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@article{ART001088553},
author={김영화},
title={The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant},
journal={Journal of Tourism Sciences},
issn={1226-0533},
year={2005},
volume={29},
number={2},
pages={383-402}

TY - JOUR
AU - 김영화
TI - The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant
JO - Journal of Tourism Sciences
PY - 2005
VL - 29
IS - 2
PB - The Tourism Sciences Society Of Korea
SP - 383
EP - 402
SN - 1226-0533
AB - 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.
KW -
DO -
UR -
ER -

김영화. (2005). The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant. Journal of Tourism Sciences, 29(2), 383-402.

김영화. 2005, "The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant", Journal of Tourism Sciences, vol.29, no.2 pp.383-402.

김영화 "The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant" Journal of Tourism Sciences 29.2 pp.383-402 (2005) : 383.

김영화. The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant. 2005; 29(2), 383-402.

김영화. "The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant" Journal of Tourism Sciences 29, no.2 (2005) : 383-402.

김영화. The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant. Journal of Tourism Sciences, 29(2), 383-402.

김영화. The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant. Journal of Tourism Sciences. 2005; 29(2) 383-402.

김영화. The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant. 2005; 29(2), 383-402.

김영화. "The Effect of Service Failure’s Severity on the Service Recovery Justice, Emotional Response and the Loyalty in the Restaurant" Journal of Tourism Sciences 29, no.2 (2005) : 383-402.