Effects of perceived justice on customer satisfaction and post-purchase behaviors in the service recovery context

• 영문명: Effects of perceived justice on customer satisfaction and post-purchase behaviors in the service recovery context
• 발행기관: 한국관광서비스학회
• 저자명: Chung Hyun Young
• 간행물 정보: 『관광서비스연구』관광서비스연구 제1권 제1호, 261~293쪽, 전체 33쪽
• 주제분류: 사회과학 > 사회과학일반
• 파일형태: PDF
• 발행일자: 2001.10.01

영문 초록

Service is one of the most substantial factors for consumers to decide where to purchase what they need. It is also true for consumers buying their needs from a generic firm as well as a service firm whose mam purpose of business is delivering serVIce rather than tangible goods. Generating new consumers is very critical for firms to survIve. In spite of maximum efforts, most firms encounter difficulties in drawing new customers because the market is limited and fully saturated. Therefore, retaining old consumers, by making them loyal customers, will be a better strategy for firms. Loyal customers satisfied with goods and services from a firm tend to form a good relationship with the firm and purchase more and frequently from it. Good relationship is formed when a firm deliver services without failure, and delivering services without failure is hard to accomplish because service has its peculiar aspectsll in nature. If service failure is inevitable, service recovery for the failure will become a major determinant in customer satisfaction.

목차

I. Introduction

1. Purpose of study

2. Research methodology and range

II. Literature Review for service recovery

l. Researches for the recovery

2. Theories applied for the service failure and recovery model construction

III. Research model development and hypothesis

1. Research model

2. Hypothesis

IV. Research Methodology

1. Questionnaire design

2. Sampling frame and data collection

V. Hypothesis tests

1. Reliability analysis and model fitness test.

2. Model building

3. Hypothesis test

VI. Conclusion

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