earticle

영어

The purpose of this study is to study the fairness of recovery, satisfaction of recovery, customer sentiment, and intention of revisit to consumers who have experience in recovering products and services of restaurant companies. From February 1 to March 1, 2020, the survey was conducted through the Google Online Survey. A total of 280 copies were used for the study for the results. As a result, Hypothesis 1 shows that "procedural fairness and interaction fairness will have a positive effect on recovery satisfaction." Thus, hypothesis 1 was partially adopted. For Hypothesis 2, it was shown that "distributional fairness and interaction fairness will have a positive effect on customer sentiment." Thus, Hypothesis 2 was partially adopted. For Hypothesis 3, the hypothesis was adopted that "Recovery satisfaction will have a positive effect on customer sentiment." In the case of Hypothesis 4, the hypothesis was adopted that "Recovery satisfaction will have an effect of positive on the intention of re-visiting." For Hypothesis 5, the hypothesis that "customer sentiment will have a positive effect on the intention of the revisit" was adopted. Accordingly, we understood customer needs. Therefore, we strengthen the theory of consumers' behavioral rationale for service failures. It also presents suggestions for seeking practical measures for restaurant businesses.