• Asia Marketing Journal
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• 제17권2호
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• pp.73-96
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• 2015

This paper investigates how servicescape perception influences customer experience quality in hedonic service settings. In addition to the direct effect of servicescape quality on customer experience quality, the indirect effects of servicescape quality on customer experience quality via employee-to-customer interaction quality and peer-to-peer interaction quality are also investigated. We collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling. The results show that servicescape quality influences customer experience quality both directly and indirectly through employee-to-customer interaction quality and peer-to-peer interaction quality, and customer experience quality influences customer loyalty. Additionally, we find that the indirect path via peer-to-peer interaction quality is significant only in a low-satisfaction customer group. The indirect effect of servicescape quality perception through peer-to-peer interaction quality is significant only in low-satisfaction customer groups. Therefore, if evaluations for this indirect effect fall below an acceptable level, it should be addressed first before improving on other attributes. However, after this point, further improvements offer few if any gains; therefore, service firms should allocate their resources to quality improvements to other factors. This study is the first to investigate the indirect effects of servicescape quality on customer experience quality via peer-to-peer interaction quality in hedonic service settings. Additionally, this study demonstrates that the significance of this indirect effect applies only to a low-satisfaction customer group.

• The Journal of Asian Finance, Economics and Business
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• 제7권3호
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• pp.167-175
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• 2020

The study aims to examine the relationships between service quality, experience value, relationship quality and behavior intentions. Validated measurements were identified from a literature review. The total of 309 valid respondents were used in this research. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on the 309 responses using confirmatory factor analysis and a structural equation modeling, accordingly. In addition, this study systematized the concepts, defined and tested the component scales of the relationship model between service quality, experience value, relationship quality and behavior intentions from the collected data, which helps to adequately identify the relationship between the factors in the model as well as the impact. The findings confirm that service quality influences experience values, relationship quality and purchase intention. Service quality, experience value, relationship quality and behavior intentions altogether are not well understood in current literature despite the important implication for managers, academicians and consumers alike. Contributes to a better fit between relationship marketing models and managerial practice in business markets. This study provides managerial implications regarding service quality and experience value so that firms and marketers can consult and apply. Managers should not only focus on the improvement of service quality but overall strategic planning.

• 산경연구논집
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• 제13권11호
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• pp.21-30
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• 2022

Purpose: This study investigates the moderating effect of mindset types on experience and perceived quality in virtual reality (VR) contexts and identify the relationships among mindset types, experience, perceived quality, attitude, and purchase. Research design, data and methodology: Using a survey, a total of 250 participants were recruited from South Korea. Participants were asked whether they have been VR users who had experienced VR before participating in the survey. We used the partial least squares method to test the hypotheses based on structural equation modeling. Results: The results show that experience, including spatial, reality, and sensory experiences, has positive effects on perceived quality. Additionally, the mindset moderates the relationship between experience and perceived quality such that consumers with experience are more likely to have greater perceived quality when they have a growth mindset compared to those with a fixed mindset. The VR context's perceived quality exerts positive effects on attitude toward the VR context, while attitude has positive effects on purchase intention. Conclusion: We suggest that the consumer's mindset might work as an essential moderating factor that influences the relationship between experience and perceived quality. Our findings can help marketers plan promotion strategies more effectively and cater to the different objectives of their contexts.

• 디지털융복합연구
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• 제10권1호
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• pp.21-28
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• 2012

전자참여란 정보통신기술을 사용하여 시민들 간 또는 시민들과 정책 담당자들 간 연결을 도모하여 적극적인 정치적 참여를 촉진하는 활동이다. 전자참여는 전자정부 웹사이트나 전자참여를 목적으로 하는 전용 웹사이트를 통해서 행해진다. 전자참여시스템은 이미 구축되어 운영되고 있기 때문에 지속적인 사용이 관심사이고 이를 위해서는 사용이 편리하고, 만족스러우며, 좋은 품질을 제공할 수 있어야 한다. 또한 품질을 측정할 수 있다면 적합한 개선방안을 마련할 수 있을 것이다. 본 연구에서는 체감품질의 개념과 사용성 측정 방법을 적용하여 체감품질 점수를 계산하는 방법론을 제안하였다. 측정대상, 체감품질 항목, 실험설계방법, 데이터 획득 및 분석 방법, 점수계산 방법을 기술하였다.

• 여성건강간호학회지
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• 제23권4호
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• pp.221-232
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• 2017

Purpose: This study aimed to conduct a systematic review and to describe characteristics of the birth experience assessment instrument. Methods: Literature related to the development of the birth experience assessment instrument was examined using a systematic review method. A literature search was conducted using the keywords as '[normal birth]; [$satisfac^*$ OR care quality]; [instrument OR scale] AND (development)' through PubMed, CINAHL, SCOPUS, PsycINFO, and RISS. The search used quality appraisal through QUADAS (Quality Assessment of studies of Diagnostic Accuracy included Systemic reviews) yielding 17 records. Results: The birth experience assessment instrument was categorized for instrumental characteristics: birth satisfaction (n=8), perception of labor experience (n=5), and birth care quality assessment in normal and operative birth experiences (n=4). Important key elements for content characteristics were as follows: nursing practice (n=10), pain control (n=5), environment (n=5), participation (n=4), and support (n=4). Conclusion: This study demonstrated that the birth experience instrument is appropriate for measuring quality of birth care in various clinical conditions. This review of the birth experience instrument reports that an appropriate psychometric tool for enhancing quality of birth care is important.

