Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Understanding of Customers’ Participation and Citizenship Behavior in the Restaurant Industry using Critical Incidents Technique
- Journal of Tourism Sciences
- Abbr : JTS
- 2015, 39(8), pp.169-193
- DOI : 10.17086/JTS.2015.39.8.169.193
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Cha, Sung-Mi 1, Soo-Youn Kim 2
1한양여자대학교
2연세대학교 식품영양학과
Accredited
ABSTRACT
For the service industry, the roles of customers are the essential element for the successful service delivery because of the service inseparability. This study aims to clarify customers’ participation behavior and citizenship behavior in the restaurant industry using the critical incident technique(CIT). The research was designed to collect the customers’ narrative of those who have visited restaurants in 6 months. Classifications were conduct with 543 narrative. The elements of customer participation behavior include ‘information seeking’, ‘information transmission’, and ‘responsible behavior’. The elements of customer citizenship behavior include ‘helping’, ‘tolerance’, ‘feedback’, and ‘recommend’. This study also shows that managing the customer participation behavior and citizenship behavior is more important than other industries, because service delivery is based on the interaction.
Statistics
-
466 Viewed
-
187 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
강남국
/ 2003
/
A Study of the Effective Process Design for Bellman Service
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
12(2)
: 219~238
[journal]
강인호
/ 2004
/ 호텔기업에 있어서 고객참여가 종업원의 서비스 품질과 조직시민행동에 미치는 영향
/ Tourism Research
18
: 1~21
[journal]
김유경
/ 2010
/
Study on the Influence Customer Participation in Service Production Process has on Customer Satisfaction and Consequence Variables -Subjecting Family Restaurant-
/ 마케팅논집(Journal of Marketing Studies)
/ 한국전략마케팅학회
18(1)
: 1~22
[journal]
김현식
/ 2005
/
An Incentive Mechanism for Customer Citizenship Behavior
/ 마케팅연구
/ 한국마케팅학회
20(4)
: 1~18
[thesis]
박범수
/ 2014
/ 중요사건기법(CIT)을 이용한 프로야구 관람객들의 관람경험 및 서비스 개선
/ 석사
/ 연세대학교
[thesis]
박정영
/ 2001
/ 외식 서비스 인카운터에 관한 연구 : Critical Incident Technique을 중심으로
/ 박사
/ 경기대학교
[journal]
백운배
/ 1997
/ 서비스 접점에서의 고객참여에 관한 연구
/ 대구대학교 사회과학연구
3(2)
: 241~258
[journal]
서문식
/ 2010
/
The Roles of Customer Participation Behavior and Citizenship Behavior in the Relationship Development
/ 마케팅연구
/ 한국마케팅학회
25(1)
: 159~193
[journal]
서문식
/ 2008
/
A Study on the Importance of Customer Participation and the Relationship with Positive Customer Outcomes Through Customers' satisfaction in the Service Encounter
/ 고객만족경영연구
/ 한국고객만족경영학회
10(1)
: 31~49
[journal]
서문식
/ 2008
/
The Scale Development of Customer Participation in Service Settings: PARTICQUAL
/ 마케팅연구
/ 한국마케팅학회
23(4)
: 105~135
[journal]
서문식
/ 2009
/
The Influence of Customer Participation on the Interaction with Service-Provider and Emotional Elements
/ 경영학연구
/ 한국경영학회
38(4)
: 897~934
[journal]
서문식
/ 2012
/
The effect of the prior and functional participation on employee response: Moderating effect of the dependence on service providers and the prior participation
/ 경영학연구
/ 한국경영학회
41(4)
: 867~895
[journal]
신호성
/ 2014
/
Effects of Service Encounter Dimension on Customer Participation: Mediating Role of Justice Perception
/ 기업경영연구
/ 한국기업경영학회
21(4)
: 1~20
[journal]
윤만희
/ 2003
/
Perceived Justice of College Education Services and Its Effect On Relationship Quality and Customer Voluntary Behaviors
/ 경영학연구
/ 한국경영학회
32(1)
: 315~340
[journal]
윤만희
/ 2005
/
Perceived Exchange Relationships of ServiceEmployees and Its Impact on In-Role/Extra-RoleBehavioral Performance
/ 경영학연구
/ 한국경영학회
34(3)
: 783~813
[thesis]
이범준
/ 2010
/ 외식 소비자의 구전 커뮤니케이션 프로세스 탐색
/ 석사
/ 연세대학교
[journal]
이유재
/ 2004
/
