• Culinary science and hospitality research
• /
• v.22 no.7
• /
• pp.47-57
• /
• 2016

This study was conducted to verify the relationships among the image of middle-low price chain hotels, service quality, consumption value, and customer emotion by using the AMOS 22.0 statistic package program. Confirmatory factor analysis and structural equation modeling methods employed for identifying the formulated hypothesis model. According to results, first, it is seen that the image of middle-low price chain hotels has positive effect on the service quality. Second, the image of middle-low price chain hotels has positive effect on the consumption value, and the consumption value has positive effect on the service quality. Third, the service quality does not have positive effect on the customer emotion. Last, the image of middle-low price chain hotels has positive effect on the customer emotion. In this study, we attempted to establish the management strategy device of middle-low price chain hotels by analyzing how the image of middle-low price chain hotels affect the service quality, consumption value, and customer emotion. As a result, when it comes to the service quality according to the image of middle-low price chain hotels, the conviction, in other words, the belief of the hotel staffs was the biggest one. In addition, when it comes to the consumption value according to the image of middle-low price chain hotels, the functional value, the kind service of the hotel staffs was seen as the highest satisfaction. More practical and theoretical implications for developing marketing strategy in context of middle-low price chain hotels has been suggested in conclusions.

• Journal of Korean Society of Industrial and Systems Engineering
• /
• v.46 no.4
• /
• pp.74-92
• /
• 2023

The computer system validation consulting industry is growing as domestic GMP companies' overseas exports or advancements increase, and computer system validation has been mandatory in Korea since the 2010s, but domestic CSV consulting companies are small in size and have a short history, revealing many shortcomings in terms of service quality and customer satisfaction when conducting consulting. Research related to consulting has been mainly focused on management consulting and IT consulting, and research related to computer system validation is very insufficient. This study confirmed the effect of consultant competency and service quality on consulting performance, customer satisfaction, and intention to renew contract when performing computer system validation through empirical research on food, pharmaceutical, cosmetics, and medical device companies, which are representative companies in the GMP industry. As a result, it was confirmed that consultant competency and service quality had a significant effect on consulting performance, customer satisfaction, and intention to renew contract. In addition, it was confirmed that the reputation and expertise of consulting companies had a moderating effect on the relationship between consultant competency and consulting performance.

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

• Korean Management Science Review
• /
• v.34 no.3
• /
• pp.61-77
• /
• 2017

This study investigates the effect of consumer involvement in the relationship between customer satisfaction and loyalty (which is measured as consumers' repurchase and WOM intentions). Previous research has presented inconsistent implications on the role of consumer involvement in the relationship. Some researchers have presented the empirical results showing that consumer involvement moderates the relationship, whereas others have done the empirical results implying that the consumer involvement does not moderates. In sum, the previous empirical studies have provided the inconsistent empirical results that consumer involvement may be a moderator or a non-moderator in the relationship between customer satisfaction and loyalty. Thus, we start this research with two research questions: "Does consumer involvement has a moderation effect on the relationship between-customer satisfaction and loyalty across various service industries?" and "Can the moderation effect of consumer involvement be detected differently depending on the statistical methods used to probe the moderation effect?" A questionnaire survey was conducted in the context of four service categories: eight service firms for fast food, four firms for family restaurant, four firms for movie theater and four firms for Bakery. Hierarchical regression analyses (moderated regression analyses) and chi-square difference tests were used to identify the role of consumer involvement in the relationship between customer satisfaction and loyalty. The empirical results show that there does not exist the difference in the moderation effects of consumer involvement identified by the two statistical methods (i.e., hierarchical regression analyses vs. chi-square difference tests), however, that there exists the difference in the identified moderation effects of consumer across service categories. In the final section, we summarize the implications and re-interpret the empirical results provided in the previous studies.

