지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술대회자료
- 저자정보
- 발행연도
- 2014.8
- 수록면
- 1,531 - 1,541 (11page)
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초록· 키워드
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As the service industry is advancing, its impact on every aspect of the global economy is increasing. In particular, the role of customers has been changed from a passive user to a value co-creator. In this environment, customers obtain various sets of knowledge about purchasing, application, and management of services and products, which is regarded as customer learning. Therefore, it is very important to understand how customer learning is done and how it affects customer experience with services and products. However, previous studies insist the importance of the issues for designing customer experience, but do not empirically address these issues. This study investigates the support processes for customer learning and their impact on customer learning which in turn influence customer experience. The data was collected through survey from Apple iPod users. The findings of this study suggest that among three support processes for customer learning, learning-by-doing support and learning-by-investment support positively affect customer learning which in turn influences customer experience. This study contributes to the literature by identifying and empirically examining the factors that affect customer experience.
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