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[학술저널]

  • 학술저널

김종욱(중부대학교) 이은진(중앙대학교)

초록

This study was to analyze the effects of the service recovery justice and authenticity of internet shopping mall on the empathy and forgiveness of fashion consumers. Also, this study was to analyze the effects of the empathy about service recovery effort of internet shopping mall on forgiveness of fashion consumers. The survey was conducted among fashion consumers who have experienced uncomfortable and negative emotions in the internet shopping mall, and 490 responses were used in the data analysis. The data were analyzed by frequency analysis, factor analysis, reliability analysis, and regression analysis using SPSS statistics program. As a result, service recovery justice of internet shopping mall was composed of distribution justice, interaction justice and procedure justice. Service recovery authenticity was composed of truthfulness, reliability, consistency and purity, and empathy was composed of cognitive empathy and emotional empathy. The distribution justice and interaction justice of internet shopping mall positively effected the empathy and forgiveness of fashion consumers. And all factors (truthfulness, reliability, consistency, purity) of service recovery authenticity positively effected the empathy of fashion consumers. The truthfulness, reliability, consistency of service recovery authenticity positively effected the forgiveness of fashion consumers. In addition, the cognitive and emotional empathy on service recovery effort of internet shopping mall positively effected forgiveness of fashion consumers. The results of this study will be useful data to establish service recovery strategy of internet shopping mall.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구 방법
Ⅳ. 연구 결과
Ⅴ. 결론 및 제언
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