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Journal of Korean Society for Quality Management 2007;35(4): 111-. |
| 패밀리레스토랑과 이동통신서비스의 서비스회복 결정요인 |
| 오세구 |
| 충남대학교 경영경제연구소 |
| The Factors for Service Recovery of Family Restaurant and Mobile Telecommunication Service |
| Se-Gu Oh |
| Management and Economics Research Institute, Chungnam National University |
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| ABSTRACT |
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The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance |
| Key Words:
Service Failure;Service Recovery;Customer Satisfaction/loyalty; |
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