고객의존, 몰입, 관계성과의 관계: 상호작용 빈도의 조절변수 역할

• 발행기관: 한국외식경영학회
• 저자명: 김현정(Hyun Jung Kim) 김동진(Dong Jin Kim)
• 간행물 정보: 『외식경영연구』13권 3호, 357~384쪽, 전체 28쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.06.30

영문 초록

This study aimed to identify the moderating effect of interaction frequency on the relationships among consumer dependence, commitment, and relational outcomes. An online survey was administrated to collect data and a series of hierarchical regression analyses was adopted to test the hypotheses. The results supported the moderating effect of interaction frequency on the relationships among consumer dependence, commitment, and relational outcomes. Customers with more frequent interactions are more likely to become committed to the relationship with a service provider and deliver relational outcomes than those with less frequent interactions. Therefore, service providers need to identify the closeness-prone customers and strive to establish close relationships with those customers.

키워드

Interaction Frequency Consumer Dependence Commitment Relational Outcomes