• Journal of Convergence for Information Technology
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• v.11 no.11
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• pp.304-311
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• 2021

The purpose of this study is to empirically research the effect of jaycustomers behavior perception on emotional dissonance, job enthusiasm, and management performance. The sample was 327 beauty workers. The research methods were conducted by frequency analysis, factor analysis, reliability analysis, correlation analysis, and simple regression analysis. First, the study shows it was confirmed that the perception of jaycustomers behavior causes emotional dissonance and loss of job enthusiasm for beauty professionals. Second, it was confirmed that the perception of the behavior of jaycustomers had a statistically significant effect on emotional dissonance. Third, the perception of the behavior of jaycustomers had a statistically significant effect on management performance. Fourth, emotional dissonance had a statistically significant effect on job enthusiasm. Fifth, it was confirmed that management performance had a statistically significant effect on job enthusiasm. Therefore, it is believed the perception of jaycustomers behavior negatively affects beauty professionals.

• Asia Marketing Journal
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• v.7 no.3
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• pp.1-27
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• 2005

This study investigated the effects of two types of customer extra-role behavior (citizenship and badness behavior) on perceived service quality, customer satisfaction, and repurchase intention. The model was tested with a sample of sports center customers by using structural equation modeling. The findings supported the effects of customer citizenship and badness behavior, and all structural path coefficients were significant. However, the differential effects of customer citizenship and badness behavior on perceived service quality were not significant. Lastly, perceived service quality fully mediated the effects of customer citizenship and badness behavior on customer satisfaction and repurchase intention. The results of the present study demonstrate that service organizations need to manage all two types of customer behavior. Further, it provides new insights into the relationships among customer's extra-role behavior, customer satisfaction, and repurchase intention.