An Analysis of the Effect of Complaint Handling on Service Recovery and the Perceived Justice of Hotel Restaurant Customers

Chae Sin Suk

The purpose of this research is to investigate the effects of various organizational responses to distributional, procedural, and interactional complaints including the perceived justice of the complainants, In particular, this research will identify whether such complaint satisfaction has a positive influence on service recovery and perceived justice as they are indicated through repatronage and word of mouth intent. For empirical analysis, a questionnaire survey was applied to a total 300 customers who experienced satisfactory complaint resolution from super deluxe hotels in Seoul in the past one year. The model was tested using SPSS 12.0 and LISREL 8.72. Among the sample of 276 surveys, 92% were found to be usable response. The results of empirical analysis show that: 1) Three dimension of organizational justice have a significant effect on complaint resolution satisfaction. 2) Complaint resolution satisfaction has a significant effect on the repatronage and word of mouth intent.

Citation status

KCI Citation Counts (12)
열림/닫힘 버튼
REFERENCES (44)
열림/닫힘 버튼
* 2022년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

[journal] 강병서 / 2004 / Analysis of Effective Complaint Handling Process: Using Causal Effect and Moderating Effect / 경영학연구 / 한국경영학회 33(5) : 1489~1521

[journal] 곽원섭 / 2001 / 서비스회복 경험에 대한 고객만족의 선행요인과 결과의 관계 / 한국심리학회지 14(1) : 115~126

[journal] 김근우 / 2006 / Justice Perception and Organization Effectiveness of Hotel Employees / 관광학연구 30(1) : 171~191

[journal] 김용한 / 2005 / The Effects of Perceived Justice on Store Loyalty in the Department Stores Service Recovery / 유통연구 10(3) : 59~86

[journal] 김천서 / 2004 / Relationships between Service Recovery Fairness, Trust, and Behavioral Intention among Family Restaurant Customers / 관광ㆍ레저연구 16(3) : 267~286

[book] 배병렬 / 2005 / LISREL 구조방정식 모델-이해와 활용 / 청람

[journal] 신동식 / 2006 / The Effects of the Service Recovery Justice on Customer Satisfaction, Trust and the Intention to Reuse in the Family Restaurant : Focused on Life Style / 서비스경영학회지 / 한국서비스경영학회 7(4) : 29~57

[journal] 신현호 / 2004 / Customer Satisfaction After Service Failure and Recovery: Application of the Expectancy-Disconfirmation Paradigm / 관광학연구 / 한국관광학회 27(4) : 127~145

[journal] 안성근 / 2008 / A Study on Customer Responses of Complaint Handling in the Hotels Restaurant: Focused on Perceived Service Justice / 외식경영연구 11(1) : 201~221

[journal] 여운승 / 2008 / 관계마케팅의 기원과 발전과정 및 미래 / 경제연구 29(1) : 33~65

[journal] 하세나 / 2008 / A Study on Antecedents and Consequences of Franchise System Fairness / 유통연구 / 한국유통학회 13(1) : 35~60

[journal] Baggozzi, R. P. / 1998 / On the Evaluation of Structural Equation Models / Journal of the Academy of Marketing Science 16(1) : 74~94

[journal] Bitner, M. J. / 1990 / The Service Encounter: Diagnosing Favorable and Unfavorable Incidents / Journal of Marketing 54 : 71~84

[journal] Blodgett, J. G. / 2000 / Bayesian Network Model of the Consumer Complaint Process / Journal of Service Research 2(4) : 321~338

[journal] Blodgett, J. G. / 1995 / The Effects of Customer Service on Consumer Complaining Behavior / Journal of Services Marketing 9(4) : 31~42

[journal] Blodgett, J. G. / 1997 / The Effect of Distributive, Procedural, and Interactional Justice on Post-complaint Behavior / Journal of Retailing 73(2) : 185~210

[journal] Cronin, J. J. Jr. / 1994 / SERVPERF versus SERVQUAL: Reconciling Performance based and Perceptions-Minus-Expections Measurement of Service Quality / Journal of Marketing 58(1) : 125~131

[journal] Davidow, M. / 2000 / The Bottom Impact of Organizational Responses to Customer Complaints / Journal of Hospitality of Tourism Research 24(4) : 473~490

[journal] Davidow, M. / 2003 / Organizational Responses to Customer Complaints: What Work and What doesn’t / Journal of Service Research 5(3) : 225~250

