Journal of the Korean Home Economics Association (대한가정학회지)

The Korean Home Economics Association (대한가정학회)
권호 표지

The Influence of Relationship Benefit Perception and Consumer Satisfaction for Fashion Products

패션상품 소비자의 관계혜택지각이 만족에 미치는 영향

  • Published : 2005.08.01
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to examine consumer's relationship benefit perception for fashion products and to examine the influence of relationship benefit perception on consumer satisfaction based on consumer characteristics. Data for this research were collected by surveying 766 women older than 20 years old in Seoul, Gwangju, and Gyeonggi-do. The following is a summary of the conclusions reached from this research: (1) Relationship benefit perception was divided into five separate areas: informational benefit, emotional benefit, special treatment benefit, economic benefit and social benefit. (2) Relationship benefit perception influenced consumer satisfaction. (3) There was a difference in benefits influenced on consumer satisfaction based on consumer characteristics such as sociability, relationship preference, and price importance.

Keywords

References

  1. 김영구(1997). 고객공유를 통한 관계의 형성과 효과에 관한 연구. 서울대학교 석사학위논문
  2. 김지연(2005). 패션상품 소비자의 관계혜택 지각이 장기적 관계지향성에 미치는 영향. 서울대학교 박사학위논문
  3. 박종무(2001). 관계효익이 관계몰입, 구전의도 및 관계 지속의도에 미치는 영향. 영남대학교 대학원 석사학위논문
  4. 백수경(1999). 관계효익이 관계 질에 미치는 영향에 관한 연구 -서비스 유형과 고객의 관계지향성을 중심으로-. 부산대학교 경영대학원 석사논문
  5. 안우규, 이용기, 하한국(2002). 호텔 레스토랑의 관계 혜택이 고객 충성도에 미치는 영향-전환비용과 대안 매력도의 조절역할에 대한 탐색적 연구. 한국마케팅 과학연구 추계논문집, 117-142
  6. 이유재(2000). 서비스마케팅. 학현사
  7. 이은영(1997). 패션마케팅(제2판). 교문사
  8. 임종원(1987). 'Relationship marketing의 導入과 展開에 관한 연구'. 경영논집, 21(2), 서울대학교 경영대학경영연구소, 52-69
  9. 임종원, 김기찬(1990). 기업간 관계구조를 통한 Relationship Marketing 전략에 관한 연구. 서울대학교 경영논집, 27-60
  10. 정인희, 김순칠(2003). 패션기업의 CRM에 대한 고객 반응연구. 한국의류학회지, 27(9-10), 1060-1071
  11. 조은영, 구양숙(2002). 의류제품 판매원에 대한 고객 만족과 판매원 충성도에 대한 연구. 한국의류학회지, 26(3/4), 431-442
  12. 주성래(2003). 의류점포와 고객간의 장기적 관계발달 과정 모델. 전남대학교 가정대학원 박사학위논문
  13. 홍금희(2002). 쇼핑동기와 서비스품질 지각이 고객의 감정적 반응과 패션 점포 만족도에 미치는 영향. 한국의류학회지, 26(2), 216-226
  14. 황용철(2002). 고객의 관계성향에 의한 만족, 신뢰, 몰입의 상이한 역할. 소비문화연구, 5(2), 29-57
  15. Anderson, J. C., & Narus, J. A. (1990). A Model of Distributor's Perceptive of Distributor-manufacturer working Relationship. Journal of Marketing, 54, 42-48
  16. Barns, J. G. (1994). Issues of Establishing Relationships with customers in Service companies: When are Relationships Feasible and What form should they take? Memorial University of Newfoundland
  17. Beatty, S. E., Morris, L. M., James, E. C., Kriati E. R., & Junki, L. (1996). Consumer-Sales Associates Retail Relationship. Journal of Retailing, 72(Fall), 223-247 https://doi.org/10.1016/S0022-4359(96)90028-7
  18. Berry, L. L. (1983). 'Relationship marketing', in emerging Perspectives on Service Marketing, American Marketing Association, 25-38
  19. Berry, L. L. (1995). 'Relationship Marketing of Services- Growing Interest, Emerging Perspectives'. Journal of Academy of Marketing Science, 23, 236-245 https://doi.org/10.1177/009207039502300402
  20. Bitner, M. J. (1995). Building Service Relationship: It's all about promises. Journal of Academy of Marketing Science, 23, 246-254 https://doi.org/10.1177/009207039502300403
  21. Cheek, J. M., & Buss, A. H. (1981). Shyness and Sociability. Journal of Social Psychology, 41, 330-339
