- 패밀리레스토랑과 이동통신서비스의 서비스회복 결정요인
- ㆍ 저자명
- 오세구,Oh. Se-Gu
- ㆍ 간행물명
- 品質經營學會誌
- ㆍ 권/호정보
- 2007년|35권 4호|pp.111-122 (12 pages)
- ㆍ 발행정보
- 한국품질경영학회
- ㆍ 파일정보
- 정기간행물| PDF텍스트
- ㆍ 주제분야
- 기타
이 논문은 한국과학기술정보연구원과 논문 연계를 통해 무료로 제공되는 원문입니다.
The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance