Journal of the Korea Safety Management & Science (대한안전경영과학회지)

Korea Safety Management & Science (대한안전경영과학회)
권호 표지

The Effect of Services Recovery Effort on Continuous Use Intention of Internet User -Focusing Mainly on Personal Information Security Exposur-

서비스회복노력이 인터넷이용자의 지속적 이용의도에 미치는 영향 - 개인정보유출을 중심으로 -

  • 홍상진 (경기대학교 경영정보학과) ;
  • 이수형 (충주대학교 산업경영공학과)
  • Received : 2010.04.20
  • Accepted : 2010.06.09
  • Published : 2010.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.

Keywords

References

  1. 김근우, "호텔종사원의 공정성지각과 조직유효성간의 연구," 관광학연구, 30(2006) : 171-191.
  2. 민혜선, "서비스 실패의 심각성과 통제성이 공정성 지각과 신뢰성 및 충성도에 미치는 영향 : 패밀리레스토랑을중심으로," 외식경영연구, 11(2007) : 310-322
  3. 박명호, "고객만족개념의 재정립," 한국마케팅저널, 1(1999): 125-150.
  4. 이명천, "ELM 연구의 한국적 특성에 관한 고찰," 광고학연구, 10(1999) : 151-168.
  5. 이창욱, "호텔기업 연봉제 시행의 공정성 지각과 조직몰입의 관계에 관한 연구," 경기대학교 대학원, 박사학위논문, 2006
  6. 조영신, "공정성 지각을 통한 항공사 서비스 실패의 회복 후 만족과 전환의도에 관한 연구," 동국대학교 대학원 박사학위 논문, 2007
  7. Bitner, M. J., B. H. Bernard and S. T. Mary, "The Service Encounter: Diagnosing Favorable and Unfavorable Incidents," Journal of Marketing,54(1990) : 71-84. https://doi.org/10.2307/1252174
  8. Gronroos, C, "Relationship Approach to the Marketing in Service Context: The Marketing and Organizational Behavior Interface," Journal of Business Research, 20(1990) : 3-11. https://doi.org/10.1016/0148-2963(90)90037-E
  9. Cronin, J. J and S. A. Taylor, "SERVPERF versus SERVQUAL : Reconciling Performance Based and Perceptions-Minus-Expectations Measurement of Service Quality," Journal of Marketing, 58 (1994) : 128-129.
  10. Goodwin, C and I. Ross, "Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions," Journal of Business Research, 25(1992) : 149-163. https://doi.org/10.1016/0148-2963(92)90014-3
  11. Hocutt, M. A and H. S. Thomas, "The Impact of Employee Empowerment on the Quality of Service Recovery Effort," Journal of Quality Management, 3(1998) : 118-119.
  12. Oliver, R. L, "Measurement and Evaluation of Satisfaction Process in Retail Setting," Journal of Retailing, 57(1981) : 30-31.
  13. Smith, A. K., R. N. Bolton and J. Wagner, "A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery," Journal of Marketing Research, 36(1999) : 356-372. https://doi.org/10.2307/3152082