• Journal of Service Research and Studies
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• v.9 no.4
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• pp.97-114
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• 2019

The relationship quality and recovery of service failures perceived by consumers play an essential role in affecting the service provider's image and sales in terms of the highly involved service industry. In particular, implementation of successful relationship marketing strategies and effective recovery of service failures provide greater satisfaction for customers expecting customized services and reinforce the relationships between the companies and consumers. Based on these previous studies, this research conducted to find out the causal relationship between the variables influencing service recovery expectations and word of mouth(WOM) by approaching the severity of service failures from the perspective of relationship marketing and attribution theory. For the empirical analysis of this research, we conducted a questionnaire surveys of 360 service users of beauty salons, who have experienced in high-involvement services, and utilized 333 questionnaires for the final analysis. The hypothesis was experimented using the Structural Equation Model(SEM), and the results are as follows. First, we identified that the higher the customer perceived the severity of the service failure, the lower the quality of the relationship. Second, we verified that service users observed service failure as a temporary and uncontrollable factor as they distinguished service quality as higher. Third, the hypothesis that customers recognize service failures as a temporary one has a positive impact on service recovery expectation level is determined through empirical analysis. Forth, it was figured out that the higher the perceived quality of the relationship with the service provider, the higher the service recovery level expected by the consumers. At the same time, the hypothesis that optimism for service recovery expectation affects positive word of mouth has been verified. The results of this study help develop the customer-oriented business model of the service companies. Furthermore, the academic significance in that it suggested a new direction for the research of high-involvement service marketing.

• Journal of Korea Port Economic Association
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• v.25 no.1
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• pp.223-248
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• 2009

The purpose of this empirical study is to examine and explore the relationships between three variables; shipping companies' service quality, customer satisfaction and customer loyalty. Special features of this study could be summarized as following. First, this is empirical study based on market research according to the definition of 'customer' as freight forwarders and actual exporter/importer together contrary to previous studies. Second, to evaluate shipping companies' service quality, 5 components of SERVPERF model was used. Third, to test correlations between 3 variables; service quality, customer satisfactions and customer loyalty, statistical analysis was used with tools of SPSSWIN ver 15.0 and AMOS ver 7.0. For effective study, many thesis have been obtained through literature survey. However, major results were compiled from directly structured questionnaire, which were collected from Korean import/ export companies and freight forwarders.

• Culinary science and hospitality research
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• v.15 no.1
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• pp.16-29
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• 2009

Although the effect of menu quality is very important in customer satisfaction and restaurant management, there are so many problems; many restaurants have not gotten out of their existing frames and ideas of customer services and management. Thus, this study chose some family restaurants, O, T, V, B, M in Seoul and Gwangju and examined the relationships of customer satisfaction, trust and revisit intention identified by their menu quality, using statistical data of total 199 copies of questionnaire. First, menu quality turned out to influence customer satisfaction partially. Second, customer satisfaction turned out to influence revisit intention. Third, trust of a customer turned out to influence revisit intention. In this respect, the image from menu quality of family restaurants perceived by customers must have affected customer satisfaction, trust, and revisit intention positively. Thus, it is expected that the study can contribute to working out effective business strategies in family restaurants in future.

• Journal of the Korean Society of Clothing and Textiles
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• v.28 no.12 s.138
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• pp.1583-1595
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• 2004

Simon and Sullivan(l993) estimated that clothing and textile related brand equity had the highest magnitude comparing any other industry category. It reflects that fashion brands reinforce the symbolic, social values and emotional characteristics being different from generic brands. Recently, Kim and Lim(2002) developed a fashion brand equity scale to measure a brand's psychometric properties. However, they suggested that additional psychometric tests were needed to compare the relative magnitude of each brand's equity. The purpose of this study was to recognize the psychometric constructs of fashion brand equity and validate Kim and Lim's fashion brand equity scale using the measurement invariance test of cross-group comparison. First, we identified the constructs of fashion brand equity using confirmatory factor analysis through structural equation modeling. Second, we compared the relative magnitude of two brands' equity using the measurement invariance test of multi-group simultaneous factor analysis. Data were collected at six major universities in Seoul, Korea. There were 696 usable surveys for data analysis. The results showed that fashion brand equity was comprised of 16 items representing six dimensions: customer-brand resonance, customer feeling, customer judgment, brand imagery, brand performance and brand awareness. Also, we could support the measurement invariance of two brands' equities by configural and metric invariance tests. There were significant differences in five constructs' mean values. The greatest difference was in customer feeling; the smallest, in customer judgment.