• Title/Summary/Keyword: 고객 친밀도

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The Impact of Interpersonal Relationships on Department Stores Customer Satisfaction and Trust, Loyalty (백화점 고객이 가지는 관계가 고객만족과 신뢰 및 충성도에 미치는 영향에 관한 연구)

  • Lee, Joung-gun;Bea, Mu-eun
    • Journal of Distribution Science
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    • v.4 no.1
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    • pp.27-51
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    • 2006
  • This study is to understand the existing relation-marketing based on a result that social-relationship in market can effect on customer's action with expanding the seller-purchaser relationship, and understanding purchaser-purchaser relationship in the community. The result of this study could be summarized as below: First, the customer-sales person friendly relationship effects respectively on customer satisfaction and loyalty. Second, friendly relationship of customers effects on customer satisfaction and loyalty. Third, customers' satisfaction and trust increases customers loyalty. Considering that they could cause others to re-buy, friendly word of mouth, recommendations, we should know improving customers loyalty about a company(department store) is very important. This study presents not only customers and sales clerks relationship but also developing customer-customer relationship is important as well. From the viewpoint, this study gives the following strategic tactics to companies. First, customer's relationship with sales clerk is not able to be built in a short time unlike discount or gifts. Second, relationship around customers effects on loyalty of the department store, over the relationship of simple customer-sales clerk. Finally, companies, to make a relationship like fabric, should escape a two-level channel, a company to a customer, then recognize a three-level channel, a company to a friendly customer to a neutral or a unfriendly customer. That means a business should use the positive to make the negative or the neutral change their behavior to it.

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A Study of Customer Responses to Service Failure and Recovery: The Role of Service Provider's Recovery Effort and Customer-Employee Rapport (서비스 실패와 복구 후의 소비자 반응에 관한 연구: 서비스제공자의 복구노력과 고객-종업원의 친밀감의 역할을 중심으로)

  • Park, Sojin
    • Asia Marketing Journal
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    • v.9 no.3
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    • pp.75-115
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    • 2007
  • This study investigated the effect of service provider's recovery effort and pre-failure customer-employee rapport on post-recovery consumer response such as satisfaction, purchase intention, and positive Word-of-Mouth communication. First, this study explored the interaction effect of recovery effort and customer-employee rapport on post-recovery consumer response. The result shows when the level of pre-failure customer-employee rapport is high, customer's positive responses decreased slightly even though they perceived low recovery effort. However, when the level of pre-failure customer-employee rapport is low, customer's responses were decreased considerably in case of low recovery effort. Second, this study examined 'service recovery paradox' which is post-recovery consumer's satisfaction is greater than the case of no service failure. The result shows recovery paradox was not supported in all samples regardless of the level of recovery effort and customer-employee rapport. Synthetically, customer-employee rapport took a buffering role in customer response after service failure although it's not the same as error-free state.

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A Study on the Loyalty at Virtual Shopping Mall (가상점포 애호도에 미치는 영향요인에 관한 연구)

  • Oh, Sang-Hyun;Shin, Bong-Dae;Shim, Gyu-Yul
    • Journal of Global Scholars of Marketing Science
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    • v.8
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    • pp.315-339
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    • 2001
  • As a new environment, the Internet proposes to us the innovative change of our life. Recently, there has been much attention to the virtual shopping mall as a new distribution channel and marketing tool. In this study, the effect of satisfaction and commitment on loyalty at virtual shopping mall is investigated. Additionally, we examined the effects of the navigation, merchandise value, shopping experience, and community on satisfaction and commitment. The study results as follows: First, satisfaction is a function of navigation, merchandise value, shopping experience, and customer intimacy. Second, commitment is a function of shopping experience, customer intimacy, and community. Third, satisfaction and Commitment is significantly related to virtual shopping mall loyalty.

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An Interactive Approach to Categorize Questions on the Internet BBSs (인터넷 게시판 질문 분류를 위한 인터랙티브 접근방법에 관한 연구)