[journal] Eccles, G. / 1998 / Complaining Customers, Service Recovery and Continuous Improvement / Management Service Quality 8(1) : 68~71

[journal] Fornell, C. / 1981 / Evaluating Structural Equation Models with Unobservable Variables and Measurement Error / Journal of Marketing Research 18 : 39~50

[journal] Goodwin, C. / 1992 / Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions / Journal of Business Research 25(2) : 149~163

[journal] Greenberg, J. / 1990 / Organizational Justice: Yesterday, Today and Tomorrow / Journal of Management 16(2) : 399~432

[journal] Greenberg, J. / 1990 / The Interpersonal Aspects of Procedural Justice : A New Perspective in Pay Fairness / Labor Law Journal 41(3) : 580~585

[journal] Heide, J. B. / 1992 / Do Norm Matter in Marketing Relationships / Journal of Marketing 56 : 32~44

[book] Johnston, R. / 1995 / Service Failures and Recovery : Impact Attitudes and Process in Advance in Service. Marketing and Management / JAI Press : 211~228

[journal] Johnston, T. C. / 1997 / Fixing service Failures / Industrial Marketing Management 26(5) : 467~473

[journal] Karatepe, O. M. / 2006 / Customer Complaints and Organizational Responses: the Effects of Complaints’ Perceptions of Justice on Satisfaction and Loyalty / Hospitality Management 25(1) : 69~90

[journal] Karatepe, O. M. / 2004 / The Effect of Organizational Response to Complaints on Satisfaction and Loyalty: a Study of Hotel Guests in Northern Cyprus / Managing Service Quality 14(6) : 476~486

[journal] Levesque, T. / 2000 / Service Problem and Recovery Strategies: an Experiment / Canadian Journal of Administrative Science 17(1) : 20~37

[book] Leventhal, G. S. / 1980 / Beyond Fairness: A Theory of Allocation Preferences in Justice and Social Interaction / Springer-Verlag : 167~218

[journal] Lewis, B. R. / 2004 / Service Failure abd Recovery: Evidence from the Hotel Industry / International Journal of Contemporary Hospitality Management 16(1) : 6~17

[journal] Mattila, S. A. / 2001 / The Effectiveness of Service Recovery in a Multi-Industry Setting / Journal of Service Marketing 15(7) : 583~596

[journal] Maxham, J. G. / 2002 / Modeling Customer Perceptions of Complaint Handling Over time: The Effects of Perceived Justice on Satisfaction and Intent / Journal of Retailing 78(4) : 239~252

[journal] McCollough, M. A. / 2000 / An Empirical Investigation of Customer Satisfaction after Service failure and Recovery / Journal of Service Research 3(2) : 121~137

[journal] Smith, K. A. / 1998 / An Experimental Investigation of Customer Reaction to Service Failure and recovery Encounters: Paradox or Peril / Journal of Service Research 1 : 65~81

[journal] Smith, K. A. / 1999 / A Model of Customer Satisfaction with Service Encounter Involving Failure and Recovery / Journal of marketing Research 36 : 356~372

[journal] Smith, K. A. / 2002 / The Effect of Customers’ Emotional Responses to Service Failure on Their Recovery Effort Evaluation and Satisfaction Judgements / Journal of Academy of Marketing Science 30(1) : 5~23

[journal] Sparks, B. A. / 2001 / Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting / Journal of Business Research 54(3) : 209~218

[journal] Spreng, R. A. / 1995 / Service Recovery: Impact of Satisfaction and Intention / Journal of Service Marketing 9(1) : 15~23

[journal] Swanson, S. R. / 2001 / Service Recovery Attributions and Word-of-Mouth Intentions / European Journal of Marketing 35(1) : 194~211

[journal] Tax, S. S. / 1998 / Recovering and Learning from Service Failure / Sloan Management Review 40 : 75~88

[journal] Tax, S. S. / 1998 / Customer Evaluation of Service Complaint Experiences: Implications for Relationship Marketing / Journal of Marketing 62 : 60~76

[book] Zemke, R. / 1990 / Service Recovery: Doing It Right the Second Time / Training : 42~48

이 논문은 한국연구재단의 지원을 받아 작성되었습니다.

KJC Korea
Journal Central

Statistics

Tools

Sharing

Issue List

Citation status