Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
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A Study on the Relationship Dissolution between Fashion Product Consumers and Stores

패션상품 소비자의 점포 관계단절에 관한 연구

  • Kim, Eun-Sook (Dept. of Clothing & Textiles, Sookmyung Women's University) ;
  • Lee, Sun-Jae (Dept. of Clothing & Textiles, Sookmyung Women's University)
  • Published : 2009.03.31
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Abstract

The purpose of this study was to understand fashion product consumers' relationship dissolution by considering the characteristics of customer behavior and examining the connection between the main variables. The survey was conducted on 623 women over 20 years old who had experienced relationship dissolution or problems with regular fashion stores in the areas of Seoul and Kyungki in September 2005. The SPSS 12.0 package and Amos program were used to analyze the data. The results of this study were as follows: First, service recovery justice of a fashion store, interactional justice, distributive justice, and procedural justice had effects on encounter satisfaction. Furthermore, encounter satisfaction influenced relationship dissolution behavior, voice, exit, loyalty, neglect via overall satisfaction. Second, there were differences in relationship dissolution behavior according to consumer loyalty and switching costs.

Keywords

References

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