Earticle

초록

영어

This study examined the effects of consumers' perceptions and expectations about refund on consumers' behavior to refund and its outcome. Major results of this study could be summarized as follows. First, consumers' perceptions and expectations about refund were higher in the case of defective products. However, consumers' behavior to refund were generally passive resulting in the low chance of refund. When there was no defects in product, consumers perceptions and expectations for refund were generally lower resulting in passive and the low chance of refund. Second, when there was defects in product, both consumers' perceptions and expectation tot refund influenced their active behaviors for refund, but not in the successful outcome. In contrast, when there was no defect, those two variables impacted on the behaviors for refund positively In addition, the more active those behaviors requesting for refunds were, the more successful outcome in refund request.

목차

Abstract
 I. 서론
 II. 관련 연구 고찰
  1. 환불의 개념 및 기능
  2. 환불 관련 법적 규정
  3. 우리나라의 환불제도 실시 현황
 III. 연구방법
 IV. 연구결과 및 분석
  1. 조사대상자의 특성
  2. 환불요구 장소에 따른 소비자의 환불요구행동 차이 조사
  3. 환불 필요성, 환불 성공기대감이 환불요구 결과에 미치는 효과
 V. 결론 및 제언
 참고문헌

키워드

저자

• 허경옥 [ Kyungok Huh | 성신여자대학교 가족문화소비자학과 부교수, 대표저자, 연결저자(Corresponding Author) ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  가족자원경영과 정책(구 한국가족자원경영학회지) [Journal of Family Resource Management and Policy Review]

• 간기

  계간

• pISSN

  1738-0391

• eISSN

  2713-9662

• 수록기간

  1997~2026

• 등재여부

  KCI 등재

• 십진분류

  KDC 590 DDC 640