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외식 기업의 고객시민행동이 소비가치창출에 미치는 영향 -윤리적기업태도의 매개효과를 중심으로-
The effect of customer citizenship behavior on consumption value creation - The mediating role of ethical corporate attitude -
송경숙 ( Song Kyong-suk ) , 최봉순 ( Choi Bong-soon )
DOI 10.31927/asec.14.1.4
UCI I410-ECN-0102-2018-300-004290353

The purpose of this study is to examine the effect of customer citizenship behavior on consumption value creation in the foodservice industry and the role of ethical corporate attitude in this process. To achieve this, a survey was carried out to 300 Korean adults in their 20s. The empirical analysis was based on 228 trusted data. The findings were as follows. Customer citizenship behaviors had no direct effect on consumption value creation, rejecting a hypothesis, "customer citizenship behaviors will have an effect on consumption value creation", but customer citizenship behaviors had a positive effect on consumption value creation through the full mediation of ethical corporate attitude. Customer citizenship behaviors had a positive effect on ethical corporate attitudes, and ethical corporate attitudes had a positive effect on consumption value creation. As for the above-mentioned findings, customer citizenship behaviors only have a positive effect on consumption value creation when combined with ethical corporate attitudes. Consequently, perceived customer citizenship behaviors not only expand the borders of service organization, but improve corporate performance when service firms combine customers into temporary members or participants as service providers and customers are agents of performance and customer satisfaction in service firms.

[자료제공 : 네이버학술정보]
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