초록 열기/닫기 버튼
Hotel marketers must make efforts to build up customer loyalty and increase customer commitment by progressively accepting customer complaints which can occur at the point of service contact. How to deal with customer complaints may function as an important means in securing the present customers strategically because hotel products comprise intangible and experiential features. Interactional justice, procedural justice, and distributive justice to measure customer evaluation of justice in dealing with customer complaints; and 3) measurement items associated with loyalty and commitment to evaluate feedback regarding customer perceptions of justiceResults of this study hotel guest satisfaction evaluation dealing with customer complaints are as follows: 1) Service quality factor at the point of service contact, Sympathy factor, and Intangible factor have a positive impact on customers filing complaints; 2) customer complaints have a positive impact on interactional justice, procedural justice, and distributive justice; 3) interactional justice, procedural justice, and distributive justice have a positive impact on customer satisfaction after the complaint is solved..
키워드열기/닫기 버튼
Service Quality, Customer Complaints, Justice, Customer Satisfaction
