Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Impacts of Service Failures Existing in the Travel Chain on the Cognitive, Emotional and Behavioral Responses of Disabled Tourists: From an Embodiment Perspective
- Journal of Tourism Sciences
- Abbr : JTS
- 2017, 41(10), pp.27-49
- DOI : 10.17086/JTS.2017.41.10.27.49
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
LEE YOU-HA 1, LEE, BONGKOO 1
1동의대학교
Excellent Accredited
ABSTRACT
This study examined the impacts of service failures existing in the travel chain on the cognitive, emotional and behavioral responses of disabled tourists using the principles of affective events theory. It also examined the differences among these impacts from the embodiment perspective. A total of 298 questionnaires were collected from carefully selected samples. After removing 9 incomplete ones, 289 questionnaires were used for the final data analysis. The major findings were as follows: 1) Service failure had a significant positive impact on the cognitive evaluation of disabled tourists according to the degree of their basic unmet needs. 2) Service failure did not have a significant impact on the negative emotions of disabled tourists, but their cognitive evaluation did. 3) The negative emotions of disabled tourists had a significant impact on their complaint behaviors, but had no impact on cognitive evaluation. 4) The group that was divided according to their embodied conditions did not show any significant differences in relationships among service failure and their following responses. The theoretical, practical and future implications of theses results were then discussed. Finally, future directions for further research are suggested.
Statistics
-
545 Viewed
-
156 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김성호
/ 2007
/
A Study on effective Recovery Strategies in Compensatory, Action-Oriented, and Psychological Aspect:Focusing on Intimacy
/ 마케팅연구
/ 한국마케팅학회
22(1)
: 121~140
[journal]
김영국
/ 2015
/
The Effect of Types of Service Recovery and Chronic Regulatory Focus on Customer Affective Reaction and Word of Mouth: The Case of the University and Graduate Students
/ 관광학연구
/ 한국관광학회
39(8)
: 29~46
[journal]
나용근
/ 2015
/
The effect of Travel Agent Employees' Emotional Intelligence on Service Recovery Efforts in Service Failure Situation - Focused on Mediating Effect of Customer Orientation -
/ 관광연구
/ 대한관광경영학회
30(2)
: 249~273
[journal]
나윤서
/ 2013
/
The effect of emotional intelligence of airline and hotel service providers on their service recovery efforts: The mediating role of self-leadership and service-orientation
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
22(4)
: 235~259
[journal]
박진우
/ 2012
/
A Study on Relations between Customer Complaint Behavior Intention, Dissatisfaction by the Service Delivery Process Failure
/ 외식경영연구
/ 한국외식경영학회
15(3)
: 57~79
[book]
배병렬
/ 2011
/ Amos 19. 구조방정식 모델링 : 원리와 실제
/ 청람
[journal]
이봉구
/ 2008
/
Influences of Travel Constraints on the Disabled People's Intension to Travel: An Application of Seligman's Helplessness Theory
/ 관광학연구
/ 한국관광학회
32(2)
: 39~59
[journal]
이영란
/ 2011
/
Impact on Behavior Intentions of Food Service Recovery Justice Perception: Testing for Moderating Effects of Switching Barriers with Structural Equations
/ 관광학연구
/ 한국관광학회
35(8)
: 163~182
[journal]
이유재
/ 2005
/
Antecedents and Consequences of Negative Consumption Emotion: Focused on the Regret and Disappointment
/ 소비자학연구
/ 한국소비자학회
16(4)
: 103~128
[journal]
이유하
/ 2016
/
An Analysis of Relationships among the Stage of Travel Chain, Disability Type, and Service Failures: Based on Correspondence Analysis
/ 관광학연구
/ 한국관광학회
40(10)
: 115~136
[journal]
이훈
/ 2010
/
Comparative Analysis of Tourism Constraints and Satisfaction According to the Types of Disability and Stages of Tourism Activities
/ 지체.중복.건강장애연구
/ 한국지체.중복.건강장애교육학회
53(1)
: 263~287
[journal]
인성호
/ 2016
/
The Effects of Positive Psychological Capital on Their Service Recovery, Service Quality and the Customer Relationship Quality in Food Service Industry
/ 관광연구저널
/ 한국관광연구학회
30(2)
: 63~76
[journal]
전우혁
/ 2010
/
