• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.2
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• pp.82-101
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• 2023

This study is to identify the maintenance service quality of eco-friendly cars, which are rapidly increasing recently. Research is conducted by synthesizing research from the perspectives of internal employees and external customers by using the service profit chain model. Specifically, it is to study the overall structural relationship between internal customer satisfaction, physical quality, interaction quality, outcome quality, external customer satisfaction and long-term orientation. For the study, 202 questionnaires were collected from internal employees and 204 questionnaires from external customers. The results of testing the research hypotheses targeting the internal employee group are as follows. As a result of testing hypothesis 1, internal customer satisfaction has a significant positive (+) effect on physical quality and interaction quality. As a result of testing hypothesis 2, the service quality of eco-friendly car maintenance has a significant positive (+) effect on each other. As a result of testing hypothesis 3, physical quality and outcome quality have a significant positive (+) effect on external customer satisfaction. The results of testing the research hypotheses targeting an external customer group are as follows. As a result of testing hypothesis 2, in the relationship between eco-friendly car maintenance service quality, physical quality has a significant positive (+) effect on interaction quality, and interaction quality has a significant positive (+) effect on outcome quality. As a result of testing hypothesis 3, interaction quality and outcome quality have a significant positive (+) effect on external customer satisfaction. As a result of testing Hypothesis 4, external customer satisfaction has a significant positive (+) effect only on intention to reuse. Finally, as a result of examining the difference in perception between the internal employee group and the external customer group in eco-friendly car maintenance service quality and external customer satisfaction, it was verified that there was a significant difference only in outcome quality and external customer satisfaction.

• Fashion & Textile Research Journal
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• v.7 no.1
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• pp.49-55
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• 2005

The purpose of this study was to examine consumers' perception toward business ethics and ethics management in fashion industry. Subjects were 236 women in age from 20 to 28 years old in Seoul for this study. For data analysis, descriptive statistics, factor analysis, Pearson's Correlations, t-test, and ANOVA were used. As the results, business ethics had 2 factors; 'IMBE(Importance of Business Ethics)' and 'INBE(Interest of BE)', while ethics management encompassed 5 factors such as 'ethics management evaluation', 'healthy industry environment', 'environment task', 'fair business system', and 'customer convenience'. There were statistically differences between men and women in IMBE and INBE. That is, generally, women had higher scores on both than men. Also, subjects in business major had higher scores on IMBE and INBE than those in other majors. Finally, seniors and juniors tend to have higher scores on IMBE and INBE than freshman and sophomore subjects. Based on these results, fashion marketing strategies would be suggested.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.3
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• pp.432-444
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• 2007

The purpose of this study was to investigate the differences in restaurant employees' perceptions regarding the importance of specific evaluation factors when judging wine quality. To analyze the data of the study, we employed descriptive statistical analyses, t-tests and ANOVA. The findings of the study are as follows: First, the importance and influence of the palate on evaluating wine quality attained the highest score. The nose, appearance, and 'others' also earned significant points in the respective order. Second, when we examined the servers' differences in perception about the importance of each factors on evaluating wine quality, significant distinctions were shown among males and females, and those in their 20's and 30's. Third, employees' perception about the importance of each factors also showed clear differences with regards to the wine servers' gender and experience with wine. Finally, we hope the results of this study provide useful information for the hotel restaurants and other food & beverage businesses. Specifically, this research may be used to establish helpful criteria for recommending and presenting the suitable wine items based on the customer's individual tastes and preferences.

• The Journal of Information Systems
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• v.31 no.3
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• pp.109-129
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• 2022

Purpose The purpose of this study is to examine whether customers' shadow work and risk perception have an impact on revisit intention to the fast-food restaurant, with mediating role of different types of attribution tendencies. We also added perceived unfairness in the research model, in order to verify its mediating effect on the relationship between attribution tendencies and revisit intention. Design/methodology/approach Applying the shadow work perspective and attribution theory, we designed a research model to confirm the hypotheses. After collecting the data from 331 customers who have used self-service technology in a fast-food restaurant, we conducted an analysis of measurement model and structural model by using Smart-PLS 3.0. Findings This study confirmed that Forced Use of self-service technology can enhance the tendency of dispositional attribution which would negatively affect perceived unfairness and revisit intention. On the other hand, affective risk perception was proven to affect situational attribution, which positively affects revisit intention.

• Journal of the Korean Dietetic Association
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• v.28 no.3
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• pp.182-194
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• 2022

After the onset of the COVID-19 pandemic, there has been an explosive increase in restaurant meal delivery or takeout. The purpose of this study was to analyze the consumer perception of food safety and its influence on the purchase of delivery or takeout food from restaurants. This study, the 2020 Consumer Behavior Survey for Food (CBSF), was conducted from June 10 to August 21 2020. A total of 6,355 responses were used for the analysis. The results were as follows: First, the differences in consumer perception about food safety were analyzed according to whether they used delivery or takeout. Concern about food safety, satisfaction with dietary habits, and the ability to maintain safe dietary habits were higher in the non-user group. Except for food at home, the perception about food safety at other locations was higher in the user group. Food hazards such as antibiotics were perceived to be safer in the user group. Second, the perception of food safety affecting use of delivery or takeout was analyzed. It was found that the usage of delivery or takeout increased when the perception of the safety of home meal replacement (HMR), delivery or takeout food, and the ability to be informed about the harmful factors of agricultural products increased. The findings of this study may offer the basis for the food and food service industry to consider safety issues seriously and develop strategies to lead to feasible practices. Further, this study also supports the direction of the government toward strengthening the safety of new segments which have shown explosive growth in the COVID-19 era.

