• Journal of Korea Port Economic Association
• /
• v.28 no.3
• /
• pp.193-214
• /
• 2012

The interest on cruise service has been increased due to the economic development and income growth all over the world during last several decades. However, cruise industry in Korea is located in the initiating stage and the service is just focused on costal cruise service. This study investigates relationship between influencing factors of the selection attributes of cruise service on tourism satisfaction and behavioral intention. Additionally, the study aims to provide information to establish customer-oriented marketing strategies for cruise tour service. Literature review is conducted to find out the factors in order to meet the future users preference and expectations. The data was collected on-board customers of "One Night Cruise" on Panstar Line. The result of the study shows that a certain number of factors are statistically significant on the cruise tour intention of potential customers. It shows that there is significant difference related to the using purpose and the usage attitude. Managers in the cruise company are able to utilize the practical implications of the present study when the cruise service launches in Korea. This study exists limitations that samples are not sufficient and the research can not be generalized due to the inadequate samples of target company.

• Journal of Advanced Navigation Technology
• /
• v.13 no.4
• /
• pp.566-576
• /
• 2009

The primary purpose of this study is not only to understand the concept of event service quality but also to identify the service experimental factor for the better measure of sales promotion event service quality. The major findings from the study were as follows: There was difference influence power in event service quality, the experimental factor is more important than prior service quality factors such as reliability, assurance, tangibles, empathy and responsiveness. Also, customer's satisfaction was influenced by their behavioral intention such as overall reusing intention and recommendation intention. In conclusion, this study is especially meaningful that experimental factor is more important than prior service quality factors and will help the airline marketing staff in charge to build up their strategy for maintaining customer. And it is hoped that this study has been helpful to comprehend relationship among the service quality factor that have strong effects on increasing airline's profitability.

• International Area Studies Review
• /
• v.16 no.3
• /
• pp.159-180
• /
• 2012

The objectives of this study are to identify significant antecedents of trust and satisfaction and to examine the relationship between trust and satisfaction and interrelationship between trust, satisfaction, loyalty, relationship retention and intention of words of mouth based on buyers of Chinese internet shopping mall. The questionnaire was collected by personal interview. A total of 448 completed questionnaires were collected. Confirmatory factor analysis was conducted to test the validity of the measurement model, and the structural model also was analyzed to examine the associations hypothesized in the research model. This study uses AMOS program to investigate the research model. Results in this paper indicate that the antecedents of trust and satisfaction have three dimensions, namely communicational, traditional and relational factors. All these three functions are positively related to trust and satisfaction. Also the results show that trust and satisfaction are positively related to loyalty, relationship retention and intention of words of mouth. Finally, this study suggests the implications of these findings and offers directions for future research.

• Journal of Nutrition and Health
• /
• v.48 no.2
• /
• pp.199-210
• /
• 2015

Purpose: The purpose of this study was to determine the influence of sustainability management in institutional foodservice on store image and behavioral intention (revisit intention, word of mouth, willingness to pay a premium). Methods: Based on a total of 371 samples obtained from the empirical research, this study reviewed the reliability and fitness of the model. Results: According to results of exploratory factor analysis, sustainability management derived three factors, economic value, socially responsible, and environmentally sound. The structural equation modeling showed that social responsibility in sustainability management had a significant positive effect on store image and behavioral intention. In addition, customer's perceived store image in foodservice had a significant positive effect on behavioral intention. The relationship between sustainability management and behavioral intention was found to be a partially significant effect. Conclusion: The results of this study revealed the importance of sustainability management of foodservice to improve store image and behavioral intention.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.10 no.1
• /
• pp.153-165
• /
• 2015

The purpose of this research is to verify that how Emotional Labor of surface acting and deep acting influences on work engagement and job burnout, effect on turnover intention, and customer orientation. It studies the effect of reward on manager at support centers for startup. The results of the study are that the surface acting do not influence on work engagement and job burnout and the deep acting has positive influence on work engagement and negative influence on job burnout. The work engagement has negative effect on turnover intention and affirmative effect on customer orientation. The reward can control work engagement and customer orientation of practicians at support centers for startup. This study decribes academic and practical meanings based on these results.

• Journal of Convergence for Information Technology
• /
• v.10 no.8
• /
• pp.250-258
• /
• 2020

This study analyzes service scape and esthetic labor, emotional reaction, coustomer behavior intention that impacts skincare coustomers' behaviors and extracts relationships of cause and effects. Using 280 surveys were conducted to estheic shop visitors in Ulsan and Geyongnam area in recent 3 months. Using 257 surveys out of the 280 surveys, the writer did actual proof analysis. The data sample is analyzed in multiple regression analysis using Statistical power analysis with 2.1 analysis. Then the statistical processing is done with SPSS 21.0 and AMOS 21.0. It is proven that customer satisfactions from that positive reactions also increase revisit intentions by creating positive ripple effects. Through discoveries of structural relationships of predisposing factors of satisfactions in esthetic and revisit intentions, this study extracts scholastic and operational implications to have positive impacts. Expanded analysis is required in further researches with consideration of various age group and regional targets.

• Journal of Service Research and Studies
• /
• v.9 no.4
• /
• pp.81-95
• /
• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• Culinary science and hospitality research
• /
• v.21 no.5
• /
• pp.204-213
• /
• 2015

In the food and beverage industry, foodscape is known as an important component in satisfy the customer and return patronage. However, it has been overlooked in the restaurant service quality as well as less examined in the hospitality journal. Thus, it causes that the restaurant managers have little knowledge on how the foodscape influences customer satisfaction as well as behavioral intention. Therefore, the purpose of this study is to analyze the role of foodscape attributes on customer satisfaction and behavioral intention in $caf{\acute{e}}$ in Johor Bahru, Malaysia. The sample size of the questionnaire in this study was 322 respondents who are Generation Y in the age group between 18 and 35 years old. Multiple regression was used in the study to identify the relative importance of foodscape attributes that lead to customer satisfaction and behavioral intention. Through this research, the restaurant managers would aware and realize that foodscape would have relationships between customer satisfaction as well as behavioral intention.

