최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기서비스연구 = Journal of service research and studies, v.13 no.3, 2023년, pp.82 - 104
최상묵 (대전대학교 융합컨설팅학과) , 최도영 (대전대학교 경영학과)
This study analyzes the effect of users' experiences using AI chatbot services on relationship quality and behavioral intention. For the study, a survey was conducted on users who experienced AI chatbot services, and the research hypothesis was verified by analyzing the final 299 copies of valid dat...
Ahmed, I., and Singh, S. (2015), AIML Based Voice Enabled Artificial Intelligent Chatterbot, International Journal of U-and E-Service, Science and Technology, 8(2), pp.375-384?
Ajzen, I., and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior, Englewood Cliffs, NJ: Prentice-Hall, 1980, pp.80-82.?
Bae, S., Lee, C., and Kim, S. (2012), Research on Effect of Korean Restaurants'Relation Characteristics on Relation Quality and Revisiting Intention, International Journal of Tourism and Hospitality Research, 26(1), 2012, pp.495-513
Berry, L.L. (1995), Relationship Marketing of Services-Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23, 1995, pp. 236-245.?
Bhattacherjee, A. (2001), Understanding Information Systems Continuance: An Expectation Confirmation Model, MIS Quarterly, 25(3), pp. 351-370.?
Bilgili, B., Candan, B., and Bilgili, S. (2014), A Research Study on the Relationship among Relational Benefit, Perceived Quality, Image and Customer Loyalty in Different Hospitality Businesses, International Journal of Management Cases, 16(3).?
Bollard, A., Larrea, E., Singla, A., and Sood, R. (2017), The Next-Generation Operating Model for the Digital World. Digital McKinsey, pp. 1-8?
Bordoloi, S., Fitzsimmons, J., and Fitzsimmons, M. (2019), Service Management: Operations, Strategy, Information Technology, 9th Edition. McGraw-Hill, New York?
Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V.A. (1993), A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, 30(1), pp. 7-27?
Byun, S., and Cho, C. (2020), The Effect of the Anthropomorphism Level and Personalization Level on AI Financial Chatbot Recommendation Messages on Customer Response, The Korean Journal of Advertising and Public Relations, 22(2), pp. 466-502
Chaudhuri, A., and Holbrook, M. (2001), The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty, Journal of Marketing, 65(2), pp. 81-93?
Chea, S., and Luo, M. (2008), Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion. International Journal of Electronic Commerce, Knowledge Management & E-Learning, 12(3), pp. 29-56?
Cho, W. (2012), Influence of Physical Environments on the Relationship Quality and Relationship Performance in Coffee Bars in Daegu Province, International Journal of Tourism and Hospitality Research, 26(2), pp.189-204
Choi, D., Kang, H., and Seo, W. (2021), A Study on the Structural Impact Relationship among Customer Experience, Perceived Customer Orientation, and Customer Satisfaction by In-Flight Service Process. The Academy of Customer Satisfaction Management, 23(1), pp. 1-34.
Choi, S., and Choi, D. (2022a), The Effect of Customer Experience on Trust Transfer in E-Commerce Chatbot Environment : Focusing on the Moderating Effect of Social Presence, Journal of the Korea Contents Association, 22(7), 2022, pp.136-148
Choi, S., and Choi, D. (2022b), The Effect of the Experience Clue of Chatbot Service in E-Commerce on Customer Experience and Trust, The Journal of Information Systems, 31(4), 123-143
Choi, S., Lee, J., and Kwon, Y. (2013), A Study of the Effect of Wine Selection Attributes at Hotel Restaurants on Customer Satisfaction, Recommendation Intentions, and Repurchase Intentions, Journal of Hospitality and Tourism Studies, 15(1), pp. 135-154
Chonko, L.B. (1986), Organizational Commitment in the Sales Force, Journal of Personal Selling & Sales Management, 6(3), pp. 19-27?
Coulter, K. S., and Coulter, R, A. (2002), Determinants of Trust in a Service Provider: The Moderating Role of Length of Relationship, Journal of Services Marketing, Vol.16, No.1, 2002, pp.35-50?
