서지주요정보
인터넷 쇼핑몰의 불만처리 품질 수준이 웹 소비자의 고객충성도에 미치는 영향에 관한 연구 = A study on the impact of Internet shopping mall’s complaint handling on web customer’s loyalty
서명 / 저자 인터넷 쇼핑몰의 불만처리 품질 수준이 웹 소비자의 고객충성도에 미치는 영향에 관한 연구 = A study on the impact of Internet shopping mall’s complaint handling on web customer’s loyalty / 이창기.
저자명 이창기 ; Lee, Chang-Ki
발행사항 [대전 : 한국과학기술원, 2001].
Online Access 원문보기 원문인쇄

소장정보

등록번호

8012040

소장위치/청구기호

학술문화관(문화관) 보존서고

MGSM 01024

SMS전송

도서상태

이용가능

대출가능

반납예정일

등록번호

9007382

소장위치/청구기호

서울 학위논문 서가

MGSM 01024 c. 2

SMS전송

도서상태

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대출가능

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초록정보

Internet has become a part of daily life of people, and E-commerce is probably the hottest word to most companies nowadays. Many considered Internet as a new profitable distribution channel and created virtual store to sell their product online. Sales quantity of Internet shopping mall business has increased so rapidly for last a few years but its customer service quality remains under par. Web customers who purchase product online often complains to their supplier and get their complains handled satisfactorily and sometimes they do not. It is shown in many research that service failure is critical to customer satisfaction and affects the loyalty of a customer. In this study, the relationship between satisfaction with complaint handling and loyalty of web customer is observed. Additionally, moderating role of web customer’s individual variable is tested. The results support that satisfaction with complaint handling is positively related to loyalty of web customer in Internet shopping mall business and individual variable plays moderating role in the middle. Implication for Internet shopping mall manager and scholars are discussed.

서지기타정보

서지기타정보
청구기호 {MGSM 01024
형태사항 iv, 56, [6] p. : 삽도 ; 26 cm
언어 한국어
일반주기 저자명의 영문표기 : Chang-Ki Lee
지도교수의 한글표기 : 김성희
지도교수의 영문표기 : Soung-Hie Kim
학위논문 학위논문(석사) - 한국과학기술원 : 경영공학전공,
서지주기 참고문헌 : p.54-56
주제 불만처리
웹 소비자
인터넷 쇼핑몰
complaint handling
internet shopping mall
Web customer
service recovery
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