외식서비스 실패 상황의 회복 공정성 인식이 만족, 사후 행동의도에 미치는 영향

Impact on Behavior Intentions of Food Service Recovery Justice Perception: Testing for Moderating Effects of Switching Barriers with Structural Equations

This study examined the effects of customers' perception of service recovery justice on their satisfaction and future behavior intention in the context of food service industry. Based on previous study, recover justice perception was conceptualized in terms of procedural justice, distributive justice, and interactional justice. Switching barrier was measured in terms of positive and negative aspects of switching customers' primary restaurant. Data were collected from 308 college students who took food service related courses and experiences service failure and recovery from June to July, 2010. Results showed that the respondents' perception on the distributive and interactional justice were positively associated with their level of satisfaction. In addition, negative switching barrier played a moderating role between the perceived distributive/interactional justice and satisfaction Results also showed that positive switching barrier played a moderating role between satisfaction and future behavioral intentions.