Recently management and marketing fields in hotel industry have emphasized the management of service provider's behavior, especially, service recovery efforts. This study tests a model that uses service quality by service provider which is mediated by organizational citizenship behavior and service recovery. The model was tested with a sample of hotel customer contact employee by using structural equation modeling. The findings supported the significant effect of hotel service provider's organizational citizenship behavior on service recovery performance and all structural path coefficients were significant. Organizational citizenship behavior and service recovery also were also found mediated the effects of job satisfaction on service quality.
I. 서론
II. 이론적 배경
III. 연구가설의 도출
IV. 실증연구
V. 요약 및 결론
참고문헌