Effects of Personal Value Attitude on the Forgiveness of Service Failures in a Restaurant Context

개인의 가치성향이 레스토랑 서비스실패의 허용수준에 미치는 영향

  • 정현영 (세명대학교 호텔관광학부)
  • Published : 2008.06.28


The research was executed to find out that customers' dissatisfaction level caused from service failure could be increased or decreased by personal value attitude for a event. With the empirical study the research found fate or destiny oriented individuals are more likely to forgive for the service failures than face value oriented ones. The findings will be helpful to increase customers satisfaction levels after customers experienced service failures if a service firm can manage individuals' personal values.


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