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Abstract ▼ AI-Helper

The study examined the structural relationships among the service recovery performance, service recovery satisfaction, relationship quality and store loyalty in the context of medium-low priced "bossam" restaurant in Korea. Based on extensive literature review, a structural equation model was develo...

The study examined the structural relationships among the service recovery performance, service recovery satisfaction, relationship quality and store loyalty in the context of medium-low priced "bossam" restaurant in Korea. Based on extensive literature review, a structural equation model was developed to empirically test seven research hypotheses. A total of 262 customers who had previous experiences of complaining about restaurant services for the evaluation of perceived service failure. The empirical results showed that most of service recovery performance factors(tangible component and intangible component) have significant impacts on customers" perceived service recovery satisfaction and relationship quality, while tangible component of the service recovery performance and relationship quality are independent each other. As expected, there are strong positive relationships among service recovery satisfaction, relationship quality and store loyalty. Finally, a series of theocratical implications and practical recommendations derived from this restaurant study were also discussed.

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