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KCI우수등재 학술저널

여행사의 불평처리에 대한 공정성 지각이 고객의 만족도와 행동의도에 미치는 영향

As can be seen in expecting better service quality. travelers' needs nowadays are being diversified and qualitative. To keep market priority travel mediators tend to do their best services to the customers. However service in nature are prone to be of failure since it should be handled manually. Authors in this study probe into right ways of recovering such service failure. Empirical data were gathered from those who have ever experienced service failure during his/her travel and ever expressed their complaint to the travel company which they relied on. The result shows distributive and interaction justice influence positive effect to the satisfaction.

I. 서론

II. 이론적 배경

III. 연구방법

IV. 분석결과

V. 결론

참고문헌

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