  • Jae-Kwang Lee;Seong-Ho Noh;Ok-Hyun Ryou
    • The Journal of Society for e-Business Studies
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    • v.8 no.3
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    • pp.177-195
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    • 2003
  • In a traditional customer support environment, mainly call centers or service centers are responsible for receiving inquiries from their customers via telephone calls. Due to the rapid growth of Internet with its widespread acceptance and accessibility, means of communication with customers in the traditional customer support center, such as telephones, letters, and direct-visiting, have been replaced by e-mails and bulletin board systems (BBSs) using the Internet constantly. BBSs are basically question and answer systems, they require some lead time to get answer from administrator. To reduce lead time, BBSs enable remote customers or users to log on and tap into a knowledge database that is generally formatted in the form of Frequently Asked Questions (FAQs) that provide answers and solutions to the common problems. And, many different types of the questions are mixed on the BBS. It is a burden to administrator. To build FAQs and to support BBS adminstrator, a supporting tool which is to categorize questions is helpful. In this research, we suggest an interactive question categorizing methodology which consists of steps to present question using keywords, identifying keywords' affinity, computing similarity among questions, and clustering questions. This methodology allows users to interact iteratively for clear manifestation of ambiguous questions. We also developed a prototype system, IQC (interactive question categorizer) and evaluated its performance using the comparison experiments with other systems. IQC is not a general purposed system, but it produces a good result in a given specific domain.

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A Study on Propriety of Call Host Service in the Family Restaurant using Fishbein Behavioral Intention Model (Fishbein 기법을 이용한 패밀리 레스토랑의 호스트 호명제 서비스 타당성에 대한 연구)

  • Choi Young-Ik;Seo Kwang-Kyu;Ahn Beumjun
    • Proceedings of the KAIS Fall Conference
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    • 2004.06a
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    • pp.331-334
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    • 2004
  • 외식산업은 국민경제의 발전에 따른 가처분 소득 증가, 여가시간의 증대, 맞벌이 세대의 증가, 핵가족화 등의 성장원인으로 국민의 의식형태의 변화에 따라 수많은 외국 브랜드의 레스토랑이 국내에 진출하여 경쟁이 심화되어 있다. 외국계 레스토랑의 국내 진출은 의식 서비스 품질의 중요성을 인식시켜주는 계기가 되었으며, 고객만족은 그 어떤 무엇보다도 중요한 기업활동의 목적으로 여기는 계기가 되었다. 이러한 점을 감안하여 본 연구는 패밀리 레스토랑을 이용하는 고객들의 만족영향요인으로서 서비스 품질을 선행요인으로 하여 고객만족과 사후에 전개되는 행동과의 관계를 구조적으로 측정하였다. 그리고, 가장 취약한 점을 찾은 후 그 점을 가장 잘 보완할 수 있고, 고객과의 관계를 더욱 친밀히 할 수 있는 새로운 서비스의 타당성을 측정해 보았다. 새로운 서비스로써 지금까지 각 테이블당의 호스트 개념을 고객관리를 함께 하도록 호스트들에게 더 많은 권한을 이양해 주어, 개개인의 호스트라는 느낌을 가져서 타 패밀리 레스토랑보다 특별한 고객으로 대한다는 것을 느낄 수 있게 한다면 통계적으로 살펴봤던 반응성과 공감성 요인의 취약함을 오히려 강점으로 만들 수 있다는 결론이 도출되었다.

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중소기업의 공동 ASP환경을 이용한 WebERP 활용과 구축전략

  • Jeong, Sei-Hyun
    • 한국IT서비스학회:학술대회논문집
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    • 2002.06a
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    • pp.96-107
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    • 2002
  • 21세기를 맞이하는 기업은 세계화와 국제화, 정보의 다양화 및 분산화, 제품수명주기의 단축과 수익률의 감소, 고품질의 제품, 지식산업의 등장, 고객 욕구의 증대 등 다양한 내 ${\cdot}$ 외적 환경변화에 대응해야 하고 경쟁우위를 확보하기 위해 끊임없이 기업의 변화능력을 확보해야 한다. 기업은 제품을 생산하여 판매하는 기업의 시스템 전체가 경쟁력을 갖추어 총체적 우위를 확보하고 고객의 기호와 감성에 호소하는 제품을 만들 수 있도록 다양한 정보를 제공하는 시스템을 필요로 하게 되었다. 즉, 시간과 서비스에 뒤진 고객지원체계는 기업의 성장에 절대적인 마이너스 요인이므로 고객 정보의 효율적 관리, 고객 요구에 대한 신속한 대응, 정기적 고객만족도 조사 등 고객이 원하는 것을 재빠르게 얻어낼 수 있는 고객 친밀형 정보시스템의 확립이 요구되는 것이다. 이를 해결해 줄 수 있는 새로운 경영정보시스템이 바로 WebERP인 것이다. WebERP는 기업의 원활한 자재, 구매활동을 위해 제안된 MRP에서 시작되었으며, 생산관리의 개념을 포함하고 있는 MRPII로 확대되었다가 다시 인사나 회계, 재무 등 조직이나 기업의 전업무영역을 수용하는 종합경영정보시스템으로 발전된 것이다. 현재는 전자상거래와 관련하여 WebERP의 필요성이 부각되었고, 모기업과 협력사간의 구매발주 및 납품관리를 확대시켜 소모성자재(MRO: Maintenance, Repair & Operation) 및 기타 공동구매서비스와 유사업종간의 그룹을 형성하여 ASP(Application Service Provider)의 공동 환경을 이용한 WebERP 환경을 이용한 WebERP활용이 현시점으로 적실히 필요한 것이다. 이는 중소기업들의 공동 협업체제를 도모하여 외세를 대비하는 응집력을 확고히 함으로써 집단체제의 e마켓플레이스 확립과 더불어 국제경쟁을 대비한 방안으로서 집단 공동의 웹환경 인프라가 필요한 것이다. 이러한 배경에서 ASP환경을 이용한 WebERP활용방안과 시스템 구축전략을 경남지역의 기계산업정보화사업단이 추진하는 일반기계, 전기기계, 금속기계, 수송기계, 정밀기계의 5개 업종을 4,877개 기업 대상으로 추진하고 있으며, 그 중 WebERP의 모델로서 2003년도까지 50개 기업을 선정하고, 이는 5개 업종 골고루 선정하여 적용과 표준화 모델로 전개해 나가는 것을 정리한 것이다.

