• Asia Marketing Journal
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• 제25권4호
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• pp.194-206
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• 2024

The study aimed to analyze jay-customer behavior's impact on service industry employees' job stress to understand the importance of personnel management. Additionally, it aimed to identify strategies for managing job stress by examining perceived organizational support's moderating effects. The results show that the subdimensions of jay-customer behavior (i.e., verbal aggression, physical aggression, and sexual harassment) positively influenced employees' job stress. Second, job stress acts as a mediator between customer verbal and physical aggression and customer orientation, but not between customer sexual harassment and customer orientation. Third, organizational support had a moderating effect on the association between customer verbal aggression and job stress. This study demonstrates how jay-customer behavior negatively affects employees and threatens their well-being. It not only enriches the research on jay-customer behavior but also provides implications for service companies toward developing internal marketing strategies for enhancing employee happiness and fostering customer orientation.

• 복식문화연구
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• 제16권1호
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• pp.33-47
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• 2008

The purposes of this study were to extract the effects of emotional labor, self-efficacy and burnout on customer-oriented selling behavior of salesperson by literature review and to examine the effect variables on customer-oriented selling behavior empirically. The questionnaire was administered to 400 salespersons who were selling clothes, cosmetics, shoes, leather products and accessories in department stores located in Kwang-ju city during August 18-24, 2006. Data collected from 307 salespersons were analyzed by using descriptive statistics, factor analysis, t-test, ANOVA, Duncan-test, correlation, regression analysis and path analysis. The results were as follows: First, Salesperson's emotional labor was composed of two factors; emotional labor toward the customer and emotional labor toward the organization. Second, Salesperson's emotional labor had negative significant influence on customer-oriented selling behavior. Specifically, the emotional labor toward the organization negatively influenced on customer-oriented selling behavior, but the emotional labor toward the customer positively influenced on customer-oriented selling behavior. Third, Salesperson's emotional labor positively influenced on burnout. Specifically, emotional labor toward organization significantly influenced on burnout, but emotional labor toward customer did not influenced on burnout. Fourth, Salesperson's self-efficacy positively influenced on customer-oriented selling behavior. Fifth. Salesperson's self-efficacy negatively influenced on burnout. Finally, Salesperson's burnout negatively influenced on comer-oriented selling behavior. The direct effect of salesperson's self-efficacy on customer-oriented selling behavior was large than the indirect effect of salesperson's self-efficacy mediate burnout. But the indirect effect of salesperson's emotional labor mediate burnout was large than the direct effect of salesperson's emotional labor on customer- oriented selling behavior.

• 한국경영과학회지
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• 제39권3호
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• pp.63-82
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• 2014

The main objective of this research is to investigate whether the RFM (recency-frequency-monetary value) information of a customer's redemption behavior of loyalty points can improve the prediction of future value of the customer. The conventional measurement of customer value has been primarily based on purchase transactions behavior although a customer's future behavior can be also influenced by other interactions between the customer and the firm such as redemption of rewards in a loyalty program. We theorize why a customer's redemption behavior can influence her future purchases and thereby the customer's total value based on operant learning theory, goal gradient hypothesis, and lock-in effect. Using a dataset from a major book store in Korea spanning three years between 2008 and 2010, we analyze both purchase transactions and redemption records of over 10,000 customers. The results show that the redemption-based RFM information does improve the prediction accuracy of the customer's future purchases. Based on this result, we also propose an improved estimate of customer lifetime value (CLV) by combining purchase transactions and loyalty points redemption data. Managerial implications will be also discussed for firms managing loyalty programs to maximize the total value customers.

• 유통과학연구
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• 제18권10호
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• pp.77-87
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• 2020

Purpose: This study was done to analyze the effect of supervisor-focused impression management behavior of the airline cabin crew on perceived customer empathy. It focused on verifying dual meanings of the crew's emotional expression divided into surface acting and deep acting. Research design, data and methodology: The survey was conducted on cabin crews of two major Korean airlines. The reliability and validity of each variable used in the questionnaire were verified. Then, each hypothesis was analyzed through multiple regression analysis. Results: Firstly, the crew's supervisor-focused impression management behavior had a significant effect only on surface acting of the crew's emotional labor behavior. Among the crew's supervisor-focused IM behaviors, verbal IM behavior had a greater influence on surface acting than non-verbal IM behavior. Secondly, there was no relationship between the crew's supervisor-focused IM behavior and the crew's deep acting. Thirdly, the crew's emotional labor behavior (surface acting & deep acting) had a significant effect on perceived customer empathy. Fourth, the crew's deep acting had a greater influence on perceived customer empathy than surface acting. Conclusions: Cabin crews receive double evaluation from their immediate supervisors and customers. As a result, it was confirmed that the crew's supervisor-focused IM behavior, the crew's emotional labor behavior, and perceived customer empathy were connected process.

