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A Study on Severity of Service Failure and the Perceived Justice in Service Recovery- Focused on Mediating Role of Servicescape

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2006, 30(5), pp.219-240
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

SUH,MUNSHIK 1 오창호 2

1부산대학교
2김해대학 관관경영과

Accredited

ABSTRACT

The study investigates how customers' perceived justice in recovery (outcome, procedure, and interaction) after service failure severity affects: satisfactions (service encounter satisfaction, overall firm satisfaction) and behavioral intentions.

KEYWORDS

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Citation status

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