회복공정성과 만족의 관계에서 관계마케팅 요인의 조절효과

키워드

참고문헌 (62)

1. "서비스회복과정의 지각된 공정성이 점포애호도에 미치는 영향에 관한 연구 백화점을 중심으로" (2004)
2. "외식업체의 서비스 회복시스템을 통한 관계마케팅 전략수립" (2001)
3. "호텔서비스 실패에 대한 회복 공정성과 그 효과" (2003)
4. "실패된 서비스와 회복 만족간의 관계연구 지각된 공정성을 중심으로" (1999)
5. "서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구" (2000)
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59. "Moderating Effect of Relationship Marketing Factors"
60. "The importance of relationship marketing factors be emphasized in the relationship between recovery justice and satisfaction. Because customer relationships provide an important buffer to reduce customer dissatisfactions when service failures occur. So This study investigated how relationship marketing factors affect in between recovery justice and satisfaction. Also investigated relationship between recovery justice and satisfaction."
61. "The results of study are as follows. All of the relationship marketing factors such as customization had a moderation role in the relationship between recovery justice and satisfaction. And it was found that procedural justice and distributive justice of three dimensions of recovery justice which customers perceived in the course of recovery process after a service failure had significant effects on customer satisfaction. Also Distributive justice had the greatest effect followed by interac"
62. "The results of study are as follows. All of the relationship marketing factors such as customization had a moderation role in the relationship between recovery justice and satisfaction. And it was found that procedural justice and distributive justice of three dimensions of recovery justice which customers perceived in the course of recovery process after a service failure had significant effects on customer satisfaction. Also Distributive justice had the greatest effect followed by interac"

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