The Effect of Customer Participation on Customer Satisfaction, Trust and Customer Citizenship Behavior -Focused on Medical Services-

Park, Ju Hee; Jeong, Dae Yul; Heo, Eun Ju

doi:10.34183/kcsma.20.4.3

Cited by 4 publications

(1 citation statement)

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“…Therefore, interaction with employees through customer participation behaviors led to employees' efforts for customers resulting in the formation of positive emotions of customers, which led to outcome variables such as customer satisfaction, service quality, etc. (Bendapudi and Leone 2003;Han et al 2004;Yen et al 2004;Koc et al 2017;Park 2007;Ahn and Seo 2009). Therefore, it is understood that customer participation behaviors play a major role in the formation of positive emotions of customers by causing sympathetic interaction (Seo et al 2010).…”

Section: Customer Participation and Customer Tolerancementioning

confidence: 99%

Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment

Kim

hyun

2022

Economies

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The inseparability of the production and consumption of services without quality control makes it difficult to fully meet the diverse needs of customers. Despite a company’s continuous efforts to satisfy customers with perceived quality aimed at service success, if the customers’ expectations are not met, the customers will not be satisfied. This study empirically analyzed the effects of customer tolerance and relationship commitment as psychological variables on the relationship between customer participation and repurchase intentions. According to the results of the analysis, relationship benefits, which are a motivation factor for customer participation, had significant effects on customer participation. In addition, customer participation showed significant effects on customer tolerance and relationship commitment. Furthermore, both customer participation and tolerance had significant effects on repurchase intentions; however, relationship commitment was found to have no significant effect on repurchase intentions. The results of this study indicate that customer tolerance formed through customer participation behavior improves customers’ satisfaction with perceived service quality thanks to the shared sense of responsibility that makes customers tolerate a failure of the final service after the service encounter process, thereby increasing repurchase intentions, which prevents the consumptive expenses invested into to recovering services after the company’s service failure. As such, the results of this study provide meaningful implications for sustainable management.

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Section: Customer Participation and Customer Tolerancementioning

confidence: 99%

Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment

Kim

hyun

2022

Economies

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The Effects of Attractiveness of Service Employee’s on Interpersonal Trust, Satisfaction and Loyalty

KIM¹

2019

IJIDB

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Purpose-Most past studies related to this focused on the physical attractiveness of service employees, but this study emphasizes the social attractiveness and not just the physical attractiveness of employees. Therefore, the purpose of this study is to first categorize attractiveness as physical attractiveness and social attractiveness and to examine the impact of physical attractiveness on social attractiveness for service industry employees. Secondly, this study aimed at verifying the impact of physical attractiveness and social attractiveness on interpersonal trust. Third, it aimed at revealing the impact of interpersonal trust on customer satisfaction, as well as satisfaction on loyalty. Research design, data, and methodology-Questionnaires were distributed to customers that used beauty salon services, among the various service industries, to verify the hypothesis of this study. Also, hypothesis was analyzed with the structural equation method using Amos 20.0. Results-When presenting the results on verifying the research hypothesis, it was found that physical attractiveness had a positive impact on social attractiveness. Second, while physical attractiveness did not have a positive impact on interpersonal trust, social attractiveness was found to have a positive impact on interpersonal trust. Such results show that in forming interpersonal trust, social attractiveness was more important than physical attractiveness for service industry employees. This result is in contrast with the results of past studies, but it is different in that previous studies suggested only physical attractiveness and did not present social attractiveness in the hypothesis. Third, it was found that interpersonal trust had a positive impact on satisfaction, while satisfaction did not have a positive impact on loyalty. Conclusions-The biggest implication of this study is that it presented social attractiveness, which was rarely dealt with in past studies. Also, this study is significant in that it examined the relationship of physical attractiveness and social attractiveness. The results of this study show that in the service industry, the role of human elements such as service employees is important and that in addition to physical attractiveness, social attractiveness in the course of interaction such as communication with customers can also be an important strategic element.

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A Study on Collavorative SCM for O2O Startups

Kim¹,

leaven²,

Kim³

2019

IJIDB

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The Effect of Customer Participation on Customer Satisfaction, Trust and Customer Citizenship Behavior -Focused on Medical Services-

Cited by 4 publications

References 0 publications

Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment

Effects of Psychological Variables on the Relationship between Customer Participation Behavior and Repurchase Intention: Customer Tolerance and Relationship Commitment

The Effects of Attractiveness of Service Employee’s on Interpersonal Trust, Satisfaction and Loyalty

A Study on Collavorative SCM for O2O Startups

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