호텔 식음료 서비스 회복이 고객 만족 및 기업 만족에 미치는 영향에 관한 연구: 특급 호텔 회복 수단 중심으로 = Influence of Restoration of Dining Service in Hotels on Satisfaction of Clients and Companies -Focused on Restoration Methods of Five-star Hotels-

다국어 초록 (Multilingual Abstract)

As service restoration is based on service failure, the study was conducted under the assumption that there was an initial service failure and a subsequent effort to restore the service. Also, the model of the study was established by previous studies and hypotheses that were created in order to validate the goal of the study. To test the hypotheses, data were collected through distributed questionnaires and were analyzed by the SPSS WIN10.0 statistical system for empirical investigation and reliability analysis. According to the results, The findings of this study are as follows. First, fairness of result, process and correlation all had a positive influence on the satisfaction with the service. Second, the satisfaction of service had a positive influence on the satisfaction of the companies. The conclusion of the study is represented by the general opinion that states that the influence of the process and result of restoration on the satisfaction of clients and companies were validated through the empirical investigation.

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