Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Factors for Service Recovery of Family Restaurant and Mobile Telecommunication Service

패밀리레스토랑과 이동통신서비스의 서비스회복 결정요인

  • Oh, Se-Gu (Management and Economics Research Institute, Chungnam National University)
  • 오세구 (충남대학교 경영경제연구소)
  • Published : 2007.12.31
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Abstract

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

Keywords

References

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