호텔레스토랑 고객의 감성이 서비스 회복과 고객 만족의 관계에 미치는 조절효과

A Study on Adjusting Effect of Emotional Response between Service Recovery and Customer Satisfaction in Hotel Restaurant

In competitive service industry's circumstances. the success of service companies depends on the recovery of failed services very hard to the satisfying level of customers as perfect presentation of services is impossible cause of specific characteristics of service goods. As such. service recovery is very important concept in service industry‘s management. On the basis of previous study. there were contingency factors between service recovery and customer satisfaction.; emotional responses(positive. negative). This study explored that adjusting effect of positive emotional responses or negative emotional responses between service recovery and customer satisfaction. The results showed that positive emotional responses give adjusting effect between service recovery and customer satisfaction. So, the hotel restaurant managers should be recognized on the importance of positive emotional responses on customers between hotel(employees) and customers to maintain service recovery strategy to achieving competitive advantage.