Earticle

초록

영어

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 개인정보
  2.2 공정성 지각
  2.3 서비스 회복
  2.4 관여도
  2.5 고객행동
 3. 연구모형과 가설설정
  3.1 연구모형
  3.2 연구가설
 4. 실증분석
  4.1 자료의 수집 및 일반적인 특성
  4.2 측정항목의 평가
  4.3 상관관계 분석
  4.4 확인요인분석
  4.5 가설의 검정
  4.6 가설검정 결과
 5. 결론 및 시사점
 6. 참고문헌

키워드

저자

• 홍상진 [ Sang-Jin Hong | 경기대학교 경영정보학과 ] 교신저자
• 이수형 [ Soo-Hyoung Lee | 충주대학교 산업경영공학과 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620