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연구논문(硏究論文) : 사회교환관점에서 고객시민행동의 영향변수에 관한 연구 -서울지역 특1급 휘트니스 멤버십 이용고객을 중심으로-
황명호 ( Myung Ho Hwang ),김철승 ( Chunl Seung Kim ) 한국관광산업학회 2010 Tourism Research Vol.30 No.-
The customer in general plays an important role in terms of production and delivery of services in the service industry, unlike in the manufacturing industry. In line with this, a number of studies assert that customers in the service industry should be regarded as a "partial employee" or a "temporary employee" and also give direction about what kind of efforts should be made by service companies to raise customer voluntary performances; in other words customer citizenship behavior. For this, what is the antecedent variables that influences customer citizenship behavior, I initially adopted variables selected by a social exchange point of view. As a result of the analysis, ``customer satisfaction`` from a social exchange point of view, ``customer confidence``, ``justice perception``, ``perceived support of customers``, were selected as the antecedent variables of customer citizenship behavior. Depending on this study result, the hotel industry should give it`s best effort to make hotel fitness club members who are a steady source of hotel income and have long-term relationships with the hotel to become a lifetime member through developing various marketing activities and special programs.
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