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NTIS 바로가기융합정보논문지 = Journal of Convergence for Information Technology, v.10 no.1, 2020년, pp.99 - 108
김상희 (전남대학교 경영대학)
This study examines the relationship between service provider's authenticity, customer voice, and customer behavior in failure situation. This study employed questionnaire survey and collected 216 data. The structural equation modeling (SEM) method is used to test the hypotheses of the study. As a r...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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발언이 조직에 미치는 긍정적 영향은? | 발언은 더 나은 조직으로 나아가도록 개선지향적 정보를 제공하는 것[7], 좋지 못한 상황에 대한 도피가 아닌 그것을 변화시키고자 하는 시도[8], 긍정적 변화를 위한 표현, 제안, 그리고 권유라 정의한다[9-12]. 발언은 조직이 가진 문제를 수정하도록 하고, 절차나 실행 방식에 대한 개선을 제시하므로 조직성과에 긍정적 영향을 미친다[9,10,13,14]. 조직연구에서 발언은 조직구 성원 혹은 조직의 상황을 개선하기 위해 개선책을 제시 하거나 기존에 존재한 문제에 대한 해결책을 제시하는 일련의 행동이라 보았다. | |
발언의 정의는? | 발언은 더 나은 조직으로 나아가도록 개선지향적 정보를 제공하는 것[7], 좋지 못한 상황에 대한 도피가 아닌 그것을 변화시키고자 하는 시도[8], 긍정적 변화를 위한 표현, 제안, 그리고 권유라 정의한다[9-12]. 발언은 조직이 가진 문제를 수정하도록 하고, 절차나 실행 방식에 대한 개선을 제시하므로 조직성과에 긍정적 영향을 미친다[9,10,13,14]. | |
소비자 행동 관점에서 고객의 발언이 중요한 이유는? | 소비자 행동 관점에서 고객의 발언은 매우 중요하다. 고객관점에서 기업이 가진 문제의 해결책을 제시하고 더 나은 절차나 실행방식에 대한 개선책을 제시해 주는 것은 고객이라는 가장 중요한 정보의 원천으로부터 그들의 욕구를 충족시켜 줄 수 있는 아이디어를 얻는 것이다. 특히 실패상황에서 이러한 고객발언의 중요성은더 크다고 할 수 있다. |
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