• 한국사회복지학
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• 제67권1호
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• pp.263-288
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• 2015

본 연구는 성인의 대인외상경험과 외상 후 성장의 관계에서 낙관성과 관계의 질의 다중매개효과를 검증하기위해 실시되었다. 이를 위해 30세 이상 60세미만의 성인을 대상으로 임의표집방법에 의해 조사를 실시하였다. 주요 분석방법으로는 구조방정식모델(SEM) 분석을 AMOS프로그램을 사용해 실시하였다. 매개효과 검증을 위해서 Bootstrap 방법을 사용 하였고, 다중매개효과의 간접효과 검증을 위해서는 팬텀변수(Phantom Variable)를 사용해 모형을 변형한 후 분석하였다. 연구결과, 대인외상경험 수준이 높을수록 외상 후 성장도 높게 나타났다. 둘째, 대인외상경험과 외상후 성장 사이에서 낙관성과 관계의 질이 각각 부분매개하는 것으로 나타났다. 셋째, 대인외상경험과 외상 후 성장 사이에서 낙관성과 관계의 질이 이중매개하는 것으로 나타났다. 연구결과를 토대로 실천현장에서의 실천적 전략과 사회복지에의 함의를 제시하였다.

• 한국엔터테인먼트산업학회논문지
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• 제15권3호
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• pp.141-152
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• 2021

본 연구는 체험경제이론을 적용하여 스크린야구장 체험요인이 즐거움, 체험가치 및 삶의 질에 미치는 영향을 규명하는데 그 목적이 있다. 이러한 목적을 달성하기 위해 총 366부의 설문 자료를 최종분석에 사용하였으며, 자료처리방법으로는 SPSS 21.0 프로그램을 이용하여 빈도분석, 요인분석, 신뢰도분석, 상관관계분석, 다중회귀분석을 실시하였다. 첫째, 체험요인(오락적체험, 일탈적체험)은 즐거움에 유의한 영향을 미치는 것으로 나타났다. 둘째, 체험요인(오락적체험, 일탈적체험, 미적체험)은 체험가치에 유의한 영향을 미치는 것으로 나타났다. 셋째, 체험요인(오락적체험, 교육적체험, 일탈적체험)은 삶의 질에 유의한 영향을 미치는 것으로 나타났다. 따라서 본 연구의 결과는 스크린야구장 이용객의 체험요인이 즐거움, 체험가치 및 삶의 질에 긍정적 영향을 미친다는 것을 시사한다. 향후 스크린야구장 이용객의 즐거움, 체험가치 그리고 삶의 질을 증대시키기 위해 체험경제이론을 토대로 이용객의 체험요인 강화 프로그램 개발과 시설 확충이 필요하다 하겠다.

• 한국정보과학회논문지:컴퓨팅의 실제 및 레터
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• 제16권10호
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• pp.975-979
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• 2010

기존의 스트리밍 품질 적용 기법들은 네트워크의 혼잡상황에서 네트워크의 안정성을 향상시키는데 반해 스트리밍 서비스의 빈번한 재생품질 변화로 인해 사용자에게 제공되는 스트리밍 서비스의 체감품질을 보장하지 못한다. 본 논문에서는 SVC(스케일러블 비디오 코딩) 비디오 스트리밍 서비스의 체감품질을 보장하기 위해, 네트워크 상태 변화를 고려한 스트리밍 품질 적응 기법을 제안한다. 제안하는 기법은 미디어 특성을 고려한 가용대역폭 측정 기법을 이용하여 네트워크의 가용대역폭을 측정하고, 측정된 가용대역폭을 기반으로 전송되는 SVC 비디오 스트림의 품질 변화를 부드럽게 조절한다. 실험을 통해 제안하는 기법이 재생품질의 변화를 최소화하여 스트리밍 서비스의 체감품질을 보장할 수 있음을 확인하였다.

• 한국의류학회지
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• 제28권3_4호
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• pp.483-490
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• 2004

By using the formerly established SERVQUAL Model, measurement methods and determinant variables in the other papers for the Service Quality, this study first focuses to find out the difference consumers' evaluation between before-experience and after-experience of the educational service, and second, to examine the difference consumers' evaluation between before-experience and after-experience of the educational service according to pre-recognition degree for the subjected educational service quality. The results are derived as follows. 1. As a consequence of the simulation, the consumers distinctly tend to recognize importance of human concern and visual aspect after experience of educational service. 2. Between the group with more pre-recognition degree and less pre-recognition degree for the subjected educational service quality, have no difference.

• 한국의류학회지
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• 제44권4호
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• pp.639-656
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• 2020

Consumers' shopping experience has recently expanded to mobile and social networks; in addition, online fashion retailers started to focus on real-time interaction services as an emerging marketing tool. This study explores the consumer' shopping experience based on social live streaming services (SLSS) to investigate consumer's response behavior and effects through perceived service quality. An online survey method was conducted and a total of 186 female consumer panels were collected. The results indicate that cognitive communion of co-experience had a significant effect on perceived SLSS service quality (responsiveness, contents informativeness, playfulness, system availability). Service quality of SLSS (responsiveness, contents informativeness, and playfulness) had significant effect on trust in SLSS seller while system availability had no significant effect. Also, trust in seller showed significant effect on purchase intention. Last, it was confirmed that the moderating effect of purchasing experience of SLSS was significant in the relationship between cognitive communion and responsiveness/playfulness. There was also an additional significant moderating effect of purchasing experience between system availability and trust in seller.