• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.7
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• pp.841-855
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• 2011

This study examines the structured model of building fashion customer loyalty by service recovery and scrutinizes the effect of explanations on perceived justice and the proposed model. The data of a total of 300 women were collected through an online survey. Employing structural equation modeling, this study demonstrated that both distributive and interactional justice had a positive impact on customers' satisfaction with service encounter that subsequently led to overall satisfaction with the brand. Overall satisfaction influenced the attitudinal loyalty of customers that induced their behavioral loyalty. To examine the effect of explanations on perceived justice and the process of building fashion customer loyalty by service recovery, t-test and multi-group SEM were employed. The result displayed that the group who received explanations after service failure perceived higher level of justice than the one who did not. There was a significant difference between two groups on the direct path from interactional justice to overall satisfaction with the brand. This study clarifies how perceived justice influences fashion customer loyalty mediating by satisfaction in and confirms the critical role of explanations in service recovery context. By implying the understanding of the important role of explanations in service recovery context, this study provides fashion marketers with insight for delivering more successful service recovery strategies that enhance customer loyalty.

• Journal of Digital Convergence
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• v.14 no.1
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• pp.275-284
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• 2016

This study is to find out the casual relationship among nursing organization culture, job satisfaction, and organizational commitment that affects customer orientation. The participants were 261 hospital nurses. Data were collected through questionnaires and analyzed using SPSS and AMOS programs. The result of this study can be summarized as follows. First, job satisfaction, and organizational commitment showed a direct effect on customer orientation of hospital nurses. Second, nursing organization culture, Job satisfaction, showed an indirect effect on customer orientation of hospital nurses. This implies that, to achieve enhancing of hospital nurses' customer orientation, enhancing job satisfaction, organizational commitment while simultaneously nursing organization culture for an organization is more effective.

• Journal of Distribution Science
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• v.19 no.5
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• pp.13-21
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• 2021

Purpose: The sports leadership theories are crucial in ensuring the success of corporations. This study shall discuss the various leadership theories employed in the sports industry and how they can be incorporated within the retailing sector to enhance the service quality and promote substantial customer value towards all the consumers visiting the retailing stores. Research design, data and methodology: The present researcher gathered textual data on potential solutions for coding of development through web searching method and coded and produced various topics as solution providers. Methods were then established to enhance quality on customer value by the leadership within their businesses, and the researcher subsequently presented the findings. Results: This study provides a total of nine solutions which are helpful systemically for practitioners in the retailer service sector. These numerous solutions can be incorporated within the retail industry through the sports leadership theories employed in the sports industry to help achieve a full and strong customer value. Conclusions: Finally, the present study concludes that the retail industry and management need to ensure that a substantial customer value is built through high-quality services rendered towards the clientele base, employing sports leadership theories such as path-goal, authentic leadership, transformation, situational and leader-member exchange theories.

• Asia-Pacific Journal of Business
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• v.11 no.4
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• pp.167-176
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• 2020

Purpose - In this study, we tried to find that the relationship between the perception of customers on the airline service quality, customer satisfaction, and intention to reuse in Chinese low-cost carriers industry. Design/methodology/approach - We conducted the empirical study for hypotheses testing using the survey data of experienced users in Chinese low-cost carriers service. In this study, reliability and factor analysis were conducted using SPSS 26.0, the path analysis was performed using AMOS 24. Findings - We found that the customer's perception of aviation operation, reservation/ ticketing, online information service provided by Chinese low-cost carriers are positively associated with customer satisfaction. In addition, it was confirmed that customer satisfaction is positively related to the intention to reuse. Research implications or Originality - Based on the results of analysis, it was confirmed that the basic sub-services of the airline are also important in the low-cost carriers services market.

