회복과정의 지각된 공정성이 점포애호도에 미치는 영향에 관한 연구 : 백화점을 중심으로" 인하대학교 대학원 2004

6 구정대, "변혁적 리더십과 거래적 리더십이 호텔종사자의 자긍심과 조직몰입에 미치는 영향" (사)한국관광레저학회 17 (17): 45-60, 2005

7 조영신, "공정성 지각을 통한 항공사 서비스 실패의 회복 후 만족과 전환의도에 관한 연구" 동국대학교 대학원 2007

8 Alexander, S., "The role of procedural and distributive justice in organizational behavior" 1 : 117-198, 1987

9 Mattila, S. Anna, "The effectiveness of service recovery in a multi-industry setting" 15 (15): 584-, 2001

10 Hart C. W. L., "The Profitable Art of Service Recovery" 68 : 148-156, 1990

11 Parasuraman A., "The Nature and Determinants of Customer Expectations of Service" 21 (21): 1-12, 1993

12 Blodgett, J. G., "The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions" 69 : 399-427, 1993

13 Blodgett, J. G., "The Effects of Distributive, Procedural, and Interactional Justice on Post Complaint Behavior" 73 : 185-210, 1997

14 Mattila, S. Anna, "The Effectiveness of Service Recovery in a Multi-Industry Setting" 15 (15): 583-596, 2001

15 Morgan M.R., "The Commitment-Trust Theory of Relationship Marketing" 58 : 20-38, 1994

16 Zemke R., "Service recovery: Doing It Right The Second Time" 42-48, 1990

17 Zemke R., "Service breakdown: The Road to Recovery" 32-35, 1987

18 Schweikart S. B., "Service Recovery in Health Service Organization" 38 (38): 3-21, 1993

19 Kelly S.W., "Service Recovery Attributions and Word-of-Mouth Intentions" 35 (35): 194-211, 2001

20 Weun, Seung Goog, "Service Failure and Service Recovery: Impacts on New Customer Relationship" Alabama University 1997

21 Goodwin C., "Salient Dimensions of Perceived Fairness in Resolution of Service Complaints" 2 : 87-92, 1989

22 Crosby A. L., "Relationship Quality in Services Selling: An Interpersonal Influence Perspective" 54 : 68-81, 1990

23 Tax, S.S., "Recovering and Learning from Service Failures" 40 : 75-89, 1998

24 Sheppard, B.H., "Organizational Justice: The Search for Faimess in the Workplace" Lexinton Books 1992

25 Bloemer J., "On the Relationship between Store Image, Store Satisfaction and Loyalty" 32 (32): 499-513, 1998

26 MaxhamⅢ, "Modeling Customer Perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent" 78 : 239-252, 2002

27 Johnston T.C., "Fixing service failures" 26 : 467-473, 1997

28 Chiou Jyh-Shen, "Does Customer Knowledge Affect How Loyalty Is Formed" 5 (5): 113-124, 2002

29 Sewell C., "Customers for Life: How to Turn That One-Time Buyer into`a Lifetime Customer" Pocket Books 1990

30 Tax, S. S., "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing" 62 : 60-76, 1998

31 Smith, A.K., "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery" 36 (36): 359-369, 1999