Journal of the Korean Society for Information Management 2023 KCI Impact Factor : 1.31
-
pISSN : 1013-0799 / eISSN : 2586-2073
- https://journal.kci.go.kr/kosim
KJCKorea
Journal Central
A Study on the Influence of the Recovery Methods of Information Service Failure on Online User Justice and Satisfaction
- Journal of the Korean Society for Information Management
- Abbr : JKOSIM
- 2013, 30(2), pp.35~59
- DOI : 10.3743/KOSIM.2013.30.2.035
- Publisher : 한국정보관리학회
- Research Area : Interdisciplinary Studies > Library and Information Science
- Received : May 11, 2013
- Accepted : June 26, 2013
- Published : June 30, 2013
1경남대학교
Accredited
ABSTRACT
The aim of this study is to investigate the role of information service failure severity within existing framework of service recovery justice research and analyse the effects of the attribution of service recoveries on recovered user satisfaction and revisit.
For empirical analysis, A total of 452 valid questionnaires were used to analyse the data gathered from university students who experienced the information service failures of university library. Some findings of the research are as follows: First, service failure severity has negative effect on service recovery justice. Second, procedural and interactional recovery justice has positive effect on recovered user satisfaction. Third, service recovery justice has significant influence on procedural and interactional justice. Finally, recovered user satisfaction has positive effect on user revisit and mouth of word.
Statistics
-
184 Viewed
-
147 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
김달식
/ 2005
/
The Study on Digital Reference Services of University Libraries in Korea
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
36(2)
: 241~262
[journal]
김성호
/ 2007
/
Influence of Counterfactual Thinking on Customer Responses in Service Failures
/ 마케팅연구
/ 한국마케팅학회
22(1)
: 45~58
[journal]
김수경
/ 2004
/
Relationships Between Hotel's Justice Procedure and Customer's Complaints - Focused on Hotel Industry -
/ 관광연구
/ 대한관광경영학회
19(2)
: 147~161
[journal]
김승남
/ 2001
/ 인터넷 비즈니스 e-만족 영향요인에 관한 연구
/ 산업경제연구
14(4)
: 63~78
[journal]
김학윤
/ 2008
/
The Effect of Justice on Perceived Relational Performance and Sales Dependence
/ 대한경영학회지
/ 대한경영학회
21(3)
: 1059~1076
[journal]
박경도
/ 2006
/
Dissatisfaction, Trust, Commitment, and Repurchasing Intention of Internet Shopping Mall: The Moderating Effect of Perceived Equity to Complaint Handling
/ 유통연구
/ 한국유통학회
11(2)
: 59~78
[journal]
박대환
/ 2006
/
A Study on Building of Service Recovery System in the Food Service Industry
/ 관광레저연구
/ (사)한국관광레저학회
18(2)
: 117~132
[journal]
박대섭
/ 2009
/
A study on family restaurant's service recovery and customers' perceived justice: Focused on collegians in seoul
/ 외식경영연구
/ 한국외식경영학회
12(2)
: 75~90
[journal]
박민정
/ 2009
/
Service Failure and Service Recovery Experienced by Online Apparel Shoppers
/ Family and Environment Research
/ 대한가정학회
47(7)
: 73~82
[journal]
박준식
/ 2005
/
Cooperative System for Virtual Reference Shelves of the University Libraries
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
36(4)
: 5~25
[journal]
서희정
/ 2006
/
스포츠센터의 서비스 공정성, 고객만족, 고객신뢰, 고객몰입 그리고 충성도의 관계
/ 한국스포츠산업경영학회지
/ 한국스포츠산업경영학회
11(4)
: 163~176
[journal]
이성신
/ 2011
/
Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
42(3)
: 251~270
[journal]
이유재
/ 2004
/
The Effects of Service Justice on Customer Badness Behavior - Mediating Roles of Negative Affectivity and Customer Commitment -
/ 마케팅연구
/ 한국마케팅학회
19(4)
: 185~210
[journal]
이정실
/ 2010
/
The Mediating Effect of Trust, Satisfaction and Guest Commitment on the Service Justice and Behavioral Intention according to Service Failure
/ 관광레저연구
/ (사)한국관광레저학회
22(3)
: 117~135
[journal]
임두규
/ 2008
/
The Effects of Perceived Justice on Customer Satisfaction, Trust and Loyalty - Focused on Family Restaurant Service-
