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The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2005, 29(2), pp.383-402
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

김영화 1

1세종대학교

Accredited

ABSTRACT

This paper deals with the recovery strategy on the service failure making researches according to the service failure’s severity the effect of the recovery justice, emotion and the loyalty in the restaurant. The survey data were analyzed with covariance structure method. Findings of the research are as follows; First, the result indicates that the service failure’s severity have highly negative effects on procedural justice, interactional justice and distributional justice. Second, the result indicates that interactional justice and distributional justice have positive effects on customer’s positive emotion. Especially, distributional justice showed a significant positive effect. Finally, the result indicates that the three recovery justices and positive emotion have positive effects on the loyalty.

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