Cronin, Jr. J. J., Brady, M. K., and Hult, G. T. (2000), Assesing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76(2), pp. 193-218?
Crosby, L. A., Evans, K. R., and Cowles, D. (1990), Relationship Quality in Services Selling: An Interpersonal Influence Perspective, Journal of Marketing, 54(3), pp. 68-81?
Dayal, S., Landesberg, H., and Zeisser, M. (1999), How to Build Trust Online: Marketers Can Build Mutually Valuable Relationships with Customers through a Trust-Based Collaboration Process, Marketing Management, 8(3), pp. 64-69?
De Wulf, K., Odekerken-Schroder, G., and Iacobucci, D. (2001), Investments in Consumer Relationships: A Cross-Country and Cross Industry Exploration, Journal of Marketing, 65(4), pp. 33-50?
De, P., Hu, Y. J., and Rahman, M. S. (2018), Avoid These Five Digital Retailing Mistakes. MIT Sloan Management Review, 59(3), pp. 1-4?
DeLone, W., H., and McLean, E. R. (2003), The DeLone and McLean model, of Information Systems Success : A Ten-Year Update, Journal of Management Information Systems, 19(4), pp. 9-30?
Hair, J. F., Risher, J. J., Sarstedt, M., and Ringle, C. M. (2019), When to use and how to report the results of PLS-SEM. European Business Review, 31(1), pp. 2-24?
Huang, J., Kwon, O., Lee, K., and Kim, Y. (2017), A Chatter Bot for a Task-Oriented Dialogue System. KIPS Transactions on Software and Data Engineering, 6(11), pp. 499-506
Hwang, S., and Hwang, S. (2005), The Influences of Employees' Customer Orientation and Relationship Quality(satisfaction, trust, commitment) on Revisit Intention and Word of mouth Intention, Journal of Korea Service Management Society, 6(2), pp. 151-186
Hwang, S. (2011), The Effects of Relational Benefits on Relationship Quality and CRM Effects in Fashion Retail Stores, Journal of the Korean Society of Clothing and Textiles, Vol.35, No.2, pp.230-241
Jeong, E. (2003), The Effects of Students' Satisfaction on Its Service Affecting Recommendation Intention of Taekwondo School, The Korean Journal of Physical Education, 42(5), pp. 589-596)
Jeon, T., and Park, N. (2011), The Effect of Measurements on Customer's Positive Emotion, Relationship Quality, Word of Mouth, and Recommendations in Convention Industry, Korea Logistics Review, 21(3), pp. 88-111
Ji, S., and Cha, A. (2020), The Effects of Chatbot Service Quality, Trust, and Satisfaction on Chatbot Reuse Intention and Store Reuse Intention, The Journal of Industrial Distribution & Business, 11(12), pp. 29-38?
Kim, D., and Park, B. (2013), The Effect of Hotel Stay Experience on Customer Emotions, Satisfaction, and Behavioral Intention, Korean Jouranl of Business Administration, 26(9), pp. 2477-2499
Kim, J., Park, K., and Rho, H. (2009), The Influence of Expectancy Confirmation on Overall Satisfaction and Continuance Intention of Internet Shopping Mall - Focusing on the Mediation Effect of Information Satisfaction and Usefulness of Decision Making -, The Journal of Internet Electronic Commerce Resarch, 9(3), pp. 313-336?
Kim, J., and Kim, H. (2010), The Impact of Culture Resources on City Brand Personality, Relationship Quality, and Loyalty in Tourism City, Science of Emotion & Sensibility, 13(4), pp. 741-752
Kim, M. (2019), A Study on the Effects of Kiosk Quality Characteristics of Food Service Companies on Experiential Value, Satisfaction, and Behavioral Intention, International Journal of Tourism and Hospitality Research, 33(9), pp. 71-86
Kim, M. (2020), A Study on the Effect of the Quality Attributes of Foodservice O2O Platform's on Perceived Value, Customer Satisfaction and Continuous Use Intention, International Journal of Tourism and Hospitality Research, 34(1), pp. 157-172
Kim, S., and Park, C. (2021), The Effect of Chatbot Characteristics on Customer Experience and Intention to Reuse, The Academy of Customer Satisfaction Management, 23(1), pp. 119-142
Kim, Y., and Kim, D. (2018), A Study on the Structural Relationships among Relational Benefits, Relationship Quality, Switching Cost and Customer Loyalty in Coffee Shops: Including the Moderating Effect of Variety Seeking Tendency and Switching Cost, Journal of Foodservice Management, 21(3), pp. 193-217
Kim, Y., and Li, D. (2021), The Effect of Customer Experiences on Customer Satisfaction, Customer Trust and Revisit Intention: Moderating Effects of Food Involvement. Journal of Foodservice Management, 24(2), pp. 211-231?
