본문 바로가기
  • Home

Cross-cultural Approach on the service recovery

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2008, 32(3), pp.375-396
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

문성현 1 Kim , Joung Man 2

1아시아나항공
2경희대학교

Accredited

ABSTRACT

This study proposed to examine the effects of service recovery on customer's satisfaction, re-purchase intention and positive word-of-mouth, and to examine cross-cultural differences which mainly focus on individualism- collectivism in air service industry.Results from this study suggest followings:First, the perceived recovery performance of procedural justice, distributive justice, interactional justice for service recovery significantly effects on customer's satisfaction. They also showed that the higher the satisfaction, the higher purchase intention, positive word-of-mouth.Second, in an examination of perceived recovery performance, satisfaction, behavior intentions between two cultural contexts, individual and collective consumer have no significant differences except three hypotheses.Third, the study revealed that there was significant difference between compensation and explanation, apology. In case of explanation and apology, customer's perceived recovery performance, satisfaction, behavior intention is higher than that of economic compensation.

Citation status

* References for papers published after 2022 are currently being built.