• 한국경영과학회지
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• 제27권4호
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• pp.139-147
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• 2002

In this paper, a mathematical model was introduced to analyze pricing and quality strategies for the web sites of electronic intermediaries. Especially, I focused on the intermediary sites that initiate their businesses by providing free services such as free e-mail, search, and directory services. intermediaries may gather third party providers looking for new markets for their services, based on customers who want to use the free services. And intermediaries provide charged intermediary services to both of customers and providers. By analyzing the mathematical model, I can find optimal quality and prices to maximize the profit of intermediaries. And I can found also that intermediaries should make efforts to improve their productivity of developing their services to make profits.

• 한국콘텐츠학회논문지
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• 제17권2호
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• pp.360-374
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• 2017

본 연구는 신뢰와 불신이 동시에 상존할 수 있고, 오픈마켓과 같은 중개형 e-비즈니스 모델의 경우 중개 업체에 대한 신뢰와 판매자(입점업체)에 대한 신뢰가 서로 분리되어 접근되어야 한다는 기존 연구들로부터 착안하여, 오픈마켓에서의 신뢰와 불신이 구매의도에 미치는 영향에 대하여 연구하였다. 구체적으로 본 연구에서는 오픈마켓에서의 신뢰와 불신을 크게 중개업체와 판매자의 관점에서 구분하고, 각 단계별 신뢰와 불신이 어떻게 전이되는지, 그리고 이들의 신뢰 또는 불신의 선행요인으로는 어떤 것들이 있는지 살펴보고자 하였다. 수집된 설문데이터에 기초하여 PLS로 분석된 실증분석 결과는 다음과 같다. 첫째, 중개업체의 신뢰는 판매자의 신뢰를 매개로 하여, 구매의도에 유의미한 영향을 미치는 것으로 나타났다. 즉, 중개업체의 신뢰가 판매자의 신뢰로 전이될 수 있음을 확인하였다. 둘째, 중개업체에 대한 불신은 고객의 인지된 위험을 매개로 구매의도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 구조적 보증과 인지된 웹 품질은 중개업체의 신뢰에 긍정적인 영향을 미치는 것으로 나타났다. 이러한 본 연구의 분석결과는 오픈마켓을 운영하는 중개업체가 자사의 신뢰도 제고 뿐 아니라, 불신의 수준 역시 적절히 관리할 필요가 있음을 시사하고 있다. 다만, 불신을 유발하는 선행요인이 본 연구에서 제시되지 못하였으므로, 향후 이 부분에 대한 추가연구가 필요할 것이다.

• 품질경영학회지
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• 제38권3호
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• pp.378-390
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• 2010

From the perspective of employees working for public service agencies, we analyzed the causal relationship between service quality, relationship quality, design quality, customer satisfaction, and trust in public services. We conduct statistical analyses on the quality attributes we derived from a critical incident technique(CIT) analysis and build a measurement model, which has a second-order hierarchical structure. Survey data was collected from social work, childcare, and healthcare services. Using a structural equation modeling method, we identify a causal model and simultaneously estimate factor loadings and path coefficients. We find that all the quality dimensions are antecedents to satisfaction and then satisfaction precedes trust. The results show that service quality and design quality mediate in parallel the effect of relationship quality on satisfaction and both relationship and design qualities have stronger effects on satisfaction rather than service quality.

• 한국IT서비스학회지
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• 제23권2호
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• pp.83-97
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• 2024

This study was conducted to examine the effect of institutional mechanisms on customers' trust and continuous purchase intention in open market platforms, The research frame was expanded by setting institutional situations into positive and negative areas in order to examine the relationship between institutional mechanisms and trust in multiple dimensions. The results of this study confirmed that the feedback system, dispute resolution, and intermediary trust factors affect trust in positive areas, and dispute resolution, information security, and intermediary trust affect buyer trust in negative areas. For the relationship between trust and repurchase intention, it was confirmed that if the institutional situation is positive, trust leads to repurchase intention, and in negative areas, trust does not lead to repurchase intention. The results of this study show that institutional mechanisms are a key factor in building trust in online platforms according to institutional circumstances and play a role in offsetting trust in platforms in negative areas.