• 산경연구논집
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• 제9권6호
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• pp.65-76
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• 2018

Purpose - The study aims to provide the relationships between the social servicescape and customer's emotion and voluntary behaviors were investigated in this study. The social servicescape was largely divided into service employee's image and other customers (in customer's similarity, physical appearance and suitable behavior). Firstly, the relationship between service employee's image and customer's positive emotion was investigated as a specific purpose of study. Secondly, this study attempted to understand the relationship between other customers (in customer's similarity, physical appearance and suitable behavior) and customer's positive emotion. Lastly, the relationship between customer's positive emotion and customer's voluntary behavior dimension (intention to cooperate, intention to participate in and loyalty) was examined. Research design, data, & methodology - In order to prove the hypotheses in this study, the customers who have experienced family restaurants during the last two months were targeted for a survey. A total number of 300 survey papers were distributed and as a result, 248 papers could be used for analysis, except the papers with insincere answers. After the analysis of the reliability and validity of each major variable, the hypothesis was verified through the structure method by using Amos 20.0. Results - First, the results of hypothesis testing on the relationship between social servicescape and customer's positive emotion showed service employee image gives a positively meaningful impact on customer's positive emotion. Secondly, the results on the relationship between other customers and customer's positive emotion indicated that the customer's similarity and physical appearance has a positively significant impact on customer's emotion while customer's suitable behavior has not a significantly positive impact on customer's positive emotion Lastly, customer's positive emotion was shown to have a significantly positive influence on customer's voluntary behavior dimension, that is, intention to cooperate, intention to participate in and loyalty. Conclusions - This study aims to focus on and emphasize the social servicescape and its importance, which is different from the previous studies that have been focused largely on physical servicescape. Such results in this study indicated the social servicescape (service employee's image and other customers) as an important factor that affects customer's positive emotion and voluntary behavior.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.573-575
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• 2004

This study presents a new customer segmentation method based on features that can predict the customer's buying behavior. In this method, we consider all variables that can affect the customer's buying behavior including demographics, psychographics, technographics, transaction pattern-related variables, etc. We define several features which are the combination of variables with the interaction effect by using C5.0, use SOM (Self-Organizing Map) neural networks in odor to extract the feature's patterns and classify, and then make features' rules using C5.0 far the prediction of customer buying behavior

• 융합경영연구
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• 제11권2호
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• pp.1-11
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• 2023

Purpose: With the rapid development of e-commerce, logistics services, as an important part of e-commerce shopping, have gradually attracted people's attention. Customer engagement behavior is a new topic in marketing, and its connotation is still being explored. The purpose of this paper is to study the relationship between logistics service quality and customer engagement behavior. Research design, data and methodology: This study employed the method of online questionnaire survey, with Chinese e-commerce platform users as the survey objects, 248 valid survey sample data were collected, and the method of factor analysis and structural equation model analysis was used to verify the research hypothesis model constructed in this paper. Results: The four dimensions of e-commerce logistics service quality have different influences on customer satisfaction, and the influence of availability on customer satisfaction is not significant. Convenience, assurance, and security have a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on the three dimensions of customer engagement behavior: customer repeat purchase behavior, online word-of-mouth, and customer referrals. Conclusion: The results of this study will provide useful reference for the managers of e-commerce companies to improve customer engagement behavior by improving the logistics service quality.

• 한국경영정보학회:학술대회논문집
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• 한국경영정보학회 2007년도 International Conference
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• pp.473-478
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• 2007

As customers' participation in B2C e-commerce increases, customers are getting more involved in the delivery of services, which may even go beyond the completion of service transactions. To examine such proactive extra-role online customer behavior, we delve into organizational citizenship behavior framework, which has been recently extended to examine customer citizenship behavior (CCB) in the service market area. Although CCB is vital for online retailing success, MIS and e-commerce research efforts have generally focused on the customer's customer coproduction that are customer in-role behaviors. Moreover, although the effect of information created by anonymous strangers on other customers increase, interpersonal trust research have focused on only the relationship between a seller and a customer. Therefore, this study attempts to answer two research questions: What are motivational factors that affect CCB? How differently do the two kinds of interpersonal trusts (trust in online retailer and trust in customers) influence customers?

