• Culinary science and hospitality research
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• v.21 no.5
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• pp.180-191
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• 2015

This study attempted to identify the relationships among perceived value (hedonic and utilitarian values), consumption emotions, and satisfaction. In addition, this study also tested the relationships of measurement items of these variables. The data were collected from American restaurant diners who have experienced any Asian restaurants within the last 30 days. A total of 435 responses was used for data analysis. Descriptive statistics, principal component analysis, reliability test, and regression analysis were utilized to analyze the data. The results found that hedonic value influenced positive emotions and satisfaction. Utilitarian value increased positive emotions and satisfaction while decreases negative emotions. In addition, positive emotions increased customer satisfaction; negative emotions decreased customer satisfaction. In the measurement level, traditional music, traditional aspects of food, and restaurant layout of hedonic value influenced positive emotions and interior design had an impact on customer satisfaction. On the other hand, food taste and healthy food option of utilitarian value influenced positive emotions and satisfaction; only food taste was negatively related to negative emotions. Managerial implications were provided.

• The Journal of the Korea Contents Association
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• v.12 no.9
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• pp.293-310
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• 2012

The purpose of this paper is to explain and identify how services offer-related characteristics of services providers such as service competence, reliability, and responsiveness have an effect on cognitive trust and customization characteristics of services providers has influences on affective trust. And it is to explain and identify how cognitive trust has an effects on affective trust and loyalty, and how affective trust has influence on loyalty in services setting such as apparel services of search attribute, hair services of experience attribute, and dental services of credence attribute. A survey study was conducted to collect the data with consumers who have experience purchase or search on services in apparel services, hair services, and dental services. Analysis of structural equation modeling with AMOS 18 and SPSS win 19.0 was performed to test the research hypothesis. The results of the study are as follows: First, responsiveness characteristics of service providers has an effect on cognitive trust, which in turn influences on affective trust. But there was on effect on customer loyalty by cognitive trust and affective trust in apparel service setting. Second, service competence characteristics and reliability characteristics of service providers have effect on cognitive trust, and customization characteristics of service providers has influences on affective trust, and then both of them, in turn, was effect on customer loyalty in hair service setting. Third, reliability characteristics of service providers has effects on cognitive trust and customization characteristics of service providers has influences on affective trust, and then cognitive trust has effects on customer loyalty, but there was no effects on affective trust by customer loyalty.

• Culinary science and hospitality research
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• v.16 no.2
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• pp.110-135
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• 2010

The purpose of this study was to examine the effects of a mileage program on consumers' negative emotions and behavior when the program failed. To accomplish the purpose of this study, the failures in mileage programs were classified into three types(refusal, delay, reduced advantages) with two types of customers' commitment(affective and calculative), and an experimental design was used to verify the effect of customers' negative emotions on their negative behavior when the programs fail. A total of 600 university students in Seoul and Pusan areas were surveyed from 1st of Sept. to 30th in 2009. The result suggests that both consumers with affective commitment and those with calculative commitment felt negative emotions(regret, disappointment) when a mileage program failed. Consumers with affective commitment to a company are expected to give negative words of mouth to others. Also, consumers with calculative commitment to a company are expected to complain and give negative words of mouth to others.

• The Journal of the Korea institute of electronic communication sciences
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• v.7 no.3
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• pp.649-660
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• 2012

The future of appraisal industry looks negative in the reality of change of the property market and over-competition of the field. Unless Constituent members of appraisal industry cope actively with the changing circumstances the profit structure of their company will get worse and they will finally fall behind in the competition. The best policy to survive from the changing circumstances in the limited appraisal market is to provide better service and improve its structure in order to have differential competitiveness. The purpose of this study is to describe the relation between the service factors of appraisal industry and customer satisfaction for providing more effective and high quality appraisal service.

• Journal of Korea Entertainment Industry Association
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• v.13 no.1
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• pp.35-46
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• 2019

In this study, we conducted an empirical analysis to examine the effects of corporate cultural marketing activities on customer satisfaction and customer citizenship behavior through positive emotion variables. For this study, we conducted a survey on customers who have experienced cultural marketing activities of companies. The results are as follows. First, among the four factors of culture marketing activities, 'sponsorship','synthesis','style', and other factors excluding 'sales' factors influenced positive emotion. Second, positive emotion have a positive effect on customer satisfaction with products and services. Third, positive emotion affect voluntary customer citizenship behavior. As a result, it can be seen that the marketing activities of companies practicing cultural activities, differentiation of products and services based on culture, and formation of corporate culture emphasizing culture lead to positive emotion of customer. In addition, positive emotion are likely to lead to customer satisfaction with products and services, and furthermore, in order to create common value, it is sometimes possible to lead to customer citizenship behavior that voluntarily perform the same role as the company's spokesperson have. Based on the results of this study, it is necessary for domestic stakeholder to engage in innovative perspectives and ongoing activities based on the essential concepts of cultural marketing to secure customer and build competitive advantage.

