지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2014.5
- 수록면
- 352 - 369 (18page)
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초록· 키워드
오류제보하기
Since service recovery strategies play a vital role in the restaurant industry, this study examines which type of service recovery strategy is most effective for a given type of service failure. Specifically, the purposes of this study are (1) to investigate the relative importance of solving various types of service failures, (2) to classify appropriate service recovery actions for a given service failure, and (3) to identify the relationship between expenditure level and types of service recovery actions in two types of service failures (i.e., service-related and food-related service failures). Two pre-tests and a primary study were conducted, and the results showed that customers’ perception of the effectiveness of service recovery actions (i.e., price discount, complimentary food, apology) differ according to types of service failures and customers’ expenditure level (i.e., high and low) on eating out.
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UCI(KEPA) : I410-ECN-0101-2018-326-002144989