DC Field | Value | Language |
---|---|---|
dc.contributor.advisor | Kim, Song-Hie | - |
dc.contributor.advisor | 김성희 | - |
dc.contributor.author | Kim, Chul-Min | - |
dc.contributor.author | 김철민 | - |
dc.date.accessioned | 2011-12-27T04:19:35Z | - |
dc.date.available | 2011-12-27T04:19:35Z | - |
dc.date.issued | 2003 | - |
dc.identifier.uri | http://library.kaist.ac.kr/search/detail/view.do?bibCtrlNo=181191&flag=dissertation | - |
dc.identifier.uri | http://hdl.handle.net/10203/53394 | - |
dc.description | 학위논문(박사) - 한국과학기술원 : 경영공학전공, 2003.2, [ viii, 122 p. ] | - |
dc.description.abstract | The importance of long-term customer relationships has increased because of severe competition across many industries including retailing. There might be two retaining strategy: (1) loyal behavior management strategy can gives firms the competitive advantage because loyal customers can make a firm to gain various benefits such as the increase of purchasing frequency and quantity; (2) disloyal behavior management strategy is also important because firms can minimize disadvantages by effectively managing consumers`` postpurchase dissatisfaction behavior such as complaint. This study develops a framework for understanding the mechanisms of consumer``s loyal behavior. The proposed framework (1) uses a multidimensional conceptualization for the loyalty construct; (2) incorporates merchandise value, service quality, attractiveness of alternatives, variety seeking, and interpersonal relationships as the antecedents of store loyalty; and (3) specifies store satisfaction and switching costs as a key mediator to link the five antecedents and store loyalty. The proposed model is tested by path analysis using data from five service contexts-department store (N = 234), discount store (N = 203), retail clothing (N = 179), hair beauty shop (N = 172), and online shopping mall (N = 206). The results support multidimensional view for the loyalty construct with finding of sequential relationships between its four dimensions-cognitive, affective, conative, and action loyalty. Moreover, this study finds that (1) satisfaction completely mediates the effect of merchandise value and service quality on store loyalty across the five service categories; (2) switching costs partially mediates the effect of variety seeking, and interpersonal relationships on store loyalty. Especially, interpersonal relationships has a strong positive influence on the switching costs for all the five service categories and variety seeking has negatively influence on it except for hair beauty shop samples. O... | eng |
dc.language | eng | - |
dc.publisher | 한국과학기술원 | - |
dc.subject | Customer Retention Management | - |
dc.subject | Consumer Complaint | - |
dc.subject | Store Loyalty | - |
dc.subject | Consumer Loyalty | - |
dc.subject | Discounter Loyalty | - |
dc.subject | 할인점 충성도 | - |
dc.subject | 고객유지관리 | - |
dc.subject | 소비자 불평 | - |
dc.subject | 점포 충성도 | - |
dc.subject | 소비자 충성도 | - |
dc.title | Analyzing consumers' loyal and disloyal behaviors for the customer retention and defection management: models and its applications | - |
dc.title.alternative | 고객유지관리를 위한 소비자 충성도 및 비충성도 분석모형의 개발 및 응용 | - |
dc.type | Thesis(Ph.D) | - |
dc.identifier.CNRN | 181191/325007 | - |
dc.description.department | 한국과학기술원 : 경영공학전공, | - |
dc.identifier.uid | 000959540 | - |
dc.contributor.localauthor | Kim, Song-Hie | - |
dc.contributor.localauthor | 김성희 | - |
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