• Culinary science and hospitality research
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• v.15 no.1
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• pp.271-286
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• 2009

This study explored the influence of service elements of specialty coffee houses on customers' emotion and loyalty. Physical surroundings, employees' service and price benefits were suggested as the service elements of specialty coffee shops. The results show that physical surroundings and price benefits had significant influence on positive emotion and loyalty while employees' service had no influence on them. Two emotional reponses(positive emotion, negative emotion) had significant influence on customers' loyalty. The result is important in that price benefits had a higher impact on positive emotion and loyalty than physical surroundings. This represents the customers' attitude to the late economic issues.

• Journal of Convergence for Information Technology
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• v.11 no.11
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• pp.304-311
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• 2021

The purpose of this study is to empirically research the effect of jaycustomers behavior perception on emotional dissonance, job enthusiasm, and management performance. The sample was 327 beauty workers. The research methods were conducted by frequency analysis, factor analysis, reliability analysis, correlation analysis, and simple regression analysis. First, the study shows it was confirmed that the perception of jaycustomers behavior causes emotional dissonance and loss of job enthusiasm for beauty professionals. Second, it was confirmed that the perception of the behavior of jaycustomers had a statistically significant effect on emotional dissonance. Third, the perception of the behavior of jaycustomers had a statistically significant effect on management performance. Fourth, emotional dissonance had a statistically significant effect on job enthusiasm. Fifth, it was confirmed that management performance had a statistically significant effect on job enthusiasm. Therefore, it is believed the perception of jaycustomers behavior negatively affects beauty professionals.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.82-94
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• 2016

This study on CRM oftKorean restaurant guests to test the emotional response and behavioral intention. Three kinds of variables(service quality, information quality, system quality) from Korean restaurant guests were set to test the CRM. Results of the multiple regression analysis revealed a positive significant relationship with respect to quality of service, quality information, and quality system with all customer emtional reaction. Second, the results also found that the three independent variables of quality of service (${\beta}=.104$, P<.01), information quality (${\beta}=.215$, P<.001), and system quality (${\beta}=.682$, P<001) had a significant positive effect on the dependent variable for customer behavior (+). Third, CRM quality of service, quality information, and quality of the restaurant system are shown to influence the behavior and it also showed that both the part-mediated effects.

• Journal of the Korean Society for Railway
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• v.17 no.4
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• pp.289-296
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• 2014

This study analyzes, based on survey of the behavior of 288 railroad tour conductors. how deep acting and surface acting, which were both classified as emotional labor, influence customer orientation. It also analyzes the moderating effect of POS (perceived organizational support) on emotional labor and customer orientation. The following are the summarized results of the analysis. First, railroad tour conductors' deep acting has a positive influence on customer orientation. And surface acting has a negative effect on it. Second, after the moderating effect of POS has been studied, it is found that POS does not appear to have a moderating effect on customer orientation of deep acting but does appear to have a moderating effect on customer orientation of surface acting. In conclusion, this study implies that it is important, to railroad tour conductors, that organizational level support enhance customer orientation; it is also important to manage railroad tour conductors' emotions in order to enhance customer orientation.

• Journal of Digital Convergence
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• v.11 no.4
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• pp.189-196
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• 2013

The main purpose of this study was to investigate the effect of CSR identity on customer-corporate identification and to explore the effect of customer-corporate identification on consumers' affective commitment and behavioral commitment intention. Indeed, this study investigated the mediating role of affective commitment in linking customer-corporate identification and behavioral commitment intention. Results found CSR identity to be a statistically significant construct that has an impact on consumers' customer-corporate identification. The result also showed that customer-corporate identification had positive effect on customers' affective commitment and behavioral commitment intention. And affective commitment was found to be a statistically non significant mediator that explaining the relationship between customer-corporate identification and behavioral commitment intention.