• Management & Information Systems Review
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• v.35 no.1
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• pp.155-172
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• 2016

Customer participation behavior(CPB) and customer citizenship behavior(CCB) which are customers' active functions and roles implemented in service encounter contribute to the service quality. Thanks to these ideas, many researches focus on the influences of these two customers' behaviors on relational outcomes, additionally. However, when examining the characteristics of CPB and CCB, it is notable that CPB and CCB are positively influenced by relationships between customers and firms, adversely. In other words, it is necessary to find that commercial friendship representing a deep relationship can address these two customers' behaviors, as well as may influence relational outcomes. As results, intimate friendship between a customer and an encounter provider has a positive influence on CPB and CCB, expectedly. These findings show that customers having prior contacts can play active roles in a service encounter. Additionally, it is identified that CPB and CCB have positive influences on the relational outcomes such as customer cooperations. Consequently, CPB and CCB are likely to be on the loop of a relational circulation.

• 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.

• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.322-334
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• 2012

The purpose of this paper is to explain and identify how service trust about enterprise of internal employees influence on management performance by investigating relationships between service trust in internal organization of enterprise, job commitment, customer service behavior, management performance. A survey study was conducted to collect the data with sales forces of at domestic major pharmaceutical companies. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: service trust in internal organization of enterprise are positively associated on both job commitment and management performance, but it was negatively associated on customer service behavior. Job commitment was positively associated on customer service behavior but it was not influences on management performance. And customer service behavior was positively associated on management performance. Therefore, service trust in internal organization of enterprise was direct influences on management performance and it was also effects on through job commitment and customer service behavior. To sum up, if employees are devote themselves in work of their organization, service behavior on their customer of employees will be higher, and then management performance will be achievement. So, it have to reinforce job commitment on employees in order to achievement high performance of management through sales.

• Journal of the Korean Applied Science and Technology
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• v.37 no.4
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• pp.936-943
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• 2020

The purpose of this study was to examine the effect of service quality on customer satisfaction and behavior intention of screen golf. Also emphasized the importance of service quality and tried to identify the mediating role between customer satisfaction and behavior intention. The 485 person who experienced purchasing behavior of screen golf were analyzed and chosen from located in Korea. For the purpose of this study, frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, simple regression and multiple regression analysis of SPSS Statistics ver. 20 were performed. The research results of this study indicate that First, service quality had a significant influence on customer satisfaction in order of facilities, services, human resources and prices. Second, customer satisfaction had a significant influence on behavior intention. Third, service quality had a significant influence on behavior intention in order of facilities, price, service and human resources.

• Journal of Convergence for Information Technology
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• v.12 no.1
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• pp.127-134
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• 2022

The purpose of this study is to examine the impact of value consumption on customer satisfaction of skin care service users. This research was conducted on consumers with experience in value consumption use, and data analysis was analyzed using the SPSS WIN 21.0 program. The results of this study are as follows: First emotional value, functional value and social value had a positive effect on customer satisfaction. Second social value and emotional value were found to have affected behavioral intention. In order to enhance customer satisfaction, the skin care service provider should not only provide reasonable and practical services, but also form emotional communication or social ties. Also, in order to increase behavioral intention, it should enhance social dignity or make people feel happy through diversion.

• Journal of the Korean Society for information Management
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• v.29 no.4
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• pp.25-42
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• 2012

Recently libraries are experiencing an increasing number of difficult patrons because of the increase in the unemployment rate and the problem of mental health in their communities. The problem behaviours of difficult patrons have negative influence to other users and staff in the library. This seems closely associated with the decline in the quality of library services. Therefore, in this study, we developed a how-to-do-it manual for library staff to meet the aforementioned challenges and to enhance the overall quality of library services for both general users and difficult patrons.

• Asia Marketing Journal
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• v.1 no.3
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• pp.109-119
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• 1999

서비스마케팅에 있어서 종업원의 행동통제와 결과통제에 대한 중요성이 증대하고 있다. 그 중에서 행동통제를 보다 효율적으로하기 위하여 많은 연구가 진행되고 있다. 본 연구는 마케팅조직 종업원의 행동통제 지각이 조직내 종업원이 행동에 어떠한 영향을 주는지를 조사하였다. 종업원이 느끼는 통제지각, 상사의 피드백, 비금전적 보상 그리고 종업원의 역기능 행동 간의 다섯가지 관계에 대하여 가설이 설정되었다. 병원간호사 120 명의 설문응답에 근거하여서 가설검증을 하였다. 다섯 개의 가설중 세 개는 지지되었고, 두 개의 가설은 현재의 자료로는 지지되지 않았다. 가설검증 결과에 근거하여서 시사점과 결론이 제시되었다.

• Proceedings of the Korea Information Processing Society Conference
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• 2015.10a
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• pp.1796-1799
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• 2015

최근 소셜 로봇은 단순히 인간의 사회적 행동을 모방하는 것에 그치지 않고 인간에게 유용한 서비스를 제공하는 데에 초점을 맞추고 있다. 소셜 로봇이 효과적으로 서비스를 제공하기 위해서는 자발적으로 행동을 실행할 수 있도록 지원하는 메커니즘이 필요하나 이에 대한 연구는 미비하다. 본 연구는 소셜 로봇과 상호작용하는 사람에게 효과적인 서비스를 제공하기 위하여 소셜 로봇의 행동을 결정하는 동기 시스템을 제안하고 구현하였다. 제안된 행동 결정 동기 시스템은 장노년층의 스마트폰 활용 도우미 서비스를 제공하는 소셜 로봇에 적용하였으며, 이를 위해 스마트폰 기반의 소셜 로봇을 설계하고 구현하였다.

• Journal of the Korean Society for information Management
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• v.34 no.1
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• pp.291-316
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• 2017

The purpose of this study was to examine comics library user's behavioral intention using the extended theory of planned behavior. In order to verify the effects of variables, such extended variables as comics likeability and service factor were added to such basic variables of the theory of planned behavior as subjective norm, attitude and behavioral control. Study findings are as follows: user's attitude had the biggest effects on their behavioral intention of reuse of Comics Library, and it was followed by subjective norm, service quality and perceived behavioral control, in order. Comics likeability exceptionally had no direct effects on behavioral intention, but it had indirect effects via the mediation of attitude, subjective norm and perceived behavioral control. And second, comics likeability and service quality had power of explanation for such basic variables as attitude, subjective norm and perceived behavioral control, respectively, thus verifying their effects on behavioral intention as extended variables.

• Journal of Digital Convergence
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• v.13 no.11
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• pp.99-108
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• 2015

The aim of this research is to investigate empirically the interrelationship among emotional labor strategies, frontline employee creativity, service performance, and specifically examines the mediating effect of employee creativity in the relationship between emotional labor strategies and service performance in the context of bank industry. The data were collected from frontline employees of banks in Daegu and Gyeongnam. A total of 484 questionnaires were used for the final analysis. Consistent with hypotheses, the results of analysis show that surface acting has a negative effect on employee creativity, while deep acting has a positive effect on employee creativity, and employee creativity has a positive effect on service performance. Furthermore, employee creativity has mediating effect in the relationship between emotional labor strategies-performance.