학술논문
서비스 산업의 종업원 커뮤니케이션이 소비자의 긍정적 감정과 삶의 질에 미치는 영향
이용수 9
- 영문명
- Relationships among Employees Communication, Customers Positive Emotions and Quality of Life in Service Industry
- 발행기관
- 한국유통과학회
- 저자명
- Xin Chen(진흔) Gyu-Bae Kim(김규배)
- 간행물 정보
- 『유통과학연구(JDS)』제16권 제6호, 85~96쪽, 전체 12쪽
- 주제분류
- 경제경영 > 경제학
- 파일형태
- 발행일자
- 2018.06.30
무료
구매일시로부터 72시간 이내에 다운로드 가능합니다.
이 학술논문 정보는 (주)교보문고와 각 발행기관 사이에 저작물 이용 계약이 체결된 것으로, 교보문고를 통해 제공되고 있습니다.
국문 초록
영문 초록
Purpose – There are many antecedences and consequences of the positive emotions of customers. The purpose of this research is to examine how Chinese service companies improve not only the positive emotions of customers but also the quality of life through effective verbal and nonverbal communication. Furthermore, we tried to analyze the moderating role of negative expectancy disconfirmation perceived by customers in those causal relationships among the variables.
Research design, data, and methodology – The eight hypotheses were proposed and we tested them empirically in this research. Four hypotheses were about the relationship among communication, positive emotion, trust and quality of life. The other four hypotheses were about the moderating effect of negative expectancy disconfirmation in the causal relationships among four variables such as communication, positive emotion, trust and quality of life. A total of 356 samples who had visited the service companies in China were surveyed and 8 hypotheses were tested by empirical analysis using SPSS and AMOS.
Results - The results of this research are as follows. First, positive verbal communication and nonverbal communication of employees in the service company have a positive effects on the positive emotions of customers. Second, positive emotion has a positive effect on the overall quality of life on the customer side as well as the trust on the corporate side. Third, negative expectancy disconfirmation perceived by customers has negative moderating effect in the causal relationship between employees positive verbal communication and customers positive emotion, and it also has a negative moderating role in the causal relationship between customers positive emotion and overall quality of life.
Conclusions - Based on these results, there can be such implications as follows. First, managers and employees of service companies can induce positive emotion of customers through effective communication. Se
목차
1. 서론
2. 이론적 배경
3. 연구 모형 및 가설 설정
4. 연구방법론
5. 분석결과
6. 연구결과 토론 및 시사점
해당간행물 수록 논문
- 유아용품 전시박람회의 서비스스케이프가 구매행동에 미치는 영향
- Studies on Better Management Skills in Korean Shipping
- 서비스 산업의 종업원 커뮤니케이션이 소비자의 긍정적 감정과 삶의 질에 미치는 영향
- 미래융합인재 핵심역량에 대한 유통업 영업사원의 교육요구도 분석
- The Role of Structural Holes in Uncertain Environments in Channel Relationships
- Distribution and Application of Community-based Disaster Risk Information
- A Study on Moment of Truth of Household Telecommunication and Distribution Services in Korea
- 전통시장 내 소매업 경쟁구조에 관한 연구
참고문헌
교보eBook 첫 방문을 환영 합니다!
신규가입 혜택 지급이 완료 되었습니다.
바로 사용 가능한 교보e캐시 1,000원 (유효기간 7일)
지금 바로 교보eBook의 다양한 콘텐츠를 이용해 보세요!