초록 열기/닫기 버튼
The importance of the employees has been incremental. This study investigates the effect of individual capacity of the employees working in speciality service on customer satisfaction. Especially, we compared the effect of employee expertise and kindness to customer service satisfaction. Speciality service can be denominated as experience goods, therefore consumer's individual characteristic may have influence on the service evaluation. Our second study verified how the purchase experience of the consumer can mitigate the effect of employee capacities(i. e, kindness and expertise) on service satisfaction. The results show that kindness and expertise both have valid effect on the service satisfaction and expertise has stronger effect on satisfaction than kindness. However for the consumers with many experiences in purchase, kindness had stronger effect in service evaluation than expertise and had positive effect on service satisfaction This study may provide several managerial implications in employee recruitment and education in speciality service field.
키워드열기/닫기 버튼
Speciality Service, Service Satisfaction, Service Employees, Art Management, Art Marketing
