• 한국프랜차이즈경영연구
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• 제15권2호
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• pp.77-87
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• 2024

Purpose: South Korea is one of the markets where diverse and innovative cuisines are being tried. Therefore, the expectations for Michelin star restaurants in South Korea are high. The expected value of a Michelin star restaurant consists of both hedonic and utilitarian aspects of the dining experience. These consumer expectations affect visit intention. Research design, data, and methodology: The survey period was from October 10, 2023 to October 18, 2023, and 302 copies were used for hypothesis verification. Result: Hedonic expected value was found to have a significant positive influence on short-term and long-term visit intention, but had no significant effect on mid-term visit intention. Utilitarian expected value was found to have a significant positive influence on short-term and mid-term visit intention, but did not appear to have a significant effect on long-term visit intentions. Short-term visit intention was found to have a significant positive influence on mid-term visit intention, and mid-term visit intention was found to have a significant positive influence on long-term visit intention. Conclusions: The theoretical implications are restaurants need to utilize third-party certification, such as the Michelin Guide. The practical implication is that Michelin star restaurants should provide expected value to increase short-term visit intention.

• 한국의류학회지
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• 제39권6호
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• pp.924-937
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• 2015

This study surveyed the recognition and credibility of infant's organic cotton apparel and examined the current quality of children's organic cotton clothes available in the market. This study contributes to improve fabric certification programs and safety standards by understanding customer opinions and actual quality. A customer survey revealed that customers believe that organic cotton products should not include chemicals such as pesticides, fluorescent whitening agents and chemical colors; in addition, customers have high expectations for safety as well as worries about the products' validity. Children's underwear was the most purchased item category among organic cotton products. Current organic cotton certification programs are voluntary with multiple organizations that provide various certification standards. A total of 34.2% of children's organic cotton clothes sold at online and offline stores were not certified, and 10.5% had invalid certification information. This may substantially lower the credibility of organic cotton products and requires immediate change. Examination of organic cotton products showed that products do not meet customer expectations for quality and safety: 3 out of 8 products used accessories (buttons and wappens) that include harmful chemicals such as lead, phthalate and formaldehyde, 6 products used fluorescent whitening agents, and 4 products used other fabrics such as rayon, polyurethane and polyester. GOTS mark is the most recognized organic certification, but it still allows the usage of fluorescent whitening agents, which indicates a gap between customer opinions and actual certification standards. Managing national-level mandatory certification programs like food and setting quality standards that meets customer expectations are required to enhance the credibility of organic cotton products.

• 한국병원경영학회지
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• 제8권1호
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• pp.112-134
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• 2003

The purpose of this study is to analyze the consumer's expectation before the health care service and the consumer's satisfaction after it. The participants of the study are inpatients in a general hospital located in Seoul. The resources were collected from the self-administration questionnaire survey run parallel with face to face interview. In order to measure the degree of the consumer's expectation, 349 samples were collected from the first questionnaire survey on the date of admission to the hospital. The second questionnaire survey was carried out on the date of discharge to the hospital with the participants responding to the first questionnaire survey. There are 154 samples collected from this survey. The results from the analysis of these resources are as follow. First, the survey shows that one of the highest consumers' expectations was about the generosity, kindliness and sincerity from the staff at the hospital, specially from doctors. Second, according to the analysis of the factors affecting the expectations of the consumers, with regard to path of admission to a hospital relating to patient's features, outpatient who gets into a hospital expected good medical care much more than the other patients. In regard of doctor's features, patients usually and highly expect good medical care from doctors who have good carrier and much experience. Third, according to the second questionnaire survey, what patients are satisfied most with is about the generosity and sincerity from staff at a hospital, especially from doctors and their gem attitudes. The results from survey show that the differences among the degree of consumers' satisfaction are very variable, depending on surrounding environments and facilities. The only fact that expectation didn't meet with satisfaction appeared to the case about technology and skill of medical care and the case about updated medical skills and equipments. Fourth, comparing the degree of expectation with the degree of satisfaction of consumers, correlative analysis was concerned significantly and specifically about the part of overall cleanliness relating to facilities and surrounding environments, the items about medical examination and test plan procedure relating to skill of medical care, professional specialties and convenience for procedure, and the items about satisfying explanations and concern about patients from doctors relating to staff's generosity and sincerity. Fifth, the analysis of the factors affecting the degree of how much patients are satisfied with shows that relating to sociodemographical features, patients are not satisfied with the case when the time and process of medical treatment are getting longer. It is surveyed that consumer were satisfied with the motivation to visit a hospital and the insurance type in patient's feature and so were the medical department and the factor of the degree of the expectation in disease's feature. Sixth, according to analysis based on the survey, patients would join again a hospital when they get satisfaction from the medical care and also they want to come again regarding to doctor's capability. For example, when doctors are old, have a good carrier and much experience, patients would come again. As seen from the above, consumers are usually satisfied with the medical treatment more than that they expected before. They would intend to use again when they get satisfaction from the medical care provided at a hospital. Patients and consumers highly expect good attitude as well as capacity from medical doctors and they are also generally satisfied with those things. Therefore, in order to increase the degree of consumer's satisfaction and their intention to come again, the hospital staff would have to commit themselves to achieve high quality service continuously and would have to make an effort to offer the finest quality service.

