• Fire Science and Engineering
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• v.18 no.3
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• pp.108-113
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• 2004

Emergency response of fire prevention manager has an effect on decisive emergency exit behavior of customer who is not accustomed to emergency response in a large-scale shopping department on fire. Especially enclosed stairways in a large scale store are usually located in back space where is impossible for customer to access. Therefore, speedy emergency exit inducement by fire prevention manager is needed for the customer's safe egress. The object of study is to analyse the factors affecting egress behavior and emergency response of fire prevention manager in respect of fire prevention management.

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

• Culinary science and hospitality research
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• v.21 no.5
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• pp.119-128
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• 2015

The purpose of this study is to develop and test a model that explains the potential influences of: 1) consumers' values, 2) their attitudes toward green practices and/or environmental concerns, and, 3) "green hotel" visit behaviors. In addition, the study will clarify how these variables relate to each other. The findings of this study will further our understanding of what drives green hotel visit behaviors and will provide insights for public policymakers and industry marketers.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.94-111
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• 2009

Franchise restaurants in Korea are making efforts to improve service quality by developing and following service quality manuals to provide uniform services. This study was conducted to verify the fact that such efforts to provide uniform services would increase customer satisfaction and influence customers' decision to revisit. After setting up research models and hypotheses, the survey was conducted for 30 days from April 1 to 30, 2008 and a total of 279 copies were analyzed. The result of this study includes three findings. First, among the independent variables pertaining to the influence of uniform service quality on customer satisfaction, service uniformity, brand uniformity, and space arrangement uniformity were most influential. Also, among the brand image variables, service uniformity was most influential on customer satisfaction. Second, it was found that uniform service quality had positive influence on customers' behavioral intentions and that menu was the most influential factor. Third, it was found that higher customer satisfaction had greater influence on customers' behavioral intentions.

• Management & Information Systems Review
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• v.36 no.4
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• pp.103-116
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• 2017

The objective of this study is to examine the effect of the serve employee which is thought as important but has not been studied almost on the response actions to the customer and organization. we tried provide the administrative implications for the black consumer management. This study built a exploratory empirical model that there is causal relationship of the service sector employee on the attitude to the customer and organization on the base of the exploratory consideration. To test hypotheses empirically, the questionnaire data were collected from 262 members of service sector in Busan and was analyzed by using Regression Analysis. Results of empirical analysis are as follow. 1) perceived black consumer behavior which service sector employee has the significant positive effect on the misbehavior to the customer. looking in detail, repetitiveness, insistence, deception, excessiveness are significant positive effect on the misbehavior to the customer. 2) perceived black consumer behavior which service sector employee has the significant positive effect on the misbehavior to the organization. looking in detail, excessiveness only have a positive effect on the misbehavior to the organization. 3) The significance of this study indicates that encourage plays a role as moderating variable influencing the relationship between perceived black consumer behavior and employee misbehavior. Specifically, The significance of this study indicates that encourage plays a role as moderating variable influencing the relationship between perceived excessiveness which the demension of the black consumer behavior and employee misbehavior. Lastly, this study suggested the implication of the result, the limitation and the direction of future study. The results of this study provide suggestion to the company.

• Journal of the Korean Society of Food Science and Nutrition
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• v.38 no.5
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• pp.636-643
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• 2009

This research was to find out what impacts do selection attributes of Jeju local folklore food by Jeju tourists provide on their behaviors. Multiple regression analysis was carried out using statistics package of SPSS+/WIN 12.0 to find out impacts of selection attribute factors of Jeju local folklore food on customers' satisfaction, re-visit, and intention by word of mouth. As the results, for factors with statistically meaningful impacts at the level of meaningfulness (p<0.05); level of satisfaction showed regression coefficient of 0.476 and t value of 5.198 in essential factors; auxiliary factors showed regression coefficient of 0.232 and t value of 2.808; and sensual (five senses) factors showed regression coefficient of 0.165 and t-value of 2.013. Also, for re-visit, essential factors showed impacts with regression coefficient of 0.413 and t-value of 3.540; factors of menu composition showed regression coefficient of 0.228 and t-value of 3.118; and auxiliary factors showed regression coefficient of 0.218 and t-value of 2.643. In positive word of mouth factors, auxiliary factors showed impacts with regression coefficient of 0.273 and t-value of 2.555; sensual (five senses) factors showed regression coefficient of 0.264 and t-value of 2.238; essential factor showed regression coefficient of 0.237 and t-value of 2.230 and factors of menu composition showed regression coefficient of 0.161 and t-value of 2.167. Therefore, in customer behaviors (customer satisfaction, re-visit, and positive word of mouth) regarding Jeju local folklore food by tourists who visited Jeju, local folklore and cultures did not impact on customer behaviors; also, it can suggested this thesis is meaningful as a study proving that the best marketing is focus on essential substances of food as indicated in existing researches.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.130-145
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• 2023