A Study on The Effects of The Service Failure, Service Recovery Fairness, Customer Satisfaction and Customer Loyalty in The Hotel Service Encounter
/ 관광레저연구
/ (사)한국관광레저학회
22(2)
: 207~224
[journal]
조주은
/ 2013
/
The influence of the Severity·Controllability in the context of Service Failure on Recovery Justice, Service Value and Loyalty
/ 관광연구
/ 대한관광경영학회
28(2)
: 287~303
[journal]
최정자
/ 2013
/
The Effects of Service Recovery Efforts with Cruise Service Failure on Customer Satisfaction: A Comparative Analysis of Justice and Exchange Theories
/ 관광학연구
/ 한국관광학회
37(3)
: 309~324
[journal]
Anderson, J
/ 1988
/ Structural equation modeling in practice : A review and recommended two-step approach
/ Psychological Bulletin
103(3)
: 411~423
[journal]
Bailey, D
/ 1994
/ Recovery from customer service shortfalls
/ Managing Service Quality
4(6)
: 25~28
[book]
Bateson, J
/ 1999
/ Managing service marketing
/ The Dryden Press
[journal]
Bitner, M
/ 1990
/ Evaluating service encounters : The effects of physical surroundings and employee responses
/ Journal of Marketing
54(2)
: 69~82
[journal]
Bitner, M
/ 1990
/ The service encounter : Diagnosing favorable and unfavorable incidents
/ Journal of Marketing
54(1)
: 71~84
[journal]
Bowen, D
/ 1999
/ Internal service recovery : Developing a new construct
/ International Journal of Service Industry Management
10(2)
: 118~131
[book]
Caplan, G
/ 1974
/ Support systems and community mental health : Lectures on concept development
/ Behavioral Publications
[journal]
Chou, P
/ 2015
/ An analysis of the relationship between service failure, service recovery and loyalty for low cost carrier travellers
/ Journal of Air Transport Management
47
: 119~126
[journal]
Cohen, E
/ 2012
/ Current sociological theories and issues in tourism
/ Annals of Tourism Research
39(4)
: 2177~2202
[journal]
Colgate, M
/ 2001
/ Developing a comprehensive picture of service failure
/ International Journal of Service Industry Management
12(3)
: 215~233
[book]
Day, R
/ 1977
/ Consumer and industrial buying behaviour
/ North Holland Publishing Company
[journal]
Eichhorn, V
/ 2008
/ Enabling access to tourism through information schemes?
/ Annals of Tourism Research
35(1)
: 189~210
[journal]
Ellsworth, P
/ 1988
/ From appraisal to emotion : Differences among unpleasant feelings
/ Motivation and Emotion
12(3)
: 271~302
[journal]
Frijda, N
/ 1993
/ The place of appraisal in emotion
/ Cognition & Emotion
7(3)
: 357~387
[journal]
Fu, H
/ 2015
/ Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality
/ International Journal of Hospitality Management
46
: 55~64
[book]
Heise, D
/ 1979
/ Understanding events : Affect and the construction of social action
/ Cambridge University Press
[book]
Hirschman, A
/ 1970
/ Exit, voice and loyalty : Responses to decline in firms, organizations and states
/ Harvard University Press
[journal]
Hoffman, K
/ 1995
/ Tracking service failures and employee recovery efforts
/ Journal of Service Marketing
9(2)
: 49~61
[journal]
Hui, M
/ 1991
/ Perceived control and the effects of crowding and consumer choice on the service experience
/ The Journal of Consumer Research
18(2)
: 174~184
[journal]
Israeli, A
/ 2002
/ A preliminary investigation of the importance of site accessibility factors for disabled tourists
/ Journal of Travel Research
41(1)
: 101~104
[journal]
Jacoby, J
/ 1981
/ The sources, meaning and validity of consumer complaint behavior : A psychological analysis
/ Journal of Retailing
57(3)
: 4~24
[journal]
Keaveney, S
/ 1995
/ Customer switching behavior in service industries: An exploratory study
/ Journal of Marketing
59(2)
: 71~82
[journal]
Kim, S
/ 2011
/ The voice of tourists with mobility disabilities : Insights from online customer complaint websites
/ International Journal of Contemporary Hospitality Management
24(3)
: 451~476
[journal]
Kim, W
/ 2009
/ Customers’ cognitive, emotional, and actionable response to the servicescape : A test of the moderating effect of the restaurant type
/ International Journal of Hospitality Management
28(1)
: 144~156
[journal]
Kwon, S
/ 2012
/ Effects of compensation for service recovery : From the equity theory perspective
/ International Journal of Hospitality Management
