• Journal of Distribution Science
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• v.14 no.10
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• pp.73-79
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• 2016

Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

• Journal of Digital Contents Society
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• v.10 no.3
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• pp.453-459
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• 2009

In recently, as the interest of media contents increase among internet users, a variety of media contents are circulated in the web. Especially, video-media content in media contents attracts internet user's interest. In conjunction with web 2.0, internet users open and share their making contents by themselves. Their attitude about accepting media contents is not passive but aggressive. Additionally, they create new form of distribution of the flow. Video media content for distribution on the Web is created by experts to a professional content, but Web 2.0 era, the UCC (User Create Contents) in the form of self-produced content is the most. The generated media by the general internet users, but self-produced content, provides video information only and has limitations. To satisfy internet users as consumers in the web 2.0 eras, it has needed to provide actual feeling contents that add various effects not just simple media. Therefore, this paper represents the existing media content with simple information based on the concept of ontology and the meaning to the subject for the media content. We will provide an actual feeling how to offer the configuration of a service model (AF-VS : Actual Feeling Video Service).

• Journal of Distribution Science
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• v.14 no.9
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• School Mathematics
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• v.19 no.4
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• pp.691-712
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• 2017

It is an important to develop teachers' statistical reasoning or thinking by teacher education. In this study, the "comparing two data sets" tasks is focused as a way to develop pre-service elementary teachers' reasoning about core ideas of statistics such as distribution, variability, center, and spread. 6 teams of each 4 pre-service elementary teachers participated on the tasks and their presentations are analyzed based on Pfannkuch's (2006) teachers' inference model in comparing two data sets. As a result, they paid attention to the distribution and variability in the statistical problem solving by the "comparing two data sets" tasks, and used their contextual knowledge to make a statistical decision. In addition, they used some statistics and graphs as the reference for statistical communication, which is expected to provide implications for improving statistical education. The finding implies that the "comparing two data sets" tasks can be used to develop statistical reasoning of pre-service elementary teachers. Some recommendations are suggested for teacher education by these tasks.

• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.129-138
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• 2017

Purpose: This research aims to analyze the service process of corporate courier services in order to offer service providers possible directions for adaptation of new technologies and assurance of better quality services. Methods: Through the analysis on the parcel service process of company Y by applying service blueprinting method, the overall process and failure service points of corporate courier services can be recognized and investigated. Next, the several newer technologies, augmented reality glasses, exoskeleton, and drone are applied to the service process of company Y as they are suggested by the literature review and referenced to DHL's report on the Fourth Industrial Revolution. Then, service options to overcome the service failure points to improve the service process can be produced. Results: The parcel service process of the company Y is utilized as a hub-and-spoke structure by having distribution and delivery centers which separates customers into two types, ones using the total services and the others only using the delivery service. In addition, the main cause of the service failures is determined that it is due to the limited working hours of delivery centers compared to the workload. Conclusion: This research contributes in better understanding of corporate courier services and providing information for benchmarking. An empirical research on the costs and the efficiencies of applying the new technologies is suggested for the further improvement in the processes of corporate courier services.

• Journal of Distribution Research
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• v.14 no.1
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• pp.27-44
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• 2009

This research classified the customer service factor of on-line shopping mall into tangibility, reliability, responsiveness, and empathy and analyzed the effect that the factors affect to consumer's purchase and re-purchase. If we present suggestions on the basis of these results of study, we would provide next two points: First, purchasers have utilized online shopping mall who pursued free from hard sell that being done in off-line and convenience of purchase affected more by reliability and responsiveness such as the fame of shopping mall that visit, reliability of security, and quick product search than the Customer of After-purchase Feedback influence for online purchasers decision factor out of consumer's purchase and re-purchase by on-line shopping mall customer service factor. Second, This study analyzed that online re-purchaser recognized the Customer of After-purchase Feedback factor high and built their loyalty through friendly emotion of on-line shopping mall and satisfaction of shopping mall service, and recommendation. In addition, they behave themselves as an affirmative messenger that is role of the Customer of After-purchase Feedback that make active opinion presentation and participation through community by important adjustment impact that empathy factor of on-line shopping mall customer service.

• Journal of the Korean Institute of Landscape Architecture
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• v.41 no.5
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• pp.9-18
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• 2013

Urban parks are public spaces that provide various services for any urban resident to use and enjoy. Parks should be fairly distributed so that the urban parks can be equally used amongst different regions, generations and classes. Researches on spatial distribution of urban parks have been continuously conducted from the past based on the principles of fairness with variety, and it was evident that their techniques have become more elaborate and sophisticated. Yet, there have been limitations in the analysis of residents who are the main users of the urban parks. The research done so far was unable to apply the real number of the residents and it was carried out by only classifying and analyzing the population by the same scale(grid in the same sizes), postal(zip) code and administrative district. The actual population that resides within the usable range of urban parks was not used. This study analyzes and evaluates the spatial distribution that the residents can use on foot, by utilizing the service areas and the residents' registration data by addresses. In this study, to analyze the square measure of the service areas of neighborhood parks in Daegu Metropolitan City and the number of residents within and outside of the service area, network analysis techniques were employed and the residents' registration data were utilized. Major findings were that the Square measure of service areas of neighborhood parks turned out to be 31.23% of the square measure of the residential areas and also, that only 43.03% of the population of the Daegu Metropolitan area lives within the service areas of the neighborhood parks.

