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品質經營學會誌 = Journal of the Korean Society for Quality Management v.35 no.4, 2007년, pp.111 - 122   피인용횟수: 1
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패밀리레스토랑과 이동통신서비스의 서비스회복 결정요인
The Factors for Service Recovery of Family Restaurant and Mobile Telecommunication Service

오세구   (충남대학교 경영경제연구소UU0001302  );
  • 초록

    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


  • 주제어

    Service Failure .   Service Recovery .   Customer Satisfaction/loyalty.  

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  • 이 논문을 인용한 문헌 (1)

    1. Suk, Jong Bae ; Chung, Soong Hwan ; Choi, Kanghwa 2013. "TQM Factors and Their Impact on Service Recovery and Service Performance - In restaurant settings -" 品質經營學會誌 = Journal of the Korean Society for Quality Management, 41(1): 95~108     

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