초록 열기/닫기 버튼
In the modern hotel industry which needed differentiation and high grade as necessary，hotels actively develop large-size， different facilities and services in order to maintain sustainable relationships with their customers. However, due to the characteristic of service, people could not able to provide perfect service. In this case hotels need service recovery strategy to solve the prolem. When it comes to the hotels in th northeast of china, although there are many foreign toourists, comparing to international chain hotels, the quality is low and there is hardly any studies about service recovery, so the necessity of study is borught up. ence this research is to see what kind of influences the service recovery strategy may make on emotions and satisfaction of the customers. And the research is placed at the chain hotels at the northeast of china, and questionnaires are answered by the customers who had the experence of dissatisfy and invonvenience when using the hotel. This research summarized below: Firstly, it shows that the service recovery strategy makes positive influence on the emotions of customers. Secondly, emotions of customers make positive influence on the customer satisfaction. The meaning of the research result is that, in the researches made before, the point of the study is usually the common achievements of the service recovery strategy and the impartiality of the research, while in this research, it is tried at the hotels that the studies had barely been made before, and the recovery strategy had been divided into three groups，motioned recovery strategy， recoverystrategy，and monetary recovery strategy.
키워드열기/닫기 버튼
service recovery strategy, customer‘s emotion, customer satisfaction