• The Korean Journal of Food And Nutrition
• /
• v.20 no.4
• /
• pp.525-534
• /
• 2007

The purpose of this study was to investigate the effects of a quality assesment of a university dormitory foodservice on the satisfaction degree, value awareness and relationship intention toward the foodservice. A total of 328 questionnaires were completed. Using SPSS package, Cronbach's alpha, analysis of variance and multiple regression analysis were applied. The results are as follows. First, the quality assessment of the foodservice varied depending on the period of service utilization. Customers of less than one year rated the nutrition supply of the university foodservice the highest, followed by those who were customers for more than 3 years and those who were customers for 2 to 3 years, respectively. Second, the quality assessment of the foodservice was substantially influenced by price as compared to service quality. Third, the quality assessment was significantly influenced by the price appropriateness of the foodservice. Fourth, foodservice assessment items such as customer-centeredness, pursuit of nutrition supply and food quality had a meaningful effect on the satisfaction degree toward the university foodservice. Fifth, customer-centeredness, pursuit of nutrition supply and food quality had a significant effect on relationship intention. Sixth, among the items of value awareness for the foodservice, value assessment as compared to service quality, and not price appropriateness, greatly affected the relationship intention. Seventh, the overall degree of satisfaction for the foodservice affected the relationship intention.

• Culinary science and hospitality research
• /
• v.6 no.1
• /
• pp.57-78
• /
• 2000

In the 21st century the size of sales of food service business in Korea will be 30 trillion won which means Food service business in Koreas is a mega market, but it is only quantitative growth and might face the limit of growth. At the same time it is predicted that from the academic world Food service business will develop endlessly after IMF condition. Of course I hope so as a member of national. Al though I propose that quantitative side is important, qualitative side must not be disregarded the present and future customer is needs should be met because the 1st goal of company is to achieve a management goal and pursuit profit. The present situation requires a peculiar and specific strategy of its own which can not be followed by competing hotels so that value can be created and buying intention can be occurred after buying. Until now the goal of marketing campaign has been transacted marketing just for closing a transaction, but it must be related marketing which is seeking mutual interests of customer and company. The strategies to attain these goals are : 1) to change from products and service management-focused to customer management and relationship building-focused. 2) to establish a core strategy which needs to be changed from market occupancy of volume expansion to customer occupancy. 3) to change from one-way communication to two-way communication. 4) to change from large scale marketing by company dimension to small scale marketing by sections. If companies focus on core benefit and augmented service to be sought by customers and make every efforts to create a value customer occupancy will increase automatically, the reduction of marketing cost will be followed, and marketing efforts will be much more efficient. In introducing a new product it is still easier to diffuse through the existing customers, and also important market information can be obtained from customers using this close relationship. If this close relationship maintains well customers will say even a trivial inconvenience and complaint and propose an idea of new product. Kotler divides relationship marketing into 5 stages such as Basic, Reactive, Accountable, Proactive, and Partnership. From the 1st stage to the last stage customer management is absolutely important and also in management strategy. The last stage, Partnership can come into the stage which is actively participated in service development and problem solving by customers. so more loyal customers have more successful performance the company attain.

• Culinary science and hospitality research
• /
• v.18 no.5
• /
• pp.63-79
• /
• 2012

The purpose of this study is to empirically determine the structural relationship between employee constructs such as internal service quality, employee satisfaction, and organization commitment and customer constructs such as perceived value, customer satisfaction, and loyalty to suggest an effective business strategy for restaurant business. To do this, the study consulted with the Korea Restaurant Association, the representative of Korean food service and got the intention of participating in the research from the Daegu branch. As a result, 51 restaurants registered in the Daegu branch who showed their intention to participate were selected as an initial sample. Also, other restaurants were introduced through snow-ball sampling method by the owners of restaurants who finished responding to the survey, and total 100 restaurants were examined. A survey was conducted to external customers who visited restaurants and internal customers working there. For final analysis, 741 questionnaires of internal customers and 970 questionnaires of external customers were used. The result of analysis showed that team-work & communication in internal service quality has a significant effect on employee satisfaction, employee satisfaction on organization commitment, and organization commitment on value perceived by customers. Also, perceived value has a significant effect on customer satisfaction and loyalty, and customer satisfaction on loyalty.

