• Journal of the Korea Safety Management & Science
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• v.9 no.6
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• pp.97-103
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• 2007

This paper reviewed the relationship among internal marketing, service quality and customer satisfaction, and the mediating effect of service quality. Based on the responses from 163 hotel employees and 489 customers who encountered them, the results of hierarchical regressional analysis showed that all internal marketing factors have positive relationships with service quality, and service quality has positive relationship with customer satisfaction. Also, service quality has mediating effect between four internal marketing factors(education, compensation, delegation of authority, and internal communication) and customer satisfaction.

• Korean Management Science Review
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• v.28 no.3
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• pp.15-29
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• 2011

In this paper, we consider a system working at both primary service and secondary service. A server can switch between the primary service and the secondary service or it can be assigned to secondary service as a dedicated server. A service policy is characterized by the number of servers dedicated to the secondary service and a rule for switching the remaining servers between two services. The primary service system is modelled as a Markovian queueing system and the throughput is a function of the number of servers, buffer capacity, and service policy. And the secondary service system has a service level requirement strategically determined to perform the service assigned. There is a revenue obtained from throughput and costs due to servers and buffers. We study the problem of simultaneously determining the optimal total number of servers, buffers, and service policy to maximize profit of the system subject to both an expected customer waiting time constraint of the primary service and a service level constraint of the secondary service and develop an algorithm which can be successfully applied with the small number of computations.

• Journal of the Korean Society of Food Culture
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• v.23 no.2
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• pp.184-193
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• 2008

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.

• Asian Journal of Business Environment
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• v.5 no.4
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• pp.47-57
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• 2015

Purpose - The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology - Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results - The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions - This study's findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

• Journal of Service Research and Studies
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• v.10 no.4
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• pp.21-41
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• 2020

As the 4th Industrial Revolution unfolds rapidly, it is important to re-light the intrinsic mission given to universities from a system theory perspective as a condition for the university to survive. In this study, the university was prescribed as a fifth service industry that creates high value-added through higher education services, and attempted to provide a new and novel perspective to various university officials for the scientific rationalization of university management by re-describing it based on the Multidisciplinary perspective based on business administration, but in particular on the theory of service operation management. To this end, the primary purpose of this study is to classify the nature of educational organizations, research organizations, service organizations, and support organizations to properly perform the university's essential mission of education, research, and service, and to explore concepts and techniques for performing management activities that are appropriate to them. In addition, after identifying the university from an academic and practical point of view as a fifth service industry that creates high value-added through higher education services, but more specifically, to provide a new perspective and means for the scientific rationalization of university management by re-identifying university administration based on the business administration theory, in particular the theory of service operation management, and further reflecting a recent trend to view the university president from the CEO's point of view, the specific purpose of this study is to look at this academic system. Through this, we sought the ideal form of a systematic and scientific university management organization that can respond to new environmental changes.

• Journal of the Korean Society of Food Culture
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• v.23 no.5
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• pp.605-615
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• 2008

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

• Proceedings of the Safety Management and Science Conference
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• 2005.11a
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• pp.264-275
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• 2005

This paper is to test the mediating effect of superior trust on the relationship between organizational justice and service quality in service food industry. Based on 302 data gathered in western Kangwon area, analysis result showed that procedural, interactional, and distributive justice have affirmative relation with trust, and also trust has close relation with service quality. Therefore, trust appeared to have fully mediating effect on the relationship between organizational justice and service qualify.

• Korean Journal of Health Education and Promotion
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• v.24 no.1
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• pp.127-138
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• 2007

Objectives: This study aims to examine if the follow-up management service by National Health Insurance (NHI) for person at health risk leads to significant modification of the lifestyle and change of health status. Methods: Of persons who underwent health screening and were classified as having health risks after periodic health screening by NHI in 2003, persons who took the follow-up management service were selected as case group and persons who took no service were selected as control group. The DW database of NHI was used to explore the effect of the follow-up management service on the modification of health status and lifestyle. Chi-square tests were conducted with SAS 9.1 to examine the differences of health promotion effect between case vs. control group. Results: It was shown that of lifestyle behaviors, only exercise was significantly improved for case group compared with control group as the effect of the follow-up management service by NHI (2.98%p) (p<.0001). Further, morbidity rate for control group was 2% higher than that of case group (p <.0001), which indicates that persons who received the follow-up management service better maintained their health significantly than persons who did not. Conclusions: The present study shows that the appropriate follow-up management services need to be provided for maximizing potential effect of periodic health screening by NHI.

• 한국디지털정책학회:학술대회논문집
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• 2004.11a
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• pp.375-387
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• 2004

The paper presents an Integrated E-Community System (IECS) for management, decision and service, designed for the e-government project of Haishu District of Ningbo, Zhejiang, China. The project need is to promote the integration of management information and service information of communities, providing a unified platform on which different departments of the district government can share and exchange community information, government officers can analyze information and make decisions, and the outside users can access and request services. To meet the project need, the IECS consists of five parts: 1) The Central DataBase (CDB) that stores all information related with management, decision and service of communities: 2) Information Extracting Subsystem (IES) that provides functions of extracting data from data sources, transforming and loading them into the CDB for system administrators; 3) Information Management Subsystem (IMS) that provides functions of querying and sharing of information for government users, and functions of information maintenance, rights and log management for system administrators: 4) Intelligent Analysis Subsystem (IAS) that provides functions of extracting analysis related data from the CDB and loading them into the DW, and functions of multi-dimensional analysis and decision-making based on the DW and OLAP for government users; 5) Information Service Website (ISW) that provides functions of promulgating and collecting of information for government users and system administrators, and functions of browsing, querying and requesting of service information for outside users. The IECS supports management, decision and service of a government based on a unified data platform--the CDB, and ensures data security by providing different workplaces and rights for different users. In the real application, the system works well.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.