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서비스 실패 회복과 종업원 진정성: 서비스 보상에 대한 진정성의 조절효과를 중심으로
Service Recovery and Employees' Authenticity: Focusing on the Moderating Effects of Authenticity on Service Compensation 원문보기

品質經營學會誌 = Journal of Korean society for quality management, v.51 no.2, 2023년, pp.247 - 261  

이수 (명지대학교 경영학과) ,  노용휘 (명지대학교 경영학과) ,  최승국 (명지대학교 경영학과)

Abstract AI-Helper 아이콘AI-Helper

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out i...

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표/그림 (7)

참고문헌 (36)

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