• Korean journal of food and cookery science
• /
• v.14 no.5
• /
• pp.482-491
• /
• 1998

The objectives of this study were to characterize the food service managements in university food services. In a survey involving university food service centers throughout the country, the importance, performance scores and policies for food service management were investigated. Of the total 40 institutions surveyed, 23 were run directly by the institution, eight by contract, and nine by rental. Data were analyzed by t-test, ANOVA using the SPSS program. Management system was evaluated separately for organization, human resources, finance, nutrition education, purchasing, quality control, sanitation and safety, and marketing for their relative importance, degree of performance, and policy establishment. It was found that the relative importance scored higher than the degree of performance and policy establishment. When rhe relative importance for the direct, contract and rental operations was compared, the rental operation scored the highest. Performance score of direct was the highest in direct operation. The findings of this research suggest that the university food service should be creative through systematic management, and further research is needed to evaluate various variables that influence productivity, such as employee morale, pleasant working environment, customer satisfaction, and introduction of TOM for university food services.

• Korean journal of food and cookery science
• /
• v.31 no.3
• /
• pp.370-377
• /
• 2015

The purpose of this study was to obtain data to improve customer orientation by managing emotional labor in foodservice employees. This study investigated the correlation between emotional labor (surface acting, deep acting), job burnout (emotional exhaustion, cynicism), and job engagement (vigor, dedication, absorption) in high school foodservice employees, and how they affect customer orientation. Our survey was administered to 330 school foodservice employees in the Busan area from June 2 to June 27, 2015. A total of 321 questionnaires were used for final analysis. The mean values for deep acting (p<0.01), cynicism (p<0.01), and dedication (p<0.05) significantly according to the position of the emproyees. The mean customer orientation significantly according to employment status (p<0.01) and meal service time (p<0.01). There was positive correlation (p<0.01) between surface acting, and emotional exhaustion cynicism, but negative correlation (p<0.01) between surface acting and vigor, dedication, absorption, and customer orientation. Deep acting had negative correlation (p<0.01) with emotional exhaustion and cynicism, positive correlation (p<0.05) with vigor, dedication, absorption, and customer orientation. Surface acting had negative influences on emotional exhaustion and cynicism, cynicism had negative influences on vigor, dedication, absorption, and customer orientation. Deep acting had positive influences on absorption and customer orientation, absorption had positive influences on customer orientation. Thus, nutrition teacher(dietitian) should educate foodservice employees the positive effects of deep acting to change their surface acting to deep acting, while actively managing internal customers.

• Culinary science and hospitality research
• /
• v.15 no.4
• /
• pp.273-285
• /
• 2009

In order to find how the recovery justice from the service procedure and result failure affects the quality of customer-brand relationship, we conducted this study following pre research, its correction and supplement of the customers who experienced some service failures in food restaurant. We selected the best five brands in Korean food franchise in the rank of the sales on basis of data of Korean Food Restaurant Information in year 2009. The participants of this research were the people who live in Seoul metropolitan area and ever experienced any service failure within recent 6 months. Of the 500 copies of survey questionnaires distributed, 391 were used for the analysis. The method used for this analysis was the SPSS for WIN 12.0 program and the analysis such as technical statistics analysis, reliability analysis, research element analysis and regression analysis were applied. As a result, the service shortage factor which is one of the service process failures was confirmed to affect procedural justice and distributive justice. It has been confirmed that procedural justice and distributive justice are influenced by the hygiene deficiency which is one of the result failures. It was also found that the product factor affects distribution justice. As for the effect of the quality of recovery justice and a customer-brand relationship, procedural justice and distributive justice were found to affect the mutual dependency while procedural justice affects a familiarity.