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dc.contributor.authorHUANG, XIAORONG-
dc.creatorHUANG, XIAORONG-
dc.description.abstract지금까지 고객의 인적자원에서 조직과 고객의 상호구축의 개념이 많이 언급되고 있으나, 많은 연구는 특히 고객이 “부분적인 종업원”의 역할을 간주하고 있습니다만, 구체적인 방향과 과정, 고객의 참여행동의 역할에 대해서는 연구가 활발하게 이루어지지 않았습니다. 고객은 조직내에 부분적인 종업원으로써 물입을 하면서 자기의 자원역량을 많이 제공하고 있습니다. 현재 기술의 발달한 환경에 고객은 커뮤니티를 통하여 조직이나 조직내의 멤버과 서로 도와주며 상호작용활동을 많이 할 수가 있습니다. 이논문은 커뮤니티란 집단의 유형중 불특정한 목적을 위해 자연적으로 형성된 복합기능의 집단으로 인터넷의 발달로 교환관계의 시각에서 몰입하고 더욱 활성화되는 경향을 보입니다. 이러한 관점을 본 연구에서는 고객의 사회화된 자발적인 활동을 도입하는 형성이 설명할 수 있다. 온라인 커뮤니티에서의 고객참여-선행조건이과 조직의 퍼포먼스인 교환관계 질의 관계를 분석하고 이를 통해서 고객조직사회화의 방향을 제시하고자 합니다.;Customer as intangible & intellectual human resource for organization now is fundamentally changing the dynamics of organization’s competitive advantage, previous literature considers customer as “partial employee” has been viewed as a significant subject in organizational management. Based on the social exchange perspective, this article aims to boost research into customers’ community-member exchange relationships in specific organization by integrating customer psychological empowerment, customer perceived organizational support, customer participation activity includes online knowledge sharing activity and offline activity. It also helps to develop a framework of customer socialization process in an individual level. I tested the model by using SPSS22 and AMOS20 with data obtained from a sample of 332 individual customers, most of them are active in the relevant companies’ community. In result, it is found that customers’ psychological empowerment (PE) has a significant effect on their participation activity (eg., online knowledge sharing activity and offline activity), furthermore, customer participation activity is positively related to community–member exchange (CMX), accordingly, it mediates the influence between PE and CMX. The finding suggests that higher psychological empowered customers participate more actively in online or offline activity by providing their resources, and during such interactional participation activity, it will thus enhance the higher interpersonal relationships among customers which enhance the effectiveness and cohesiveness of the organizations.-
dc.description.tableofcontentsI. Introduction 1 A. Research Background 1 B. Research Questions 3 C. Purpose of statement 4 D. Definitions of key terms 5 E. Organization of study 5 II. Literature Review 6 A. Psychological Empowerment 6 B. Customer Participation Activity 7 1. Online Knowledge Sharing Activity 8 2. Offline Activity 9 D. Community-Member Exchange Quality 10 E. Customer Perceived Organizational Support 11 III. Hypotheses Development 12 A. Psychological Empowerment and Customer Participation Activity 12 B. Customer Participation and Community-Member Exchange Quality 14 C. The mediating role of Customer Participation Activity 15 D. The moderating role of Customer Perceived Organizational Support 15 IV. Data collection and analysis 17 A. Sample 17 B. Procedures 18 1. Independent variables and Measurement 18 2. Control variables 19 C. Methods of analysis 20 1. Factor of analysis 20 2. Reliability analysis and correlation for the Variables 23 3. Regression analysis 25 V. Conclusion and Discussion 30 A, Summary of Research Findings 30 B. Discussions and Limitations 31 Reference 34 Appendix A Survey Questionnaire 41 Abstract in Korean 44-
dc.format.extent925578 bytes-
dc.publisher이화여자대학교 대학원-
dc.titleCustomer’s online and offline participation activity mediating the relations between customer psychological empowerment and community-member exchange quality-
dc.typeMaster's Thesis-
dc.title.subtitleToward a Social Exchange Perspective-
dc.title.translated고객의 심리 임파워먼트가 커뮤니티의 고객 교환관계에 대한 영향: 고객참여의 매개효과-
dc.format.pageiv, 45 p.-
dc.identifier.major대학원 경영학과-
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