CAJ | 학술논문

以社会支持和社会交换理论为依据,在对相关概念的内涵进行深入剖析的基础上,建立了反映各种顾客支持手段（功能性支持和情感性支持）、各类关系承诺（算计性承诺和情感性承诺）与顾客合作行为（参与行为和公民行为）之间关系的理论模型。采用调查法对模型进行了实证检验,分析了服务生产中顾客的感知支持、关系承诺及其合作行为之间的作用路径和作用效果。研究结果表明：服务企业提供的功能性支持和情感性支持有助于顾客产生正面的心理体验,进而形成对服务企业的关系承诺,并对顾客合作行为（包括参与行为和公民行为）产生积极影响。
이사회지지화사회교환이론위의거,재대상관개념적내함진행심입부석적기출상,건립료반영각충고객지지수단（공능성지지화정감성지지）、각류관계승낙（산계성승낙화정감성승낙）여고객합작행위（삼여행위화공민행위）지간관계적이론모형。채용조사법대모형진행료실증검험,분석료복무생산중고객적감지지지、관계승낙급기합작행위지간적작용로경화작용효과。연구결과표명：복무기업제공적공능성지지화정감성지지유조우고객산생정면적심리체험,진이형성대복무기업적관계승낙,병대고객합작행위（포괄삼여행위화공민행위）산생적겁영향。
Based on the social support theory and social exchange theory, and through analyzing the connotation of related concepts deeply, this paper constructs a theoretical model which is used to present the relationships among different customer support means（functional support and emotional support）, relationship commitment（calcuiative commitment and affective commitment） and customer＇s cooperation behavior（participation behavior and citizenship behavior）. Then it uses the survey method to verify this model empirically, and analyzes the relationships among customer＇s perceived support, relationship commitment and cooperation behavior. Research results show as follows：the functional support and emotional support could help customers formulate positive psychological experiences and establish the relationship commitment to service firms, further have positive impacts on customer＇s cooperation behaviors which includes participation behaviors and citizenship behaviors.