서비스회복 수행이 서비스회복 만족, 브랜드이미지 및 충성도에 미치는 영향에 관한 연구: 이동통신사와 패밀리레스토랑을 중심으로

초록

Regarding to the service recovery, research themes are limited to fairness theory or expectation - disconfirmation theory and they are suggesting employee-oriented strategies on the recovery only. Also, researches have been processed centering on hotel or aviation service industry, so various comparative researches by industries are rare. Thus, this study aims at deducing main elements that can extract service recovery satisfactions of consumers among service recovery performances according to characteristics of industries in order to supplement such vulnerability. This study carried out an empirical analysis by utilizing RECOVSAT, multidime-nsional concept of the service recovery and researches on pre-service recovery stage was completed. In addition, the study researched the service recovery having been applied to limited industries such as mobile communication and family restaurants and examined differences closely through doing a comparative analysis on 2 industries. Regarding to managerial applications, this study found out the necessity of concentration strategies on the service recovery performance by grasping properties of the service recovery by industries together with requir-ements on analyzing seriousness and controls on the service failure before doing the service recovery performance.

키워드