Lam, S. Y., Shankar, V., Erramilli, M. K. and Murthy, B. (2004), Customer Value, Satisfaction, Loyalty, and Switching Costs: an Illustration from a Business-to-Business Service Context, Journal of the Academy of Marketing Science, 32(3), pp.293-311?
Lee, K., and Kim, C. (2022), Effect of AI-based Robot Cafe Experiential Value on Relationship Quality and Behavioral Intention, Food Service Industry Journal, 18(3), pp. 175-187
Lee, S., and Lim, S. (2018), Living Innovation: from Value Creation to the Greater Good. Emerald Publishing Limited, Bingley?
Lee, S., Lee, J., and Yang, H. (2001), A Study on the Mediating Role of Trust and Satisfaction in Maintaining Relationship Formation, Marketing Management Research, 6(1), pp. 1-32
Lee, S. (2019), A Study on Effects of Experiential Value of Hotel users for 5 Star Hotels on Usage Satisfaction and Continuous Usage Intention, Journal of the Korea Contents Association, 19(10), pp. 59-68
Lee, Y., and Jeon, H. (2011), Students' Information Communication Skill Affecting Relationship among Technology Acceptance, Education Service Quality, Relationship Quality, and Education Service Satisfaction, Journal of the Korea Industrial Information Systems Research, 16(5), pp. 73-81
Lewis, R.C., Chambers, R.E., and Chacko, H.E. (2000), Marketing Leadership in Hospitality (3rd Edition), John Willey & Sons?
Macintosh, G., and Lockshin, L.S. (1997), Retail Relationships and Store Loyalty: A Multi-Level Perspective, International Journal of Research in Marketing, 14(5), pp. 487-497?
Mayer, R. C., Davis, J. H., and Schoorman, F. D. (1995), An Integrative Model of Organizational Trust, Academy of Management Review, 20(3), pp. 709-734?
McMullan, W. E., and W. A. Long. (1987), Entrepreneurship Education in the Nineties, Journal of Business Venturing, 12(2), pp. 261-275?
Merlino, J., and Raman, A. (2013), Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-Satisfaction Surveys, Harvard Business Review, .91(5), pp. 108-116?
Meyer, C., and Schwager, A. (2007), Understanding Customer Experience, Harvard Business Review, 85(2), pp. 116?
Mimoun, M. S. B., Poncin, I., and Garnier, M. (2017), Animated Conversational Agents and E-Consumer Productivity: The Roles of Agents and Individual Characteristics, Information & Management, 54(5), pp. 545-559?
Oliver, C. (1997), Sustainable Competitive Advantage: Combining Institutional and Resource-based Views, Strategic Management Journal, 18(9), pp. 697-713?
Oliver, R. L., and Swan, J. (1989), Consumer Perception of Interpersonal Equity and Satisfaction in Transaction: A Field Survey Approach, Journal of Marketing, 53(2), pp. 21-35?
Otto, J. E., and Ritchie, J. B. (1996), The Service Experience in Tourism, Tourism Management, 17(3), pp. 165-174?
Ozdemir, V. E., and Hewett, K. (2010), The Effect of Collectivism on the Importance of Relationship Quality and Service Quality for Behavioral Intentions: A Cross-National and Cross-Contextual Analysis, Journal of International Marketing, 18(1), pp. 41-62?
