• Proceedings of the Korea Information Processing Society Conference
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• 2001.04a
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• pp.329-332
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• 2001

인터넷상에서의 대부분의 검색 환경이 그렇듯이, 인터넷 쇼핑몰에서의 검색 환경 역시 고객 중심으로 제공하는 것이 중요하다. 특히, 고객의 행동 패턴 분석을 통해 얻어진 정보는 고객 중심의 검색 환경을 구성하는 데에 가장 중요한 요소라고 할 수 있으며, 또한 시시각각 변화하는 고객의 심리에 따라서 판매 전략도 달라질 수 있어, 이에 대한 여러 방법들이 연구되고 있는 추세이다. 본 논문에서는 고객과 시스템과의 상호작용으로부터 학습을 최대화시키기 위해 강화학습 기반의 플래닝과 학습의 통합 방법을 통하여 실시간적이고 동적인 인터뷰를 구성하는 방법과 이를 통해 얻어진 개인화된 판매전략과 결정 수와의 통합으로 고객이 원하는 적합한 상품을 추천할 수 있는 방법을 제시한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2000.04a
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• pp.10-15
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• 2000

개별화 웹 마케팅은 본질적으로 고객지향의 패러다임이다. 즉, 개별 고객의 특수한 니즈를 개별적으로 파악해서 각각의 고객에게 차별화된 서비스를 제공하는 것이 그 핵심이다. 웹 서버의 로그파일에 데이터마이닝의 연관규칙 기술을 이용하게 되면 고객행동 패턴의 파악 및 예측을 위한 기법으로 활용할 수 있다. 본 연구에서는 웹 사용자의 교차 판매를 위한 원투원 마케팅에 필요한 접근패턴을 분석하고자 하며, 이는 웹서버 로그파일 분석을 통하여 이루어진다. 분석하고자 하는 웹서버 로그파일은 기존의 데이터웨어하우스의 원천 데이터들과는 다르게 비정형적인 데이터 구조를 가지고있다. 이들 비정형 데이터 처리와 교차판매 지원을 위한 데이터마이닝 모델링, 이를 통한 원투원 마케팅 모델 제시, 그리고 이의 활용이 고객관계관리(CRM)에 미치는 효과를 제시한다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.6
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• pp.3524-3533
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• 2014

The purpose of this study was to verify the differential influences of two emotional labor strategies on perceived CSS and burnout, and the mediating role of perceived CSS between emotional labor and burnout. The data was collected using self-reported questionnaires. A total of 568 hotel service employees who worked in various service jobs, participated in this study. The result indicated that surface acting had a positive influence on perceived CSS and burnout, and perceived CSS performed a mediating role between surface acting and burnout. In addition, deep acting had a negative effect on burnout but no effect on perceived CSS. As a result, deep acting reduced burnout without increasing perceived CSS, unlike surface acting. These results suggest that the two emotional labor strategies need to be treated differently. Finally, the implications and limitations of this study were discussed.

• The Journal of the Korea Contents Association
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• v.18 no.6
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• pp.204-216
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• 2018

This study explored the factors that decided to choose buffet restaurant. We have identified and recently, developed event factors that are of increasing importance. The event factor demonstrated the relationship between customer satisfaction and behavioral intention. As a result, the event factors had a positive effect on customer satisfaction and behavioral intention. In this study, event factors were derived and measurement questions were developed using semiotic analysis. The developed measurement questions were tested and surveyed to demonstrate the scale.

• 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.

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

• Journal of Venture Innovation
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• v.4 no.3
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• pp.1-15
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• 2021

Due to long-term social distancing due to the spread of COVID-19, business trends of restaurant companies are being implemented in accordance with the changed environment such as packaging and subscription. However, even in this environment, upscale restaurants are generating high profits by trying to differentiate themselves from existing restaurants by providing high-quality services with the best facilities. Therefore, this study describes how customers' experience of upscale restaurant service influences behavioral loyalty. That is, the purpose of this study is to determine the effect of service experience on cognitive satisfaction and emotional attachment, and to examine the causal role of cognitive satisfaction and emotional attachment by confirming the relationship between these constructs and relationship commitment and behavioral loyalty. To verify this, data were collected through face-to-face interviews with 300 consumers who recently used a upscale restaurant. Of the collected data, 275 copies(91.6%) were used for the final analysis, and inaccurate or erroneous data among 25 response sheets were excluded. In this study, the validity and reliability of the data were checked and the research hypothesis was verified by using SPSS 21.0 and AMOS 20 statistical package. Frequency analysis was performed to confirm the demographic characteristics of the respondent. Structural equation model analysis(SEM) was used to confirm the fit of the research model and to verify the research hypothesis. As a result of the research hypothesis analysis, it was found that service experience had a positive effect on cognitive satisfaction, and cognitive satisfaction had a positive effect on emotional attachment, relationship commitment, and behavioral loyalty. Also, it was found that emotional attachment had a positive effect on relationship commitment and behavioral loyalty, and relationship commitment had a positive effect on behavioral loyalty. However, service experience did not affect emotional attachment. With this study, marketers and managers of upscale restaurants such as hotel restaurants need to accurately select their target audience, understand their service needs, and then present the appropriate service to them. In addition, they should not only induce cognitive satisfaction by providing excellent service to their customers, but also identify moments of truth and present appropriate services so that satisfied customers can strengthen their emotional attachment. In addition, it is necessary to strengthen the relationship with their firms by forming friendly relationships with customers who have high emotional attachment, and also to induce relationship commitment so that such customers have a strong sense of belonging and attachment to their firms.

• 한국산학경영학회:학술대회논문집
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• 2006.06a
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• pp.33-56
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• 2006

• Proceedings of the Culinary Society of Korean Academy Conference
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• 2004.11a
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• pp.301-316
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• 2004

• Journal of Digital Convergence
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• v.15 no.1
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• pp.301-309
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• 2017

The study analyzes the effects of quality factors of health check-up service applied to military officer every year on the value and the behavioral intention of consumers so that it is be able to suggest alternatives to realize a systematic and realistic health check-up system. The survey period was from September 27 to October 4, 2016 and 294 out of 300 patients were finally selected; Frequency analysis, ANOVA analysis, Pearson's correlation analysis and multiple regression analysis were performed. In conclusion, the Age(p<0.05), Number of examinations(p<0.01), Medical communication(p<0.01), Quality of service(p<0.001), Medical Services Value(p<0.001) were drawn as characterized results by sectors regarding health screening service quality and customer satisfaction and behavioral intention. In the future, the military should improve the quality of education and publicity programs to improve the awareness of health checkup system, and improve quality of health checkup service to detect diseases early.