The Effects of the Exchange Relationships between Service Organizations and Customers on Customer Citizenship Behavior: The Moderating Role of Customer Experience
/ 경영학연구
/ 한국경영학회
33(6)
: 1809~1845
[journal]
이유재
/ 2005
/
The Effects of Customer Citizenship Behavior and Badness Behavior on Perceived Service Quality, Customer Satisfaction, and Repurchase Intention
/ 아시아마케팅저널
/ 한국마케팅학회
7(3)
: 1~27
[journal]
이유재
/ 2006
/
Determinants of Customers' Information Engagement and the Moderating Effect of Involvement:Focused on WOM and Cooperation
/ 아시아마케팅저널
/ 한국마케팅학회
8(3)
: 13~40
[journal]
이정학
/ 2009
/
The study on service switching behavior and costs: CIT of restaurant customers
/ 관광학연구
/ 한국관광학회
33(5)
: 343~361
[journal]
이준엽
/ 2009
/
An Exploratory Study on Customer-to-customer Contact Quality Using CIT
/ 마케팅연구
/ 한국마케팅학회
24(3)
: 71~93
[journal]
이홍규
/ 2014
/
The Impact of Customer's Participation Behavior on Psychological Ownership and Service Satisfaction at Hotel Restaurant
/ 호텔관광연구
/ 한국호텔관광학회
16(1)
: 222~237
[journal]
정준이
/ 2011
/
An Empirical Study on the Antecedent Variables of Customer Citizenship Behavior in Social Exchange Point of View - The Focused on the Guests Five Star Hotel in Seoul-
/ 호텔리조트연구
/ 한국호텔리조트학회
10(2)
: 151~175
[journal]
차성미
/ 2014
/
Understanding the Eating-out Information Use Experience Using Critical Incident Technique: Focus on Comparison among Media
/ 관광학연구
/ 한국관광학회
38(8)
: 345~367
[journal]
최성환
/ 2014
/
A Study on the influence service justice on customer emotion, customer satisfaction and customer citizenship behavior and customer bad behavior - focused on family restaurant -
/ 관광연구
/ 대한관광경영학회
28(6)
: 83~111
[journal]
한상린
/ 2004
/
Effects of Customer Participation and Citizenship Behavior on Perceived Service Quality and Repurchasing Intention- In Non-profit University Educational Service -
/ 경영학연구
/ 한국경영학회
33(2)
: 473~502
[journal]
Anderson, J. C.
/ 1990
/ A model of distributor firm and manufacturer firm working partnerships
/ Journal of Marketing
54(1)
: 42~58
[journal]
Andersson, B. E.
/ 1964
/ Studies in the reliability and validity of the critical incident technique
/ Journal of Applied Psychology
48(6)
: 398~403
[journal]
Auh, S.
/ 2007
/ Co-production and customer loyalty in financial services
/ Journal of Retailing
83(3)
: 359~370
[journal]
Bateson, J. E.
/ 1985
/ The self-service customer : An exploratory study
/ Journal of Retailing
61(3)
: 49~76
[journal]
Bettencourt, L. A.
/ 1997
/ Customer voluntary performance : Customers as partners in service delivery
/ Journal of Retailing
73(3)
: 383~406
[journal]
Bitner, M. J.
/ 1990
/ The service encounter : Diagnosing favorable and unfavorable incidents
/ Journal of Marketing
54
: 71~84
[journal]
Bitner, M. J.
/ 1997
/ Customer contributions and roles in service delivery
/ International journal of service industry management
8(3)
: 193~205
[journal]
Bowen, D. E.
/ 1986
/ Managing customers as human resources in service organizations
/ Human Resource Management
25(3)
: 371~383
[journal]
Brief, A. P.
/ 1986
/ Prosocial organizational behaviors
/ Academy of Management Review
11
: 710~725
[journal]
Chen, S. C.
/ 2015
/ Antecedents of mandatory customer participation in service encounters : An empirical study
/ International Journal of Hospitality Management
46
: 65~75
[journal]
Chen, W. Y.
/ 2012
/ Assessing travel business partners using the critical incident technique and the analytic hierarchy process
/ Tourism Economics
18(2)
: 295~310
[journal]
Chervonnaya, O.
/ 2003
/ Customer role and skill trajectories in services
/ International Journal of Service Industry Management
14(2)
: 347~363
[thesis]
Faranda, W. T.
/ 1994
/ Customer participation in service production: An empirical assessment of the influence of realistic service previews
/ 박사
/ Arizona State University
[journal]
Flanagan, J. C.
