서비스실패상황에서 서비스제공자의 심리적 지원과 서비스회복 및 불만고객 관계발전에 관한 연구

Impact on Service Provider’s Psychological Supports in Recovering Service Failure and Building Long-term Relationship : Applied on Dyadic Approach

The Purpose of this study is to examine the effects of various sources of service provider’s psychological support on the long-term relationship, with initially dissatisfied customers, through service recovery efforts. By using both employee and customer data in a single study at restaurant, the researcher investigates how individual’s psychological support, as perceived by frontline service employees, influences employee’s response(service recovery effort), which in turn after customer’s perceived justice and consequently mitigates the customer’s dissolution intention. The objectives of this study are six fold: first, to provide more insight and theoretical framework into service recovery that underlie relationship wi th dissatisfied customer. Second, to uncover underlying antecedents and consequences in both service provider’s and customer’s points of view. Third, To assess the effectiveness of the dimensions of the service provider’s intrinsic factors.