Journal of Korea Society of Industrial Information Systems (한국산업정보학회논문지)

Korea Society of Industrial Information Systems (한국산업정보학회)
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The Importance of Interactions in Second-Hand Trading Platforms: The Moderating Effect of Dispute Resolution Policy

중고거래 플랫폼에서 상호작용성의 중요성: 분쟁 해결 정책의 조절 효과

  • Received : 2025.02.28
  • Accepted : 2025.03.23
  • Published : 2025.04.30
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Abstract

Recently, second-hand trading platforms, which facilitate the reasonable trading of personally owned products, have garnered market attention not merely as product trading channels but as evolving service models that enable interaction between individuals. This study aims to elucidate the service mechanism of a second-hand trading platform to support safe transactions through the enhancement of consumer interaction. Accordingly, the study proposes a structural model for promoting transaction activities based on interaction, psychological safety, and dispute resolution policy. We targeted adults with transaction experience on second-hand trading platforms and applied 341 samples, secured through a survey, for hypothesis testing. The test results indicated a connection between interactions with the platform and sellers and transaction intentions, mediated by psychological safety. Additionally, the platform's dispute resolution policy exerted a moderating effect on both interactions and psychological safety, thereby reinforcing consumers' transaction intentions. Our findings contribute to establishing a platform's customized service strategy by underscoring the importance of platform interaction support and personalized policies.

최근 개인이 소유한 제품을 합리적으로 거래하기 위한 중고거래 플랫폼이 시장의 관심을 받고 있다. 중고거래 플랫폼은 단순히 제품 거래 통로 역할만 하는 것이 아닌, 이용자 간의 상호작용할 수 있는 서비스 모델로 변화하고 있다. 본 연구의 목적은 소비자의 상호작용 강화를 통해 안전한 거래를 지원하기 위한 중고거래 플랫폼의 서비스 메커니즘을 밝히는 것이다. 이에, 연구는 상호작용성, 심리적 안전, 그리고 분쟁 해결 정책을 기반으로 거래 활동 증진에 대한 구조 모델을 제안하였다. 본 연구는 중고거래 플랫폼에서 거래 경험이 있는 성인을 연구 대상으로 설정하였으며, 설문을 통해 확보한 341건의 표본을 가설 검정에 적용하였다. 가설 검정 결과, 플랫폼 및 판매자와의 상호작용성들이 심리적 안전을 통해 거래 의도로 연결되는 것을 확인하였다. 더불어, 플랫폼의 분쟁 해결 정책이 상호작용성과 심리적 안전과 각각 조절 효과를 가져 소비자의 거래 의도 강화에 도움을 주는 것을 확인하였다. 연구 결과는 플랫폼의 상호작용 지원과 맞춤형 정책의 중요성을 제언함으로써, 플랫폼의 맞춤형 서비스 전략 수립에 기여한다.

Keywords

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