서비스 실패의 회복과정에서 인지되는 공정성이 감정과 구전의도에 미치는 영향

The main purpose of the study was to find the relationship among customers'emotions, word-of-mouth intentions, and justice perceptions derived from service recovery efforts. To collect data for the study a scenario method was applied to restaurant customers in Korea. SPSS and AMOS program was used to verify the research model and to test the proposed hypothesis. The study found that among the three types of justice perceptions from service recovery only distribution and interpersonal justice had a significant effect on customers emotions. By testing indirect effects among the variables the study also found that emotion played as a mediating variable between justice perception and WOM intention for distribution and interpersonal justice perceptions