Service Justice and Mediating Effect of Service Authenticity in Service Recovery Situation

????????? ????????? ????????? ????????? ????????? ??? ?????? ???????????? ????????? ???????????? ?????? ?????? ????????? ????????? ?????? ???????????? ???????????? ????????? ???????????? ????????? ?????????????????? ????????? ????????? ??????. ??? ??????????????? Ellis ABC????????? ??????????????? ???????????? ?????? ????????????????????? ???????????? ????????? ???????????? ????????? ????????? ????????? ????????? ????????? ????????? ???????????? ??????????????? ??????????????? ??????????????? ?????????. ??? ????????? ????????? ?????? ????????? ????????? ?????? ??? ????????? ????????? ?????? ???, ??? ?????? ????????? ???????????? 20???~50??? ??????????????? ???????????? ???????????? ???????????? ????????? ????????? ??????????????? ?????????????????? ??? 239?????? ???????????????. ??? ????????? ????????? ?????? 3????????? ??????, ????????? ?????? ???????????? ??????????????????(?????????, ?????????. ????????????)??? ????????? ????????? 3?????? ??????(?????????; ??????, ??????, ??????/?????????; ??????, ??????,????????????/?????????; ??????, ??????, ?????????)?????? ????????? ??????????????? ????????? ??????????????? ??????????????? ??????. ??????, ??????????????? ???????????? ????????? ???????????? ????????? ????????? 3?????? ???????????? ????????? ??????????????? ????????? ??????????????? ??????????????? ?????????. ??????????????? ????????? ???????????? ????????? ???????????? ????????? ????????? ????????? ???????????? ???????????? ??????????????? ?????? ????????? ?????????. ???????????? ???????????? ??????, ????????? ?????????(?????????, ?????????, ????????????)??? ????????? ???????????? ???????????? ??????????????? ????????? ????????? ???????????????. ??????, ????????? ???????????? ????????? ????????????(?????????, ?????????, ?????????)??? ???????????? ??????????????? ????????????. ???????????????, ????????? ???????????? ?????????????????? ????????? ?????????????????? ????????? ????????? ??????????????? ?????? ??????????????? ?????????, ????????? ?????? ??????????????? ???????????? ????????? ?????? ??? ??? ???????????? ???????????????????????? ????????? ????????? ????????? ????????? ??????????????? ?????? ?????? ????????? ????????????. ??????????????? ??? ??????????????? ???????????? ??????????????? ???????????? ????????? ????????? ???????????? ??????????????? ?????????. Service employee's ability to solve the problem is playing critical role to reduce negative emotion from the context of service failure. Based on the Ellis ABC theory and cognitive model, this paper reports the results from the survey consisting of 239 customers who have experienced service recovery after failure. The objective of this paper is to examine the effects of such constructs as service justices, service authenticity, and negative emotion. This study attempts to investigate the direct effects of service justices(distributive, procedural, interaction) and service authenticity on negative emotion (internal, external, situational). Also, this study tried to analyze the mediator effect of service authenticity between service justices and negative emotion in the context of service failure recovery. The study results suggest that there is positive effect relationship between service justices and service authenticity and, service authenticity has positive effect on the reduction of negative emotion. Finally, this result suggests that service authenticity fully mediates the relation to distribution justice and interaction justice, except for procedural justice and it partly mediates relation to the reduction of external negative emotion. Also, it fully mediates the causal relationship between interaction justice and internal???external negative emotion. Some managerial implications and the limitations of the study results were also discussed