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.
초록· 키워드
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The competition among the firms become fierce and fierce in the Korean ISP industry. In this situation, customer loyalty is the main driver of the company profitability for growth. Major players in the Korean ISP market try to increase their customer loyalty by investing in the improvement of service quality and responses on customer complaints.
In this study, we examine empirically the importance of the responses on customer complaints between customer satisfaction and re-contract intention. The result implies that it is necessary for companies to reconsider the role of the responses on customer complaints among the satisfaction, the re-contract intention and future profitability.
목차
등록된 정보가 없습니다.
참고문헌 (25)
참고문헌 신청
Bearden, W. O. / 1983 / Selected determinants of consumer satisfaction and complaints reports / Journal of Marketing Research 20 : 21 ~ 28
Day, R. L. / 1984 / Modeling choices among alternative responses to dissatisfaction / Advances in Consumer Research 11 : 469 ~ 499
Fornell, C. / 1984 / The vicious circle of consumer complaints / Journal of Marketing 48 : 68 ~ 78
Fornell, C. / 1992 / A national customer satisfaction barometer: The Swedish experience / Journal of Marketing 56 : 6 ~ 21
Gelly, M. C. / 1982 / Post-Purchase consumer processes & The complaining consumer / Journal of Consumer Research 9 : 323 ~ 328
Day, R. L. / 1984 / Modeling choices among alternative responses to dissatisfaction / Advances in Consumer Research 11 : 469 ~ 499
Fornell, C. / 1984 / The vicious circle of consumer complaints / Journal of Marketing 48 : 68 ~ 78
Fornell, C. / 1992 / A national customer satisfaction barometer: The Swedish experience / Journal of Marketing 56 : 6 ~ 21
Gelly, M. C. / 1982 / Post-Purchase consumer processes & The complaining consumer / Journal of Consumer Research 9 : 323 ~ 328
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