Contents
Effects of perceived justice on customer satisfaction and post-purchase behaviors in the service recovery context / 정현영 1
I. Introduction 1
1. Purpose of study 4
2. Research methodology and range 5
II. Literature Review for service recovery 5
1. Researches for the recovery 5
2. Theories applied for the service failure and recovery model construction 7
III. Research model development and hypothesis 14
1. Research model 14
2. Hypothesis 15
IV. Research Methodology 17
1. Questionnaire design 17
2. Sampling frame and data collection 17
V. Hypothesis tests 19
1. Reliability analysis and model fitness test. 19
2. Model building 21
3. Hypothesis test 23
VI. Conclusion 25
Reference 27
Abstract 33