호텔고객의 회복공정성과 관계혜택이 만족 및 이탈의도에 미치는 영향

Impact of Recovery Justice and Relational Benefits on Satisfaction and Defection Intentions at the Hotel Industry in Busan

This study analyzes the causal relationship of fairness and relational benefit perceptions with defection intentions through customer satisfaction. Using SAS and AMOS, the model is calibrated and tested through a survey of 171 hotel guests in Busan metropolitan city. Findings suggest that customer's higher fairness perceptions in service recovery enhances customer satisfaction. Also, service recovery appeared to enhance fairness and satisfaction perceptions in the hotel, leading to lower defection intentions when customers were offered tangible offerings in the favorable outcome condition. Finally, customer perceptions of higher relational benefits appeared to enhance satisfaction perceptions with the service recovery and the hotel in general.