지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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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.
목차
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참고문헌 (24)
참고문헌 신청
Ahmed, Z. U. / 2002 / Countryof-Origin and Brand Effects on Consumers’ Evaluations of Cruise Lines / International Marketing Review 19 (3) : 279 ~ 302
Aiken, L. S. / 1991 / Multiple Regression: Testing and Interpreting Interactions / Sage
Alvarez, L. S. / 2010 / Analysis of the Role of Complaint Management in the Context of Relationship Marketing / Journal of Marketing Management 27 (1-2) : 143 ~ 164
Bies, R. J. / 2001 / Interactional (in) Justice: The Sacred and the Profane / Advances in organizational justice : 89 ~ 118
Blau, P. M. / 1964 / Exchange and Power in Social Life / Wiley & Sons
Aiken, L. S. / 1991 / Multiple Regression: Testing and Interpreting Interactions / Sage
Alvarez, L. S. / 2010 / Analysis of the Role of Complaint Management in the Context of Relationship Marketing / Journal of Marketing Management 27 (1-2) : 143 ~ 164
Bies, R. J. / 2001 / Interactional (in) Justice: The Sacred and the Profane / Advances in organizational justice : 89 ~ 118
Blau, P. M. / 1964 / Exchange and Power in Social Life / Wiley & Sons
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