• Asia Marketing Journal
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• 제7권3호
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• pp.1-27
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• 2005

본 연구는 서비스 고객의 두 가지 유형의 역할외행동(extra-role behavior)인 시민행동과 불량행동이 서비스 품질지각, 고객만족 및 재구매의도에 미치는 영향을 실증 조사하였다. 스포츠센터 강습프로그램 이용고객을 대상으로 한 구조방정식 분석 결과 고객시민행동과 불량행동은 실증적으로 별개의 개념임을 확인할 수 있었고 구조모델 분석결과 5개의 경로계수가 모두 통계적으로 유의한 것으로 나타났다. 하지만, 고객시민행동과 고객불량행동이 서비스품질지각에 미치는 차별적 영향력은 통계적으로 유의하지 않는 것으로 나타났다. 마지막으로 서비스품질지각은 고객시민행동과 고객만족 및 재구매의도간을 완전 매개하는 것으로 나타났다. 이러한 분석결과를 통해서 서비스 조직이 고객의 두 가지 유형의 역할외행동에 모두 관심을 기울여야 함을 이해할 수 있었다. 그리고 고객의 역할외행동과 기존 마케팅 문헌에서 연구되었던 고객만족 및 재구매의도와의 유의한 관계를 새롭게 이해할 수 있었다.

• 유통과학연구
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• 제10권10호
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• pp.17-24
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• 2012

Purpose - This study aimed to (a) investigate the effects of emotional intelligence on customer orientation, (b) examine the impact of customer orientation on customer relationship management (CRM) performance (including CRM-related variables such as 'relationship commitment,' 'image of corporation,' and 'customer loyalty'), and (c) identify the conceptual framework of emotional intelligence. Research design, data, and methodology - The data were collected using a questionnaire given to a sample of employees of luxury hotels in the metropolitan area. To test the hypotheses, AMOS were conducted for the 271 respondents of the sample using the SPSS Win 17.0 software. The concept of emotional intelligence (EI) has been on the radar of many leaders and managers over the past few decades. Emotional intelligence is generally accepted to be a combination of emotional and interpersonal competencies that influence behavior, thoughts, and interactions with others. Emotional intelligence consists of four factors: understanding the self's emotion, understanding other people's emotions, emotion utilization, and emotion control. Understanding the self's emotion means to understand of my own emotions. Understanding other people's emotions is to understand of the emotions of the people around me and to know how my friends feel based on their behavior. The concept of emotion utilization means to set goals for myself and then try to achieve them, encouraging myself to do my best. The concept of emotion control means I can control my temper, handle difficult situations rationally, and calm down quickly when I am very angry. Results - As a result of the analysis, three factors (understanding the self's emotion, understanding of other people's emotions, and emotion utilization) were shown to have a significant effect on customer orientation. Emotion control had an insignificant effect on customer orientation. Only emotion control makes it difficult to solve customers' problems because it is a passive behavior. In order to solve the customers' problems, hotel employees have to show a positive attitude. Second, customer orientation had a significant effect on customer relationship management performance (customer relationship commitment, corporate image, and customer loyalty). In other words, customer orientation increases commitment to customer relationships. For example, employees who have a customer-orientated perspective provide good service to their customers, while employees who don't have a customer-orientated perspective can't satisfy their customers. Customer orientation can also generate a good image among customers, because they evaluate the image of a hotel through the behavior of hotel employees. So it is very important for employees to show excellent customer orientation. Conclusions - It is very important for hotel CEOs to manage their employees' emotional intelligence. In order to increase their employees' emotional intelligence abilities, CEOs have to manage the overall corporate culture and reward programs to achieve what they want. This is because the system can lead to a customer-orientated mind-set and CRM performance among employees. As a result, the hotel CEO has to pay attention to the emotional intelligence of employees to achieve strong CRM performance. The sentence as originally written was a bit unclear. If this edit does not retain your intended meaning please consider: "Only emotion control does not have a significant impact on customer orientation, and therefore on the ability of an employee to solve customer problems, because it is a passive behavior." Please use the version of the sentence that best captures your original meaning.