초록 close

This study has established the employees at the service encounters of the sports centers located in Daegu Metropolitan City as the population in order to examine the effects of the customers' participation at the service encounters of the sports centers on the conflict and contentment of the employees. A total of 150 employees at the service encounters of the seven sports centers located in Daegu Metropolitan City have been chosen as the sampling. The objects of the study are first to find out the customers' participation which the employees at the service encounters of the sports centers perceive and then to examine the effects of the degrees of the customers' participation at these service encounters on the conflict of the employees and finally to find out the effects of the conflict of the employees on their contentment. Next, according to the findings of the verification of the hypotheses as regards the relation between these and the conflict of the employees at the service encounters, the customers' kindness(consideration and sociability) has been found to have a significant effect, but the roles of the customers have been found to have no significant effect. Among the roles of the customers, the roles for themselves have been found to have a significant effect, but to have no significant effect on the opposite directivity.