호텔레스토랑에서의 서비스회복공정성지각이 관계의 질과 관계성과에 미치는 영향

The purpose of this study was to examine the structural relationships among service recovery justice, relationship quality, and relationship performance in hotel restaurants. A total of 400 useful samples were collected from 6 different super deluxe hotels in Seoul, and analyzed using SPSS Win Ver. 11.5. The results of data analysis showed that three underlying dimensions (distributive, interactive, procedural) of service recovery justice, and two underlying dimensions (trust and commitment) of relationship quality, and three underlying dimensions (satisfaction, switching intention, and repurchase intention) were determined from exploratory factor analyses. Structural equation modeling was employed to verify research hypothesis. Research findings revealed that there were significant relationships between service recovery justice and relationship quality except for the relationship between distributive and commitment. And there were significant relationships between service recovery justice and relationship performance except for the relationship between distributive and all three relationship performance factors. And implications of these results were examined.