CAJ | 학술논문

文章以顾客交互关系理论为依托，从顾客感知视角来探讨顾客不当行为对同属顾客负面情绪及满意度的影响，并引入关系质量、顾客心理资本进行调节。通过对餐饮、旅游、交通等服务行业的问卷调查，运用相关、回归等统计分析，得出结论：顾客不当行为对同属顾客的负面情绪及满意度均有显著影响，且顾客负面情绪具有部分中介作用；关系质量调节顾客不当行为与同属顾客负面情绪及满意度间的关系；心理资本对顾客不当行为与同属顾客负面情绪及满意度间的关系具有调节作用。
문장이고객교호관계이론위의탁，종고객감지시각래탐토고객불당행위대동속고객부면정서급만의도적영향，병인입관계질량、고객심리자본진행조절。통과대찬음、여유、교통등복무행업적문권조사，운용상관、회귀등통계분석，득출결론：고객불당행위대동속고객적부면정서급만의도균유현저영향，차고객부면정서구유부분중개작용；관계질량조절고객불당행위여동속고객부면정서급만의도간적관계；심리자본대고객불당행위여동속고객부면정서급만의도간적관계구유조절작용。
T his paper examines the role that customers’ misbehavior plays in other customers’ negative e-motion and satisfaction based on the customer-to-customer interaction theory .The study also explores that relationship quality and psychological capital may function as potential moderators between the customer misbehavior and the other customers’ negative emotion and satisfaction . The data were collected from scale questionnaire survey in catering ,tourism ,transport and so on .According to these objectives ,the au-thors find that customer misbehavior has a positive effect on other customers’ negative emotion ,and a neg-ative effect on other customers’ satisfaction .In addition ,the negative emotion has a partial mediating effect .The results also indicate that relationship quality has a moderating effect between the customer mis-behavior and the other customers’ negative emotion and satisfaction ;this relationship is weaker for cus-tomers w ho possess higher level of relationship quality .Furthermore ,the customers w ho perceive higher level of psychological capital show less negative emotion and more satisfaction .