창업기업의 서비스 회복전략에 관한 연구-창업 3년 이내의 외식기업을 대상으로

Korean start-up company is showing a phenomenon of slowdown of growth from higher competitions. Customers are also willing to fulfill their high-quality desires as the market is rapidly changing. From intensive competing environment, it is most important to effectively recover the service failure in order to keep maintain fixed-customers. Therefore this paper introduces the division of procedure, interrelationship and distribution of official regulation, perceived from hotel service industry and how each regulation affects customers’ satisfaction and loyalties. It is found that customer-perceived regulations have clear effect on customer satisfaction and loyalty. Therefore positive and impartial recovery experience should be provided to customers. At the same time, because it is verified to have little difference in approaching method for male and female customers, there should be another investigation on this part of field in succession.