This study suggests that consumer responses to service failures may be influenced by perceptions of procedural and interactional fairness. Procedural fairness is operationalized as the consumer's opportunity to present information and express fee ...

This study suggests that consumer responses to service failures may be influenced by perceptions of procedural and interactional fairness. Procedural fairness is operationalized as the consumer's opportunity to present information and express feelings, or “voice.” Interactional fairness is operationalized as an apology to the consumer. A 2 X 2 X 2 X 4 between-subjects experimental design manipulated levels of complaint outcome, apology, voice, and type of service. Apology and voice appeared to enhance fairness and satisfaction perceptions in the “favorable outcome” condition, when consumers were offered a discount or gift after service failure. When no tangible offering was made, apology and voice had lesser effect and in some instances were associated with lower perceptions of fairness and satisfaction. Implications for practitioners and researchers are discussed.
<출처: ScienceDirect,
https://doi.org/10.1016/0148-2963(92)90014-3>

본 자료는 최종결과물(결과보고서)의 원자료이다.

해당 연구는 미용 서비스 산업에서 서비스 실패 유형과 서비스 회복 노력이 회복성과에 미치는 영향을 살펴보는 것이 목적이다. 이를 위하여 미용서비스 실패 경험을 주제로 한 설문조사를 실시하였는데, 본 자료 ...

본 자료는 최종결과물(결과보고서)의 원자료이다.

해당 연구는 미용 서비스 산업에서 서비스 실패 유형과 서비스 회복 노력이 회복성과에 미치는 영향을 살펴보는 것이 목적이다. 이를 위하여 미용서비스 실패 경험을 주제로 한 설문조사를 실시하였는데, 본 자료는 그 중 회복성과의 하나인 회복 성과 측정 항목에 사용되었다.

Introduction
Equity Theory
-Distributional Fairness
-Procedural Fairness
-Interactional Style
An Empirical Study
-Experimental Treatments
-Dependent Measures
Results
-Perceived Fairness
-Perceived Satisfaction
-Summary of Service Effects
D ...

Introduction
Equity Theory
-Distributional Fairness
-Procedural Fairness
-Interactional Style
An Empirical Study
-Experimental Treatments
-Dependent Measures
Results
-Perceived Fairness
-Perceived Satisfaction
-Summary of Service Effects
Discussion and Implications
-Limitations
-Implications for Future Research
References