서비스 회복 공정성과 관계의 질의 정준상관관계: 호텔레스토랑에서의 멤버십 VIP고객 중심으로

This study was to identify relationship between service recovery justice and relationship quality in hotel restaurants. From the literature review, service recovery justice and relationship quality were discussed. In order to collect the data, the survey questionnaires were distributed to VIP membership guests of super deluxe hotels in Seoul. A total of 291 useful samples were collected from 6 different super deluxe hotels, and analyzed in 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 were determined from exploratory factor analyses. Canonical correlation analysis was employed to verify research hypothesis. Research findings revealed that there were significant canonical correlations between service recovery justice and relationship quality. All three factors of service recovery justice and were significantly correlated with two factors of relationship quality; trust and commitment. And implications of these results were examined.