호텔레스토랑의 서비스회복공정성과 호텔이미지, 고객충성도 간 관계

Relationship among Service Recovery Justice and Hotel Image, Loyalty on Customer of Hotel Restaurant

This study has researched the relationship between image formation and service recovery justice that customers of hotel restaurant recognize and verified how the hotel image contribute to customer loyalty by ensuring service recovery justice. According to these purpose, the survey aimed at 386 samples has conducted for one month from May 14th to June 14th in 2018 and the implications were deduced as follows. First, the service recovery justice customers of restaurant recognize proved to have stronger influence on cognitive image than emotional image in the formation of hotel image. Second, when it comes to the effects of the service recovery justice customers of restaurant on hotel image, it has a strong effect on interactional justice; especially, it significantly influence a cognitive image. Lastly, in the relationship between hotel image customers of hotel restaurant recognize and customer loyalty to a hotel, emotional image has stronger influence. This study has a significant implication in that it focused on the formation of hotel image by service recovery justice aimed at customers of hotel restaurant based on existing researches. However, this study has a limitation in that it limits the image to cognitive and emotional image and its generalization is not perfect because of defective sampling. The consideration on various hotel images is required in further studies. If a variety of performance variables are utilized in addition to customer loyalty, it would provide academic and practical implications for the service improvement of hotel restaurant.