지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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The purpose of this study is to examine the relationship between customer participationbehavior, customer satisfaction and loyalty once humor types of the service providers aredivided into positive and negative humor with subjects of customers using the beauty service.
In particular, it is focused on how the humor used by the service provider is recognized fromthe perspective of customers rather than that of users. Specific purposes are as follows.
First, we would like to examine the effects of the positive humor of the service provideron customer participation behavior. Type of customer participation behavior is divided intothree kinds such as physical participation, emotional participation and informationparticipation. In other words, positive humor gives a positive effect on physical participation,emotional participation and information participation of customers. On the other hand,negative humor gives a negative effect on physical participation, emotional participation andinformation participation of customers. Second, we would like to examine the effects of threetypes of customer participation behavior on customer satisfaction and loyalty.
Findings show that positive humor delivered by service provider gives a positive effect onthree types of customer participation behavior such as physical participation, emotionalparticipation and information participation. On the other hand, while negative humordelivered by the service provider gives a negative effect on physical participation, it doesnot give a significantly negative effect on emotional participation and informationparticipation. Moreover, results indicate that customer participation behavior for the serviceincluding physical participation, emotional participation and information participation give apositive effect on customer satisfaction. Finally, it is shown that customer satisfaction gives apositive effect on loyalty.
목차
등록된 정보가 없습니다.
참고문헌 (29)
참고문헌 신청
Alberts, Jess K. / 2005 / Mapping the Topography of Couples' Daily Conversation / Journal of Social and Personal Relationships 22 : 299 ~ 322
Anderson, Eugene W. / 1993 / The Antecedents and Consequences of Customer Satisfaction for Firms / Marketing Science 12 (2) : 125 ~ 143
Anderson, James C. / 1988 / Structual Equation Modeling in Practice: a Review and Recommended Two-Step Approach / Psychological Bulletin 103 (3) : 411 ~ 423
Avolio, B. J. / 1999 / A Funny Thing Happened on the Way to the Bottom Line : Humor as a Moderator of Leadership Style Effects / Academy of Management Journal 42 (2) : 219 ~
Bateson, John E. G. / 1985 / Self-Service Consumer : An Exploratory Study / Journal of Retailing 61 (3) : 49 ~ 76
Anderson, Eugene W. / 1993 / The Antecedents and Consequences of Customer Satisfaction for Firms / Marketing Science 12 (2) : 125 ~ 143
Anderson, James C. / 1988 / Structual Equation Modeling in Practice: a Review and Recommended Two-Step Approach / Psychological Bulletin 103 (3) : 411 ~ 423
Avolio, B. J. / 1999 / A Funny Thing Happened on the Way to the Bottom Line : Humor as a Moderator of Leadership Style Effects / Academy of Management Journal 42 (2) : 219 ~
Bateson, John E. G. / 1985 / Self-Service Consumer : An Exploratory Study / Journal of Retailing 61 (3) : 49 ~ 76
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