레스토랑에서의 서비스 실패 정도가 회복 공정성, 긍정 감정, 재방문 의도에 미치는 영향 -한국 고객과 미국 고객 비교를 중심으로-
(주)코리아스칼라
- 최초 등록일
- 2016.04.01
- 최종 저작일
- 2011.09
- 11페이지/ 어도비 PDF
- 가격 4,200원
* 본 문서는 배포용으로 복사 및 편집이 불가합니다.
서지정보
ㆍ발행기관 : 한국식품영양학회
ㆍ수록지정보 : 한국식품영양학회지 / 24권 / 3호
ㆍ저자명 : 류혜숙
영어 초록
The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer`s perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.
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