The purpose of this study was to examine the structural relationships among
service recovery justice, relationship quality, and relationship performance in
hotel restaurants. A total of 400 useful samples were collected from 6
different super deluxe hotels in Seoul, and analyzed using SPSS Win Ver.
11.5. The results of data analysis showed that three underlying dimensions
(distributive, interactive, procedural) of service recovery justice, and two
underlying dimensions (trust and commitment) of relationship quality, and
three underlying dimensions (satisfaction, switching intention, and repurchase
intention) were determined from exploratory factor analyses.
Structural equation modeling was employed to verify research hypothesis.
Research findings revealed that there were significant relationships between
service recovery justice and relationship quality except for the relationship
between distributive and commitment. And there were significant relationships
between service recovery justice and relationship performance except for the
relationship between distributive and all three relationship performance
factors. And implications of these results were examined.