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The Investigation of Next Generation Innovation (차세대 경영혁신에 대한 고찰)

  • Kim, Young-Jin;Kim, Tae-Sung
    • Journal of Digital Convergence
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    • v.10 no.5
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    • pp.167-175
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    • 2012
  • The purpose of this paper is a study of the next generation innovation to deal with changing business environment in which the competition is getting fierce. The ultimate goal of a company is to sustain and grow by creating value or profit continuously. As the social or business environment changes, the way of creating profits also changes. Therefore, business management or innovation should be evolved in accordance with the value change, and this gives basis to the question "What would the next generation innovation be like?". This paper is not to give the definite answer to the next generation innovation, but to get discussion started. We hope that many ideas, critiques and opinions to this paper will make the next generation innovation clear.

A Study on Relationship of Salesperson's, Relationship Beliefs, Negative Emotion Regulation Strategies, and Prosocial Behavior to Customer (판매원의 관계신념, 부정적 감정 조절전략, 그리고 친소비자행동의 관계에 관한 연구)

  • Kim, Sang-Hee
    • Management & Information Systems Review
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    • v.34 no.5
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    • pp.191-212
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    • 2015
  • Unlike the existing researches related to salespersons, this study intends to place the focus on salespersons' psychological characteristic as an element affecting their selling behavior. This is because employees' psychological characteristic is very likely to affect their devotion and commitment to relationship with customers and long-term production by a company. In particular, salespersons are likely to get a feeling of fatigue or loss, or make a cynical or cold response to customers because of frequent interaction with them, and to show emotional indifference in an attempt to keep their distance from customers. But the likelihood can vary depending on salespersons' own psychological characteristic; in particular, the occurrence of these phenomena is very likely to vary significantly depending on relationship belief in interpersonal relations. In the field of psychology, under way are researches related to personal psychological characteristics to improve the quality of interpersonal relations and to maximize personal performance and enhance situational adaptability during this process; it is a personal relationship belief that is recently mentioned as such a psychological characteristic. For salespersons having frequent interaction with customers, particularly, relationship belief can be a very important element in forming relations with customers. So this study aims at determining how salespersons' relationship belief affects negative emotion regulation strategies and prosocial behavior to customer. As a result, salespersons' relationship belief was found to have effects on their negative emotion regulation strategies and prosocial behavior to customer. Negative emotion regulation strategies was found to have effects on prosocial behavior. Salespersons with intimate relationship belief try to use active regulation, support-seeking regulation and salespersons with controlling relationship belief try to use avoidant/distractive regulation. Intimate relationship belief was found to have more prosocial behavior, controlling relationship belief was found to have less prosocial behavior to customer. salespersons' negative emotion regulation strategies was found to have effects on their prosocial behavior to customer. Active, support-seeking influence prosocial behavior to customer positively, avoidant/distractive regulation influence prosocial behavior to customer negatively.