/ 1954
/ The critical incident technique
/ Psychological Bulletin
51(4)
: 327~358
[journal]
Fournier, S.
/ 1998
/ Consumers and their brands: Developing relationship theory in consumer research
/ Journal of Consumer Research
24(3)
: 343~373
[book]
Gartner, A.
/ 1975
/ The service society and the consumer vanguard
/ Harper & Row
[journal]
Gouldner, A. W.
/ 1960
/ The norm of reciprocity : A preliminary statement
/ American Sociological Review
25
: 161~178
[thesis]
Groth, M.
/ 2001
/ Managing service delivery on the internet: Facilitating customer’s coproduction and citizenship behavior in service organization
/ 박사
/ The University of Arizona
[journal]
Groth, M.
/ 2005
/ Customers as good soldiers : Examining citizenship behaviors in internet service deliveries
/ Journal of Management
31(1)
: 7~27
[journal]
Holt, D. B.
/ 1995
/ How consumers consume:A typology of consumption practices
/ Journal of Consumer Research
22(6)
: 1~16
[journal]
Houston, F. S.
/ 1986
/ The marketing concept:What it is and what it is not
/ Journal of Marketing
50(4)
: 81~87
[journal]
Hsieh, A. Y. C.
/ 2004
/ Participative customers as partial employees and service provider workload
/ Industrial Journal of Service Industry Management
15(2)
: 187~199
[thesis]
Hubbert, A. R.
/ 1995
/ Customer co-creation of service outcomes: Effects of locus of causality attributions
/ 박사
/ Arizona State University.
[journal]
Kelley, S. W.
/ 1990
/ Customer participation in service production and delivery
/ Journal of Retailing
66(3)
: 315~335
[report]
Langeard, E.
/ 1981
/ Services marketing: New insights from consumers and managers
/ Marketing Science Institute
[journal]
Larsson, R.
/ 1989
/ Organization and customer : Managing design and coordination of services
/ Academy of Management Review
14(2)
: 213~233
[journal]
Lengnick-Hall, C. A.
/ 1996
/ Customer contributions to quality : A different view of the customer-oriented firm
/ Academy of Management Review
21(3)
: 791~824
[thesis]
Lloyd, A. E.
/ 2003
/ The role of culture on customer participation in service
/ 박사
/ The Hong Kong Polytechnic University
[journal]
Lundeen, H. K.
/ 1995
/ Service recovery in commercial real estate management
/ Journal of Propoerty Management
60(3)
: 30~32
[journal]
Meuter, M. L.
/ 2000
/ Self-service technologies : Understanding customer satisfaction with technology-based service encounters
/ Journal of marketing
64(3)
: 50~64
[journal]
Mills, P. K.
/ 1986
/ Clients as ‘partial’ employees : Role development in client participation
/ Academy of Management Review
11(4)
: 726~735
[book]
Rodie, A. R.
/ 2000
/ Customer participation in services production and delivery in Handbook of Service Marketing and Management
/ Sage Publications, Inc
: 111~126
[journal]
Skaggs, B. C.
/ 2004
/ Strategic positioning, human capital, and performance in service organizations : A customer interaction approach
/ Strategic Management Journal
25(1)
: 85~99
[journal]
Solomon, M. R.
/ 1985
/ A role theory perspective on dyadic interactions: The service encounter
/ Journal of Marketing
49(Winter)
: 99~111
[journal]
Kellogg, D. L.
/ 1997
/ On the relationship between customer participation and satisfaction : Two frameworks
/ International Journal of Service Industry Management
8
: 206~219
[journal]
Wind, J.
/ 2001
/ Customerization : the next revolution in mass customization
/ Journal of Interactive Marketing
15(1)
: 13~32
[journal]
Wright, K. B.
/ 2005
/ Researching internet-based populations : Advantages and disadvantages of online survey research, online questionnaire authoring software packages, and web survey services
/ Journal of Computer-Mediated Communication
10(3)
: 00~00
[journal]
Yi, E. J.
/ 2013
/ Customer value co-creation behavior : Scale development and validation
/ Journal of Business Research
66
: 1279~1284
[journal]
Yi, Y. J.
/ 2011
/ Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention
/ Journal of Business Research
64
: 87~95
[book]
Zeithaml, V. A.
/ 2013
/ Services marketing : integrating customer focus across the firm
/ McGraw-Hill Companies
This paper was written with support from the National Research Foundation of Korea.