정보기술 활용과 영업사원의 서비스 공정성이 고객반응에 미치는 영향 = The Effects of Salesmen’s Service-Justice & Using the IT Devices on Customer Response

다국어 초록 (Multilingual Abstract)

This research is focused on the effects of salesmen's service-justice and using the IT devices on customer response. Specially, I want to know for the response when our customer take the service from the salesmen. From analysis of the resulting data, using the IT devices are increased the quality of salesmen's service-justice. Salesmen's distributive-justice affects to positive the relationship quality. But procedural justice and interactional justice cannot affect to positive the relationship quality. Maybe, I think that the reason will be a feature of insurance goods. And relationship quality affect to positive the customer's response. There are limitations on generalization due to the results based on only insurance industry, but this study will be a useful exploratory step before designing a future survey.