Customer Participation and Job Involvement In the Service Industry
Date Issued
2007
Date
2007
Author(s)
Hsu, Fan-Hsiu
DOI
zh-TW
Abstract
In this paper, we explore the relationship between customer participation and job involvement. Through the literature review, we first build up the conceptual framework to verify the direct effects on the relationship, and then, we analyzed and examined the cause-effect through questionnaire investigation. Finally, the suggestion would be provided for the service provider.
This study empirically examines the relationship between customer participation and job involement. In addition, this paper speculates that the correlation among customer participation and antecedents(personality, supervisor behavior and job characteristics).
The conclusions are as follows:
(1)The customer participation has significant effect on job involvement.
(2)Four subfactors of customer participation, close association, task oriented, information sharing and objective oriented have significant effects on job involvement.
(3)The psychological interaction emotion between customers and salespersons can highten the job involvement most effectly.
(4)There are high-level correlations among customer participation and the three antecedents.
Subjects
顧客參與
工作投入
驗證性因素分析
層級迴歸分析
典型相關分析
Customer participation
Job involvement
Confirmatory Factor Analysis
hierarchical regression analysis
Canonical correlation analysis
Type
thesis
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