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.
[ABSTRACT]
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 실증연구
Ⅳ. 요약 및 결론
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