전자제품 서비스센터의 서비스 혁신성이 소비자의 재구매의도에 미치는 영향

• 영문명: The Effect of Service Innovativeness of IT Service Centers: Mediating Role of Behavior Intention
• 발행기관: 한국유통과학회
• 저자명: 김소형(So-Hyung Kim) 강민정(Min-Jeong Kang)
• 간행물 정보: 『유통과학연구(JDS)』제11권 제10호, 17~25쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2013.10.30

영문 초록

Purpose - This study analyzes the effect of customers’ perceived service innovativeness of service centers for electronic goods, on repurchase intentions of customers, using behavior intentions of service centers as a mediator variable. In customer management and customer relationship marketing, service centers can be the most representative customer relationship management departments because they are most closely placed at the interface with customers. In addition, this study intends to investigate if continuous relationship with customers during one-time product-selling can affect their repurchase intentions. Specifically, this research aims to investigate if the expansion of the saturated physical market of the manufacturing business, to intangible service markets, can be competitive enough to satisfy customer needs. Research design, data, and methodology - This study targets college students, and especially those who have computers, digital cameras, or cell-phones, and often use electronic products and services. In order to investigate our hypothesis, we analyzed dates through SEM (structural equation modeling) using SPSS for Windows 18.0 and AMOS 18.0. In addition, we measured Cronbach’s α coefficient using SPSS for Windows18.0 in order to measure reliability. Further, using AMOS 18.0, this research statistically measured convergent validity as well as discriminant validity, and examined mediation models and path models in which service innovativeness leads to customers’ repurchase intentions of electronic products. Results - As a result, this research shows that customers’ perceived service innovativeness of service centers for electronic goods has significant positive influence on customers’ behavior intentions of service centers. In addition, service innovativeness of electronic goods’ service centers also has significant positive influence on repurchase intentions of customers. Conclusion - This study investigates the effect of customers’ pos

목차

Abstract

1. 서론

2. 이론적 배경

3. 연구의 모형 및 연구 가설

4. 실증 분석

5. 결론

References

키워드

Service Innovativeness Customers’ Behavior Intention of Service Center Repurchase Intention Mediator