서비스회복 공정성이 고객관계와 관계적 성과에 미치는 영향

• 영문명: The Effect of Service Recovery Justices on Customer Relationships and Relationship Outcomes
• 발행기관: 한국상품학회
• 저자명: 장형섭(Jang Hyung-Sub)
• 간행물 정보: 『상품학연구』제24권 제3호, 199~230쪽, 전체 32쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2006.12.01

영문 초록

  This research examined the effect of service recovery justice on customer relationships and relationship outcomes. It will also show the effect of customer relationships on customer"s word of mouth intention and repurchase intentions. The relation with each concept is examined theoretically and the hypothesis and research models are constructed. 192 customers who had experiences in international air express distribution service failure.
  The research findings are as follows; First, customer"s perceived distributional justice, procedural justice and interactional justice in the effort of service recovery had a positive influence on commitment. But interactional justice did not have a particular influence on the customer satisfaction and procedural justice did not have a particular influence on the trust.
  Second, the degree of repurchase intention and word of mouth intention increased with the level of customer relationships. But trust and customer satisfaction did not have a particular influence on the word of mouth intentions. Third, customer"s perceived justices in the effort of service recovery had a positive influence on repurchase intention. But customer"s perceived justices in the effort of service recovery had not influence on word of mouth intentions.

목차

Ⅰ. 서론
Ⅱ. 이론적 배경과 연구가설
Ⅲ. 조사의 설계
Ⅳ. 분석과 결과
Ⅴ. 결론 및 시사점
참고문헌
Abstract

키워드

service recovery justice trust commitment customer satisfaction repurchase intention word of mouth intention