초록 열기/닫기 버튼
This study on customer complaint behavior intention by the restaurant service delivery process failure examines the effect of customer's complaint behavior by the restaurant service delivery process through analyzing the failure type of service process and customer's complaint behavior. A total of 411 survey questionnaires returned from the family restaurant complaint customers. Based on these survey, the findings are as follows. In the service delivery process at a restaurant, the variables of four steps such as ‘Greeting & seating', ‘ordering', ‘consumption', ‘payment and exiting' are appropriate to be used. Second, even though the dissatisfaction with service failure experience is higher, complain behavior intention reveals relatively low. Third, considering the variables of ‘payment and exiting' which much influenced dissatisfaction and complaint behavior intention, it can be considered one of the most important points in customer serving.
