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The Effect of Emotional Labor on Customer Empathy and Customer Citizenship Behavior in Sports Center
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스포츠센터 강사들의 감정노동이 고객공감 및 고객시민행동에 미치는 영향

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Type
Academic journal
Author
Hur, Jin (단국대학교) Won, Se-Jong (단국대학교)
Journal
The Korean Society Of Sports Science Korean Journal of Sports Science Vol.28 No.3 KCI Accredited Journals
Published
2019.6
Pages
385 - 398 (14page)
DOI
10.35159/kjss.2019.06.28.3.385

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The Effect of Emotional Labor on Customer Empathy and Customer Citizenship Behavior in Sports Center
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Abstract· Keywords

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The purpose of this study was to examine the relationship among emotional labor, customer empathy and customer citizenship behavior of sport center. The subjects were sport center customer and 400 data were collected and 381 of them were chosen as for final data analysis. A total 381 data were analyzed through frequency analysis, reliability analysis, confirmatory factor analysis, correlation analysis and structural equation mode analysis using SPSS 22.0 and AMOS 22.0. Based on the above study method and procedures, the result of the study are summarized as follows. First, surface acting out of emotional labor had a positive effect on congnitive empathy and emotional empathy. Second, deep acting out of emotional labor had a positive effect on congnitive empathy and emotional empathy. Third, congnitive empathy out of customer empathy had a positive effect on positive word of mouth and repurchase intention. Fourth, emotional empathy out of customer empathy had a positive effect on positive word of mouth and repurchase intention.
#emotional labor #customer empathy #customer citizenship behavior #sport center

Contents

Abstract
Ⅰ. 서론
Ⅱ. 연구방법
Ⅲ. 결과
Ⅳ. 논의
Ⅴ. 결론 및 제언
참고문헌

References (44)

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강성호 / 2014 / 서비스 유통 산업에서 관계적 혜택과 신뢰와의 관계에 있어 고객 공감의 역할 / 유통연구 19(4):219~250 dbpia 고영관 / 2012 / 여성 캐디들의 감정노동이 직무소진 및 이직의도에 미치는 영향 / 한국사회체육학회지 (50):167~176 dbpia 김계수 / 2007 / New Amos 7. 0 구조방정식모형분석 / 한나래 google schola 김상희 / 2006 / 판매원의 인지적, 정서적 공감이 감정부조화와 친소비자 행동에 미치는 영향 / 마케팅연구 21(2):115~147 dbpia 김상희 / 2009 / 판매원의 서비스는 꾸며진 것인가? 진정한 것인가?: 판매원의 감정노동에 관한 고객의 지각된 진정성(authenticity)이 서비스품질평가에 미치는 영향 / 마케팅연구 24(3):1~33 dbpia

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UCI(KEPA) : I410-ECN-0101-2019-692-000877591