서비스 恢復의 公正性 知覺이 顧客滿足 및 再訪問 意圖와 口傳 效果에 미치는 影響

A Study of the Effect of Justice Perception about Service Recovery on Customer Satisfaction, Revisit Intention and Word-of-mouth : Focus on Traditional Korea Food Restaurants in Daegu

This study found service recovery justice perception of traditional Korea food restaurants at Daegu has an effect on satisfaction, revisit intention and word-of-mouth. According to the results of this study, customer satisfaction about service recovery has a good effect on revisit intention and word-of-mouth. As a result of study, three points of service recovery justice perception with traditional Korea food restaurants, that, procedural justice, interactional justice and distributive justice have a strong effect on satisfaction, revisit intention and word-of-mouth. Also this study is meaning existing previous study is reinvestigated by general opinion study. According to this result when traditional Korea food restaurants with important service failure happen, prevent leaving customer, long term relationship with customer by surpassed expectations success recovery, this study is good guide build for.