초록

This study examined the effect of perceived justice using some types of service industries based on the taxonomy of the Service Process Matrix. This study tried to ensure external validity in the service recovery process of the whole service industry, and to examine the effects of perceived recovery justice according to customization level. We intended to present some basic directions of service recovery strategy based on customization level. The research findings were as follows; Firstly, the service recovery justice among all service industries had a positive impact on recovery satisfaction. Moreover, the recovery satisfaction had a positive impact on the customer loyalty but negative impact on the switching intention. Secondly, service recovery justice according to customization level had a significant effect on recovery satisfaction in the industry that was a high degree of customization. On the other hand, distributive and interactional justice in the industry that was a low degree of customization had a significant effect on recovery satisfaction. However, procedural justice had no significant impact on the recovery satisfaction.

키워드

Service Recovery, Service Recovery Justice, Recovery Satisfaction, Service Process Matrix

참고문헌(49)open

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