융합정보논문지 (Journal of Convergence for Information Technology)

중소기업융합학회 (Convergence Society for SMB)
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특급호텔 고객의 서비스 공정성 인식이 고객만족과 관계품질에 미치는 영향 -서울지역 특1등급 호텔 중심으로-

Effects of Customers' Perceived Service Justice in Membership Discount on Customer's Satisfaction and Relationship Quality in Deluxe Hotel

  • 박정준 (남부대학교 호텔조리학과)
  • 투고 : 2018.01.20
  • 심사 : 2018.02.20
  • 발행 : 2018.02.28
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초록

본 연구는 대 고객 서비스 관점에서 호텔종사원들의 호텔서비스 고객에게 적절하게 전달함으로서 고객이 느끼는 서비스공정성이 서비스 대상기업으로부터 지속적 관계를 유지하고 그 고객이 고객 만족을 얼마나 느끼는지 연구결과를 분석하는 연구이다. 고객이 만족하는 관점에서 서비스공정성, 제공의 공정성, 과정의 공정성, 인식의 공정성, 신뢰가 고객의 관계품질과 고객만족에 유의한 결과로 나타났다. 서울지역 특급호텔 250명 고객에게 데이터를 수집하여 분석하였다. 그리고 가설7개는 적절한 연구모델을 나타내고 있다. 이 연구는 호텔서비스 경영자에게 강력한 종사원에게 신뢰 위임 활용이 필요하며 고객관계를 형성하고 고객만족에 다양한 신뢰가 필요하다.

This paper examines the critical role of customers' perceived service justice in relationship hotel marketing and service. Three types of service justice, distributive justice, procedural justice, and interactional justice are proposed to affect both customer satisfaction and trust, and customer service satisfaction is likely to take effects on relationship quality variables, trust and commitment. Empirical results, based on data from 250 customers of two membership discount deluxe hotel in Seoul, showed satisfactory data-fitness to the proposed model and supported seven research hypotheses. Interactional justice was found to have significant relationship with both trust and customer satisfaction, while distributive justice had significant relationship with trust and procedural justice with customer satisfaction. Also, the customer satisfaction had strong relationship with core variables of relationship quality (trust and commitment) and the trust variable was found to be a powerful antecedent leading to customer's commitment to service organization.

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