This study explores the role of the digital communication in determining customers’ e-service agent use behavior and examines whether perceived communicator authority interacts with communication style toward strengthening or weakening future e-service agent use intention. The results of this study provide pioneering evidence on the effects of digital service communication strategies. This study contributes to digital service research by exploring the communication strategies of e-service agents. Results also provide implications for practitioners on how to achieve most out of deploying digital communications in the digital customer service platform.

본 연구는 퍼스널트레이너-고객 간의 라포형성이 운동성과에 미치는 영향관계를 커뮤니케이션 스타일을 중심으로 인과 관계(SEM)를 밝히고자 하였다. 이에 2022년 10월 1일부터 4월 28일까지 표본계 획에 의해 PT고객 187명을 대상으로 모바일 프로그램 ‘서베이몽키’를 통해 다음과 같은 결과를 도출 하였 다. 첫째, 커뮤니케이션 스타일은 라포형성에 영향(+)을 미치는 것으로 나타났다. 둘째, 커뮤니케이션 스타 일은 운동성과에 부분적으로 영향(+)을 미치며, 통제형은 영향관계가 성립되지 않았다. 셋째, 라포형성이 운동성과에 영향을 미치는 것으로 나타났다. 따라서 PT는 일반적인 서비스가 아닌 인적 서비스이기에 그 중요성이 더욱히 강조되어야 될 것이다. 또한, 치열한 PT시장에서 우위를 점하는 것은 바로 고객이 반응할 수 있는 표현방식 언어적 측면과 비언어적 측면을 적절하게 반영된다면 운동성과와 경영성과 둘 동시 영향 을 줄 것으로 판단된다.

최근의 조직은 기술혁신을 활용하여 성과를 창출하기 위해 위계적인 조직에서 팀 기반의 조직으로 변 화하며, 업무가 팀 단위로 수행되고 있다. 본 연구는 팀 구성원들이 긍정적 상호작용을 통해 공동의 목표를 달성하는 협업의 중요성이 커지고 있다는 점에 초점을 두었다. 구성원 개인의 팀 협력에 영향을 미치는 개인과 팀 수준의 선행변수들의 상호작용 과정을 확인하고자 팀 지향적 조직시민행동이 팀 협력에 미치는 영향을 검증하였다. 다수준이론 관점에서 팀 의사소통이 교차수준(cross-level) 조절효과를 보이는지 확인하였고, 실무적 관점에서 고객 관련 직무(즉, 영업 대 사후관리(A/S))가 개인수준에서 조절효과를 나타내는지 검증하였다. 실증 분석 결과는 다음과 같다. 첫째 팀 지향적 조직시민행동은 팀 협력에 정적(+)인 영향을 미치는 것으로 나타났다. 둘째, 팀 의사소통은 팀 지향적 조직시민행동과 팀 협력의 관계를 팀 수준에서 조절하였다. 셋째, 고객 관련 직무는 팀 지향적 조직시민행동과 팀 협력의 관계를 개인 수준에서 조절하였다. 이러한 연구 결과는 팀 지향적 조직시민행동을 조직 상황에 적용할 때 조직 내 수준(level)을 반영하는 이론화 노력이 필요하며, 구성원의 팀 지향적 조직시민행동의 동기를 높이기 위해 다양한 교육과 지원제도가 필요함을 제시하였다. 연구 결과를 바탕으로 시사점과 향후 연구 방향을 논의 하였다.

Online reviews enable brands to promote their products by means of word-of-mouth communication. In an e-commerce environment, user-generated customer feedback, as a form of electronic word-of-mouth (eWOM), is a crucial source of information in the prepurchase stage as many customers base their purchase decision on feedback from other customers. eWOM is perceived as a reliable source of information and has become especially important in an online environment (Chevalier & Mayzlin, 2006; Li & Zhan, 2011). Existing research has shown that customer feedback positively influences sales (Chevalier & Mayzlin, 2006; Forman, Ghose, & Wiesenfeld, 2008; Ha, Bae, & Son, 2015). Yet, only very limited research on how to communicate customer feedback to maximize a company’s top-line growth has been conducted (Packard & Berger, 2017). In this study, we aim to fill this gap by investigating how numerical customer feedback metrics should be communicated to attract new customers. Using an experiment, we empirically investigate which of the two widely established numerical customer feedback metrics, a customer recommendation rate or a customer satisfaction rate, is better suited to attract new customers and hence stimulate company growth. The impact of the stimulus on the purchase process is measured by means of three different dependent variables to imitate the hierarchy of a purchase decision: consumers’ interest towards the ad, their attitude towards the product shown in the ad as well as their purchase intention. Furthermore, we include several moderating factors, which have proven to be relevant when looking at online reviews, namely product type as well as consumers’ motivation and ability to process persuasive communication (Gupta & Harris, 2010; Klein, 1998; Petty & Cacioppo, 1986).

