Influences of Service Recovery Justice on Word-of-Mouth Effect in the Lodging

호텔 서비스 실패에 대한 회복 공정성이 구전효과에 미치는 영향 연구

  • 최상수 (동국대학교 관광경영학부) ;
  • 이관표 (세명대학교 호텔관광학부)
  • Published : 2006.11.01

Abstract

It is quite impossible for a service firm to deliver service without failure. The main reason is that service is intangible, perishable and heterogeneous in nature. Every service firm tries its best to recover service failure with understanding that service failure affects customers' evaluation and attitude for the firm. The research finds that customers' satisfaction after recovery affects customers' intentions both service encounter satisfaction and overall firm satisfaction strongly affects positive word-of-month and purchase intentions. The results have implications to researchers and service marketing managers. For researchers, the result will be helpful for them to further develop service failure and recovery framework. For service marketing managers, the result will suggest specific guidelines for establishing service recovery strategies.

Keywords

Service Recover Justice;Word-Of-Month Effect;Lodging Industry