/ 호텔경영학연구
/ 한국호텔외식경영학회
17(4)
: 1~20
[journal]
장병주
/ 2005
/
A Study on the Influence of Service Guarantees of Hotel Enterprise on Perceived Risk and Customer Satisfaction
/ 관광연구
/ 대한관광경영학회
19(3)
: 10~181
[journal]
장형섭
/ 2007
/
기업의 서비스회복 노력에 대한 고객의 지각된 공정성과 구매후 행동과의 관계
/ 서비스경영학회지
/ 한국서비스경영학회
8(1)
: 3~31
[journal]
전우혁
/ 2010
/
A Study on The Effects of The Service Failure, Service Recovery Fairness, Customer Satisfaction and Customer Loyalty in The Hotel Service Encounter
/ 관광레저연구
/ (사)한국관광레저학회
22(2)
: 207~224
[journal]
정기은
/ 2003
/ 서비스 불평처리의 공정성 지각과 서비스 재이용의도 간의 관계. 서비스 불만내용의 조절효과
/ 한국항공경영학회지
1(1)
: 53~62
[journal]
정삼술
/ 2007
/
The Effect of Hotel Service Recovery on Service Result
/ 관광연구저널
/ 한국관광연구학회
21(1)
: 359~371
[journal]
정우진
/ 2008
/
Impact of the Perception of Service Impartiality on Customer Reliability and Behavioral Intention in Golf Practice Range Users
/ 한국사회체육학회지
/ 한국사회체육학회
33(33)
: 191~200
[journal]
정현영
/ 2000
/ 서비스회복이 고객만족과 행동의도에 미치는 영향에 관한 연구
/ 공주영상정보대학 논문집
7
: 169~201
[journal]
조경식
/ 2009
/
지역복지서비스에 대한 고객들의 공정성 지각이 고객만족 및 재이용 의도에 미치는 영향
/ 한국공공관리학보
/ 한국공공관리학회
23(1)
: 115~149
[journal]
최주호
/ 2003
/
Interrelationships among Perceived Service Quality, CustomerAttitudes, Satisfaction and Revisit Intention in Hotel Service Encounters
/ 관광레저연구
/ (사)한국관광레저학회
15(2)
: 59~77
[journal]
황지현
/ 2007
/
The Influence of Service Equity, Customer Satisfaction andLoyalty to Purchase Behavior in Sports-Center
/ 한국사회체육학회지
/ 한국사회체육학회
30(0)
: 407~419
[journal]
Adams, J. S.
/ 1963
/ Toward an understanding of inequity
/ Journal of Abnormal and Social Psychology
67(5)
: 422~436
[journal]
Alexander, S.
/ 1987
/ The role of procedural and distributive justice in organizational behavior
/ Social Justice Research
1(1)
: 10~21
[journal]
Andreassen, T. W.
/ 2000
/ Antecedents to satisfaction with service recovery
/ European Journal of Marketing
34(1)
: 156~175
[journal]
Auh, S.
/ 2005
/ Compatibility effects in evaluations of satisfaction and loyalty
/ Journal of Economic Psychology
26(1)
: 35~57
[journal]
Bell, C. R.
/ 1987
/ Service breakdown : The road to recovery
/ Management Review
76(10)
: 32~35
[journal]
Blodgett, J. G.
/ 1997
/ The effects of distributive, procedural, and interactional justice on postcomplaint behavior
/ Journal of Retailing
73(2)
: 185~210
[journal]
Bowen, A. K.
/ 1999
/ A model of customer satisfaction with service encounters involving failure and recovery
/ Journal of Marketing Research
36(3)
: 123~137
[journal]
Chebat, J. C.
/ 2005
/ How emotions mediate the effects of perceived justice on loyalty in service recovery situations : An empirical study
/ Journal of Business Research
58(5)
: 664~673
[journal]
Churchill, G. A. Jr.
/ 1981
/ An investigation into the determinants of customer satisfaction
/ Journal of Marketing Research
19(4)
: 491~504
[book]
Clemmer, E. C.
/ 1996
/ Managing customer dissatisfaction with waiting : Appling social-psychological, theory in a service setting in advance services marketing and management(2nd ed.)
/ JAI Press
[journal]
Collier, J. E.
/ 2006
/ Measuring service quality in e-retailing
/ Journal of Service Research
8(3)
: 260~275
[web]
Dollah, W. Ab. K. W.
/ 2005
/ Digital reference services in academic libraries
/ http://www.lib.usm.my/elmu-equip/conference/Documents/ICOL%202005%20Paper%207%20Wan%20Abdul%20Kadir%20&%20Diljit%20Singh.pdf
[journal]
Fisk, R. P.
/ 1993
/ Tracking the evolution of the services marketing literature
/ Journal of Retailing
69(1)
: 61~104
[journal]
Gilly, C.
/ 1982
/ Post-purchase consumer processes and the complaining consumer
/ Journal of Consumer Research
9(1)
: 323~328
[journal]
Goodwin, C.
/ 1992
/ Consumer responses to service failures : Influence of procedural and international fairness perceptions
/ Journal of Business Research
25(2)
: 149~163
[journal]
Grönroos, C.
