The most important concern in the service industry is constantly improving the quality of service provided to customers and the positive and will focus on maintaining long-term relationships formed. But the biggest problem is the service of the failur...
The most important concern in the service industry is constantly improving the quality of service provided to customers and the positive and will focus on maintaining long-term relationships formed. But the biggest problem is the service of the failures that occur in the process of contact with customers, so that non-breaking performance features intangibility with this service offerings. As a successful tool for recovery services to meet the failure to convert a dissatisfied customer service managers is a very important concern to have a big role in the success of the company.
Catering companies, especially service products is associated with the interaction of the product and the type of food and the staff provide psychological and human outcomes. If the problem is caused by the reaction of customers can be more sensitive, is not failure recovery services experience have led to huge losses in revenue-generating companies through negative word-of-mouth dining out. Failure to domestic customers of these services as well as foreigners visiting Korea visit, which also can not be an exception.
In this study, we see how the impact on the quality of relationships that restore fairness perception of the service recovery process according to the Korea Food Service Industry service failure experience to visit targeting the visit of Chinese formed a relationship with catering companies, and the quality of the formed relationship studied for how this affects the loyalty of such positive word of mouth and repeat visits.
This study will describe the complaint, and actually experience targeted at the Chinese experience in this filed a complaint with the local catering companies were the main cause of service failure.
The summary of the findings presented in this study are as follows.
First, the severity of the service failure is distributed procedural fairness distributive justice negative (-), was found to affect the, control of the employed section Castle statistically having a significant effect, but to a positive effect on the interaction fairness that appeared. This shows that the dissatisfaction in the service recovery process more customers feel seriously about the service failure recovery situation increasingly difficult.
However, the severity impact this relationship has been dismissed on the interactive process. Interactive fairness of service recovery process for customers to appropriate apology for fairness and complaints settlement of human dimension as a factor for did receive a fair service in correlation to employees of service companies with description, dialogue is absolutely necessary parts be. Chinese first complaint about the experience in the catering companies' communicate (35%) were referred. In other words, does not solve the problem of the interaction of the human side of communication between employees and customers for the service failure is due to difficult.
When analyzing the results, impact factor of the customers that the hypocrites companies nature of control is not possible more if spent nerves, all services fail to naturally prevent that can be considered, because controllability recovery fairness perceive beforehand than the failure of such natural disasters it is determined that it does not recognize. That is, the service industry among aviation, marine, and communications. The service caused by the control failure is impossible dining services will be considered significant due to difference having recognized the sector is not influenced.
Second, the recovery factor of distributive fairness, procedural process, the result of interaction between fairness to analyze the impact on the trust and satisfaction of all three of the recovery on equity showed a positive effect on trust and satisfaction.
This could confirm that an important part that can form lasting relationships with our customers with the negative emotions of service failure, appropriate and effective service recovery of catering companies in the service encounter. Chinese people appropriate compensation and rapid recovery process, and catering companies staff have the confidence and satisfaction for the respectful attitude of confirmed that.
Third, showed that the satisfaction and confidence that make the quality of the relation to a positive effect on the loyalty.
If the perception is that if the Chinese fail status of the recovery process for the Food Service Industry Fair, gives a significant impact on the trust and satisfaction with the catering company. Building and maintaining the relationship between the confidence and satisfaction of such areas were to develop as a result that can influence the customer loyalty as an important factor that may go out.
The evaluation of the results of hypothesis testing customer service said that the failure recovery can be achieved through justice. Fairness in the confirmed distribution fairness, procedural fairness, interactive fairness is present in three dimensions. Also affects the trust and satisfaction after service recovery loyalty to further affect the confidence and satisfaction with the service recovery rating on these three dimensions of fairness has found the truth.
This service failure fair customer experience, service recovery are recommended positive word of mouth and because they want to continue the relationship with the service provider, revisiting had the intention and loyalty, and companies are able to maintain a continuous working relationship given confidence to the customer is that.
In addition, their cultural background and ethnic characteristics of the Chinese people through the results of this study are expected to be aware of the differences. Results prior to target a Japanese study, but Japanese tourists thought the most serious of the country catering companies issue was cleanliness (24.5%), followed hospitality (22.3%), taste (17.9%) in order to appear a major concern for Japanese customers, cleanliness and hospitality services, focused on health and the environment. In contrast, Chinese doctors biggest problem communication (35.0%), food flavors (20.1%), price (17.4%) showed a net, kind of services that can be the most likely cause of service failure (10.8% ) responded to the next. These results are said to be able to tell the Chinese people that the lack of awareness of the services yet.
In other words, part of the service for Chinese tourists is important, but improvements can be seen that part of the communication. Communication is prior to practice caring service I think the most basic services for tourists. There is also basic services can be high overall satisfaction with the tourist satisfaction with the services, if carried out. Since positive word of mouth will affect the attitudes and revisit.
Therefore, positive comments and actions should be managed so that can be done about the cause of the failure with a polite apology when service failure occurs through continuous training for employees of the complaint the customer contacts the service provider, including catering companies, the appropriate level of compensationIt will be the need to ensure swift processing of customer complaints and resolve issues made by discretion granted.
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