• 유통과학연구
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• 제9권2호
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• pp.73-81
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• 2011

본 연구는 구전의 정보원천 효과가 학원에 대한 기대형성에 미치는 영향을 규명해 보고자 함과 동시에, 기대형성이 실제 교육서비스 판매에 미치는 영향을 알아보기 위한 것이다. 또한 교육서비스 판매에 있어 사전에 형성된 기대가 교육서비스 판매에 있어 매개효과를 분석하는 데 그 목적이 있다. 가설검증 결과 구전정보 원천효과가 기대속성에 미치는 영향에 있어서는 전문성, 유사성, 호감성, 친숙성의 요인들이 기대속성에 미치는 영향이 유의한 결과를 보이고 있다. 그러나 진실성은 유의하지 않은 것으로 나타났다. 학원 방문전 기대속성이 교육서비스 판매에 미치는 영향에 있어서는 유의한 결과를 보이고 있어, 긍정적인 영향을 미치고 있다. 구전정보의 원천이 교육서비스 판매에 있어서 미치는 영향에 있어 기대속성의 매개역할에 대한 결과는 기대속성은 전문성이 교육서비스 판매에 미치는 영향에 있어 부분매개효과, 진실성에 있어서 완전매개효과, 유사성에 있어 부분매개효과, 호감성에 있어 완전매개효과, 친숙성에 있어 완전매개 효과가 있다는 결과가 도출되었다.

• 한국의류산업학회지
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• 제22권3호
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• pp.335-348
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• 2020

This study examines the cultural differences in Korea and the United Kingdom, and how they affect consumer complaint behavior(CCB). Technological advances allow consumers to easily access information anywhere in the world using the internet thus they demand even higher expectations from the sellers. Consumers from different cultural backgrounds, especially the millennial generation, have different ways of expressing a dissatisfying shopping experience. For this comparative study, in-depth interviews were conducted based on the methodology set by grounded theory. The results of the axial coding produced by recombining the data from open coding were visualized as a paradigm model. The main phenomenon of attitude towards complaining was formed following the causal conditions of dissatisfaction that occurred after purchasing fashion products online. The contextual condition, which is the cultural factors, affects the formation of the attitude towards complaining; and the intervening conditions, which are personal value and amplifications of dissatisfaction, had a moderating effect between the causal condition and the main phenomenon. Complaining costs, the likelihood of successful complaint, attribution, and the importance of the product were the determinants of the complaining behavior after the attitude towards complaining was formed. As a result, there were three classifications of consumer complaining behavior: no action, private action, and public action. This research will serve as a guide for online companies that wish to enter the UK fashion industry with a competitive edge.

• 한국생활과학회지
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• 제21권5호
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• pp.957-973
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• 2012

This study analyzed consumer public complaint behaviors and the satisfaction of complaint handling among credit card users who availed of credit card services. Relatively little research has been done in this area, despite the obvious importance of understanding and improving credit card market conditions. The purpose of this study was to examine consumer compliant behaviors with a focus on public actions, such as voice responses and the third party actions among credit card users. With the goal of providing consumers with more positive expectations of credit card companies' complaint handling process, this study investigated the status of public actions and the negative effect of complaints on the overall satisfaction of post-complaint behavior toward credit card services. The responses from 1,000 credit card users were analyzed using descriptive analysis, factor analysis, multi-logit analysis, and Heckman selection estimate. The analysis provided three major results: (1) perceived service quality among credit card users was conceptualized into groups such as responsiveness, innovation, company, additional service, and fee, (2) perceived service qualities, age, residential area, employment status, and subjective economic status had significant effect on public compliant action behaviors, and (3) unidimensional factors resulting from post-complaint behaviors were analyzed and several variables, such as period of credit card use, average amount used, and perceived service quality had significant effects on the degree of satisfaction associated with complaint handling in terms of credit card services. Several implications and directions for further research are discussed.

• 디지털융복합연구
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• 제17권1호
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• pp.9-27
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• 2019

본 연구는 모바일 간편결제 서비스에 대한 소비자 반응을 살펴보고 그 반응이 서로 어떤 연관이 있는지 파악하고자 하였다. 이를 위해 대표적인 모바일 간편결제 서비스인 삼성페이를 사용한 경험에 대해 언급한 데이터를 수집하고, R을 이용하여 텍스트 빈도분석, 텍스트 군집분석 그리고 텍스트 네트워크 분석을 실시하였다. 본 연구의 주요 결과는 다음과 같다. 첫째, 빈도분석 결과 삼성페이의 기능과 삼성페이가 지갑을 대체할 수 있는 지에 대한 관심이 높은 것으로 드러났다. 둘째, 군집분석 결과 크게 긍정과 부정 반응으로 분류되었으며 5가지 긍정반응 군집과 4가지의 부정반응 군집이 도출되었다. 셋째, 삼성페이에 대한 지갑 대체 가능 여부는 복수의 반응을 하나의 메시지로 묶어주며, 삼성페이에 대한 지속적인 이용의도와 높은 관련성을 지니는 요인임이 밝혀졌다. 본 연구를 통해 소비자 측면에서 삼성페이에 대한 이해를 높이고, 소비자의 가치와 기대에 부응하여 궁극적으로 높은 만족을 이끌어낼 수 있는 서비스를 제공하는데 도움이 될 것으로 기대된다.

