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http://dx.doi.org/10.22156/CS4SMB.2021.11.09.065

The effect of Service climate on Customer emotion and Customer satisfaction  

Kang, Kun-Myong (Department of Smart Convergence Consulting, Hansung University)
Hong, Jung-Wan (Division of Smart Management Engineering, Hansung University)
Publication Information
Journal of Convergence for Information Technology / v.11, no.9, 2021 , pp. 65-74 More about this Journal
Abstract
In this study, we further study the customer's positive emotion about the impact of different inherent service climate on the emotions and satisfaction of the customers who receive the service. Through this, the purpose was to present the direction of creating a service climate. As a research method, structural equation statistical analysis, such as measurement model analysis and structural model analysis, was performed using SmartPLS (v.3.2) for data collected in surveys. Looking at the research results, first, a company's service climate has a positive (+) impact on positive customer emotions: pleasure, pleasure, and happiness. This can be interpreted as an indication that creating a business climate for service is an important factor that elicits positive emotions from customers. Second, a company's service climate and positive customer emotion also have a positive impact on customer satisfaction. Finally, when a company's service climate affects customer satisfaction, happiness has the greatest mediating effect among several parameters. This demonstrated empirically that satisfying the happy feelings of customers is the most important of the company's service climate. Since this study is aimed at a small number of restaurant companies, there is a limit to generalizing the findings and applying them to all restaurant companies. Nevertheless, it is meaningful to study the emotions of positive customers when the service climate affects customer satisfaction, and we hope that the company's analysis of service climate will continue to improve customer satisfaction through various emotional analysis as well as positive factors.
Keywords
Service Climate; Customer Emotion; Customer Satisfaction; Pleasant; Enjoyment; Happiness;
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