호텔 서비스 공정성이 고객 신뢰 및 고객시민행동에 미치는 영향

Abstract

This study investigates whether service justice influences trust and, in turn, customer citizenship behavior. This study argues that distributive justice, procedural justice, interactional justice influences customer trust. Furthermore, this study argues that customer trust influence customer citizenship behavior. For this purpose, data for this study were collected from hotel customers who use at the luxury hotels in Busan from March to April, 2016. Usable responses were obtained from 231 customers. The acquired data was verified utilizing a structural equation model. The results were summarized as follows. First, distributive justice has a significant positive effect on customer trust. Second, procedural justice has a significant positive effect on customer trust. Third, interactional justice has a significant positive effect on customer trust. Finally, customer trust has a significant positive effect on customer citizenship behavior. Following a discussion of the results, limitations and directions for future research are offered.