• CRM연구
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• v.2 no.1
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• pp.53-72
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• 2009

Customer's reward program is a prevailing promotional technique. Recently, both management and marketing fields have been interested in the failure of customer's reward program. However, there are few empirical research regarding this. Therefore, this study examined a research model that employs justice in processing of customer's reward program perceived by customer to explain commitment(calculative commitment, affective commitment) and complaining behavior which is mediated by negative affect. Data was collected from the customers who dissatisfied with their reward programs. For the analysis, frequency, cronbach' ${\alpha}$ and path analysis were used as statistical test tool. Additionally, SPSS 12.0 and AMOS 4.0 were used for analyzing the hypotheses. As a result, proposed structural model largely supports the hypothesized framework and the major findings of this study are summarized as follows: First, distributive and interactional justice were negatively related to negative affect. But procedural justice didn't influence negative affect. Second, negative affect was negatively related to calculative commitment. But affective commitment wasn't influenced by negative affect. Third, negative affect was positively related to complaining behavior. Fourth, calculative commitment was negatively related to complaining behavior. But negative affect didn't influence complaining behavior. In conclusion, It can be posited that justice, negative affect, 2 forms of commitment and complaining behavior are important factors.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.16 no.2
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• pp.33-56
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• 2005

The purpose of this study is to understand the critical role of customers' perceived service quality. in relationship marketing. This paper examined the relationships of service quality with customer satisfaction, and investigated the effects of trust and commitment. Data were collected from 242 people at hotel located in Taegu city. LISREL provided satisfactory model-fits in measurement model and structural equation model. The empirical results indicated that first, service quality takes strong effect on customer satisfaction and trust but not on commitment. Second, trust and commitment are importantly influenced by customer satisfaction. Third, service quality was found to indirectly contribute to trust and commitment. Finally, customer satisfaction is effective mediators linking service quality to trust and commitment. The effects of these variables on trust and commitment, which are based on social exchange theory, were empirically confirmed.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.1 no.2
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• pp.27-65
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• 2006

This study reviews the success cases of National Research&Development Projects such as TDX and CDMA projects at the catching-up stage and FTTH technology development project at the post catching-up stage. First, we investigate why the success model of national R&D projects at the catching-up stage failed to operate properly at the post catching-up stage, and then we propose improved policies for a successful national R&D project at the post-catching up stage. From the comparison of FTTH development case at the post catching-up with TDX and CDMA cases at the catching-up stage, we observed that at the catching-up stage 1) there are high uncertainties in technology development and it is very difficult to establish technology standards, 2) it is difficult to conduct government driven R&D and to develop a market for the technology developed, 3) it is difficult to share a vision among the participants in the H&D consortium, and 4) commercialization of the technology developed from the project was carried out by SMEs and venture businesses with little marketing capabilities. Also, we discuss the national level technology development strategies and the role of the government for a successful national research and develop project at the post catching-up stage.

• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.921-930
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• 2013

Objective: After introduction of the Elderly Long Term Care Insurance, number of geriatric hospitals increased greatly. However, few studies were conducted on the satisfaction of the patients of the geriatric hospitals especially on the intention to reuse geriatric hospitals. Methods: The current study modified Sheth's consumption value model, useful for the development of an effective marketing strategy for geriatric hospitals, and tested it in Korean circumstances. The survey was conducted at two municipal hospitals and three private hospitals in Seoul and Gyeonggi Province between August 1 and September 30 of 2012. Data were collected from 472 inpatients who are 60 years or older. The structured research tool was developed and distributed. Factor analysis and hierarchical logistic regression analysis were conducted using SPSS(version 14.0) Results: The result of the research suggested that the satisfaction on rehabilitation services, which is a functional value, among the consumption values was the strongest factor on the intention to reuse geriatric hospitals. Impression of high-end luxury, reliability of care, and outside locus of control on health followed. Conclusion: It is recommended that geriatric hospitals ought to improve rehabilitation programs, facilities, and equipments and enhance kindness of staff to encourage intention to reuse geriatric hospitals.

• Archives of design research
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• v.18 no.2 s.60
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• pp.303-314
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• 2005

This study is intended to promote local woodcraft industry with revitalization of local festival in Inje-county. To do so, we propose the travel souvenir design with local identity and the plan for production and marketing based on the management of 'Design Hospital' and the building of production method through 'laser wood inlaying technique like puzzle style'. Research method is benchmarking analysis of successful cases of travel souvenir which is developed for cultural contents of local festival. The result of this study is the following. First, design outsourcing is done one of support in industry focused on old boy network, Through it, Special brain of design can be supplied without compensation. Also the difficulty of manpower problem is lessened and the ability of product development in short term can be guaranteed. On the basis of this, we are able to apply Mass Customization production by up to date digital production method. This enables us to maintain the production flexibility of cultural goods fit for the traits of local festival. This study is intended to present the best model guananteeing both profit of wood technological industry and the possibility of local cultural.

