서비스 공정성과 기업이미지 간 영향관계 연구 = 고객동일시 및 서비스가치의 매개효과

다국어 초록 (Multilingual Abstract)

To achieve these purposes, this study reviews existing researches of service justice, service value and customer``s identification and examine the relationship with service justice and corporate image. Based on related theory and literature review, 6 hypotheses were developed and tested. Questionnaires were distributed to 600 customers of 4 Family restaurant. Among returned questionnaires, 477 samples were used for empirical study. The results of this study is summarized as follows. First, exploratory factor analysis service justice factor is through the distribution, interaction, procedures factors such as justice three sub-factors were derived, customer identification, service value, corporate image was derived from a single factor. Second, dispensing justice and procedural fairness is fairness factor in the customer``s service showed a significant impact on the corporate image, corporate image influence on procedural justice, were analyzed to affect justice in the distribution. Third, all the factors of service justice is fair showed significant influence on service value and customer identification, customer identification, the dispensing justice, procedural justice, and impartiality in order to interact, service value, the procedural justice, interaction justice, it was analyzed in order to influence the distribution justice. Fourth, customer identification and service value was found on a significant impact on the corporate image. Fifth, service fairness and impartiality in the customer identification procedures between corporate image, the intermediate portion of the distribution fairness, impartiality were observed interaction has shown that a full mediating role, value, service procedures that the partial mediation role in the fairness and distributive justice It appeared.