초록 열기/닫기 버튼
This study examines the influence of the service failure and recovery conducted by airline company on customer satisfaction. The survey was conducted among the people who has had experience to fly to foreign countries once more in recent two years and the size of the sample is 324. The service recovery efforts which can be performed by airline companies were divided into three factors; the employee's attitude and effort to handle or to solve the problems its customers possess(R1), the suitability of the recovery efforts and its result(R2), and monetary compensation(R3). The results show the airline- service failure factors influence on R1 and R2 negatively, and indicate three all service-recovery factors have a quite influence on customer satisfaction(CS). R1, first of all, has much larger influence on CS than R2 and R3.In the results, we can also identify that when service recovery is conducted, airline's customers consider airline employee's attitude and recovery efforts to handle the problems(R1) as being a much more important recovery factor than any other factors(R2 and R3) like the suitability of recovery efforts and its results, and monetary compensation.