• 지능정보연구
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• 제9권1호
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• pp.109-123
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• 2003

기업간 거래에서 수요자-공급자 제휴(alliance) 또는 파트너쉽(supplier partnership) 등으로도 표현되는 수요자-공급자간 협력관계(relationship)는 전통적인 공급망관리(supply chain management) 뿐만 아니라 최근의 인터넷 (Internet) 정보환경에서도 여전히 중요하게 다루어진다. 그리고 수요자-공급자간 협력관계는 공급망관리 상위의 의사결정에 따라 변화·조정된다. 공급망 관리 및 운영을 위한 시스템에서 이러한 협력관계를 고려하기 위해, 본고에서는 협력관계를 체계적으로 분류하고 개별 협력관계에서의 공급자선정의 시스템적 처리과정과 활용효과를 정리하였다. 또한, 변화·조정되는 협력관계를 시스템에서 적응적으로 처리하는 과정을 지능형 에이전트(intelligent agent) 체계를 활용하여 제안하고 설명하였다.

• 정보학연구
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• 제10권4호
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• pp.69-83
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• 2007

As a hospital environment is reconstructed from supplier-centered values to consumer-centered ones for the existence in the rapidly changing medical market, it can be said that not only must old slogans such as unconditional restructuring, remodelling, etc. be reconsidered, but a new strategy for the development and renovation of a hospital must be urgently required. Accordingly, development of customer-oriented practical strategies is needed and it appears possible to develop marketing and manage contacts, as a practical management strategy, for raising satisfaction of internal and external customers. The ultimate goal of such strategy development may be to ensure consistent potential development by maintenance of existing customers and securing new customers through a strategy of satisfying both existing and new customers. It appears that the competition in the medial will be keener in the future by human resources, members of an organization, Under these circumstances, and in relation to appearance of a new type of occupation of a coordinator, if a hospital could offer appropriate service which can meet the demand of the customers by efficiently utilizing the limited resources through efficient management of contacts between the customers and personnel, the competitive power of a hospital would be much stronger. Therefore, it is necessary to seek customer-impressing management by utilizing a coordinator as a more specialized intermediary as well as many-sided contact management through positive introduction of an expert coordinator system for internal and external customer contact management. It is expected that a hospital can secure a competitive advantage in the market through strategy development supported by an expert coordinator and increasing competitive power by means of practice of a developed creative strategy.

• 무역상무연구
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• 제77권
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• pp.305-327
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• 2018

Export Intermediaries engage in an exporter's side transaction with an importer's side, both of which are customers of these intermediaries. Therefore, dyadic perspectives implied in conventional theories of customer orientation should be revised to apply to a triadic relationship systemin indirect export settings. The present manuscript proposed that customer orientation of export intermediaries consists of total customer orientation toward both the exporter and importer sides and customer orientation asymmetry, which is customer orientation in favor of the exporter relative to the importer side, and examines the antecedents and outcomes of these orientations. It is posited that each side attention increases total customer orientation and customer orientation asymmetry toward exporters or importers. These positive effects would be weaker when importers and exporters interact directly versus indirectly and would be stronger when the offering prices vary versus remain stable during negotiations. Lastly, total customer orientation would increase export intermediaries' performance by itself and in interaction with customer attention. Nonetheless, orientation asymmetry would increase their outcomes in line with customer attention.

• 품질경영학회지
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• 제47권1호
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• pp.125-138
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• 2019

Purpose: The present research was designed to explore a causal relationship among SNS prosumer characteristics, relationship quality, user satisfaction, and loyalty intention, and we intended to explore mediating role of relationship quality in the causal relationship. Methods: As survey tool, questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 214 was analyzed using SEM analysis method. Results: All theoretical relationships, except the relationship between information provision and relational quality, proved to be significant. The relationship quality plays an important intermediary role in the research model. Conclusion: The characteristics of SNS prosumer activity can be summarized by interaction and informational provision. To increase user satisfaction and loyalty, it is necessary to support these characteristics and strengthen relationships with customers.

• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• The Journal of Asian Finance, Economics and Business
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• 제9권6호
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• pp.389-402
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• 2022

The purpose of the study is to analyze the significant impacts of expectations, performance, complaints, and fairness that affect consumer satisfaction. The methodology involves reviewing and referencing relevant literature carefully, then proposing a model for customer satisfaction. This study is empirically based on a survey with 50 respondents who work in the field of import and export in the region stretching from the north to the south of Vietnam. The sampling method used in this study is the in-depth interview method. The results show that: (1) expectation has a specific impact on customer satisfaction, (2) performance has a positive impact on customer satisfaction, and (3) complaint which is an intermediary factor between expectation, performance, and fairness has an impact on satisfaction, (4) fairness has a positive effect on satisfaction, in addition, fairness is an extremely important feature when customers choose an import-export service. Research implies that increasing expectations, performance, and fairness results in an improved customer experience and satisfaction when they use the service. It is suggested that the complaint factor continue to be studied and looked into because it still has some effect on satisfaction and is an intermediate variable that changes how the other factors relate to each other.