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http://dx.doi.org/10.5850/JKSCT.2009.33.3.366

A Study on the Relationship Dissolution between Fashion Product Consumers and Stores  

Kim, Eun-Sook (Dept. of Clothing & Textiles, Sookmyung Women's University)
Lee, Sun-Jae (Dept. of Clothing & Textiles, Sookmyung Women's University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.33, no.3, 2009 , pp. 366-378 More about this Journal
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
Relationship dissolution; Service recovery justice; Consumer loyalty; Switching costs;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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