호텔식음료 서비스의 실패와 회복의 공정성 지각에 관한 연구: 내·외국인의 의식 분석

This research was conducted on 19 hotels which were selected randomly from special first and second grade tourist hotels located in Seoul City. The survey was conducted via questionnaires on not only on the customers who used food and beverages service at the hotel who has had complaints or have actually filed complaints, but also both the domestic and foreign guests staying at the hotel. In response to the failures in service in the Food & Beverage Department,effective service recovery strategies and suggestions will be made customized vis analysis of the comparison between domestic guests and foreign guests at the hotel from the results of recovery and awareness on fairness. As a result from the research, the domestic and foreign guests's senses must be realized realistically, and effective and customized prevention measures of service failures and good recovery system policies shall be established. Secondly, for the case of perception of fairness and the intention of transmitting the information by the word of the mouth were commonly dimmed during the procedural fairness. Therefore, in order to gain back the domestic and foreign guests' trust for food and beverage service that meets the guests'expectations, persuading explanations should be made in a speedy manner while making flexible and speedy resolution for their complaints.