项目来源

韩国国家研究基金(NRF)

项目主持人

최훈

项目受资助机构

부산가톨릭대학교

项目编号

2011-332-B00097

立项年度

2011

立项时间

未公开

研究期限

未知 / 未知

项目级别

国家级

受资助金额

未知

学科

사회과학

学科代码

未公开

基金类别

人文社科-SD-Research

서비스품질 ; 서비스 유형유희적 서비스 ; 실용적 서비스 ; 상호작용공정성 ; 공정성보상적공정성 ; 고객충성도 ; 신뢰회복 ; 절차적공정성 ; 사용품질시스템 품질 ; 정보품질 ; 보상적 공정성 ; 서비스 품질 ; information quality ; Justicedistributed justice ; loyalty ; service typehedonic service ; utilitarian service ; Recovering Trust ; qualitysystem quality ; trust ; interactional justice ; service quality ; procedural justice

参与者

최훈

参与机构

未公开

项目标书摘要：Research Summary:This research suggested an trust recovery process model after failure of service in smartphone applications.This article addressed this issues by analysing scenarios.The 487 sets of data collected from 247 utilitarian and 240 hedonic applications,were tested against the model using PLS 2.0.The results of this study are as follows.First,procedural justice and interpersonal justice had an effect on trust,second,trust had an effect on the all quality(system,information,service quality).Third,information quality and service quality had an effect on the customer loyalty.Finally,service type had moderate effect on the relationship between perceived justice and quality.

Application Abstract: Research Summary:This research suggested an trust recovery process model after failure of service in smartphone applications.This article addressed this issues by analysing scenarios.The 487 sets of data collected from 247 utilitarian and 240 hedonic applications,were tested against the model using PLS 2.0.The results of this study are as follows.First,procedural justice and interpersonal justice had an effect on trust,second,trust had an effect on the all quality(system,information,service quality).Third,information quality and service quality had an effect on the customer loyalty.Finally,service type had moderate effect on the relationship between perceived justice and quality.