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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국국제경영학회 국제경영연구 국제경영연구 제25권 제2호
발행연도
2014.1
수록면
157 - 188 (32page)

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This study empirically tested a conceptual model to comprehend the relationship between customer complaint behavior (CCB) and a probability of continuing a relationship with the firm by focusing on the automobile industry. Further, we examined the moderating effects of perceived justice on complaint management and country of origin (COO) on the relationship. Survey results from 222 domestic automobile consumers and 232 foreign automobile consumers showed that all the three types of CCB, voice, private, and third party response behaviors, had negative effects on the continuing relationship. Also, the negative relationship between voice response behavior and continuing relationship was weaker when consumers’ perceived justice on firm’s complaint management was higher. In addition, there were significant differences between the two consumer groups driving a domestic or foreign car. The negative relationship between private response and continuing relationship was weaker for the consumers driving a foreign car than the ones driving a domestic car. Based on findings, this study provides important theoretical and practical implications on the service marketing field.

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