A Study on the Effects of Service Recovery Performances on the Service Recovery Satisfaction, Brand Image and Loyalty: Focusing on Mobile Communication and Family Restaurants

Park, Eui jung; jja,; Yoo, Han-Ju

doi:10.15706/jksms.2015.16.1.011

Cited by 5 publications

(2 citation statements)

References 28 publications

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“…First, service recovery justice, consisting of three dimensions-procedural justice, interactional justice, and distributive justice-has a positive impact on customer satisfaction. While previous studies studying the impact relationship between service recovery justice and recovery satisfaction showed that not all dimensions of justice were adopted which especially depends on the type of service (Park et al, 2015), perception of service recovery justice as a whole in the beauty service industry had a significant impact on recovery satisfaction.…”

Section: Summary Of the Resultsmentioning

confidence: 99%

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Choi,

Kim,

Kim

2023

Sage Open

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The hair salons industry has seen many players coming into the market due to low entry barriers and thus it is getting harder to attract new customers in a highly competitive market. As a result, operators are competing more on delivering better services. Like other service businesses, hair salons understand the importance of maintaining high-quality customer service. Since it is nearly impossible to cater to all customer needs as they prefer, handling service failures effectively is considered to be vital. This study aims to examine the processes in which perceived justice of service recovery influences recovery satisfaction and thus this leads to customer loyalty. To achieve this purpose, an online survey was administered to 434 people who reside in the greater Seoul metropolitan area, South Korea, and have visited hair salons for hair care services. The results indicated that customers’ perceived service recovery justice affects satisfaction and finally contributes to customer loyalty, which reconfirms the finding of prior studies that appropriate compensation and the customer-service provider-relationship positively influence customers’ recovery satisfaction. This study also provides hair care service providers with directions on how to restore customers’ recovery justice following service failures.

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Section: Summary Of the Resultsmentioning

confidence: 99%

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Choi,

Kim,

Kim

2023

Sage Open

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“…The structural characteristics of service production often cause disruptions and problems. (Park, 2012). These characteristics cause similar issues in hotels in the service industry.…”

Section: Introductionmentioning

confidence: 93%

The effects of positive and negative emotionality on creative self-efficacy: the case of hotel business employees

Tür Erge,

Öztürk İsmail

2023

InterConf+

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Individual and organizational factors affect employees' creative self-efficacy (CSE). According to the employees' positive emotionality (PE) and negative emotionality (NE), their CSE also differs. In this context, the research’s primary purpose is to examine the relationship between emotional states and the CSE of hotel employees. As a result of correlation analysis, a positive and significant relationship was determined between PE and CSE. A negative and significant relationship was found between an NE and CSE. As a result of the regression analysis, it was determined that the emotional state of the employees significantly affected CSE. As a result of the independent samples t-test, the employees’ CSE does not differ significantly regarding gender and marital status. As a result of the ANOVA test, the CSE of the employees does not differ significantly according to age and working department. However, CSE significantly differs according to the employees' education status and working time.

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Effect of Parent Brand Image and Brand Awareness on Perceived Value and Brand Evaluation to Extended Brand : Focusing on the Bottled Water

Giwon¹,

Ko²

2017

journalofkoreaservicemanagementsociety

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A Study on the Effects of Service Recovery Performances on the Service Recovery Satisfaction, Brand Image and Loyalty: Focusing on Mobile Communication and Family Restaurants

Cited by 5 publications

References 28 publications

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure

The effects of positive and negative emotionality on creative self-efficacy: the case of hotel business employees

Effect of Parent Brand Image and Brand Awareness on Perceived Value and Brand Evaluation to Extended Brand : Focusing on the Bottled Water

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