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A Study on the Impacts of Shipping Service Firm's Perceived Relational Benefits on Switching Barriers and Customer Loyalty -Focusing on Tug Boat Service- (해운기업의 지각된 관계 혜택과 전환장벽 및 고객 충성도의 관계에 관한 실증연구 -예인서비스를 중심으로-)

  • Kim, Ikseong;Kim, Hyundeok
    • Journal of Korea Port Economic Association
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    • v.37 no.4
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    • pp.89-102
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    • 2021
  • The purpose of this paper is to study the impact of shipping service firm's perceived relational benefits on switching barriers and loyalty focusing on tug boat service. To achieve the purpose of the research, literature survey on existing literature, thesis, research report is performed and also reliability analysis, validity test and multiple regression analysis using SPSSWIN 18.0 is used in this research. To verify a research model and hypothesis, a questionnaire survey among employees of shipping companies and shipping agencies was executed. 76 copies of total 200 copies of questionnaires were collected and the number of questionnaire used for empirical analysis was 76 copies. The main results of the study are summarized as below. First, Hypothesis 1 "shipping service firm's perceived relational benefits has a positive impact on the switching barrier" was supported by this study. Second, Hypothesis 2 "shipping service firm's perceived relational benefits has a positive impact on the loyalty" was supported in this research. Finally, Hypothesis 3 "switching barrier has a positive impact on the customer's loyalty" was also supported. Further research can be extended by adding more questionnaires including more shipping service firms all over the nation.

The Effect of Service Failure on the Desire for Betrayal and Retaliatory Behavior - Based on the Moderating Role of the Customer-Service Firm Relationship Quality (서비스 실패요인이 보복행위에 미치는 영향과 관계품질의 조절효과)

  • Kim, Mo Ran;Ahn, Kwang Ho
    • Asia Marketing Journal
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    • v.14 no.1
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    • pp.99-130
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    • 2012
  • Service failure and a poor service recovery may lead loyal customers to try to aggressively punish the service firm. We use perceived betrayal and desire for vengeance as the key constructs to understand customer retaliation. Perceived betrayal is defined as a customer's belief that a firm has intentionally violated what is normative in the context of their relationship. And the desire for vengeance is defined as the retaliatory feelings that consumers feel toward a firm, such as the desire to exert harm on the firm. The perceived betrayal and the desire for vengeance are key antecedents of retaliatory behaviors such as vindictive complaining, negative WOM and third-party complaining for publicity. The empirical results suggest that betrayal is a key motivational factor that lead customers to restore fairness by making use of all means, including retaliation. We also find that relationship quality has effect on a customer's response to a failure in service recovery. As the levels of relationship increases, a violation of the proper fairness has a stronger effect on the sense of betrayal experienced by customers. Considerable research has investigated consumer responses to dissatisfaction. But our study examine the response of outraged and highly frustrated consumers. We focus on emotional and behavioral processes that have not been covered by previous dissatisfaction researches and which are unique to outraged consumers caused by extremely dissatisfied purchase experience. It has recently been pointed out by various mass media that the customers not only have positive effects on the company performance but also put the company in crisis. It has often been reported that one customer's dissatisfaction, for example, never ends as it is, and it tends to grow for retaliating upon the company, depending on the level of seriousness of the dissatisfaction. This sometimes leads to a lawsuit against the company. Our study focuses on the customers' emotional and behavioral responses induced by their extreme dissatisfactions. We divided the customer groups into the customers with high relationship quality and the customers with low relationship quality, and the difference between two groups is examined. The objective of this study is to comprehend the causal relationship between the feeling of betrayal caused by the service failure and the retaliatory behavior triggered by the desire of revenge. Our study is divided into three parts. First, a causal relationship between perceived unfairness and the perceived betrayal and desire for revenge. Second, the effect of the perceived betrayal and desire for revenge on the retaliatory behavior is investigated. Finally, the moderating role of relationship quality in the causal relationship between the unfairness in service recovery and the perceived betrayal is analyzed. This study finds the following empirical results. The distributive unfairness, procedural unfairness and interactional unfairness had significant effects on the perceived betrayal. Especially, the perceived distributive unfairness results in the highest perceived betrayal. When the service company does not provide customers proper and sufficient compensation for the failure, they feel the strong sense of betrayal. And in the causal relationship between the perceived betrayal, desire for revenge and retaliatory behavior, the perceived betrayal has significant effects on e desire for revenge. In addition desire for revenge has significant effects on negative word of mouth, retaliatory complaining behavior and publicity of complaints through third group. Therefore the perceived unfairness has effects on retaliatory behavior through the mediation of the perceived betrayal and desire for revenge. Finally the moderating role of relationship quality was examined in the relationship between the unfairness and perceived betrayal. If the customers experienced the perceived unfairness in the process of service recovery, the customers with high relationship quality feel the stronger perceived betrayal than the customers with low relationship quality do. When they experience the double service failure, the customer group with high relationship quality accumulating the sense of trust feel the more perceived betrayal than the customer with low relationship quality who do not have strong trust. The contribution of this study is to find the effect of the service failure on the retaliatory behavior with the moderating roles of relationship quality. The dimensions of unfairness in service recovery is found to have differential effects on the perceived betrayal, desire for revenge. And these differential effect is moderated by the level of relationship quality.

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