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http://dx.doi.org/10.5850/JKSCT.2011.35.7.787

A Study on the Service Recovery Justice Perception, Purchase Satisfaction, Positive Word-of-Mouth Intention, and Repurchase Intention of Fashion Consumers according to the Types of Internet Shopping Malls  

Lee, Eun-Jin (Dept. of Clothing & Textiles, Chung-Ang University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.35, no.7, 2011 , pp. 787-800 More about this Journal
Abstract
This study investigated service recovery justice perception, purchase satisfaction, positive word-of- mouth (WOM) intention, and repurchase intention of fashion consumers according to the types of internet shopping malls. A survey was conducted from December 20 in 2010 to January 28 in 2011, and 324 respondents who had complaint with internet shopping malls were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, t-test, ANOVA, and multiple regression analysis. The results of this study were as follows. First, in case of integrated internet shopping malls, the procedure justice influenced the purchase satisfaction and the interaction justice influenced the positive WOM intention. In addition, the distribution justice influenced the repurchase intention of fashion consumers. In the case of an open market, the interaction justice influenced the purchase satisfaction and the distribution justice influenced the positive WOM intention. In case of specialized internet shopping malls, the distribution justice influenced the purchase satisfaction and the interaction justice influenced the repurchase intention. Second, there was a difference in the procedure justice, positive WOM intention, and repurchase intention according to gender.
Keywords
Service recovery justice perception; Purchase satisfaction; Positive word-of-mouth intention; Repurchase intention;
Citations & Related Records
Times Cited By KSCI : 10  (Citation Analysis)
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