Indiscriminately installed signboards are messy in out of harmony with the urban environment. In such a case, improving signage project is needed to improve significantly the urban environment. Signboards are installed to give good perceptional effect through communication with the customer. Also, Signboards are designed to make harmonize well with the urban environment because signboards are installed in virtually every place, such as the residential environment, the natural environment, the commercial environment of the city. The design of signboards should consider functional elements as a perceptual media and the user interface communication in order to provide customers with various services such as traffic information and life safety. In this study, we analysis design and functionality the customer is seeking, and suggest design elements of signboards which can well harmonized with the urban environment.

Services have continuously been growing and over the last years have become an increasingly important part of the worldwide economy (Kanso and Kitchen, 2004; Margetts, 2012). More importantly, with rapid developments of interactive marketing communications service quality, customer satisfaction and customer loyalty are increasing becoming the determinants of business success factors in the service sector (Parasuraman and Grewal, 2000; Caruana, 2002, Aksoy et al 2012). Particularly, when the production of service delivery is associated with communication, customer relationship and people intensiveness, customer evaluations of the service quality become even more critical when crossing boundaries (Kanso and Kitchen, 2004). In recent years, multi-channel customer contacts such as self-service web chat, phone, and email points of customer interaction modes are in focus (e.g., Cooper et al 2009; Robertson, 2012) to enhance customer service experience and satisfaction. Although marketing academics and practitioners agree that identifying suitable communication channels is vital for company’s long term success, there is an on-going debate in the literature whether this integrated multi-channel communication platform is right for the customers and is effective for service quality, customer service satisfaction and loyalty in this turbulent and ever changing global environment. Realistically, not all customers have the same level of technological skills or prefer using the same communication vehicle. As marketers remain concerned whether to standardise customer communication channels or not, a need arises to understand customer choices of their preferred communication interaction and type of communication contact. Therefore, there is a need to pay a greater attention to the determinants, which might have an impact on the relationship between customers’ communication mode choices and service quality as well as between customer satisfaction and customer loyalty. This paper aims to fill the aforementioned gaps by combining various elements into the theoretical model and providing a more complete picture of the interconnectedness of the elements of multichannel communication contacts from a process and technology perspective. Thus, a theoretical framework for modelling the determinants of customer choice of communication modes should be of interest for international and global services companies.

As the population of the silver generation is increasing, the importance and effects of the market for the silver generation are also growing. We segments the categories of the silver generation into six sub-segments using based on the factors like life s

PurposeThemaingoalsofthisstudyare(1)tostudythe–informationsourcesusedthemostbycustomersofIslamicbanks;and(2)tocomparethiswithconventionalbankcustomers. Researchdesign,data,andmethodology125Islamicbank–customersand125conventionalbankcustomersweresurveyed.Thestudyemployedtwoindependentsampletests.Additionally,anexploratorystudywasconductedtosupportthequantitative analysis. ResultTheresultsshowthatIslamicbankcustomersuse–personalaswellasmarketinginformationsourcesmorein-tenselythanconventionalbankcustomers,althoughtheresultdifferenceswerenotsignificant.Specifically,customersofIslamicbanksusecertainpersonalresources(parentsandfriends)andmarketinginformation(marketers)intenselythancon-ventionalbankcustomers. ConclusionThestudyrevealedthatfriendsandparentsare–themostimportantinformationsourcesfortheselectionoftheIslamicbank.Inaddition,basedontheresourcesused,Islamicbankingcustomerscanbeclassifiedastraditionalandreligiouscommunities.Therefore,themosteffectivecustomercommunica-tionswillbethroughIslamicgroupssuchasIslamicsocialin-stitutionsandIslamiceducationalinstitutions.