KJCKorea
Journal Central

@article{ART001087911},
author={Bae， Sang-Wook and Jun, Jae Kyoon and 전창현},
title={Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2006},
volume={30},
number={4},
pages={131-150}

TY - JOUR
AU - Bae， Sang-Wook
AU - Jun, Jae Kyoon
AU - 전창현
TI - Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan
JO - Journal of Tourism Sciences
PY - 2006
VL - 30
IS - 4
PB - The Tourism Sciences Society Of Korea
SP - 131
EP - 150
SN - 1226-0533
AB - This study analyzes the causal relationship of fairness and relational benefit perceptions with defection intentions through customer satisfaction. Using SAS and AMOS, the model is calibrated and tested through a survey of 171 hotel guests in Busan metropolitan city. Findings suggest that customer's higher fairness perceptions in service recovery enhances customer satisfaction. Also, service recovery appeared to enhance fairness and satisfaction perceptions in the hotel, leading to lower defection intentions when customers were offered tangible offerings in the favorable outcome condition. Finally, customer perceptions of higher relational benefits appeared to enhance satisfaction perceptions with the service recovery and the hotel in general.
KW -
DO -
UR -
ER -

Bae， Sang-Wook, Jun, Jae Kyoon and 전창현. (2006). Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan. Journal of Tourism Sciences, 30(4), 131-150.

Bae， Sang-Wook, Jun, Jae Kyoon and 전창현. 2006, "Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan", Journal of Tourism Sciences, vol.30, no.4 pp.131-150.

Bae， Sang-Wook, Jun, Jae Kyoon, 전창현 "Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan" Journal of Tourism Sciences 30.4 pp.131-150 (2006) : 131.

Bae， Sang-Wook, Jun, Jae Kyoon, 전창현. Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan. 2006; 30(4), 131-150.

Bae， Sang-Wook, Jun, Jae Kyoon and 전창현. "Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan" Journal of Tourism Sciences 30, no.4 (2006) : 131-150.

Bae， Sang-Wook; Jun, Jae Kyoon; 전창현. Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan. Journal of Tourism Sciences, 30(4), 131-150.

Bae， Sang-Wook; Jun, Jae Kyoon; 전창현. Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan. Journal of Tourism Sciences. 2006; 30(4) 131-150.

Bae， Sang-Wook, Jun, Jae Kyoon, 전창현. Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan. 2006; 30(4), 131-150.

Bae， Sang-Wook, Jun, Jae Kyoon and 전창현. "Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan" Journal of Tourism Sciences 30, no.4 (2006) : 131-150.