| TQM 특성이 서비스 회복 및 서비스 성과에 미치는 영향 - 외식산업을 중심으로 - |
| 석종배, 정승환, 최강화 |
| 한성대학교 경영학부 |
| TQM Factors and Their Impact on Service Recovery and Service Performance - In restaurant settings - |
| Jong Bae Suk, Soong Hwan Chung, Kanghwa Choi |
| Division of Management, Hansung University |
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| ABSTRACT |
Purpose:
The purpose of this study is to identify the impact of TQM dimensions through service recovery justice on service quality and customer satisfaction.
Methods:
This study employed structural equation modeling methodology analyzing 265 samples collected.
Results:
This study found that TQM related factors had positive influence on service recovery justice in general. In specific, top management leadership and employee participation are the most important factors for the service recovery justice.
Conclusion:
This study reveals that service recovery justice has the positive impact on both service quality and customer satisfaction. |
| Key Words:
TQM;Service Recovery Justice;Service Quality;Customer Satisfaction; |
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