• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.376-390
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• 2016

The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.

• 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.

• The Journal of the Korea Contents Association
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• v.13 no.8
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• pp.409-419
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• 2013

The purpose of this study was to figure out the structural relations between service quality perceived by golf driving range customers, service value, customer satisfaction, and repurchase behavior. For the subject of this study, we selected 374 persons among customers who used 8 golf driving ranges located at 'P' Metropolitan city, 'U' Metropolitan city, or 'C' city in 'K' do through the Convenient Sampling Method. The results were as follows: First, the golf driving range's service quality has a positive effect on the service value. Second, the golf driving range's service quality has a positive effect on the customer satisfaction. Third, the service value has a positive effect on the customer satisfaction. Fourth, the service value has a positive effect on the repurchase behavior. Finally, the customer satisfaction has a positive effect on the repurchase behavior.

• Journal of the Korean Society of Food Science and Nutrition
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• v.45 no.11
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• pp.1673-1680
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• 2016

The purpose of this study was to examine how customer orientation (CO) reduces employee stress to customers (CSS). As emotional labor strategies [surface acting (SA) and deep acting (DA)] may mediate a role between CO and CSS, we verified multiple parallel mediator roles of SA and DA between CO and CSS. Our survey was administered to 323 school foodservice employees in Daegu and Gyeongbuk. The results show that CO increased DA but did not decrease SA, and SA had a positive effect on CSS while DA did not influence CSS. These results did not support the parallel multiple mediator model. We conducted post-hoc model modification and proposed the serial multiple mediator model as a modified model. As a result, CO increased DA, DA reduced SA, and SA showed a positive relation with CSS. This double mediating effect through DA and SA between CO and CSS was significant. Based on these results, we found that CO did not have a direct effect on SA and CSS. DA did not directly reduce CSS while CO reduced SA and CSS through DA indirectly. DA had a negative effect on CSS through SA indirectly. Finally, implications and limitations of this are discussed.

• Proceedings of the Korean DIstribution Association Conference
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• 2005.11a
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• pp.103-128
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• 2005

본 연구는 기업의 성과를 향상시키는 중요한 요소로 알려진 종업원의 조직시민행동을 고객관점에서 측정하고, 관련 변수들인 서비스품질, 고객만족, 호의적 구전과의 인과관계를 실증적으로 규명해보고자 하였다. 그동안 마케팅에서 OCB에 관한 많은 연구가 있었지만, 선행 연구들은 조직의 관점에서 종업원의 OCB를 측정하는 연구가 대부분이었다. 자료 수집 단계에 있어 OCB의 효과를 좀 더 폭넓은 산업에 걸쳐 파악하고자 미용실과, 주점, 패스트푸드 점 등 다양한 서비스산업 이용자를 대상으로 설문지를 수집하였다. 분석결과, 접점종업원의 조직시민행동과 관련한 몇 가지 중요한 사항을 발견할 수 있었다. 첫째, 종업원의 OCB는 고객이 지각하는 서비스품질에 유의한 관계가 있었다. 즉, 고객들이 관찰하기에 종업원들이 규정된 역할을 초월하여 조직 내 동료들을 도와주고 고객의 편의성을 지향하며 그들이 속해 있는 조직에 대해 긍정적인 자세를 가지고 있는 것으로 판단되면, 고객들은 종업원을 신뢰하고, 또 그들에게서 제공받는 서비스품질을 높게 지각한다는 사실을 알 수 있었다. 둘째, 조직시민행동은 서비스품질을 매개로 하여 고객만족에 간접적인 영향을 미친다는 사실을 발견하였다. 마지막으로 만족한 고객은 호의적인 구전행동을 하는 것으로 나타났다. 구전은 기업의 공식적인 마케팅 전략 이상의 효과를 가지는 촉진 도구이다. 따라서 서비스조직은 고객의 성과를 향상시키기 위해 종업원의 OCB를 관리해야 함을 이해할 수 있었다.

