초록

Customer satisfaction becomes an essential factor as today almost all industries grow asservice industries. However, though there is a perfect quality standard, no one can be freefrom service failure. In this study therefore, the responding effort of recovery services forservice failure is emphasized, and the operational status of a service failure is categorizedinto controllability and severity separately. Here, the buffering effect of ATC factor which isemployee's authenticity and customer's complaint of various factors along with equityconception that affects the service recovery process is examined. An object of his study was290 people who complained about service and this study analyzed their questionnaires byusing SPSSWIN, LISREL. The findings in this study are as follows: First, severity andcontrollability of service failure have an effect on authenticity. Second, equity perception hasa positive effect on trust and satisfaction of customers, and trust has an effect on satisfactiontoo. Third, authenticity has a moderating effect and ATC has no moderating effect. This studydiscussed the implications and future study directions based on these research findings

키워드

service failure, service recovery, authenticity, ATC

참고문헌(61)open

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