The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea
Seoul Business School, Seoul School of Integrated Sciences and Technologies (aSSIST), Seoul 03767, Korea
*
Author to whom correspondence should be addressed.
Behav. Sci. 2020, 10(7), 115; https://doi.org/10.3390/bs10070115
Received: 8 June 2020
/
Revised: 1 July 2020
/
Accepted: 10 July 2020
/
Published: 12 July 2020
(This article belongs to the Section Organizational Behaviors)
This study aimed to empirically examine what effects confidence, social, and economic benefit factors have on continuous relationship orientation through the mediation of service trust, service satisfaction, and customer engagement factors in the auto maintenance and repair service sector. This study carried out a questionnaire survey with 319 customers using auto maintenance and repair service and verified hypotheses. As a result of the analysis, the confidence and social benefits of auto maintenance and repair service affected service trust, while the confidence and economic benefits affected service satisfaction. Service trust did not affect customer engagement or long-term relationship continuity but affected them when it mediated service satisfaction. Consequently, it was revealed that confidence benefit should be consolidated and that professionalism or service quality excellence in maintenance or repair becomes the most important factors to produce customer engagement or long-term relationship continuity in the auto maintenance and repair service. Although it is vital to improve trust or service, it is confirmed that a relationship can be maintained only if the auto maintenance or repair service is satisfactory.
View Full-Text
Keywords:
auto maintenance and repair service; relationship benefits; customer engagement; relationship orientation; service trust; service satisfaction
▼
Show Figures
Figure 1
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited
MDPI and ACS Style
Hong, J.; Kim, B.; Oh, S. The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea. Behav. Sci. 2020, 10, 115. https://doi.org/10.3390/bs10070115
AMA Style
Hong J, Kim B, Oh S. The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea. Behavioral Sciences. 2020; 10(7):115. https://doi.org/10.3390/bs10070115
Chicago/Turabian StyleHong, Jinpyo, Boyoung Kim, and Sungho Oh. 2020. "The Relationship Benefits of Auto Maintenance and Repair Service: A Case Study of Korea" Behavioral Sciences 10, no. 7: 115. https://doi.org/10.3390/bs10070115
Find Other Styles
Note that from the first issue of 2016, MDPI journals use article numbers instead of page numbers. See further details here.
