공정성차원, 회복만족, 전반적 만족과 전환의도 간의 구조적 관계에 관한 연구: 귀인속성과 전환비용의 조절효과를 중심으로 = A Study on the Structural Relationship between Recovery Justice Dimensions, Recovery Satisfaction, Overall Satisfaction and Switching Intention: The Moderating Role of Attributional Dimensions and Switching Costs

다국어 초록 (Multilingual Abstract)

The purpose of this study is to test the structural relationship between recovery justice dimensions, recovery satisfaction, overall satisfaction and switching intention for family restaurant users who have experienced service failure and recovery, and also to verify the moderating effect of attributes in the relationship between recovery justice dimensions and recovery satisfaction, and to test the moderating effect of switching costs in the relationship between recovery satisfaction and switching intention.
In order to collect data, an online survey was conducted on customers who experienced service failure and recovery while using a family restaurant. Prior to this survey, a preliminary survey was conducted on university students. For the final analysis, 435 questionnaires were used. In addition, reliability and exploratory and confirmatory factor analysis were conducted as basic analysis.
The findings of this study revealed that distributional, procedural and interactional justice except informal justice have a positive relationship with recovery satisfaction, recovery satisfaction has a positive effect on overall satisfaction, and recovery satisfaction and overall satisfaction had a negative effect on switching intention. And among the attributes, locus has a moderating effect in the distributional justice-recovery satisfaction and interactional justice-recovery satisfaction relationship, and stability and controllability have a moderating role in the relationship between interactional justice and recovery satisfaction, and switching costs also have a moderating effect on the recovery satisfaction and switching intention relationship.