• Journal of Engineering Education Research
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• v.9 no.2
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• pp.5-20
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• 2006

This study is a part of the research on measuring and developing the creativity of college students, especially of engineering college students. This study was done in the class of imaginative design engineering which was a creativity training program integrated with engineering majors, including idea generation skills, creative problem solving, patent applications, design, manufacturing and marketing. Participants in this program were 75 freshman strudetns in engineering college. The achievements in this program were measured by the figural form of TTCT(Torrance Tests of Creative Thinking), as well as MBTI(Myers-Briggs Type Indicator). The results are as follows. First, TTCT scores of the participants in imaginetive design engineering increased significantly. Second, type indicator scores of MBTI varied significantly, to the directions of extrovert, feeling, and perception. Therefore, according to the results of this study, we can conclude the imaginative design engineering class had significant positive effects on the creativity of the engineering students.

• Journal of the Korean Society for information Management
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• v.30 no.2
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• pp.245-268
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• 2013

The paper describes a case study in which Sungkyunkwan University Library participated in the official ARL(Assoication of Research Libraries) LibQUAL+ evaluation program. LibQUAL+ model is based on the SERVQUAL service quality evaluation model originally developed in the marketing area. It details a number of processes including translation of the LibQUAL+ survey instrument into Korean, selection of study sample and choice of survey versions. In addition, it offers a number of strategies that can be adopted in order to analyze the survey data for various comparisons among different user groups and institutions. LibQUAL+ is more that a survey instrument; it a holistic system for assessing library service quality. Despite criticisms on LibQUAL+, we expect that university libraries in Korean will benefit from participating in the program. It is preferable that a group of libraries form a consortium to participate in the LibQUAL+ program as opposed to individual participation. The consortium can function as a learning community through various workshops and sharing activities, thus elevate the overall evaluation efforts in Korean libraries to a higher level.

• The Journal of the Korea Contents Association
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• v.17 no.7
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• pp.144-157
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• 2017

Although student satisfaction is important in university development, there have been many studies in this area. Especially student satisfaction is closely related to emotional aspect, but most studies have tended to study it with cognitive view. To suggest the model of student satisfaction with hedonic view, the model which we present in this study includes professor presence and interaction, PAD(pleasure, arousal, dominance), satisfaction(dependent variable). Through reviewing previous studies, we expect that these professor presence and students' interaction effect PAD, in turn, PAD effect satisfaction. Survey research is employed to test hypotheses involving professor presence, students' interaction, PAD and satisfaction. Previous researches, such as education, marketing, game, have been referenced to measure constructs. We collected data involving students in a university, and used 219 respondents to analyze these data using LISREL structural modeling. Professor presence had positive effects on professor-student interaction, pleasure, arousal, and dominance. Also professor-student interaction had positive effect on pleasure and arousal, and student-student interaction had positive effects on pleasure and arousal, dominance. As a result, PAD had effects on students' satisfaction. In the final section, we discussed several limitations of our study and suggested directions for future research. We concluded with a discussion of managerial implications, including the potential to advance understanding learning in a university.

• The Journal of the Korea Contents Association
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• v.14 no.8
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• pp.416-430
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• 2014

As the online word-of-mouth(WOM) using SNS has significant influence on consumer decision-making, the hospitality industry including the restaurant industry has actively used SNSs as one of major marketing tools. While researchers have focused on impacts of the online WOM, there is little research on motivations to provide WOM and its impacts on the WOM providers. The purpose of this study is to examine whether sharing the restaurant experience on Facebook, the representative SNSs, can change customer satisfaction and intentions to revisit and recommended and whether the type of motivations to share the restaurant experiences on Facebook affects customer satisfaction and intentions to revisit and recommend. The total of 260 college students volunteered to participate in this study. They first visited a restaurant and completed surveys twice before and after sharing their restaurant experience on Facebook. According to the study results, the levels of satisfaction, intention to revisit and intention to recommend after sharing the restaurant experience were found to be higher than before sharing the experience. This study also found that people who shared their restaurant experience for nostalgia were more likely to be satisfied with the restaurant services and have a higher level of intentions to revisit and recommend the restaurant. Theoretical and managerial implications as well as limitations and future research directions are discussed.

• The Journal of the Korea Contents Association
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• v.13 no.3
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• pp.392-401
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• 2013

This study was conducted to research the Selection Attribute for Pension which is located in the region of S. Gyeonggi-do. We intended to find the best choice point for reserving the pension using IPA and suggest or provide strategic implications and marketing method for running the pension. The survey was conducted from the early January to the end of March in 2012 with one to one method. A total of 300 questionnaires were distributed and 229 responded questionnaires were reliable to be used as a sample. The result of the survey was analyzed by using SPSS 15.0 version for window with Paired t-test and IPA method. Frequency Analysis was also conducted for the characteristic of samples. Findings are presented and discussed in three areas. First, the cleanliness of rooms, service for customer, heating and cooling system are the key important factors for the choice of pensions. Secondly, all factors are statistically significant level(p<0.01, p<0.001) as a results of performing IPA method. Thirdly, the result has shown that the varity of programs in the pension have significant impact on the customers' choice and satisfaction.