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KCI우수등재 학술저널

서비스실패의 심각성과 서비스회복의 공정성 지각에 관한 연구

서비스케이프의 매개효과를 중심으로

The study investigates how customers’ perceived justice in recovery (outcome, procedure, and interaction) after service failure severity affects: satisfactions (service encounter satisfaction, overall firm satisfaction) and behavioral intentions. A study method is used and service organizations with physical environment affecting service evaluation has been chosen for this experiment. Furthermore, this study intends to determine how those factors affect customers’ recognition of service quality and their service satisfaction. This study initially examined the ‘servicescape’ as a moderating variable on the customer’s percieved justice during service recovery.

I. 서론

II. 이론적 배경

III. 연구가설의 도출

IV. 실증연구

V. 결론

참고문헌

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