The digital transformation of finance is accelerating, and digital banking has already become a major banking channel. Banks have traditionally placed importance on CRM(Customer Relationship Management) and have tried to retain their loyal customers, who contribute significantly to the bank, such as long-term transactions, holding accounts with a certain balance or more, and holding loans. In this situation, this study exploratorily analyzed the consumer behavior of digital banking deposits in a major bank of Korea(1,145 samples). Statistical analysis was performed using SPSS. The main findings of the study are summarized as follows. It was found that there were differences of consumer behavior in digital banking deposits by generation, and the MZ generation used digital banking more on holidays than other generations. As a result of analyzing the behavior of existing loyal customers and regular customers of digital banking deposit, there was a significant difference in both the amount and period of the deposit. It was confirmed that the existing loyal customers of the bank also engage in consumer behavior that contributes to the bank in digital banking. In addition, the interaction between the customer type and the date of sign up for the deposit period, which is the goal setting of financial consumers, it was found that there was a significant effect. This study empirically analyzed the consumer behavior of digital banking in a situation where decrease of bank branches and encounters with digital banking. The major concepts of the consumer behavior theory are Loyal Customer, Goal Pursuit, and Habit, which were confirmed in an example of digital banking. The results of this study can suggest practical implications for existing banks and Internet-only banks, including the importance of customer management in digital banking.

• Proceedings of the Korean Society of Computer Information Conference
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• 2016.07a
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• pp.45-48
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• 2016

오늘날의 고객은 다양한 정보를 통해 넓은 선택의 기회를 가진다. 이러한 상황에서 기업들은 고객과의 지속적인 관계를 유지하기 어려워짐에 따라 고객 유지와 신규 고객 유치를 위한 마케팅 비용을 천문학적으로 지출하고 있다. 기업들이 이탈하는 고객의 속성을 분석하고 이탈 시점을 예측할 수 있다면 마케팅에 사용되는 비용과 노력을 최소화할 수 있을 것으로 예측된다. 이를 위해 본 논문에서는 효과적인 고객 이탈 예측을 위한 딥러닝 기반의 이탈 예측 모델을 제안한다. 이 모델은 모바일 RPG 게임 고객의 시계열적인 행동 패턴을 이용하여 이탈을 예측하는 모델로, 예측을 위한 학습을 할 때 모델링된 고객 데이터를 분석하여 이탈 고객의 특성을 파악할 수 있게 한다. 실험을 통해 이탈 고객과 미 이탈 고객의 모델링된 값이 각각 특정 속성에 치중되어 있는 것을 확인하였고, 제안 모델이 합리적으로 고객의 이탈을 예측하는 것을 보였다.

• Management & Information Systems Review
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• v.36 no.4
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• pp.187-209
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• 2017

Service industry performance and competitive advantage depend on the attitudes and behavior of customer service employees who produce and deliver services through contact with customers. Most studies on customer service employees so far have concentrated on kindness, attitudes, or benefits. This study focuses on the increasing importance of customer service employees and intends to study them from the viewpoint of human brands that recognize customer service employees as a brand. In addition to the role of the employee at the service contact point, the customer participation behavior affects the interaction process with the customer service employee. Ultimately, customers could no longer be excluded from control to improve service quality. This study based on theory that the human brand characteristics of the customer service employees lead the customer's participation, which has a positive effect on the relationship with the service brand and the service brand attitude surveyed and analyzed customers who use service brand. This study is summarized as follows. First, the relationship between the service brand and the customer is examined. Second, this study also expands prior studies by examining the human brand characteristics of customer service employees and customers' willingness to participate in providing information on the impact of the consumer-brand relationship. The results of the study indicate that among the customer service employees' human brand characteristics reliability, familiarity, and empathy were found to affect the relationship between customers, the service brand, and the attitude toward the service brand the most. This study provides important implications for theoretical and practical strategies by examining the qualities and characteristics of customer service employees, which are the most important agents of marketing.

• Proceedings of the Korean Information Science Society Conference
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• 2006.10c
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• pp.154-159
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• 2006

본 논문은 웹 서버에 의해 자동으로 수집되는 로그 파일로부터 고객 가치 판단 기준을 고객의 행동 기반에 두고 군집화 기법을 이용하여 고객을 세분화하고 세분화 결과에 의사결정나무를 적용함으로써 고객을 분류하는 통합 모형을 제안하였다. 또한, 분류된 고객들의 주 서비스 활용 패턴을 분석하기 위하여 연관규칙기법을 적용하여 고객의 과학기술정보 활용의 연관성을 분석함으로써, 과학정보포털 서비스를 제공하는 사이트 이용자의 분류군에 해당하는 정보와 인터페이스를 제공하는 새로운 방법에 대하여 연구하였다. 고객 관리 측면에서 본 논문은 정보 서비스를 제공하는 웹 사이트의 기존고객을 분류하여 패턴을 분석함으로써 고객 위주의 사이트 운영정책과 동적 인터페이스를 제공하기 위한 웹사이트 활용 방안을 제시하였다. 또한, 고객의 지속적인 관리라 각 고객 분류군별에 안는 서비스를 제공하고 고객의 관리에도 기여할 수 있을 것이다.