호텔 고객의 서비스회복 공정성 지각이 에반젤리즘에 미치는 영향 : 회복만족의 매개효과를 중심으로

This purpose of this study was to investigate the relative importance of three aspects (Distributive justice, procedural justice and interactive justice) of the justice theory on the basis of recovery satisfaction, in determining evangelism. In order to investigate the relationship, the survey was conducted to customers whom have experienced service failure with in the last year. This study found out that: firstly, the three factors of the justice theory have a significantly positive relationship with the recovery satisfaction; secondly, the three factors of the justice theory have a significantly positive relationship with evangelism; thirdly, recovery satisfaction has a positive relationship with evangelism; and finally, out of the three factors of the justice theory, distributive justice has an effect on evangelism with recovery satisfaction as a partial mediating variable. This research implied that in the situation of service failure, customers will be satisfied with the service recovery and it also affects customers’ evangelism. Consequently, this study suggests that employees should not only provide reasonable compensation in the event of service failure, but also provide detailed information to the customers about the service recovery process, in doing so, customers will gain more information about the hotel and enrich their knowledge of the brand, and become evangelists by having positive and friendly feelings.