지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2013.1
- 수록면
- 753 - 762 (10page)
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This study identifies meaningful factors that influence relationship switching intention and multi-channel use intention for department store customers. Two types of commitment (affective and calculative commitment) are proposed as mediators between satisfaction and behavioral intention. A web-based survey collected fashion product data from consumers who had a relationship with a department store. A total of 150 responses were analyzed by frequency analysis and reliability analysis, CFA, and SEM analysis with SPSS 18.0 and AMOS 18.0. Department store attributes were composed of four factors (product, salespersons, facilities and place, and price and promotion). Department store satisfaction was specified as a second order latent construct which was reflected in the satisfaction with the four department store attributes. Department store satisfaction had a significant negative influence on calculative commitment and a positive effect on affective commitment. Calculative commitment affected switching intention and affective commitment determined multichannel use intention. This study has implications for retail marketers that target fashion consumers and academics who research consumer behavior in retail settings. The most important result is that the affective commitment and the calculative commitment serve different functions. Department store managers need to make an increased effort to instigate an affective customer commitment in order to reduce switching intention.
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참고문헌 (27)
참고문헌 신청
[학술지(정기간
Allen, N. J. / 1990 / The measurement and antecedents of affective, continuance and normative commitment to the organization / Journal of Occupational Psychology 63 (1) : 1 ~
Anderson, E. W. / 1992 / The use of pledges to build and sustain commitment in distribution channels / Journal of Marketing Research 29 (1) : 18 ~ 34
Bansal, H. S. / 2004 / A three component model of customer commitment to service providers / Journal of Academy of Marketing Science 32 (3) : 234 ~ 250
Bearden, W. O. / 1983 / Selected determinants of consumer satisfaction and complaint reports / Journal of Marketing Research 20 (1) : 21 ~ 28
Allen, N. J. / 1990 / The measurement and antecedents of affective, continuance and normative commitment to the organization / Journal of Occupational Psychology 63 (1) : 1 ~
Anderson, E. W. / 1992 / The use of pledges to build and sustain commitment in distribution channels / Journal of Marketing Research 29 (1) : 18 ~ 34
Bansal, H. S. / 2004 / A three component model of customer commitment to service providers / Journal of Academy of Marketing Science 32 (3) : 234 ~ 250
Bearden, W. O. / 1983 / Selected determinants of consumer satisfaction and complaint reports / Journal of Marketing Research 20 (1) : 21 ~ 28
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