초록 열기/닫기 버튼
The purpose of this study is to classify the service failure’s types using the critical incident technique(CIT) and study the effects of the service recovery(procedural justice, interactional justice and distributional justice) on the negative emotion and the loyalty according to the service failure’s types(outcome failure and process failure). The findings of the research contribute as follows; First, the only distributional justice has been approved to affect the negative emotion and the loyalty in the outcome failure. Second, the interactional justice and the distributional justice have been approved to affect negative emotion, and three recovery justices have been approved to affect the loyalty in the process failure. Third, the negative emotion had no effect on the loyalty in the both failure types.
키워드열기/닫기 버튼
service failure type, recovery justice, negative emotion,loyalty, critical incident technique
