• Journal of the Korean Society for Aviation and Aeronautics
• /
• v.25 no.4
• /
• pp.76-82
• /
• 2017

I studied existing research and thesis which are relating emotional labor, job-related stress, and service level to set up the structural model and potential factors that form this structural model. The result showed that emotional labor is affecting job-related stress, service delivery level and customer-oriented activities. And service delivery level is affecting customer-oriented activities under 95% confidence levels. Also from the analysis of group survey by working group, check-in agent's emotional labor is affecting on job-related stress, service delivery level and customer-oriented activities. And service level is affecting on customer-oriented activities. By the result of how emotional labor and customer-oriented activities are related, I strongly believe it contributed the study of emotional labor theory.

• The Journal of Industrial Distribution & Business
• /
• v.8 no.7
• /
• pp.71-81
• /
• 2017

Purpose - The purpose of this study is to investigate the relationship between customer trust and intention to return to the traditional market by using empirical analysis. Research design, data, and methodology - For the empirical analysis of this study, questionnaires were conducted for adults and over 20s. A total of 200 questionnaires were distributed to consumers with experience in traditional markets, and 163 of them were used for empirical analysis. In order to analyze the relationship between customer trust and return visit intention by consumers visiting the traditional market, variables were selected through 10 constructive concepts and revised based on previous studies. The SPSS for win 18.0 was used for data analysis. Results - In order to clarify the relationship between consumer's visit to traditional market and customer's trust, it was found that the tolerance values of both the visiting factors and the consumers' perceptions of traditional markets were higher than .01. In the relationship between visitor's visit to traditional market and customer's trust, price was positively related to customer trust at 0.1% level. Image, product quality and freshness of traditional market were 5% Positive effects were found. These results show that consumers who visit traditional markets gain customer's trust in price, image, product quality and reliability of traditional market. Conclusions - In this study, the results of this study are as follows: First, the effect of customer trust on customer satisfaction is affected by the image (emotion) consumers feel about traditional market, the trust level about the price of goods offered by the market, The confidence level of freshness, the reliability of consumers' connection with the local economy, the consumer's traditional marketplace, and the level of awareness of the service (kindness) of the variables on the independent variables. As a result of the analysis, it was found that among the influence variables of customer trust used in this study, consumers had a high level of confidence about the price of commodities offered by the market, quality of goods, and freshness, The same relationship, market environment such as hygiene or cleanliness, connection with a local economy, service (kindness) of traditional market did not affect consumers' trust in traditional markets.

• The Korean Journal of Franchise Management
• /
• v.10 no.3
• /
• pp.37-52
• /
• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

• Journal of Korean Institute of Industrial Engineers
• /
• v.41 no.1
• /
• pp.115-120
• /
• 2015

Evaluating product quality level is necessary before the manufactured items are delivered to the customer. When the amount of the items to be manufactured is limited and the product is of high price and should be evaluated by destructive testing, the number of samples to be tested should be as small as possible. This paper presents a small-sample inspection method using hyper-geometric distribution and Bayesian approach for finite small-sized population. A method of determining the minimum sample size is presented for given population size, allowable number of defectives, warranteed defective level, and confidence level which is the degree of confidence on the product quality level recognized by both the producer and the customer.

• Asia-Pacific Journal of Business
• /
• v.13 no.2
• /
• pp.169-182
• /
• 2022

Purpose - The purpose of this study was to investigate influence relationship among health lifestyle, customer satisfaction, repurchase intention and recommendation intention in the protein beverage market. Design/methodology/approach - This study collected 286 survey data from customers who had experience buying and drinking the protein beverage. The Exploratory Factor Analysis (EFA) and the multiple regression analysis were hired in order to analyze the data. Findings - First, four dimensions of health lifestyle("health confidence," "health sensitivity," "health intention," and "health eating habit") were found to be valid and reliable. Second, all four dimensions of health lifestyle had a positive effect on customer satisfaction. Third, customer satisfaction had a positive effect on repurchase intention. Lastly, customer satisfaction had a positive effect on recommendation intention. Research implications or Originality - This study provided research model among health lifestyle, customer satisfaction, repurchase intention and recommendation. Furthermore, the results of this study were useful for identifying the role of health lifestyle in estimating customer satisfaction and the strategies for strengthening customer satisfaction in the protein beverage market.

