The Research Journal of the Costume Culture (복식문화연구)

The Costume Culture Association (복식문화학회)
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Potential Influence of Expectation-Performance Dis-Confirmation and Perceived Justice for Service Recovery upon Fashion-Product Consumers' Satisfaction and Loyalty

서비스 회복에 대한 기대-성과 불일치와 지각된 공정성이 패션 상품 고객의 만족도 및 충성도에 미치는 영향

  • Shin, Su-Yun (Dept. of Clothing Science, Seoul Women's University) ;
  • Lee, Jung-Im (Dept. of Clothing Science, Seoul Women's University)
  • 신수연 (서울여자대학교 의류학과) ;
  • 이정임 (서울여자대학교 의류학과)
  • Received : 2010.04.14
  • Accepted : 2010.06.18
  • Published : 2010.06.30
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Abstract

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for service-failure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

Keywords

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