Factors Influencing the Consumer-Provider Relationship in Personalized Services: A Comprehensive Review

• 발행기관: 한국APEC학회
• 저자명: Bangwool Han
• 간행물 정보: 『Journal of APEC Studies』Vol.17 No.1, 71~87쪽, 전체 17쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2025.06.30

국문 초록

Given the growing demand for individual service providers who deliver personalized customer satisfaction, it is essential to study the key characteristics that influence relationship-building between consumers and these providers. Compared to delivering tangible goods, services are defined by inseparability, intangibility, and inherent variability, making the provider’s performance and the quality of the consumer-provider interaction central to the overall experience and to the development of loyalty. In a competitive marketplace where products are increasingly homogeneous,the ability to deliver exceptional, personalized service has become a primary differentiator. This article systematically reviews research published over the past two decades in service marketing and management, identifying key factors and conditions that shape the customer-service provider relationship. Relationship marketing literature consistently highlights that strong relationships are built on trust, and consistent communication, all of which are especially important in personal service contexts where the individual service provider’s values and expertise are central to the offering. By analyzing this body of work, this paper offers individual service providers insights into creating meaningful, value-added experiences beyond simple transactions. Understanding and leveraging these factors can help providers develop customer engagement, ultimately leading to sustainable business success in personal service environments. In light of diverse consumers’preferences and expectations for personal services, this review provides actionable implications for SMEs and policymakers seeking to enhance service quality and competitiveness, with particular relevance to the fast evolving, innovation-driven Asia-Pacific economy.

목차

I. Introduction

II. Methodology

III. Findings

IV. Conclusion

References

키워드

consumer interactions personalized services service characteristics service providers