관계 효익과 공정성 지각이 관계몰입 및 고객 자발적 행위에 미치는 영향 = The Effects of Relational Benefits and Justice on Relationship Commitment and Customer Voluntary Behaviors

다국어 초록 (Multilingual Abstract)

This paper identifies the casual relationship of relational benefits and justice on relationship commitment and customer voluntary behaviors in medical service setting. The study results confirmed that relational benefits(confidence, social, and special treatment benefits) and justice(distributive, procedural and interactive justice) have direct effects on relationship commitment and relationship commitment in turn has the strong effect on customer voluntary behaviors(loyalty, participation and cooperation behaviors). Especially, the results showed that relational benefits and justice in addition to relationship commitment plays a strong, central role in determining the voluntary behaviors in medical service setting. Managerially, this study contributes to the understanding medical service management and limitations of this study and guidelines for future researches are also discussed.

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