This is to find means to maximize service recovery process and performance by studying how empowerment and organizational support affect service recovery(adaptive recovery and proactive recovery) and performance in the food service industry. A total of 324 samples from the employees in food service industry collected through questionnaires. The results can be summarized as follows: First, the result indicates that empowerment has positive effect on proactive recovery, but dose not have significant effect on adaptive recovery. Second, organizational support have positive effects on both adaptive recovery and proactive recovery. Third, adaptive recovery has positive effect on performance, but proactive recovery does not have significant effect on performance.
I. 서론
II. 이론적 배경
III. 연구 설계
IV. 실증분석
V. 결론
참고문헌