• Korean Management Science Review
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• v.26 no.3
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• pp.169-184
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• 2009

Recently, mobile telecommunication businesses contend with each other to expand their customer base by using aggressive marketing strategies. In order to determine if there strategies are effective, customer's switching behavior needs to be studied. This study identifies and analyzes direct, indirect factors that may customer switching behavior : attractiveness of alternatives, network externality, and switching cost. Results reveals that attractiveness of alternatives, network externalities have a direct impact on customer switching behavior. These two factors also have moderating effects on customer switching behavior but the switching cost does not In short, network externalities and alternatives strategically determine the success of 3.5G service. In this regard, mobile business should improve their own attractiveness of alternatives by developing specialized service in 3.5G service.

• Journal of Venture Innovation
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• v.6 no.2
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• pp.67-82
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• 2023

The purpose of this study is to investigate the effect of Rapport Building Behavior on Customer Loyalty through Customer Attitude in the banking service environment targeting bank customers residing in Seoul and the metropolitan area. This study applied a significant sampling method, and the number of samples used in the final analysis was 201, and statistical analysis was performed on the input data using the SPSS 20.0 program. As a result of the analysis, first, it was found that the sub-factors of Rapport Building Behavior in the banking service environment, Attentive, Courtesy, and Information Sharing, had a significant positive (+) effect on customer loyalty, and Connecting was found that there was no positive (+) effect on customer loyalty. Second, Attentive, Courtesy, and Information Sharing, which are sub-factors of rapport building behavior, were shown to have a significant positive (+) effect on customer attitude, and Connecting was found that there was no positive (+) effect on customer attitude. Third, customer attitude was found to have a significant positive (+) effect on customer loyalty. Fourth, customer attitude was shown to mediate the relationship between rapport building behavior and customer loyalty. Therefore, it was found that rapport building behavior is a factor influencing customer attitude and customer loyalty in the banking service environment. This means that rapport building behavior between customers and banks can change customer attitudes and have a positive effect on customer loyalty. It can be seen as implying that customer management is necessary to increase customer loyalty through rapport building between customers and banks even in the changing banking service environment.

• Asia Marketing Journal
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• v.11 no.4
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• pp.1-19
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• 2010

The role of customers in product, service production and delivery is getting more important. Especially, customers' progressive participation in service circumstance bring to success of service delivery and improve service quality. Recently, the studies related to Customer Citizenship Behavior (CCB) which leaves to the discretion of customer is conducting in marketing area. However, the prior study concentrates on antecedents of CCB but it mixed antecedents of CCB and customer participation behavior. Also, there is insufficient related to the consequence of CCB in long-term relationship between service organization and customer. This study examines the effect of customer citizenship behavior on long-term orientation between service organization and customer. The results show that significant effects of citizenship behavior of customer. First, the relationship between customer's perception of justice and CCB was significant. Second, the relationship between customer's perception of support from service organization and CCB was significant. Third, the relationship between customer's perception of value and CCB was significant. Lastly, CCB significantly affect on Long-Term Orientation between service organization and customer.

• 한국경영정보학회:학술대회논문집
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• 2007.06a
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• pp.473-478
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• 2007

As customers' participation in B2C e-commerce increases, customers are getting more involved in the delivery of services, which may even go beyond the completion of service transactions. To examine such proactive extra-role online customer behavior, we delve into organizational citizenship behavior framework, which has been recently extended to examine customer citizenship behavior (CCB) in the service market area. Although CCB is vital for online retailing success, MIS and e-commerce research efforts have generally focused on the customer's customer coproduction that are customer in-role behaviors. Moreover, although the effect of information created by anonymous strangers on other customers increase, interpersonal trust research have focused on only the relationship between a seller and a customer. Therefore, this study attempts to answer two research questions: What are motivational factors that affect CCB? How differently do the two kinds of interpersonal trusts (trust in online retailer and trust in customers) influence customers?

• The Korean Journal of Health Service Management
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• v.7 no.4
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• pp.153-165
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• 2013

This study aims to analyze how the competencies of specialized hospitals affect the customer behavior intentions. The research involved 14 specialized hospitals among 42 nationwide, which are selected by the Ministry of Health and Welfare in 2007. The results of the study are below. First, the competencies of specialized hospitals are emotional attachment and customer satisfaction proved to have the significant relationship. Second, the competencies of human resources and technology-related resources has a moderating effect with accessibility while the ability of material effect doesn't have such relation. Third, it was verified that the emotional attachment formed the customer satisfaction. Fourth, it turned out that the emotional attachment and customer satisfaction has the significant influence on customer behavior intentions. In conclusion, the competencies of specialized hospitals influences on the customer behavior intentions through the mediating effects of emotional attachment and customer satisfaction.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.97-118
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• 2021

This study empirically examines the effect of the psychological empowerment of airline cabin crews on customer-focused job performance attitude, service behavior by CSM, and service behavior beyond CSM. The research model and associated hypotheses were verified with the structural equation model. The findings of the study reveal that psychological empowerment has a effect on customer-focused job performance attitude and service behavior by CSM, but no effect on service behavior beyond CSM. And it is also shown that customer-focused job performance attitude has an effect on service behavior by CSM but no effect on service behavior beyond CSM. In addition, customer-focused job performance attitude shows a mediating effect between psychological empowerment and service behavior by CSM. On the other hand, it is analyzed that there is no mediating effect between psychological empowerment and service behavior beyond CSM. This study implies that the psychological empowerment and customer-focused job performance attitude of cabin crews are important at point of contact with customers to improve service quality, and psychological empowerment reinforces service behavior by CSM on the premise of customer-focused job performance attitude.

• Journal of the Korea Safety Management & Science
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• v.12 no.2
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• pp.89-97
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• 2010

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.

• Journal of Distribution Science
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• v.15 no.1
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.7-18
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• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• 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.