31(4)
: 1235~1243
[journal]
Lam, T
/ 2003
/ Recognizing customer complaint behavior : The case of Hong Kong hotel restaurants
/ Journal of Travel and Tourism Marketing
14(1)
: 69~86
[book]
Lazarus, R
/ 1991
/ Emotion and adaptation
/ Oxford University Press
[journal]
Lewis, B
/ 2001
/ Service failure and recovery in UK theme parks : The employees’ perspective
/ International Journal of Contemporary Hospitality Management
13(4)
: 166~175
[journal]
Li, M
/ 2016
/ The Chinese way of response to hospitality service failure: The effects of face and guanxi
/ International Journal of Hospitality Management
57
: 18~29
[journal]
Markus, H
/ 1987
/ The dynamic self-concept : A social psychological perspective
/ Annual Review of Psychology
38(1)
: 299~337
[journal]
Maslow, A
/ 1943
/ A theory of human motivation
/ Psychological Review
50(4)
: 370~396
[journal]
Parasuraman, A
/ 1994
/ Reassessment of expectations as a comparison standard in measuring service quality : Implications for further research
/ Journal of Marketing
58(1)
: 111~124
[journal]
Patterson, P
/ 2009
/ Customer rage : Triggers, tipping points and take-outs
/ California Management Review
52(1)
: 6~28
[book]
Proshansky, H
/ 1970
/ Environmental psychology: Man and his physical setting
/ Holt, Rinehart and Winston
: 173~183
[journal]
Ray, N
/ 2003
/ ‘Ebilities’ tourism : An exploratory discussion of the travel needs and motivations of the mobility disabled
/ Tourism Management
24(1)
: 57~72
[journal]
Rogers, J
/ 1992
/ Personal values and purchase dissatisfaction response. Journal of Consumer Satisfaction
/ Dissatisfaction and Complaining Behavior
5
: 81~92
[book]
Rosenberg, M
/ 1965
/ Society and the adolescent self-image
/ Princeton University Press
[journal]
Sánchez-García, I
/ 2011
/ Effects of dissatisfaction in tourist services : The role of anger and regret
/ Tourism Management
32
: 1397~1406
[journal]
Schneider, B
/ 1999
/ Understanding customer delight and outrage
/ MIT Slogan Management Review
41(1)
: 35~45
[journal]
Seiders, K
/ 1998
/ Service fairness : What it is and why it matters
/ The Academy of Management Executive
12(2)
: 8~20
[book]
Shakespeare, T
/ 2001
/ Exploring theories and expanding methodologies, Vol. 2
/ JAI Press
: 9~28
[journal]
Shaw, G
/ 2004
/ Disability, holiday making and the tourism industry in the U. K. : A preliminary survey
/ Tourism Management
25
: 397~403
[journal]
Singh, J
/ 1988
/ Consumer complaint intentions and behavior : Definitional and taxonomical issues
/ Journal of Marketing
52(1)
: 93~107
[journal]
Sirgy, M
/ 1982
/ Self-concept in consumer behavior : A critical review
/ Journal of Consumer Research
9(3)
: 287~
[book]
Small, J
/ 2010
/ Tourism and inequality: Problems and perspectives
/ CABI
: 1~20
[journal]
Smith, A
/ 2002
/ The effect of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgements
/ Journal of the Academy of Marketing Science
30(1)
: 5~23
[journal]
Smith, A
/ 1999
/ A model of customer satisfaction with service encounters involving failure and recovery
/ Journal of Marketing Research
36(3)
: 356~372
[journal]
Surachartkumtonkun, J
/ 2013
/ Customer rage back-story : Linking needs-based cognitive appraisal to service failure type
/ Journal of Retailing
89(1)
: 72~87
[journal]
Turco, D
/ 1998
/ Tourism constraints for people with disabilities
/ Parks and Recreations
33(9)
: 78~84
[book]
Urry, J
/ 2002
/ The tourist gaze
/ Sage
[book]
Veal, A
/ 1997
/ Research methods for leisure and tourism : A practical guide
/ Financial Times-Prentice Hall
[journal]
Weiss, H
/ 1996
/ Affective events theory : A theoretical discussion of the structure causes and consequences of affective experiences at work
/ Research in Organizational Behavior
18
: 1~74
[journal]
White, R
/ 1959
/ Motivation reconsidered : The concept of competence
/ Psychological Review
66
: 297~333
[journal]
Zeelenberg, M
/ 2004
/ Beyond valence in customer dissatisfaction : A review and new findings on behavioral responses to regret and disappointment in failed services
/ Journal of Business Research
57
: 445~455
This paper was written with support from the National Research Foundation of Korea.