The Effect of Perceived Justice on Postcomplaint Behavior in the Internet Open Market-Focused on the Moderating Effect of Fashion Involvement-

摘要: The purposes of this study were (1) to identify the effects perceived justice on trust, commitment, repurchasing, and negative word-of-mouth intention in Open Market by recovering customer`s dissatisfaction, (2) compare between two consumer groups divided level fashion involvement(High/Low). In survey, respondents 369 consumers who experienced dissatisfaction a year. data analyzed confirmatory factor analysis, path multiple group analysis using Amos 7.0 program. results as follows. It tested main effect trust commitment with handling. 1) As expected, all had positive trust. 2) However, only interactional positively influenced commitment. 3) customers` after perception justice. 4) repurchasing intention. 5) negatively 6) classified involvement showed significantly different postcomplaint behavior.