• Fashion, Industry and Education
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• 제14권2호
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• pp.60-69
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• 2016

Visual literacy, a key element of a design portfolio, is achieved by communicating a consistent visual aesthetic with respect to design elements, design principles and individual style. Yet, students often feel challenged in articulating their personal aesthetic or design philosophy in order to create a unifying design identity within a body of artifacts. This paper shares some best practices on overcoming this challenge through students' engagement in self-reflection and identity formation processes. The implemented innovative strategy in a senior-level portfolio development course for apparel designers involved four different phases: 1) one-on-one meetings to self-reflect on previous design work, 2) selection and revision of artifacts, 3) peer-review and critiques of revised portfolio artifacts, and 4) development of a final ePortfolio to showcase a unified design identity. It was evident that recording students' initial self-reflection in the form of a metacognitive oral report encouraged and motivated identity development in their portfolio. Further, students expressed their satisfaction in the ability to participate in the selection process of artifacts by self-reflecting about what they wanted to highlight about themselves and why. Overall, student outcomes from this strategy exceeded expectations and the portfolios developed were successful in creating a cohesive design identity.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.197-205
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• 2021

This study aims to investigate factors influencing customer behavior towards nylon bags and single-use plastics. These factors are environmental protection awareness, health protection awareness, sense of responsibility, expectations, and green marketing. A quantitative method with the use of surveys is deployed to collect data of young people under 30, generating 1650 valid responses. The collected data is then analyzed with SPSS 22, using Cronbach's Alpha and Exploratory Factor Analysis to test the reliability of the model before validating the hypotheses by regression analysis. The study found that the majority of respondents are inclined to use plastic bags, despite their environmental awareness. The results also demonstrate that health consciousness, environmental concerns, self-driven responsibility for the sustainability of young people have a significant impact on their behaviors in using nylon bags and plastic products, whereas expectation and green marketing are confirmed not to be the factors. The study suggests that if green marketing is to gain higher influence, an increase in research and development to support other environmentally friendly packaging would be the right path. Finally, this research proposes some feasible recommendations for the government, which include imposing bolder and more targeted environmental policies on consumers and introducing educational campaigns to raise awareness about minimizing plastic consumption.

• 벤처창업연구
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• 제13권3호
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• pp.153-165
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• 2018

우리나라의 지속적인 경제발전과 경쟁력을 확보하기 위해서는 대기업과 중소기업의 간의 균형 잡힌 발전이 필요하다. 이에 대 중소기업간 상생 및 해외 동반진출에 대한 관심이 높으며, 정부에서도 여러 가지 지원정책을 늘리고 있다. 이에 본 연구는 네트워크 이론의 관점에서 홈쇼핑 기업과 소비재 중소기업의 협력관계를 바탕으로 한 해외 동반진출 사례를 고찰하고, 유통대기업-소비재 중소기업의 동반진출을 설명하는 모델을 구축하고자 한다. 이를 위해 홈쇼핑 기업과 소비재 중소기업의 해외 동반진출과 관련한 인터뷰를 통해, 유통구조의 특수성을 고려한 홈쇼핑 기업과 소비재 중소기업의 효율적인 해외 동반진출 확대 방안을 모색하고자 한다. 이에 해외 동반진출을 하고 있는 3개의 홈쇼핑 기업과 3개의 소비재 중소기업을 대상으로 인터뷰를 실시하였으며, 결과는 다음과 같다. 홈쇼핑 기업은 소비재 중소기업의 해외 판로 개척에 도움이 되며, 자원과 역량이 부족한 중소기업에게 경영 및 마케팅 역량을 활용할 수 있는 기회를 제공한다. 홈쇼핑 기업이 소비재 중소기업을 지원하기 위해 인서트 영상을 제작하거나 관련 언어를 번역해주기도 하며, 무역통관과 관련된 서류 작성을 도와주기도 한다. 또한 해외 시장개척단을 구성하여 해외시장 정보 제공 등의 지원을 한다. 이러한 홈쇼핑 기업의 지원을 이용하여 소비재 중소기업은 해외 시장을 개척하고 있다. 그렇지만 아직까지는 홈쇼핑 기업에게 해외 동반진출이 주는 실질적인 혜택이 미미하기 때문에 장기적으로 서로 win-win할 수 있는 전략이 필요하다. 이를 위해 해외 동반진출을 독려할 수 있도록 실질적인 혜택을 제공해야 하며, 궁극적으로 홈쇼핑 기업과 소비재 중소기업 간의 균형적 발전을 도모해야 한다.