(2019년 국제학술대회)The Effect of Hotel Customer Recovery Service on Recovery Satisfaction and Customer Behavior Intention

The purpose of this study was to examine the effect of service recovery actions on recovery satisfaction and customer behavior intention in hotel industry that was based on service recovery theory. And examine whether recovery satisfaction plays a mediator role in service recovery actions and customer behavior intention. A total of 255 questionnaires were used for statistical analysis. The results of the analysis were as follows: first, the service recovery actions in hotel had a positive impact on the recovery satisfaction. Second, the recovery satisfaction had a positive impact on customer behavior intention. Third, recovery satisfaction partially mediates between servic e recovery actions and customer behavior intention. From these results, this study provides extended data for the hotel’s service recovery actions, and hotel service employees will use these results to improve their service skills.