• Proceedings of the Korea Contents Association Conference
• /
• 2012.05a
• /
• pp.211-212
• /
• 2012

과거의 공항은 공공성에 중심을 두었다면 현재는 상업성에 중심을 둔 공항의 개념으로 변모해 가고 있다. 이에 전 세계 공항들은 경쟁에서 살아남기 위해 수익창출에 노력을 기울이고 있다. 현재 세계 공항들은 경쟁에서 살아남기 위해 항공수익이 아닌 비항공수익을 통해 이익을 창출하고 있다. 비항공수익인 공항면세점의 비중은 점점 커지고 있으나, 국내외로 공항면세점에 대한 연구가 그리 활발하게 이루어지지 않고 있다. 본 연구는 공항면세점의 현황을 파악하고, 단기간 마케팅 전략인 판매촉진을 활용하여 공항면세점을 활성화 시키고자 한다. 본 연구를 수행하기 위해 먼저 공항면세점에서 이용 가능한 판매촉진 유형에 대해 개념 정의를 내려 고객만족에 미치는 영향을 살핀 후 행동의도까지의 관계를 중심으로 살펴보았다. 의미 있는 변수들을 추출한 후 분석결과를 토대로 마케팅 시사점을 파악하고 향후 고객행동의 추세 및 변화를 반영하여 공항면세점의 운영 자료로서 활용되고자 하는 것이 궁극적인 목적이다. 공항면세점 이용객 표본으로 선정하여 설문조사를 실시한 후 이용객이 지각하는 판매촉진이 고객만족에 어떻게 영향을 미치는가, 그 결과 행동의도에는 어떠한 영향을 미치는 가를 AMOS 18.0을 활용하여 실증적으로 분석하고자 한다.

• Proceedings of the Korea Technology Innovation Society Conference
• /
• 2001.11a
• /
• pp.141-168
• /
• 2001

본 연구는 초고속인터넷 접속서비스에서 $\ulcorner$서비스 품질$\longrightarrow$고객만족$\longrightarrow$재구매의도(고객충성도)$\lrcorner$의 일반적인 인과관계가 적용되는지를 규명하고, 고객만족, 재구매의도와 고객충성도에 영향을 미치는 서비스 품질속성을 살펴보면서, 궁극적으로 품질속성 중 고객유지와 충성도를 향상시키는 핵심 품질요소를 도출하기 위한 모형을 이론적으로 제시하고, 그 모형의 유효성을 설문조사와 이에 대한 실증분석을 통해 평가하는데 목적이 있다. 모형을 검증하기 위하여 세 단계의 분석과정을 수행하였다. 첫째, 전반적 서비스 품질과 고객만족, 재구매의도(또는 고객충성도), 그러고 고객만족과 재구매의도 및 고객충성도의 상호관계를 검증하였다. 둘째, 고객만족, 재구매의도 및 고객충성도에 영향을 미치는 선행변수인 품질속성(서비스 성능, 서비스 지원, 부가서비스, 이용요금, 과금, 절차 편리성)들의 영향력을 검증하였다. 마지막으로 공통적 개념으로 분류된 품질속성이 개별적인 품질요소의 미세한 차이를 제대로 반영하지 못하는 단점을 극복하고, 고객유지와 충성도 향상을 위한 핵심 품질요소를 도출하기 위하여 품질속성을 대표하는 품질요소들과 재구매의도와 고객충성도의 상관관계를 살펴보았다. 초고속인터넷 접속서비스 이용자를 대상으로 웹설문조사를 실시하여 총 551 개의 표본을 분석에 사용하였으며, 분석결과는 다음과 같다. 첫째, 서비스 품질은 재구매의도와 고객충성도에 비해 고객만족에 높은 설명력을 갖고 있으며, 재구매의도에 대한 서비스 품질과 고객만족의 설명력은 미미한 것으로 나타나, 고객만족이 더 높은 설명력을 갖는다는 기존의 연구와 차이를 보여 향후 추가적인 연구의 필요성이 제기되었다. 둘째, 여섯 가지의 품질속성들 중 서비스 이용과정에서 1, 2 회의 적은 경험을 하게 되는 서비스 이용절차의 편리성을 제외하곤 나머지 속성 모두 고객만족, 재구매의도 및 고객충성도의 선행변수로써 영향을 미치고 있는 것으로 나타났다. 그러나 절차 편리성은 고객충성도에 유의한 영향을 미치는 것으로 나타나, 충성도는 고객이 서비스를 총체적인 관점에서 평가하고 나타나는 행동이라는 시사점을 얻었다. 셋째, 재구매의도와 고객충성도를 결정하는 품질요소로서는 서비스 안정성, 불만사항 처리결과, 회사의 이미지, 다양한 부가서비스가 도출되었다. 본 연구의 결과는 초고속인터넷 접속서비스의 품질 및 결과변수들에 대한 인과관계를 분석하였다. 그리고 경쟁이 치열해지는 시장 환경에서 미래의 재무적 성과와 수익성을 보장하는 충성스런 고객을 확보하기 위하여 필수적으로 관리되어야 할 핵심 품질요소의 제시와 이에 따른 제언을 하였기 때문에 사업자들이 품질 및 마케팅 전략을 수립함에 있어서 이론적, 실무적 근거를 제공하여 준다.