• Korea Journal of Hospital Management
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• v.12 no.2
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• pp.69-92
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• 2007

This research has classified waiting times into the three different ones according to service offering process and investigated the antecedents and consequences of types of waiting times. A service provider's concern and customer involvement were modeled as antecedent variables and negative emotion and service value as dependent variables. The empirical results of the study are as follows. A service provider's concern had significant influences on all the three types of waiting times whereas customer involvement was found to affect preprocess-waiting and postprocess-waiting times. Preprocess-waiting time had a significant impact on both negative emotion and service value and inprocess-waiting time only affects negative emotion. However, postprocess-waiting time had influenced none of the variables. The findings illustrate an important role of concern and involvement regarding to a customer's perceived waiting time and relative importance of waiting types on negative emotion and service value. A summary of the results are reported and managerial implications are discussed.

• Human Ecology Research
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• v.59 no.3
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• pp.311-324
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• 2021

The purpose of this study was to reveal the effects of internal characteristics, such as fashion involvement, personality characteristics, and customer orientation of fashion brand salespeople on the core sales tasks, and how the core sales tasks and internal characteristics differ depending on differences in the way salespeople are remunerated. The data were collected as a questionnaire to fashion brand salespeople in Gwangju from September to October 2020. Using 235 responses, the data were analyzed with SPSS 21.0 for frequency analysis, reliability analysis, t-test, factor analysis, and regression analysis. The research results were as follows. First, fashion involvement comprises factors such as 'fashion passion and sense'and 'fashion trend interest', and the greater the 'fashion passion and sense', the better the 'sales management'and 'customer relationship management'jobs. Second, 'esthetic openness', 'responsibility' and 'extroversion' of the big five personality characteristics have a positive impact on 'sales management' and 'customer relationship management' tasks. Third, customer orientation comprises factors such as 'customer-centric understanding'and 'gain customer trust', the greater the customer-orientation, the better the 'sales management'and 'customer relationship management'tasks. Fourth, according to the position of the salesperson, the group of professional salespeople at manager level had high responses in core sales tasks, fashion involvement, customer orientation, and characteristics such as 'agreeableness', 'esthetic openness', and 'responsibility'.

• Journal of Information Technology Services
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• v.12 no.4
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• pp.235-253
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• 2013

This research investigates the interaction effects of factors, namely, advertiser awareness, advertisement appeal, and customer involvement and need for cognition, selected from the parties involved in public service advertisement. Manipulating the participant's involvement, attitude toward the advertisement and the advertiser and intention to donate according to 2 (awareness) X 2 (cognitive/affective appeal) factors were surveyed. In result, participants with high involvement were relatively less affected by advertiser awareness. Also, high need for cognition indicated less effect of advertiser awareness on intention to donate. Moreover, when cognitive appeal is used, advertiser awareness affected less on consumers' attitude toward the advertisement and the advertiser and intention to donate. Further issues on changing customers' attitudes and behaviors are discussed.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.4
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• pp.1-14
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• 2007

Upon the intensive competition, companies try to hold their current customers by investing more money and efforts on CRM activities. They provide various benefits for their customer to keep them and increase their loyalty. However many companies want to know how effective their CRM activities are. In this paper, we investigate the effectiveness of companies' different CRM activities on customer perception of different benefits as well as their loyalty. For this we categorize the benefits that companies provide for their customer into four different types of customer benefits such as social customer benefits, psychological customer benefits, economic customer benefits and customization benefits. We examine the effects of different customer benefits and how different the customer benefits vary depending on the types of industries and even on the involvement level, relationship types, and customer's acceptance level of risks. We found that the CRM activities had, in general, a positive effect on customers' perception and loyalty. However, companies had better selectively concentrate their CRM activities on the most effective ones considering the involvement level, relationship types, and customer's acceptance level of risks along with the industry where they belong.

• International Journal of Costume and Fashion
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• v.10 no.1
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• pp.15-27
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• 2010

This study investigates the differences of e-service quality depending on image interactivity technology and the influences of e-service quality on purchasing involvement and customer loyalty. Online shopping malls have made toward satisfying customers' shopping experience owing to the advance of technology. Above all, it is important to prove effectiveness of this technology to introduce it. Therefore, the purpose of this study is to test effectiveness of Image Interactivity Technology (IIT) which has been introduced by some shopping malls. For this study three shopping malls were designed as stimuli that have the different level of IIT. The women of 20-30 who have bought fashion products in online shopping malls participated in the quantitative research. Total 592 were used for the statistical analysis. Descriptive statistics, cross tabulation analysis, factor analysis, reliability analysis, one-way ANOVA, and multiple regression were implemented. Four factors of e-service quality were extracted. The 3D avatar shopping mall was higher than the others in those factors. Besides, e-service quality factors influenced purchasing involvement and customer loyalty. Therefore, online shopping malls are advised to introduce IIT and improve e-service quality

