레스토랑 고객이 경험한 서비스 실패에 따른 불만족, 부정적 구전, 전환의도, 회복만족 분석: 성별 연령별 차이분석을 중심으로 (Investigating Restaurant Patrons' Dissatisfaction, Negative Word of Mouth, Switching Intention, and Recovery Satisfaction Derived from Service Failue: Gender and Age Difference)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 28권 / 12호 / 99 ~ 119페이지
· 저자명 : 유종식, 이애주, 한희섭

초록

The research identifies service failures in restaurants that lead to consumer dissatisfaction, negative word of mouth, switching intention, and recovery satisfaction; further, the differences are analyzed by age and gender. This research was conducted among customers with experience of restaurant service failures over the last year. The customer survey was conducted in the areas of Seoul and Gyeonggi-do that have a high concentration of restaurants. Using SPSS22, we conducted frequency analyses, reliability analyses, correlation analyses, and regression analyses; in addition, we used ANOVA to verify the differences by age and gender groups. The research findings demonstrate that service failures in the restaurant industry will have varying degrees of negative influence for different age and gender groups. Based on the findings, we discuss the theoretical and practical implications in the Conclusion.

영어초록

The research identifies service failures in restaurants that lead to consumer dissatisfaction, negative word of mouth, switching intention, and recovery satisfaction; further, the differences are analyzed by age and gender. This research was conducted among customers with experience of restaurant service failures over the last year. The customer survey was conducted in the areas of Seoul and Gyeonggi-do that have a high concentration of restaurants. Using SPSS22, we conducted frequency analyses, reliability analyses, correlation analyses, and regression analyses; in addition, we used ANOVA to verify the differences by age and gender groups. The research findings demonstrate that service failures in the restaurant industry will have varying degrees of negative influence for different age and gender groups. Based on the findings, we discuss the theoretical and practical implications in the Conclusion.

참고자료

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