한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2006년도 추계 학술대회
- /
- Pages.267-274
- /
- 2006
인터넷 쇼핑몰에서의 서비스회복전략
Service Recovery Strategies in Internet Shopping Mall
초록
This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies(apology, value added, speed of recovery, empowerment) impact on the customer satisfaction and customer loyalty with SEM(Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.