• Korean Management Science Review
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• v.26 no.3
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• pp.79-100
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• 2009

Recently, most tech-based products are of multiple generations, since new-generation products are replacing the older ones as technologies continue to improve. Although, this means that research is needed to examine as much about the role of post-adoption behavior as the missing link between the adoptions of successive generation as first adoption of innovation, there is a dearth of literature explicitly examining consumers' post-adoption behavior, especially in the context of subscription-based service. For the subscription-based services, in spite of the important role of consumer satisfaction, research on the post-adoption behavior can not carefully examine the direct impact of consumer satisfaction on their decision to upgrade by considering usage instead of satisfaction as the missing link between buyers' first adoption and their next-generation adoption. This study identified two types of attribute satisfaction such as basic attribute and core attribute using both literature review and FGI (Focus Group Interview), and tries to investigate how two types of attribute satisfaction has influence on customers' intention to upgrade to the next-generation services. and a moderating role of customer loyalty between attribute satisfaction and intention. The empirical results show that core-attribute satisfaction has a negative influence on customers' intention to upgrade, due to the moderating role of customer loyalty, but it can raise their intention to upgrade next-generation services. However, basic-attribute satisfaction, on the other hand, appears to positively influence both customer loyalty and the intention to upgrade. We also find that the consumer attribute satisfaction is influenced by consumer innovativeness, her perception of service and the usage of each features' type in different ways. Finally, academic and practical implication is made, limitation is clarified and a direction for further studies is suggested.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.12
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• pp.4928-4934
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• 2010

Dental health care in modern society has gradually been developing with patients'expectation, desire, and medical knowledge according to the changes in the medical industry. Dental marketing strategy is necessary to construct a better dental health environment in order to cope with customers' changes and desire. The purpose of this study was to evaluate the positive comments by word-of-mouth experience, quality of dental clinic service and customer satisfaction among dental patients. The study surveyed 5oo subjects being treated at 6 dental clinics in Seoul and Gyeonggi province. It was conducted from March 22 to April 9, 2010. The subject groups with a positive experience through word - of - mouth who had a perception about the quality of dental clinic service (p<.001) and customer satisfaction (p<.001) were higher than other groups who had no comments on their dental treatment and clinics. The results showed that there was a correlation(r=. 852, p<.001) between the positive comments by word-of- mouthabout the quality of dental clinics service and customer satisfaction. The perception of dental clinic service and patients' satisfaction with positive comments by word of mouth was highly recognized by older and more experienced patients of dental treatment. Therefore, the results suggest that empirical information on important factors about strategic marketing lead to positive comments by word of mouth experience for patients in dental clinics.

• Journal of the Korean Society of Clothing and Textiles
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• v.38 no.6
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• pp.783-795
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• 2014

This study investigates how the physical attractiveness of salespeople and other customers and self-image congruence influence customer perception and brand attitude. As a result of a pretest, four types of pictorial stimuli were developed: physical attractiveness of salespeople (high/low) ${\times}$ that of other customers (high/low). Stimuli were developed using Photoshop CS. A total of 550 samples in two experiments were used and all respondents were women in their 20s and 30s. Data were analyzed using ANOVA and SEM. The result of analysis shows that the physical attractiveness of salesperson had a significant impact on perceived quality, but that of other customers did not. However, self-image congruence with other customers shows a significant effect on perceived quality; however, salespeople did not. The impact of the perceived product quality on brand attitude is higher than perceived service quality. This study adds to fashion retailing literature by demonstrating that physical attractiveness and self-image congruence can influence a customers' perception of product or service quality and brand attitude. It provides interesting insight into how retailers can use social factors as a strategic tool in a retail setting.

• Journal of Distribution Research
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• v.12 no.4
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• pp.79-108
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• 2007

In this study, we measured customers' perception of organization citizenship behaviors of employees which are known as the important factor for improving performance of companies, and examined the path relationship among related variables such as service quality, customer satisfaction, trust, and positive word of mouth. Although there have been many studies of OCB in the marketing field, the majority of these studies measured employee's OCB from the organization's perspective. This study has extended the prior studies by measuring employee's OCB from the customer's perspective. Customers of beauty salons and public houses were researched such that OCB may be applied to more various customer contact situations. The result is as follows. First, employees's OCB had a direct effect on perceived service quality and trust, and had an indirect effect on customer satisfaction. It means that customers evaluate the service quality of employees and trust frontline employees when they observed employees helping other organizational members, orientated customer facilitation beyond the regulated role and showed positive attitudes for their organization. As a result, customers feel more satisfied. Secondly, OCB had an indirect effect on positive word of mouth through mediation of service quality, satisfaction, and trust. Finally, consumer facilitation had the largest effect on consumer attitude among three dimensions of OCB-consumer facilitation, organization involvement, and sportsmanship. We understood the relationship between frontline employee's OCB and customer attitudes, and the necessity of multidimensional approach in measuring employee's OCB from the customer's perspective.

• Journal of the East Asian Society of Dietary Life
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• v.18 no.5
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• pp.861-872
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• 2008

Despite the recent increase in the prevalence of the franchise system in the foodservivce industry is increased recently, the its variation the exigencies of the industry itself requires that franchise systems to be fully equipped with various a variety of business strategies which is indispensable to run franchise system. In the previous studies, most the majority of researchers have been likely to gathered samples from only one region, or all from a similar type of business. However, considering the difference between Seoul and other areas or categories of business type, there could be may be differences different with in these conditions (market orientation, transaction specific assets, environmental dynamic, and trust and trust). Therefore, the principal objective of this study aims was to verify the differences among areas and categories of franchise business. The results of this article are as follows : the variables of customer orientation, competitor orientation, environmental dynamics, and trust and transaction- specific assets show evidence regional differences (p<0.01), and these variables are differ significantly different by category of business (p<0.05). However, the present paper is limited in its scope. Further studies on into different largesclae assessments are needed required.