원문정보
The Effect of Interactional Justice Perception on the Customers' Loyalty : The Moderating Effect of Depth of Relationship, Duration of Relationship and Degree of Customization
초록
영어
An equity theory-base contingency study is presented to further our understanding of customer evaluation of the service recovery process. Three contingencies are presented that proposed to influence the relative importance of interactional justice on customer-based of service recovery outcomes. The three contingencies include: depth of relationship, duration of relationship and degree of customization. The study examined the effects of interactional justice perception on the customers' loyalty. With in a total of 250 questionnaires, the study reviewed reliability and fitness of research model and verified total four hypotheses with SPSS program version 19.0. The study resulted that the depth of relationship showed a signigicant influence on customers' loyalty. Also, degree of customization had a positive influence on customer's loyalty. The implications revealed in the study would help establish strategies to enhance customer-based of service recovery outcomes.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 서비스 회복의 중요성
2. 상호관계적 공정성
3. 서비스회복의 상황변수
4. 충성도
Ⅲ. 연구 설계
1. 연구모형 및 가설설정
2. 변수의 조작적 정의
Ⅳ. 실증분석
1. 인구통계학적 특성
2. 신뢰도 및 타당성 검증
Ⅳ. 분석결과
1. 가설 1의 검증
2. 가설 2의 검증
3. 가설 3의 검증
4. 가설 4의 검증
Ⅴ. 결론 및 시사점
참고문헌