• Journal of Advanced Navigation Technology
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• v.16 no.2
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• pp.340-350
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• 2012

The purpose this study is to find out how cabin service quality influences customer value and relationship retention intention focus on upper-class seats customer in airline. In the result of the hypothesis verification, this study hypotheses concerning the effect relations between cabin service quality, customer value and relationship retention intention. Therefore this study needs to be studied the quality of cabin service of upper-class and service value. Based on the research findings airline cabin service department have to examine various customer needs with the development of items and services.

• Management & Information Systems Review
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• v.31 no.4
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• pp.445-467
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• 2012

Service is delivered to customers through interactions between service personnel and customer that will influence encounter outcomes. During service encounter, physical, psychological, emotional elements will be put into the service delivery. Thus, the purpose of this paper was to understand the rapport in hospitality & service encounter and examine the relationship between service provider's interaction, customer's participation and relationship belief. The research findings indicated that service provider's interaction and customer's participation were positively related to rapport. Furthermore, rapport which a customer feels from employee was found to contribute greatly to successful relationship beliefs with customers.

• The Journal of the Korea Contents Association
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• v.10 no.7
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• pp.344-354
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• 2010

The primary purpose of this study is to examine the effects of customer satisfaction and switching barrier on customer retention and intention of WOM in insurance services. Based on relevant literature reviews, this study posits three switching barrier characteristics, that is, switching costs, attractiveness of alternatives and interpersonal relationship as key determinants of customer retention and intention of WOM. And then we structured a research model and hypotheses about relationship between these variables. A total 230 usable survey responses of life insurance service users have been employed in the analysis. The major findings from the data analyses are as follows. Firstly, customer satisfaction had a positive influence upon customer retention and intention of WOM. Secondly, two switching barrier characteristics of switching costs and interpersonal relationship had a positive influence upon customer retention. Lastly, customer retention had very significantly related to intention of WOM in insurance services. From this study, we expect to suggest practical and managerial implications to insurance service providers.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.556-570
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• 2017

The purpose of this study is to examine the structural relationships among relational benefits of the franchise coffee shop, customer satisfaction, switching cost and relationship retention intention. The results of this study are as follows: First, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on customer satisfaction. Second, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on switching cost. Third, customer satisfaction had a significant influence on relationship retention intention. Fourth, switching cost had a significant influence on relationship retention intention. Finally, the conclusion section suggested strategic implications to induce relational benefits, customer satisfaction, switching cost and relationship retention intention based on the findings.

• Journal of Convergence for Information Technology
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• v.10 no.1
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• pp.99-108
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• 2020

This study examines the relationship between service provider's authenticity, customer voice, and customer behavior in failure situation. This study employed questionnaire survey and collected 216 data. The structural equation modeling (SEM) method is used to test the hypotheses of the study. As a result, the service provider's authenticity has a significant positive effect on the constructive voice of the customer and a negative effect on the destructive voice in the failure situation. In addition, constructive voice had a significant positive effect on relationship retention intentions and destructive voice had no significant effect on relationship retention intentions. This study suggests the importance of customer voice as well as the factors to increase customer positive voice in the failure situation and provides an opportunity to be interested in customer voice.

• Journal of Convergence for Information Technology
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• v.12 no.1
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• pp.55-65
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• 2022

This study examines the relationship between customer experience, customer-influencer relationship quality, and customer behaviors. This study employed questionnaire survey and collected 413 data. The structural equation modeling (SEM) method is used to test the hypotheses of the study. As a result of the study, it was found that among customer experiences, emotional experience had a greater effect on hot IRQ than cold IRQ, and cognitive experience had a greater effect on cold IRQ than hot IRQ. And it was found that hot IRQ had a greater effect on relationship retention intention than recommendation intention, and cold IRQ had a greater effect on recommendation intention than relationship maintenance intention. This study provides various implications both theoretically and practically by examining the relationship quality between customers and influencers.

• Journal of dental hygiene science
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• v.4 no.2
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• pp.61-73
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• 2004

In this study, I have analyzed domestic dental clinics which had introduced CRM for customer satisfaction management. The purpose of this study is to provide information for designing efficient CRM. I would suggest some strategies to carry out CRM as followed. First, promote long-term relationship with customers. Second, select a target patient group and classify customers. Third, set a systematic database up. Fourth, make various channels to communicate with customers. In addition, the following ways are essential to be successful in implementing CRM. First, strengthen the service provided at the Moment of Truth (MOT). Second, organize learning in hospital and all the staff should be customer-oriented. Third, perform systematic "internal marketing".

• Journal of Convergence for Information Technology
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• v.10 no.12
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• pp.256-265
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• 2020

This study examines the effects of perceived service employee support on customer's negative silence, defensive silence and acquiescent silence, and the effects of such negative silence on relationship retention intention. Through this, we would like to discuss the negative effects of customer's negative silence and suggest strategies to reduce negative silence. This study employed questionnaire survey. The total number of questionnaires used in the final analysis was 220. A structural equation model was used for hypothesis analysis. As a result, the perceived service employee support has a significant negative effect on the defensive silence and acquiescent silence in the failure situation. In addition, acquiescent silence had a significant negative effect on relationship retention intentions and defensive silence had no significant effect on relationship retention intentions. Acquiescent silence had a higher negative effect on relationship maintenance intention than defensive silence, indicating that acquiescent silence was worse than defensive silence.

• Proceedings of the Korean Statistical Society Conference
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• 2000.11a
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• pp.1-4
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• 2000

상위 $20\%$의 우량고객이 기업수익의 $80\%$를 기여한다는 파레토 법칙을 인용하지 않더라도 고객이 원하는 상품과 서비스를 지속적으로 제공함으로써 고객과의 지속적인 관계를 통한 고객과의 지속적인 관계유지, 특히 우량고객의 확보, 유지는 기업의 수익증대에 깊은 관계가 있으며 결국 기업의 생존을 가늠하는 길이 될 것이다. 최근에는 금융권간 업무영역이 무너지면서 모든 금융기관들은 우수고객 확보를 위해 영업력을 집중시키고 있다. 특히 수익기여도가 높은 우수고객에 대해서는 차별적인 우대서비스를 명시적으로 규정하고 우량고객 확보를 위한 생존을 건 경쟁이 벌어지고 있다. 따라서 우량고객은 자료를 통한 객관적이고 합리적 기준에 의해 확보되어야 한다. 본 연구에서는 이에 대한 방법론으로서 데이터베이스 모델링을 제시하며, 그 효과를 측정하도록 하고, 고객 속성에 따른 고객세분화에 이용될 수 있음을 보여준다.

• The Journal of the Korea Contents Association
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• v.13 no.11
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• pp.856-865
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• 2013

The customer retention of internet shopping mall become important nowadays as internet shopping mall is expanding quickly. In this situation, the present study aims to analyze the components of internet shopping mall service quality and it's relationship with satisfaction, and retention. The CRM is a very important point for company marketing, it is also necessary to construct trust and commitment. Especially it has been recognized that when we deal with online shopping, the correlation with customers is very important. At this point one purpose of this study is to find out those effects on satisfaction of the service quality. Another purpose is to find the factors which effect retention. Structural equation modeling is used to test the model building in this paper based on the data from survey of 223 online shopping mall customers. The results in the study provide our supports to the model and indicate that: first, service quality has a positive effect on satisfaction. Second, satisfaction, trust and commitment have strong relations and they affect customer retention in the internet shopping mall service.