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서비스 불평처리의 공정성 지각과 서비스 재이용의도 간의 관계: 서비스 불만내용의 조절효과A Study on the relationship between Perceived Equity in Resolution of Service Complaints and Intention for Service: Moderating Effect on Dissatisfaction of Service
- Other Titles
- A Study on the relationship between Perceived Equity in Resolution of Service Complaints and Intention for Service: Moderating Effect on Dissatisfaction of Service
- Issue Date
- Dec-2003
- Publisher
- 한국항공경영학회
- Citation
- 한국항공경영학회지, v.1, no. 1, pp. 53 - 62
- Journal Title
- 한국항공경영학회지
- Volume
- 1
- Number
- 1
- Start Page
- 53
- End Page
- 62
- ISSN
- 1738-1576
- Abstract
- Service complaints management for dissatisfied customers becomes a major factor to decide customer loyalty. This study proposes to explain how service complaints management effects on customer loyalty based on process-oriented equity and object-oriented equity in equity theory, and to explain how various situation variables such as service type and usage frequency moderates the above effects. The research findings shows that only process-oriented equity effects on intention for service, and only service type moderates the relationship.
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Collections - 문과대학 > 문화관광외식학부 > 1. Journal Articles
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