The Effects of Perceived Interaction Effort and Service Justiceon Satisfaction with Complaint Handling and Customer Loyaltyin the Internet Fashion Shopping Mall Service Recovery

Ju, Seong-Rae; Chung, Myung-Sun

doi:10.29049/rjcc.2007.15.6.1023

theresearchjournalofthecostumeculture

2007

DOI: 10.29049/rjcc.2007.15.6.1023

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The Effects of Perceived Interaction Effort and Service Justiceon Satisfaction with Complaint Handling and Customer Loyaltyin the Internet Fashion Shopping Mall Service Recovery

Seong-Rae Ju¹,

Myung-Sun Chung²

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Cited by 5 publications

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The Influence of Service Recovery Fairness on Customers' Satisfaction and Intention to Repurchase: Focused on Purchasing Fashion Product at the Open Market and General Internet Shopping Mall

Kim¹,

Chae²,

Hwang³

2014

Fashion business

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The purpose of this study is to classify the service recovery fairness of internet fashion shopping mall depending on the type of shopping mall into 3 levels, and analyze their influence on customers' satisfaction and intention to repurchase. Data were collected from 271 customers who had made a complaint or raised a question about service among the customers, and was analyzed through AMOS 7.0. For hypothesis testing, a research model was set up in the form of structure equation model, and its suitability was investigated. The results of this research can be summarized as follows: First, in relation to the service recovery fairness at internet shopping mall, only the consequential fairness has a meaningful relationship with customer satisfaction. Second, it has been shown that the higher the customers' satisfaction with internet shopping mall, the more positive influence it has on intention to repurchase. Third, it has been shown that the influence of service recovery fairness on customers' satisfaction and intention to repurchase has a meaningful difference depending on the type of internet shopping mall. In other words, it has been shown that customer satisfaction is higher at open market than general internet shopping

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The Influence of Service Recovery Fairness on Customers' Satisfaction and Intention to Repurchase: Focused on Purchasing Fashion Product at the Open Market and General Internet Shopping Mall

Kim¹,

Chae²,

Hwang³

2014

Fashion business

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Antecedents of internet purchasing intention - Impulse buying, market mavenism, online interaction readiness, and online consumer procrastination -

박혜정¹

2017

theresearchjournalofthecostumeculture

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Domestic Research Trends in IT Fashion

Choo¹,

Nam²,

Lee³

et al. 2012

Journal of the Korean Society for Clothing Industry

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: The purpose of this study was to analyze research trends and make suggestions regarding the future of information technology (IT) in the fashion industry. In this study, 437 papers written regarding IT fashion from five major journals published between 2000 and 2011 were examined. The research areas were then organized by subject and keyword, and divided into 16 high-context categories. Two IT fashion maps were constructed, one from a fashion consumer's perspective, and the other based on the fashion industry's supply chain. This study identified important trends in IT fashion such as: 3D scanners, 3D digital renderings of the human form, 3D digital garments, smart garments, mass customization, production automation, online shopping, home shopping, online communities, e-commerce, digital media, virtual reality, e-tail, the digital generation, E-CRM, and education. Data from body scans was collected and applied to production, and research on smart textiles was also carried out. As for IT fashion's service areas, the majority of the research focused on online shopping or online communication. Additionally, research done on avatars and cyber space, and studies on social networking services are shown. The results of this study indicated that a new field of research has opened and that current research has been developing. Also, this study showed what is needed to expand and strengthen IT fashion.

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The Effects of Perceived Interaction Effort and Service Justiceon Satisfaction with Complaint Handling and Customer Loyaltyin the Internet Fashion Shopping Mall Service Recovery

Cited by 5 publications

References 0 publications

The Influence of Service Recovery Fairness on Customers' Satisfaction and Intention to Repurchase: Focused on Purchasing Fashion Product at the Open Market and General Internet Shopping Mall

The Influence of Service Recovery Fairness on Customers' Satisfaction and Intention to Repurchase: Focused on Purchasing Fashion Product at the Open Market and General Internet Shopping Mall

Antecedents of internet purchasing intention - Impulse buying, market mavenism, online interaction readiness, and online consumer procrastination -

Domestic Research Trends in IT Fashion

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