Cross-cultural Approach on the service recovery (서비스회복에 관한 비교문화적 접근- 항공운송서비스를 중심으로 -)

문성현; Kim ， Joung Man (김정만)

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.

KEYWORDS

Service recovery, Justice theory, Cross-cultural approach, Individualism, Collectivism, Air service

Citation status

* References for papers published after 2023 are currently being built.

[book] 정구현 / 1996 / 국제경영학 / 법문사

[thesis] 정현영 / 2000 / 서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구 / 박사 / 청주대학교

[book] 차재호 / 1995 / 세계의 문화와 조직 / 학지사

[book] Berry,Leonard L. / 1991 / Marketing Service: Competing through Quality / N.Y.: The Free Press

[journal] Donthu,Naveen / 1998 / Cultural Influences on Service Quality Expectations / Journal of Service Research 17 : 8~186

[journal] Greenberg J. / 1990 / Organizational Justice, Today, and Tomorrow / Journal of Management 16(2) : 399~432

[book] Hall,Edward T. / 1976 / The Hidden Dimension / Anchor Press.

[other] Ho, David Y. / 1994 / “Component Ideas of Individualism, Collectivism, and Social Organization”, in Kim, Uichol, Harry C. Triandis, Cigdem Kagitcibasi, Sang-chin Choi and Gene Yoon Eds., Individualism and Collectivism: Theory, Method and Applications, Thousand Oaks, CA: SAGE Publications, pp.137-156

[journal] Hoffman,Douglas K. / 1995 / Tracking Service Failures and Employee Recovery Efforts / Journal of Service Marketing 4 : 9~61

[book] Hofstede,G. / 1977 / Culture and organizations / N.Y.: McGraw- Hill

[journal] Kanousi,Argyro / 2005 / An empirical investigation of the role of culture on service recovery expectations / Managing Service Quality 15(1) : 7~99

[journal] Kelly,Scott W. / 1994 / Antecedents to Customer Expectations for Service Recovery / Journal of the Academy of Marketing Science 22(1) : 52~61

[book] Kluckhohn,F.R. / 1961 / Variations in Value Orientations / C.T.: Greenwood Press.

[journal] Lorenzoni,Natalia / 2004 / Service Recovery in the Airline Industry: A Cross-cultural comparison of the Attitude and Behaviors of British abd Italian Front-line Personnel / Managing Service Quality 14(1) : 11~25

[journal] Mattila,Anna S. / 1999 / The Role of Culture in the Service Evaluation Processes / Journal of Service Research 1(3) : 250~261

[journal] Mattila,Anna S. / 2004 / Service Recovery and Fairness Perceptions in Collectivism and Individualism Contexts / Journal of Service Research 6(4) : 336~346

[journal] Mattila,Anna S. / 2004 / The Impact of Culture on Customers’ Perceptions of Service Recovery Efforts / Journal of Retailing 80 : 196~206

[journal] MaxhamⅢ,James G. / 2001 / Service Recovery’s Influence on Consumer Satisfaction, Positive Word-of-mouth, and Purchase Intentions / Journal of Business Research 54 : 11~24

[journal] MaximⅢ,James G. / 2002 / Modeling Customer perceptions of Complaint Handling Over Time: The Effects of Perceived Justice on Satisfaction and Intent / Journal of Retailing 78 : 239~252

[journal] Miller,Janis L. / 2000 / Service Recovery: a Framework and Empirical Investigation / Journal of Operations Management 18 : 387~400

[journal] Oliver,Richard L. / 1988 / Response Determinants in Satisfaction Judgements / Journal of Consumer Research 14 : 495~507

[journal] Seiders,K. / 1998 / Service Failures: What it is and Why it matters / Academy of Management Executive 12 : 8~20

[journal] Soderlund,Magnus / 1998 / Customer Satisfaction and its Consequences on Customer Behavior Revisited / International Journal of Service Industry Management 9(2) : 169~188

[journal] Sparks,Beverley A. / 2001 / Justice Strategy Options for Increased Customer Satisfaction in a Services Recovery Setting / Journal of Business Research 54 : 209~218

[journal] Triandis,Harry C. / 1985 / Allocentric vs. Idocentric Tendencies: Convergent and Discriminant Validation / Journal of Research in Personality 19 : 395~415

[book] Triandis,Harry C. / 1994 / Major Cultural Syndromes and Emotion Emotion and Culture / American Psychological Association : 285~308

[other] Triandis,Harry C. / 1994 / Triandis, Harry C.(1994b), “Theoretical and Methodological Approaches and the Study of Collectivism and Individualism”, in Kim, Uichol, Harry C. Triandis, Cigdem Kagitcibasi, Sang-chin Choi and Gene Yoon Eds., Individualism and Collectivism: Theory, Method and Applications, Thousand Oaks, CA: SAGE Publications, 41-51

[book] Triandis,Harry C. / 1994 / Culture and Social Behavior / N.Y.: McGraw-Hill

[book] Triandis,Harry C. / 1995 / Individualism and Collectivism / Westview Press

[journal] Wong,Nancy Y / 2004 / The Role of Culture in the Perception of Service Recovery / Journal of Business Research 57 : 957~963

[book] Zemke,Ron / 1990 / The Service Edge: 101 Companied That Profit from Customer Care / N.Y.: New American Library

KJCKorea
Journal Central

Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7