Park, I. (2009), Relationship between Service Quality Recognized by Users of Ski Resort, Customer Immersion, Customer Satisfaction and Consumers' Behavior, Journal of Sport and Leisure Studies, 37(1), pp. 291-301
Park, J., Lee, S., and Chai, S. (1998), The Moderating Role of Relationship Quality in the Effect of Service Satisfaction on Repurchase Intentions, Korean Journal of Marketing, 13(2), pp. 119-139
Park, K. (2012), Effects of Customer Orientation on Relationship Quality and Relationship Performance in Small and Medium-sized Export Firms, The Journal of Korea Research Society for Customs, 13(1), pp. 323-340
Park, Y., and Yoon, J. (2004),The Impact of Complaint Behavior Handling on the Confidence, Revisit and Recommendation Intention of Hotel Customer, Journal of Tourism Sciences, 28(1), pp. 247-262
Park, H., Park, J., Lee, J., and Kim, Y. (2011), The Analysis on Relationship among Characteristics of Mobile Tourism Information Service, Experience Value and Usage Intention through Trust and Satisfaction, Korean Journal of Hospitality & Tourism, 20(1), pp. 245-265
Pine, B. J., and Gilmore, J. H. (1998), Welcome to the Experience Economy (76(4), pp. 97-105). Cambridge, MA, USA: Harvard Business Review Press,?
Reichheld, F. F., and Schefter, P. (2000), E-loyalty: Your Secret Weapon on the Web, Harvard Business Review, 78(2), pp. 105-113?
Reynolds, K. E., and Beatty, S. E.(1999), Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing, Journal of Retailing, 75(1), pp. 11-32?
Roest, H., and Rindfleisch, A. (2010), The Influence of Quality Cues and Typicality Cues on Restaurant Purchase Intention, Journal of Retailing and Consumer Services, 17(1), pp. 10-18?
Sahin, A., Zehir, C., and Kitapci, H. (2011), The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; an Empirical Research on Global Brands. Procedia-Social and Behavioral Sciences, 24, pp. 1288-1301?
Sa, S., Yoo, J., and Seo, J. (2020), A Study on the Mediating Effects of Relationship Quality in the Relationship between the Experiential Value of Travel Agency Service and Loyalty of Travel Agency, Tourism Research, 45(3), pp. 263-289
Saxe, Robert and Weitz, Barton (1982), The SOCO Scale : A Measure of the Customer Orientation of Salespeople, Journal of Marketing Research, 19(August), pp. 343-351?
Schmitt, B. (1999), Experiential Marketing, Journal of Marketing Management, 15(1-3), pp. 53-67?
Shaw, C., and Ivens, J. (2002), Building Great Customer Experiences, London: Palgrave, Vol.241?
Shin, Y., and Yoo, H. (2011), Relationships among Relational Benefits, Relationship Qualities, and Behavioral Intentions of Customers in Upscale Hotels, Journal of Tourism Sciences, 35(6), pp. 273-296
Suh, C., and Yoon, J. (2019), The Effects of Perceived Chatbot Service Quality on Customer Satisfaction and Word of Mouth, Journal of Korea Service Management Society, 20(1), pp. 201-222?
Taylor, S. A., and Baker, T. L. (1994), An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions, Journal of Retailing, 70(2), pp.163-178?
Thorsten H. T., and Klee A. (1997), The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development, Psychology & Marketing, 14(8), pp. 737-765?
Verleye, K. (2015), The Co-Creation Experience from the Customer Perspective: Its Measurement and Determinants, Journal of Service Management, 26(2), pp. 321-342?
Yi, Y. (2000), A Theoretical Examination of Customer Satisfaction Research : Findings and Outlook, Journal of Consumer Studies, 11(2), pp. 139-166
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1996), The Behavioral Consequences of Service Quality, Journal of Marketing, 60(2), 1996, pp.31-46?
*원문 PDF 파일 및 링크정보가 존재하지 않을 경우 KISTI DDS 시스템에서 제공하는 원문복사서비스를 사용할 수 있습니다.
출판사/학술단체 등이 한시적으로 특별한 프로모션 또는 일정기간 경과 후 접근을 허용하여, 출판사/학술단체 등의 사이트에서 이용 가능한 논문
※ AI-Helper는 부적절한 답변을 할 수 있습니다.