지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.
목차
등록된 정보가 없습니다.
참고문헌 (51)
참고문헌 신청
안재현 / 2002 / 정보통신 서비스의 실패 요인 : 한국의 텔레콤 서비스시장에서의 실패사례연구 / 한국경영과학회지 27(3):115~133
Berry,L.L / 1991 / Marketing service: Competing through quality / Free Press
Bitner,M.J / 1990 / The service encounter: Diagnosing favorable and unfavorable incidents / Journal of Marketing 54(1):71~84
Blodgett,J.G / 1997 / The effects of distributive, procedural, and interactional justice on postcomplaint behavior / Journal of Retailing 73(2):185~210
Bowen,D.E / 1999 / HRM and service fairness: How being fair with employees spill over to customers / Organizational Dynamics 27(3):7~23
Berry,L.L / 1991 / Marketing service: Competing through quality / Free Press
Bitner,M.J / 1990 / The service encounter: Diagnosing favorable and unfavorable incidents / Journal of Marketing 54(1):71~84
Blodgett,J.G / 1997 / The effects of distributive, procedural, and interactional justice on postcomplaint behavior / Journal of Retailing 73(2):185~210
Bowen,D.E / 1999 / HRM and service fairness: How being fair with employees spill over to customers / Organizational Dynamics 27(3):7~23
이 논문의 저자 정보
최근 본 자료
댓글(0)
0