• Proceedings of the KSCN Conference
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• 2004.05a
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• pp.395-395
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• 2004

Continuing care retirement communities (CCRC)는 노인들을 위해 주거, 급식, 의료 및 기타 서비스를 제공하는 long-term care service의 한 종류이다. CCRC는 한 시설 내에서 independent living, assisted living, skilled nursing 서비스를 모두 제공한다는 점에서 다른 long-term care service와 구별된다. 본 연구의 목적은 CCRC에서 제공되는 급식서비스의 품질(service quality)과 가치(perceived value)에 대한 노인 고객들의 인식, 고객만족도(customer satisfaction), 급식관련 행동의사 간의 관계를 파악하는 것이었다.(중략)

• The Journal of Information Systems
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• v.17 no.4
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• pp.261-279
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• 2008

다양한 관점에서 B2C 전자상거래의 성공에 대한 연구가 진행되어왔다. 많은 사람들이 전자상거래를 가능하게 한 것은 정보시스템이며 고객의 태도와 행동을 이해하는 것이 B2C 전자상거래의 성공을 위한 필수조건이라고 생각하고 있다. 본 연구는 B2C 전자상거래 관련 문헌에서 고객의 행동에 영향을 미치는 요인들을 찾아낸 후 정보시스템 성공 모델의 기본 생각을 응용하여 고객충성도를 B2C 전자상거래의 성공으로 표현하는 구조방정식 모델을 제시하고 있다. 본 연구의 결과는 정보시스템 성공 모델에서 사용된 개념들(정보의 질, 시스템의 질, 그리고 서비스의 질)이 고객의 인지된 만족도를 통해서 고객의 충성도에 영향을 미친다는 것을 보여주고 있다. 본 연구에 사용된 모델은 정보시스템 연구자와 전자상거래 실무자들이 B2C 전자상거래의 성공 요인에 대한 이해의 폭을 넓히는데 도움을 줄 수 있을 것이라고 기대한다.

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.433-448
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• 2011

In this study, an empirical analysis was made with intent to establish an appropriate marketing business strategy for customers by inquiring into the effect of service education of 250 Korean restaurant employees, who provide services for foreign tourists in Seoul area as professional customers, on service orientation and organizational effectiveness. The result is summarized as follows. The effect of service education of Korean restaurants' employees on service orientation showed that the typicality, reliability, confidence and empathy have a positive effect on the service orientation. For the effect of service orientation on organizational effectiveness, the service orientation had a positive effect on the job satisfaction and organizational effectiveness. In other words, it was proven that the typicality, reliability, confidence and empathy of employees education are key mechanisms in improving their behaviors and attitudes to aim for important customer-centered services. Consequently, the backup of these attitudes and customer-oriented behaviors can be connected to the increase of productivity, which enhances the organizational effectiveness.

• Proceedings of the Costume Culture Conference
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• 2004.04a
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• pp.66-68
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• 2004

피부관리실에 있어서 고객만족에 미치는 영향요인으로는 피부관리실의 외부환경, 시설 등의 물리적 품질이 기본적으로 중요한 요소라는 그간 이 부분에 많은 시설개선과 연구가 진행되어져 오고 있다. 그러나 피부미용 서비스는 고객과 종사자간의 상호접촉을 통해 전달되기 때문에 피부관리실 종사원의 태도와 행동은 고객만족에 매우 큰 영향을 미치게 되며, 우수한 품질의 서비스를 제공하기 위해서는 종사원 관리가 피부관리실의 성공에 매우 중요한 요인이 된다. (중략)

• Journal of Korean Society of Transportation
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• v.24 no.2 s.88
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• pp.43-51
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• 2006

This Paper investigates how perceived Price, airline service aquality, perceived value. passenger satisfaction, and airline image determine passengers' future behavioural intentions. To test the conceptual framework, Path analysis using a maximum likelihood estimator, was applied to data collected from Korean international air passengers. It was found that all the hypothesized relationships were statistically significant. Perceived price. Perceived value, passenger satisfaction, and airline image were each found to Have a direct effect on Korean international air passengers future behavioural intentions.

• Journal of the Korea Convergence Society
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• v.9 no.1
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• pp.325-330
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• 2018

The study examined the impact of medical servicescape, human services, and effects on perceived value and customer satisfaction. From July 1, 2016 to August 31, 2016, a total of 300 outpatients visiting the university hospital and general hospital in Ulsan area participated the study. As a result, the general features of the Servicescape were more important to the aged and the higher the academic background, the higher the scores of Human Service and perceived value were revealed. There was a positive correlation between the service schedule of the medical institution, human service, perceived value, and customer satisfaction. And the factors affecting customer satisfaction were in order of human service (${\beta}=0.382$), perceived value (${\beta}=0.376$). The service scapegoats and personal services offered by customers visiting healthcare providers play an important role in understanding the internal health and needs of customers, and this research results will serve as a basic material for strengthening the competitiveness of medical institutions.

• Management & Information Systems Review
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• v.34 no.4
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• pp.83-95
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• 2015

This study examines influences of service employees' relational efforts on gratitude, indebtedness and purchase behaviors. The results follower like these. First, service employees' relational efforts have positive effects on gratitude(feelings of gratitude and gratitude-based reciprocal behaviors). And gratitude has a positive effect on purchase behaviors. Second, service employees' relational efforts have positive effects on indebtedness and indebtedness has a positive effect on purchase behaviors. It means gratitude and indebtedness can use marketing factors to influence on consumer behavior. But, indebtedness showed significantly close to the threshold, and the impact of indebtedness on purchase behaviors has the lowest than feelings of gratitude and gratitude-based reciprocal behaviors. Thus, it needs to be careful to use indebtedness as a marketing factor.

• Journal of Korea Port Economic Association
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• v.26 no.4
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• pp.147-167
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• 2010

The purpose of this study is to analyze the components and verify the relationship among service quality, customer satisfaction and relationship quality in liner shipping company. In order to achieve the purpose of this study, literature survey related to service quality, customer satisfaction, relationship quality was carried out and took an empirical analysis by the use of questionnaire method for employees in international freight forwarders. The final results are as follows; First, correlations between service quality and customer satisfaction are found to be positive. But service quality component of tangibles and responsiveness with customer satisfaction are not to be positive. Second, as the other study on the similar logistics industries, the correlation between customer satisfaction and relationship quality is found to be positive in this study.

• Asia Marketing Journal
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• v.10 no.2
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• pp.99-123
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• 2008

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.