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http://dx.doi.org/10.14400/JDC.2021.19.7.327

The effect of experience factors of untact fashion·beauty performances on customer satisfaction through perceived value  

Lee, Jihyo (Department of Culture Contents, Hanyang University)
Hwang, Dong-Seob (Department of Culture Contents, Hanyang University)
Kim, Kenneth Chi Ho (Department of Culture Contents, Hanyang University)
Publication Information
Journal of Digital Convergence / v.19, no.7, 2021 , pp. 327-340 More about this Journal
Abstract
The purpose of this study aims to empirically verify about the impact of the customer satisfaction on the characteristics factors(presence, empathy, responsiveness, and interaction) on the customer satisfaction of 'Asia Model Festival', which was heldis an as untacted fashion and beauty performance that was successfully conducted in Seoul duringinyear 2020. and tThe regulatory effect of innovation resistance in the relationship of the characteristic factors and the customer satisfaction was also reviewed. The analysis showed that the characteristic factors have a positive effect on customer satisfaction, and the innovation resistance is found to control the relationship between interaction, empathy, and the customer satisfaction of the characteristic factors by the subfactor. By identifying the characteristic factors that affect the customer satisfaction of the un-tacted(Zzero Ccontact) visitors, which are expanding due to COVID-19, and studying the effect of controlling the innovation resistance, this study provides a basis for knowing what un-tacted(Zzero Ccontact) visitors need and what services they want to receive, and it presents practical implications and provides basic data for relevant research.
Keywords
Untact; Fashion and beauty; Performing arts; ExperientialCharacteristics Factors; Perceived value Innovation resistance; Satisfaction;
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