  22. Gaby O., Kristof de Wulf, & Patrick, S. (2003). Strengthening outcomes of retailerconsumer relationship: The dual impact of relationship marketing tactics and consumer personality. Journal of Business Research, 56, 177-190 https://doi.org/10.1016/S0148-2963(01)00219-3
  23. Ganesan, S. (1994). Determinant of Long-Term Orientation in Buyer-Seller Relationship. Journal of Marketing, 58(April), 1-10
  24. Garbrino, E., & Mark S. J. (1999). The different roles of Satisfaction, trust and commitment in customer relationship. Journal of Marketing, 63(April), 70-87 https://doi.org/10.2307/1251946
  25. Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in service industries: The customer's perspective. Journal of the Academy of Marketing Science, 26(2), 101-114 https://doi.org/10.1177/0092070398262002
  26. Hunt, S. D. (1983). General Theories and the Fundamental Explanda of Marketing. Journal of Marketing, 47, 9-17
  27. Jackson, B. B. (1985). Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships. Lexington, MA:D.C. Heath and Company
  28. Kristy, E. R., & Sharron. E. B. (1999). Consumer Benefits and Company consequence of salesperson relationship in retailing. Journal of Retailing, 75, 11-13 https://doi.org/10.1016/S0022-4359(99)80002-5
  29. Mercedes, M , Marta, P., & Ma, P. P. T. (2004). The benefits of relationship and marketing for the consumer and for the fashion retailers. Journal of Fashion Marketing and Management, 8(4),425-436 https://doi.org/10.1108/13612020410560018
  30. Mittal, B., & Lasser, W. M. (1998). Why do consumer switch? The dynamics of satisfaction versus loyalty. Journal of Services Marketing, 12(3), 177-194 https://doi.org/10.1108/08876049810219502
  31. Oliver, R. L. (1999). whence consumer Loyalty?, Journal of Marketing, 63(special issue), 33-44
  32. Peterson, R. A. (1995). Relationship Marketing and the Customer. Journal of the Academy of Marketing Sciences, 23, 278-281 https://doi.org/10.1177/009207039502300407
  33. Ping, R. A. Jr. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyaty, oppotunism, and neglect. Journal of Retailing, 69(fall), 320-352 https://doi.org/10.1016/0022-4359(93)90010-G
  34. Ping, R. A. Jr. (1997). Voice Business-to-business Rsselationships; Cost of Exit and Demographic Antecedents. Journal of Retailing, 73(2), 261-281 https://doi.org/10.1016/S0022-4359(97)90006-3
  35. Reynolds, K. E., & Beatty, S. E. (1999). Customer Benefits and Company consequences of salesperson relationship in retailing. Journal of Retailing, 75, 11-31 https://doi.org/10.1016/S0022-4359(99)80002-5
  36. Sheth, J. N., & Abtul P. (1995). Relationship marketing in Consumer markets: antecedents and consequences. Journal of the academy of marketing science, 23(4), 255-271 https://doi.org/10.1177/009207039502300405
  37. Smith, J. B., & Barclay, W. D. (1997). The effects of organizational differences and trust on the effectiveness of selling partner relationship. Journal of marketing, 61(January), 3-21 https://doi.org/10.2307/1252186
  38. Wikstrom, S., & Richard, N. (1994). Knowledge & Value: a new perspective on corporate transformation, Routledge
  39. Willemijn van Dolen, Ko de R., & Jos L. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and felationship satisfaction. Journal of Business Research, 57, 437-444 https://doi.org/10.1016/S0148-2963(02)00277-1