/ 1988
/ Service quality : The six criteria of good perceived quality
/ Review of Business
9
: 10~13
[journal]
Halstead, D.
/ 1996
/ Comparing objective service failures and subjective complaints : An investigation of domino and halo effects
/ Journal of Business Research
36
: 107~115
[journal]
Harris, K. E.
/ 2006
/ Consumer responses to service recovery strategies : The moderating role of online versus offline environment
/ Journal of Business Research
59(4)
: 425~431
[journal]
Hart, C. W. L.
/ 1990
/ The profitable art of service recovery
/ Harvard Business Review
: 148~156
[journal]
Hoffman, K. D.
/ 1995
/ Tracking service failures and employee recovery efforts
/ Journal of Service Marketing
9(2)
: 49~61
[journal]
Homburg, C.
/ 2005
/ How organizational complaint handling drive customer loyalty : An analysis of the mechanistic and organic approach
/ Journal of Marketing
69(3)
: 95~114
[journal]
Johnston, R.
/ 1995
/ The determinations of service quality : Satisfiers and dissatisfiers
/ International Journal of Service Industry Management
6(5)
: 53~71
[journal]
Karatepe, O.
/ 2006
/ Consumer complaints and organizational responses : The effects of complaints' perceptions of justice on satisfaction and loyalty
/ International Journal of Hospitality and Management
25(1)
: 69~90
[journal]
Kelley, S.
/ 1994
/ Antecedents to customer expectations for service recovery
/ Journal of the Academy of Marketing Science
22(1)
: 52~61
[book]
Kotler P.
/ 1999
/ Marketing for hospitality and tourism (2nd ed)
/ Prentice- Hall
[journal]
Neale, L.
/ 2007
/ Perceived justice and email service recovery
/ Australsian Marketing Journal
15(3)
: 5~20
[journal]
Mattila, A. S.
/ 2001
/ The effectiveness of service recovery in a multi-industry setting
/ Journal of Services Marketing
15(7)
: 583~596
[journal]
Maxham III, J.
/ 2002
/ Modeling customer perceptions of complaint handling over time : The effects of perceived justice on satisfaction and intent
/ Journal of Retailing
78(4)
: 239~252
[journal]
McCollough, M.
/ 2000
/ An empirical investigation of customer satisfaction after service failure and recovery
/ Journal of Service Research
3(2)
: 121~137
[journal]
Miller, J. L.
/ 2000
/ Service recovery : A framework and empirical investigation
/ Journal of Operations Management
18(4)
: 387~400
[journal]
Oliver, R. L.
/ 1981
/ Measurement and evaluation of satisfaction process in retailing setting
/ Journal of Retailing
57(3)
: 25~48
[journal]
Oliver R. L.
/ 1988
/ Response determinants in satisfaction judgement
/ Journal of Consumer Research
14(4)
: 495~507
[journal]
Parasuraman, A.
/ 1988
/ SERVQUAL. A multi-item scale for measuring consumer perceptions of service quality
/ Journal of Retailing
64(1)
: 12~40
[journal]
Ruyter, de K.
/ 1999
/ Customer equity considerations in service recovery : A cross-industry perspective
/ Journal of Service Management
11(1)
: 91~108
[journal]
Smith, A. K.
/ 1999
/ A model of customer satisfaction with service encounters involving failure and recovery
/ Journal of Marketing Research
36(3)
: 356~372
[journal]
Sparks, B. A.
/ 2001
/ Justice strategy options for increased customer satisfaction in a services recovery setting
/ Journal of Business Research
54(3)
: 209~218
[journal]
Stank, T. P.
/ 1999
/ Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry
/ Journal of Operations Management
17(4)
: 429~447
[journal]
Tax. S. S.
/ 1998
/ Customer evaluation of service complaint experiences : Implications for relationship marketing
/ Journal of Marketing
62(2)
: 60~76
[journal]
Tyler, T. R.
/ 1994
/ Psychological models of the justice motive : Antecedents of distributive and procedural justice
/ Journal of Personality and Social Psychology
67(5)
: 850~863
[journal]
Wang, Y. S.
/ 2011
/ The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing
/ International Journal of Information Management
31(4)
: 350~359
[thesis]
Weun, S.
/ 1997
/ Service failure and service recovery: Impacts on new customer relationships
/ 박사
/ University of Alabama
[journal]
Weun, S. G.
/ 2004
/ Impact of service failure severity on service recovery evaluations and post-recovery relationships
/ Journal of Service Marketing
18(2)
: 133~146
[journal]
Yi, Y.
/ 2005
/ An empirical study on the customer responses to service recovery in the context of service failure
/ Seoul Journal of Business
11(1)
: 1~17
[journal]
Yoon, Y. S.
/ 2005
/ An examination of the effects of motivation and satisfaction on destination loyalty: A structural model
/ Tourism Management
26(1)
: 45~56