• Journal of the Economic Geographical Society of Korea
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• v.1 no.2
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• pp.71-84
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• 1998

Health has been seen as a resource necessary for both maintaining oneself and for living in a society pursuing high quality of life. Therefore, the medicare provision takes place of one of the most significant indexes for evaluating the regional welfare level. The purpose of this study is to investigate the locational characteristics of medicare service facilities. For the purpose, the distribution patterns of the medicare resources are analyzed both at the regional and local scales. The medicare resources are concentrated at the Metropolitan Seoul area in the regional scale, and they are also concentrated at the economic core areas in the local scale. Especially, higher level medicare resources, such as the general hospitals and medical specialists, show more concentration at the economic core areas than lower level services. This means that access to opportunities to receive higher level medicare is poorer in a more socially disadvantaged area. Since medicare service facilities are invested and operated by both private and public sectors, whose locational mechanisms are deferent, we analyzed the distribution patterns. Most medicare facilities are invested and managed by private sector in Korea, which is operated by market mechanism. This is related with the fact that the medicare facilities are concentrated at the economic core areas. The proportion of private sector is higher in the Metropolitan Seoul area, and thus this region shows stronger spatial disparity of medicare provision. In general, the medicare service facilities are located in the hierarchical structure, and thus the services levels and facility scales are differentiated by the hierarchy. We examined the hierarchical structure in the medicare service facilities in Korea. The referral medicare system has been applied with the assumption of the three level hierarchical structures in Korea. However, we could not find any distinct hierarchical structure in the scales of the medical service facilities.

• Journal of Distribution Science
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• v.13 no.4
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• pp.89-98
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• 2015

Purpose - In today's globalized and modern business environment, corporate social responsibility (CSR) activities are considered to be essential for the sustainable development of enterprises. In addition, the corporate philanthropy that is related to CSR practices, as well as their being capable of reducing the anti-corporate sentiment of people have facilitated a qualitative forward leap into the quantitative growth phase. This study aims to undertake a comparative evaluation of corporate philanthropy through the Importance-Performance Analysis (IPA) method focusing on service and manufacturing industries, and to eventually determine a differentiated approach that is needed for corporate philanthropy. Research design, data, and methodology - The survey responses were collected through online research on specialized companies from consumers nationwide who were aged from 20 to 60 and who are aware of corporate philanthropy. A total of 408 sheets of questionnaire survey were used. Frequency analysis was undertaken in this study. The interviewees had demographic characteristics of gender: 206 males (50.5%) and 202 females (49.5%). They also had demographic characteristics of age: 82 people were over 20 (20.1%), 96 over 30 (23.5%), 105 over 40 (25.7%), and 125 over 50 (30.7%) years of age. The distribution of interviewees' residences is as follows: 154 persons (37.7%) in the Special City, 102 persons (25.0%) in the Metropolitan City, and 152 persons (37.3%) in the Provincial Region. The interviewees have been working for the following companies: 34 persons (8.3%) in LG Display, 80 (19.6%) in KT&G, 49 (12.0%) in Amore Pacific, 42 (10.3%) in KIA Motors, 47 (11.5%) in SBS, 52 (12.8%) in Shinhan Bank, 86 (21.1%) in Asiana Airlines, and 18 (4.4%) in Hyundai Department Store. We applied the paired t-test for the IPA analysis. PASW Statistics 18 was used for statistical analysis. Results - The results of IPA analysis indicated that the importance and performance degrees in both manufacturing and service industries were significantly different. Major empirical results showed that, in consumer, social, economic, philanthropic, and environmental dimensions, in the sub-factors of philanthropy activities in both manufacturing and service industries, the importance degree was found to be higher than performance degree. Further, the average difference between importance degree and performance degree by the sub-factors of philanthropy activities. On the other hand, the average difference of environmental dimension was found to be highest in both service and manufacturing industries. Thus, while consumers consider the philanthropy activities of the environmental dimension as most important, actual companies treat performance of philanthropy activities of the environmental dimension insufficiently or negligibly to some degree. Conclusions - The differentiated approach method that is required for corporate philanthropy may be proposed to uplift corporate accomplishments by analyzing the IPA of the attributes of the sub-factors of corporate philanthropy. This is, to an extent, insufficient in the existing studies related to the use of the IPA technique, and it shows the items that are to be conducted intensively.

• Journal of Distribution Science
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• v.15 no.6
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• pp.65-76
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• 2017

Purpose - The quality of customer service has been importantly considered as a way of retaining current customers. Recent development of service industry which based on Information & Communication Technology allows firms to utilize different employees for their businesses. Although it is regarded as important to consider emotional labor of employees working for customers in ICT service industry, little was known the role of emotional dissonance. Thus, current paper focused on emotional labor and tried to identify the factors which influence on employees' intrinsic motivation for married women working in call centers. This study highlighted the influence of the emotional dissonance on the employees' intrinsic motivation, and the moderating influences of work-family conflict on the relationship between emotional dissonance and intrinsic motivation. Research design, data, and methodology - The research samples were gathered from seven call centers of Korean financial institutions located in South Korea. The model of emotional dissonance was developed, which emphasizes the influence of emotional dissonance as a predictor on intrinsic motivation, and then the other model was also introduced to explain how employees' intrinsic motivation were aggravated by work-family conflict. To examine these research models, samples were collected from 468 married women working in call centers of Korean financial institutions located in Seoul. A total of 468 samples were used in the analysis after deleting data of missing value. SPSS 22.0 were utilized for data analysis. Results - The results of current study showed that emotional dissonance is negatively related to intrinsic motivation, and there are significant differences in work-family conflict. Those results generally support the proposed hypotheses. Conclusions - These results suggest that the relationship of intrinsic motivation of married women working in call center for customers' service were influenced by emotional dissonance, which outcomes were interacted not by face-to-face contact with their customers, but by emotional contacts. Managerially, these findings suggest the one who emphasize the quality of customer's service of call center need to introduce the programs for minimizing both of emotional dissonance and work-family conflict. These findings also suggest that the service quality via intrinsic motivation of married women working in call center is hard to be accomplished without considering the factors of emotional dissonance and work-family conflict.