로스터리 커피전문점 서비스 회복 공정성이 신뢰에 미치는 영향

The Effects of Recovery Justice on Trust in Roastery Coffee Shop Service Failure: Moderate Effect of Cheong

This study primarily aimed to apply Korean customer's Cheong to recovery justice in roastery coffee shop service failure . The study of Cheong in koreans have been studied based on psychology. Lately in the field of business adminstration, marketing field, there has been an active studies in developing standards and generalizing 'Cheong' with industry of service as the center. This Study is the effects of recovery justice on trust in roastery coffee shop service failure : moderate effect of Cheong. The survey was used as the method to validate the research hypotheses and questionnaire. We conducted a survey with 200 adults that had used the roastery coffee shop service and experienced dissatisfaction within last three months. For the empirical analysis, an statistical program, SPSS was used. The results of the study show that interaction justice has a positive impact on trust. The distribution justice has a higher positive impact on the trust. The paper proposes that there are positive relationships moderated by Cheong between the distribution justice of service recovery and trust. Cheong have a positive impact on customer attitude such as turns when service failure occurs.