• The Korean Journal of Food & Health Convergence
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• v.8 no.4
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• pp.23-30
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• 2022

This study aims to analyze the premium hamburger market, which has recently become popular, the effect of the importance of the customer selection attribute of premium hamburgers on customer satisfaction, and the effect of customer satisfaction on repurchase intention. Existing research has focused on the importance of the selection attributes of premium hamburgers. Quality, convenience, experience, and presentation visuals were selected as customer selection attributes. This study analyzed 158 customers who had purchased and tasted premium hamburgers. To verify reliability and validity, a confirmatory factor analysis and discriminant validity analysis were performed, and a path analysis was carried out using structural equation modeling. The results showed that the quality, convenience, experience, and presentation visuals of premium hamburgers had a statistically significant effect on satisfaction. Moreover, satisfaction was verified to have a significant effect on repurchase intention. Customers' preference for premium burgers will continue to increase, thanks to the growth in national income, single-person families, and healthy food wellness. It was empirically proven that the selection attributes of premium burgers have a statistically significant effect on customer satisfaction and that satisfaction significantly affects repurchase intention. This study broadens the research horizon and has practical implications.

• Korea Journal of Hospital Management
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• v.23 no.1
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• pp.65-77
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• 2018

The purpose of this study is to examine the structural causal relationships between service image, service satisfaction, affective commitment, and customer loyalty to customers who have experienced hospital medical services, and to identifies the mediating effect of relationship proneness in explaining the effects of service image, service satisfaction, and affectivel commitment on customer loyalty. For this study, 250 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Service image had significant influence on service satisfaction and emotional commitment. First, Service satisfaction was significant for emotional commitment and customer loyalty, and emotional commitment had a significant effect on customer loyalty. Therefore, the path relations between variables were all statistically significant. Second, there was differences the moderating effect of the relationship proneness in the effects of service satisfaction, service image and affective commitment on customer loyalty. In other words, the moderating effect of the relationship tendency was consistent with the research hypothesis and the adjustment effect was significant in the relationship between service satisfaction and customer loyalty. However, there was no control effect in relation to service image and customer loyalty and affective commitment and customer loyalty. Therefore, In order to secure long-term and stable profits by establishing a relationship with their customers, the medical service marketing strategies of hospitals should be promoted to enhance customer loyalty by raising the level of service satisfaction to high relationship proneness group and by raising the the level of affective commitment to low relationship proneness group.

• The Korean Journal of Franchise Management
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• v.11 no.4
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• pp.17-29
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• 2020

Purpose: As the untact culture has spread due to the recent COVID-19, the service industry as well as the beauty salon is shrinking. In order to overcome such a crisis in beauty salons, the lower dimension of beauty salon service quality is divided into servicescape, technical service, and employee service, and actions are taken with the 'perceived value of the customer' as a parameter. In this study, S-O-R(Stimulus-Organism-Response) theory was applied for customer-centered analysis, and gender and regularity were selected as moderator variables to add practical implications. Research design, data, and methodology: All constructs were measured using items developed and used in the previous study. A total of 261 questionnaires were collected online using NaverForm. The data were analyzed using factor analysis, correlation analysis, and measurement model analysis with SPSS 22.0 and AMOS 22.0. After testing the research model and hypothesis for the entire group, a multi-group analysis was conducted by dividing into male and female groups, regular customers, and non-regular customers. Results: First, this study showed that the service environment of beauty salon customers had a negative (-) effect on perceived utilitarian value, and the technical service and perceived hedonic value had a positive (+) effect on the customer's behavioral intention. Technical service and employee service had a positive (+) effect on perceived hedonic value, but perceived hedonic value did not affect customer's behavioral intention. Second, there is no statistically significant difference in each path between male and female groups. Third, there was a statistically significant difference between regular customers and non-regular customers, only the path that the servicescape influences the perceived hedonic value. Conclusion: According to the results of this study, technical service and utilitarian value should be considered in order to induce behavioral intention of customers, and technical service quality should be considered first. Also, operating a beauty salon requires a differentiated approach to the salon servicescape according to the ratio of non-regular and regular customers. The beauty salon servicescape generally showed negative practical value for non-regular customers, but positive for the Hedinic value for servicescape such as comfortable service and clean interior for regular customers.