• The Journal of the Korea Contents Association
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• v.10 no.7
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• pp.386-395
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• 2010

This study aims to find the influential relation amongst Big 5 personality factors, job involvement and customer orientation of hotel employees and to provide methods to develop their personality factors suitable for a organization Firstly, detailed verification findings of regression analysis on Big 5 personality factors and job involvement were suggested as following; Job attachment of hotel employees influenced their extroversion and friendliness. Also, sincerity and stability had significant effects on job responsibility and task significance had significant. Secondly, regression analysis was performed to identify the results of job involvement and customer orientation and the detailed verification results are as following; Satisfaction of customers' needs had significant effect on job attachment and job responsibility. In addition, service for response to customers' contacts meaningfully influenced job responsibility and task significance.

• Information Systems Review
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• v.8 no.1
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• pp.101-123
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• 2006

The main purpose of this study is to conceptualize and investigate the relationship between customer satisfaction and the linking variables of customer loyalty in internet shopping mall including general merchandise and specialized online mall. To achieve this objective, the study tries to validate the structural equation model and causal relationships among the model's elements involving customer satisfaction, customer trust, customer attitude, relationship involvement, and customer loyalty. The same research model was used in analysing general merchandise and specialized internet shopping mall to reveal and compare the casual path constructs. Empirical findings are as follows: First, all the hypothesis concerned with internet merchandise shopping mall were accepted but the direct effects between satisfaction $\Rightarrow$ loyalty and satisfaction $\Rightarrow$ attitude rejected in case of specialized internet shopping mall. Second, I found out that there were direct or indirect relationships between the mediating variables(satisfaction, attitude, involvement) and site trust and customer loyalty irrespective of internet shopping site patterns. In Particular, the direct effects of on customer loyalty showed the difference each other, but the indirect effects through satisfaction, attitude, or relationship involvement were all accepted. This means that the proper management concerned with indirect path is probably more important for the success of all kinds of internet shopping mall. The implications of this research may be summarized as follows. First, click and mortar companies should clearly understand and articulate the key requirements of shopping mall trust and satisfaction. Second, online companies are encouraged to establish linkage including trust, positive attitude, relationship involvement in order to foster customer loyalty. Third, companies are not only required to differentiate the internet marketing strategy adapting to the patterns of internet shopping mall but also to customize the interaction strategy in the formation process of customer loyalty.

• Journal of Korean Society for Quality Management
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• v.47 no.2
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• pp.237-254
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• 2019

Purpose: The purpose of this study is to analyze correlation of perceived cosmetics brand apps attributes and use intentions, mediating role of customer satisfaction, and relationship between customer satisfaction and continuous usage intention. Then provide basic data for development management strategy of beauty industry and enhancement of competitiveness corresponding to smart era. Methods: The questionnaires were surveyed by an online company(EMBRAIN). After data collection, frequency analysis was performed on the general attributes of questionnaire survey using SPSS 22.0, and data conclusions were derived by verifying reliability and validity of data and hypotheses. Results: First, perceived cosmetic brand app attributes have a positive effect on customer satisfaction, Second, perceived cosmetic brand app attributes have a positive effect on continuous usage intention. Third, customer satisfaction was found to have a mediating role in the effect of perceived cosmetic brand app attributes on continuous usage intention. Fourth, involvement proved to control the relationship between perceived cosmetic brand app attributes perceived interactivity and customer satisfaction. Finally, Involvement has proven to control the relationship between cosmetic brand app attributes perceived interactivity and continuous usage intention. Conclusion: Consumers buying products from cosmetics brand apps will be more likely to use cosmetics brand apps if they feel comfortable with calculation process, search, booking confirmation and payment methods.

• Knowledge Management Research
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• v.11 no.3
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• Korean Journal of Human Ecology
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• v.21 no.2
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• pp.241-256
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• 2012

Gas station consumers have become increasingly conscious of expanding choices and service options available at retail outlets. The purpose of this study was to determine key factors in customer choice of gas / service stations. This study seeks to identify key the relationship between socio-demographical variables and consumer choice, and consumer satisfaction and loyalty associated with gas / service station usage. The research instrument comprised of a questionnaire in the form of an on-line survey that was administered during November, 2010. A Total of 1,000 questionnaires were used in the final analysis. The collected data were treated with SPSS Windows 18.0 and analyzed in for frequency, percentage, mean, standard deviation, pearson's correlation analysis, and multiple regression analysis. The results of were as following: First, there was a strong positive relationship between involvement, satisfaction, loyalty of gas station service. Second, satisfaction was significantly affected by involvement, the frequency of gasoline purchases, the information route and customer's occupation. Third, loyalty was significantly affected by consumer satisfaction, involvement, frequency of gasoline purchases, information route and customer's occupation.