Purpose

The purpose of this study is to examine the effect of service authenticity, customer participation (CP) and customer-perceived service climate on customers' service evaluation within the context of smartphone repair services in South Korea. A conceptual model, including customer-perceived service climate, service authenticity, CP, service value and service satisfaction, was proposed and tested.

Design/methodology/approach

The authors test the research model using a structural equation modeling approach (Amos) based on a mobile survey of 430 South Korean consumers. The authors design the research based on causal relationships and collect the data using the convenience sampling method.

Findings

The authors found that the independent variables (customer-perceived service climate, service authenticity and CP) have a positive effect on service value as well as service satisfaction. Further, service value has a mediating effect on the relationships between the independent variables and service satisfaction.

Originality/value

This is the first study to examine the effects of smartphone repair service on customers' evaluation. As the number of smartphone users increases, the results obtained from this study will provide important managerial implications for service managers.

中文翻译：

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服务真实性，客户参与度和客户感知的服务环境对客户服务评估的影响

目的

这项研究的目的是在韩国的智能手机维修服务范围内，检查服务真实性，客户参与度（CP）和客户感知的服务环境对客户服务评估的影响。提出并测试了一个概念模型，包括客户感知的服务环境，服务真实性，CP，服务价值和服务满意度。

设计/方法/方法

作者基于对430名韩国消费者的移动调查，使用结构方程建模方法（Amos）对研究模型进行了测试。作者基于因果关系设计研究，并使用便利抽样方法收集数据。

发现

作者发现，自变量（客户感知的服务环境，服务真实性和CP）对服务价值以及服务满意度具有积极影响。此外，服务价值对自变量与服务满意度之间的关系具有中介作用。

创意/价值

这是研究智能手机维修服务对客户评价的影响的第一项研究。随着智能手机用户数量的增加，从这项研究中获得的结果将为服务经理提供重要的管理意义。