• Journal of Distribution Science
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• v.13 no.5
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• pp.103-111
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• 2015

Purpose - When it comes to first impressions of family restaurants, people basically think of the following factors: cozy, a refreshing space, indoor lighting, atmospheric music, the best-quality service through mutual interactions with employees, birthday events, follow-up customer management, brand image, and many others. Focusing on such family restaurants characteristics, with consumption experience and customer satisfaction determined as mediator variables, this study looks into the selection factors that affect customer loyalty when choosing a family restaurant. Subsequently, the study conducts an empirical analysis of these selection factors with the greatest influence. Research design, data, and methodology - This study analyzed 200 total surveys of family restaurant customers including college students, workers, housewives, and others. The survey was conducted over two weeks in May 2014. For statistical processing, SPSS 21 was used for factor analysis and reliability analysis as well as AMOS for structural equation analysis. In terms of a variable that would influence either consumption experience or customer satisfaction at the restaurants, the study introduced the concept of customer equity. The study designed a model based on a hypothesis developed using the following factors: customer encounter service value, customer convenience value, brand equity, relationship equity, and other factors defined as components of customer equity by Rust et al. (2000) determined as independent variables as well as with customer experience and customer satisfaction set as mediator variables. The hypothesis, after all, assumed that customer loyalty would be positively (+) influenced. Results - The analysis results from the study reported that brand value, customer encounter service value, and relationship value have positive (+) effects on consumption experience and customer satisfaction. However, as for customer convenience value, this turned out not to have a statistically significant influence on consumption experience and customer satisfaction. In regard to a relation between consumption experience and customer satisfaction, the results showed that the former affects the latter, and in terms of intervening variables, both of these appeared to have a positive (+) effect on customer loyalty. Conclusions - This study suggests that family restaurants should look for strategies that focus on how to promote customer relationships. For example, restaurants could try birthday events or discount events to achieve this goal. Since the study ended up realizing relatively low levels of suitability and statistical significance, the path of the study changed. After all, in order to increase suitability and statistical significance, the study had to eliminate factors such as service quality and others and for this reason the study was unable to conduct the analysis as initially planned. In addition, the data samples of the research were mainly gathered from students, which made it hard to say that the analysis was carried out on samples from every different group. Future research should analyze the characteristics of each group of customers for factors affecting customer satisfaction and customer loyalty in the family restaurant chain.

• Journal of Communications and Networks
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• v.14 no.3
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• pp.336-345
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• 2012

Autonomous system (AS) business relationships and their inference have been widely studied by network researchers in the past. An important application of inferred AS relationships can be the prediction of AS paths between a source and destination AS within a model. However, besides knowing the topology and inferred AS relationships, AS path prediction within a model needs to be understood in order for us to know how we can derive border gateway protocol (BGP) policies from AS relationships. In this paper, we shed light onto the predictive capabilities of AS relationships by investigating whether they can be translated into BGP policies such that inferred AS paths are consistent with real AS paths, e.g., paths observed from BGP routing tables. Our findings indicate that enforcing constraints such as the well-known valley-free property and the widely assumed preference of customer routes always results in a very low consistency for AS path inference. In addition, this is true irrespective of whether customer, peer, or provider routes are preferred. Apparently, applying such constraints eliminates many "correct" paths that are observed in BGP routing tables and that are propagated in a simple shortest path model where AS relationships are ignored. According to our findings, deriving BGP routing policies for predicting with high accuracy AS paths in a model directly from AS relationships is still difficult.

• The Journal of Information Systems
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• v.19 no.3
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• pp.75-103
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• 2010

This study analyzes a model appling value in the mobile learning. We investigate the interaction, ease of use, hedonic value, and utilitarian value considering importance factors in the mobile learning, and the customer values are found to influence the customer satisfaction. We analysis a relationship between these factors and the customer satisfaction, and the relationship between the customer satisfaction and the loyalty. Finally, we research difference among gender of the satisfaction on the mobile learning. To fulfill this purpose, the research model was designed from literature review, and the structural equation modeling technique was used to evaluate hypotheses. The major results of this study are as follows. First, the ease of use, hedonic value, and utilitarian value positively influenced the satisfaction, and the satisfaction had positive influences on the customer loyalty. But the interaction didn't have positive influence on the satisfaction. Second, gender difference was found for some path coefficient. Male user's interaction and ease of use has effect on the satisfaction, and Female user's hedonic value and utilitarian value have influenced the satisfaction. When it consider the market share or the growth potential of the mobile learning industry, the results of this study will provide the useful information to manage mobile learning.