서비스실패의 심각성과 통제성이 공정성지각과 신뢰성 및 충성도에 미치는 영향: 패밀리레스토랑을 중심으로 = The Effects of Service Failure on Perceived Fairness and Trust and Loyalty in Casual Dining Restaurants

다국어 초록 (Multilingual Abstract)

The purpose of the study is to find out the effects of service failure on perceived fairness and trust and loyalty. The object of this study is the customer who ever visited the high rank sales top five restaurant chain (Monthly Restaurant, 2006.2) at least more than twice within recent one year. Convenience random sampling was adopted for the customers in Seoul and Pusan. Collected data were executed for reliability analysis and EFA, and regression analysis was executed for the test of hypotheses.The followings are the results of the analysis. First, seriousness and unsuccessful service affected service recovery perception(procedural, interaction, distribution). Second, control of unsuccessful service also affected service recovery perception. Third, procedural service recovery perception did not affect trust and loyalty. Fourth, interaction service recovery perception and distribution service recovery perception of a service recovery affected reliability and a loyalty. Fifth, trust in service recovery affected loyalty. The seriousness unsuccessful service affected strongly distribution of service recovery perception more than control of service recovery perception. And control of unsuccessful service affected procedural and interaction service recovery perception.

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