Earticle

초록

영어

This study investigates the causal relationships among types of service failure, service recovery, customer satisfaction, and loyalty intentions as well as moderating effect of consumer characteristics such as gender using structural equation model in the context of internet shopping. Support is found for a number of hypothesized structural relations. The findings show that most types of service failure negatively on service recovery, and most factors of service recovery influence positively on customer satisfaction as well as customer satisfaction affects positively loyalty intentions. Also, consumer gender mostly moderates the relationship between service recovery and customer satisfaction and the relationship between customer satisfaction and loyalty intentions. Some implications for enhancing the effect of service recovery in internet shopping service are briefly discussed.

목차

Ⅰ. 서론
 Ⅱ. 이론적 배경
 Ⅲ. 연구방법
 Ⅳ. 실증분석
 Ⅴ. 결론
 참고문헌
 Abstract

키워드

저자

• 이명식 [ Myungsik Lee | 상명대학교 경영학부 교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  생산성연구: 국제융합학술지 [Productivity Research: An International Interdisciplinary Journal]

• 간기

  격월간

• pISSN

  1225-3553

• 수록기간

  1987~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 330