• Journal of Digital Convergence
• /
• v.4 no.1
• /
• pp.55-71
• /
• 2006

The Public Service Charter is one of the administrative reform programs introduced to promote customer oriented administration. It's main purpose is to achieve citizens' confidence in the government by satisfying them with elevated quality of the public services. This study focuses on analyzing current conditions and achievements of the Public Service Charter in the Republic of Korea and proposing it's development plan. Since it was introduced to Korea in 1998, the Public Service Charter has been disseminated and contributed to the spreading of the citizens' understandings of the government's initiatives for customer satisfaction plans. Still, it has several problems as follows; A lot of public servants and citizens lack in understandings of this program. CEOs don't have enough concern in it. Evaluation is not organically connected to performance management. The correction and compensation procedure are not well operated. To solve these problems, the government needs to set up an institutional foundation establishing a legal base, uplifting CFO' concerns, and building a department with full responsibility, and to promote employees and citizens' participation through education and PR. It's also important to enhance post management by efficient evaluation and performance management, substantial correction and compensation procedure.

• Asia pacific journal of information systems
• /
• v.10 no.3
• /
• pp.159-180
• /
• 2000

As the importance of electronic commerce(EC) increases, some people argue that traditional commerce(TC) will ultimately give way to EC in the near future. Regardless of the type of commerce, however, it is the value factors of the customer that would formulate the direction of change in the market. This study investigates the influence of those value factors upon the attitude towards the type commerce and the repurchase intention of products and service. It also addresses the impact of the customer's risk disposition and level of confidence. A number of customer's value factors are hypothesized to affect the attitude, and the attitude in turn is expected to be related to the repurchase intention. Based on two hundred and ninety responses from the computer survey, the hypotheses are tested. The convenience, cost reduction, and information satisfaction factors affect EC attitude and repurchase intention. Similarly, the reliability, personal interaction, and shopping enjoyment factors affect TC attitude and repurchase intention. The comparison between EC and TC factors indicates the significant difference in the time saving factor in favor of EC. The personal characteristics such as risk disposition and level of confidence also influence the attitude and repurchase intention. The implications and limitations of this study are discussed. The value factors identified in this study may serve as important checklists for those firms already in EC and those intending to enter the market.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.11 no.4
• /
• pp.13-24
• /
• 2015

Customer complaints handling helps organizations to retain existing customers and attract new customers, as well. As Voice of the Customer (VOC) is one of the main sources of customer complaints, many organizations utilize VOC to enhance customer satisfaction. Effective management of VOC has been proved as one of the best ways to maintain organization's brand image and reputation. In spite of its importance, little has been reported on the utilization of VOC to detect faults in a telecommunication industry. In this paper, association rule mining based on VOC is used to identify root fault causes of a telecommunications network. To do that, VOC of a Communication Service Provider has been collected first. Then, association rule mining has also been conducted with various support and confidence levels. As a result, root fault causes of the telecommunications network can be identified. It is expected that this study can be used as a basis for decisions about customer satisfaction management such as preventive maintenances or reduction of the customer maintenance cost.

• Proceedings of the Korean Society of Precision Engineering Conference
• /
• 2004.10a
• /
• pp.87-91
• /
• 2004

This paper dealt with FMEA, Which is a method of the analysis to secure safety and confidence coming up to customer's expectation in consideration of the environment of the corporation, the industrial environment, and the functional improvement. And by using FMEA, We showed the example analyzed the confidence of the reduction gear. It was proved by the result of the analysis that the rate of the breakdown which is usually regarded as the first important point to reform can't satisfy the selecting basis to improve. Also the result said that it is not right to depend on only the rate of the failure in making the list of the reform. Through the analysis of the breakdown, FMEA can present the important factors of the reform to improve the confidence of the system. In this study would show the important factors of the improvement in order to product the goods guaranteed confidence through the method of FMEA.

• Culinary science and hospitality research
• /
• v.7 no.2
• /
• pp.1-24
• /
• 2001

A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.