상호관계적 공정성이 고객충성도에 미치는 영향

• 영문명: The Effect of Interactional Justice Perception on the Customers' Loyalty: The Moderating Effect of Depth of Relationship, Duration of Relationship and Degree of Customization
• 발행기관: 관광경영학회
• 저자명: 정혜란
• 간행물 정보: 『관광경영연구』제16권 제3호, 317~340쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

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

Ⅲ. 연구 설계

Ⅳ. 실증분석

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

interactional justices service recovery customers' loyalty depth of relationship duration of relationship degree of customization