초록 열기/닫기 버튼
This study was created under the assumption that there was a service failure and a subsequent effort to recover the service in the food and beverage section in the five star hotels. The purpose of this study was to examine the effect of service recovery justice(Distributive Justice, Procedural Justice, Interactional Justice) on the relationship quality(Trust, Satisfaction) and the long-term orientation and then the effect of relationship quality on the long-term orientation . The survey was conducted between June 7th and July 18th, 2017. A total of 300copies were handed out, 33copies out from the collected ones were excluded since they were inconsistent and insincere. The final 267 copies were used for analysis. The results indicated that first, the service recovery justice significantly affects relationship quality. Second, the relationship quality affects long-term orientation positively. Third, the service recovery justice affects long-term orientation positively was selected.
키워드열기/닫기 버튼
service failure, service recovery justice, relationship quality, long-term orientation
