서비스회복 공정성 지각에 따른 고객불평처리의 효과성 분석

An Analysis of the Effect of Complaint Handling on Service Recovery and the Perceived Justice of Hotel Restaurant Customers

The purpose of this research is to investigate the effects of various organizational responses to distributional, procedural, and interactional complaints including the perceived justice of the complainants, In particular, this research will identify whether such complaint satisfaction has a positive influence on service recovery and perceived justice as they are indicated through repatronage and word of mouth intent. For empirical analysis, a questionnaire survey was applied to a total 300 customers who experienced satisfactory complaint resolution from super deluxe hotels in Seoul in the past one year. The model was tested using SPSS 12.0 and LISREL 8.72. Among the sample of 276 surveys, 92% were found to be usable response. The results of empirical analysis show that: 1) Three dimension of organizational justice have a significant effect on complaint resolution satisfaction. 2) Complaint resolution satisfaction has a significant effect on the repatronage and word of mouth intent.