• Culinary science and hospitality research
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• v.17 no.3
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• pp.47-64
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• 2011

This research try to find the strategic implication through the importance-performance analysis for the customers who visited local Jeonju-Bibimbap restaurants. It also investigates the effect of the selection attribute of the restaurants on customer satisfaction and behavior intention as well as how customer satisfaction affects behavior intention. The survey was conducted targeting those who visited the local restaurants in Jeonju and had Jeonju-Bibimbap, and 251 copies of the questionnaire were used for the final analysis. As a result, the properties 'Environmental cleanliness' and 'Convenience of reservations' in IPA are probed as 'improvement needed as soon as possible'; the 'food(p<0.01)' and 'service(p<0.05)' factors significantly affect customer satisfaction; the 'physical environment(p<0.01)' and 'service(p<0.05)' factors have significant effect on behavior intention; lastly, it has also been found true that customer satisfaction significantly influences behavior intention(p<0.001).

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.586-590
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• 2003

고객 분류는 고객관계관리(CRM)의 한 부분으로서 기업에게 이익을 주는 고객의 속성과 구매패턴을 분석함으로써 목표 고객을 결정하는 것을 의미한다. 현재까지 고객 분류에 관한 연구는 특정한 시점에서 고객의 속성과 구매 패턴을 분석함으로써 이루어졌다. 그러나 인터넷 쇼핑몰과 같은 동적인 환경에 있어서 기존의 정적인 분석방법은 시간에 따라 지속적으로 변하는 고객의 행동 변화를 찾아내고, 예측하는데 적합하지 않다. 본 논문에서는 Decision Tree, ANOVA 분석, ARIMA 모형을 사용하여, 특정한 시점에서의 고객 분류뿐만 아니라 미래 시점에서의 고객 분류를 예측하고 패턴을 분석하는 동적인 고객 분류 방법을 제안한다. 동적인 고객 분류를 통해 인터넷 쇼핑몰 기업은 효율적인 마케팅 전략을 작성하여 기업의 이익을 증진시킬 수 있다.

• Journal of the Korea Society of Computer and Information
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• v.25 no.9
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• pp.53-62
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• 2020

Product recommendation services that have been researched recently are only recommended through the customer's product purchase history. In this paper, we propose the digital signage service through customers' behavior pattern analysis that is recommending through not only purchase history, but also behavior pattern that customers take when choosing products. This service analyzes customer behavior patterns and extracts interests about products that are of practical interest. The service is learning extracted interest rate and customers' purchase history through the Wide & Deep model. Based on this learning method, the sparse vector of other products is predicted through the MF(Matrix Factorization). After derive the ranking of predicted product interest rate, this service uses the indoor signage that can interact with customers to expose the suitable advertisements. Through this proposed service, not only online, but also in an offline environment, it would be possible to grasp customers' interest information. Also, it will create a satisfactory purchasing environment by providing suitable advertisements to customers, not advertisements that advertisers randomly expose.

• Journal of Korea Society of Industrial Information Systems
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• v.22 no.5
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• pp.113-128
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• 2017

This Study Examined the Effects of Disgruntled Customers' Behaviors on the Emotional Dissonance of Service Workers, the Effects of Emotional Dissonance on Emotional Exhaustion, and the Effects of Emotional Dissonance on Turnover Intention and Customer Orientation. In Addition, this Study Examined the Moderating Effects of Emotional Labor Strategies(both surface acting and deep acting), in the Relationship Between Customers' Disgruntled Behaviors and Emotional Dissonance. A Survey was Conducted on Hospital Workers and Drew the Following Results. First, Disgruntled Behavior had a Positively Significant Effect on Emotional Dissonance. Second, Emotional Dissonance had a Positively Significant Effect on Emotional Exhaustion. Third, Emotional Exhaustion had a Positively Significant Effect on Turnover Intention but Negatively Significant Effect on Customer Orientation. Finally, According to a Hierarchical Regression Analysis, Disgruntled Behavior and a Moderating Variable, Surface Acting had a Significant Interaction Effect on Dependent Variable, Emotional Dissonance, but Disgruntled Behavior and a Moderating Variable, Deep Acting did not.

• Journal of Distribution Research
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• v.13 no.3
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• pp.79-99
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• 2008

This study attempts to investigate the effects of perceived value on customer satisfaction and customer voluntary behavioral intention such as customer loyalty, participation intention, cooperation intention in retail store. For this purpose, the model posits that perceived value will have a positive impact on customer satisfaction and customer voluntary behavioral intention. We investigate the 680 customers of the korean open air market(337) and the discount store(343) for the research. The results showed that perceived value positively influences customer satisfaction and customer voluntary behavioral intention. Implications of the findings are considered and future research directions identified.