• 품질경영학회지
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• 제45권1호
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• 한국정보시스템학회지:정보시스템연구
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• 제22권1호
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• pp.29-64
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• 2013

This study empirically investigates the effect of self presentation on SNS to interpersonal relation and quality of life. Especially, we performed exploratory analysis that how SNS affect to quality of life and wether the change of interpersonal relation is mediating effect to quality of life and intention to use. And we also suggest that the capability of communication would be a moderator. In the results, firstly, the using SNS has significantly positive effect on the change of interpersonal relation. And it as mediation variable can positive impact on the relationship between the using SNS, quality of life, and Intention to use. In the moderating analysis, SNS users who responded higher communication capability have significantly more higher effect on the change of interpersonal relation and quality of life. Secondly, the change of interpersonal relation after use of SNS as a mediation variable serves to enhance the relationship between the use of SNS and the quality of life in the positive direction.

• 한국콘텐츠학회논문지
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• 제19권4호
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• pp.63-78
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• 2019

본 연구에서는 은행 PB 이용고객들을 대상으로 PB 관계마케팅과 관계의 질, 그리고 장기적 거래의도 간의 영향관계를 검증하고, 이 과정에서 관계의 질의 매개효과를 검증하였다. 본 연구의 대상은 서울 소재 은행 PB 이용고객 431명으로서, 설문조사자료를 이용하여 구조방정식모형분석을 통해 가설 검증을 수행하였다. 검증 결과, PB 관계마케팅은 관계의 질에 유의한 정(+)의 영향을 나타내었다. 그리고 관계의 질과 장기적 거래의도 간의 경로계수는 정(+)의 관계를 보였다. 한편, PB 관계마케팅은 장기적 거래의도에 직접적으로 영향을 미치지는 않았으며, 관계의 질을 매개로하여 장기적 거래의도 에 유의한 영향을 미치는 것으로 나타났다. 본 연구의 결과는 은행 PB 성과에 있어서, 은행과 고객 간의 관계의 질을 반영하여, 장기적 거래의도에 미치는 영향을 확인하고, 이 과정에서 관계의 질의 효과를 검증하였다는데 의미가 있다.

• 한국지역사회생활과학회지
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• 제17권4호
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• pp.3-14
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• 2006

The purpose of this study is to find out the repercussion of mothers' quality of object relation and hope on their children's emotional and behavioral disorder level and satisfaction level on counseling. Participants were 112 children between ages of 6 and 12, and the 112 mothers of those children. Questionnaires for mothers were used to assess their object relation level, hope level, and counseling satisfaction level. Questionnaires for children were used to assess their depression and aggression level. Results were as follows: First, mothers with lower object relations had children with higher depression and aggression levels. Second, children of the mothers who scored higher object relation levels scored higher on the satisfaction level on counseling. Third, among the mother's object relation level, hope level, and counseling satisfaction level, the object relation level appeared to have the strongest repercussion on the child's emotional and behavioral problems. The results of this study can be used as a base material to improve the effect of play therapy for the children who have emotional and behavioral problems, on helping the children and their mothers to have positive object relations.

• 마케팅과학연구
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• 제8권
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• pp.451-473
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• 2001

본 연구에서는 전문서비스 점포에서의 서비스 품질, 서비스 가치, 고객만족, 관계의 질 및 재 이용의도에 관한 구조적 관계를 분석하여, 소비자와 서비스 제공자간의 관계형성에 관한 개념적 틀을 제시하고자 하였다. 실증분석 결과 서비스 품질은 선행연구들과 마찬가지로 서비스가치, 소비자 만족, 관계의 질 및 재 이용의도에 유의적인 정의 효과가 있었으며, 서비스 가치는 소비자 만족과 관계의 질을 긍정적으로 향상시켜주었다. 그리고 소비자 만족 및 관계의 질은 재 이용의도에 대하여 각각 직접적인 정의 효과가 있었으나, 서비스 가치의 재 이용의도에 대한 직접적 영향력은 유의적이지 못하였다. 특히 재 이용의도에 대한 제 영향요인들의 구조적 탐색결과 소비자 만족이 재 이용의도에 미치는 영향력보다 구매자와 공급자간의 상호작용에 의해 구축된 관계의 질이 더 큰 영향을 미치는 것으로 나타났다.

• 한국경영과학회지
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• 제36권2호
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• pp.15-32
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• 2011

The research for exchange relationship in customer's perspective is meaningful especially in service, considering distinctive characteristics of service operations such as customer participation in the process whereas most of the recent related researches have been focused on employee's interaction with organization, leader, team and customer. In this study for beauty art service, the exchange party's characteristic is defined with beauty salon's reputation, staff's professionalism and customer's self-esteem. Also the exchange relation perception is classified into symbolism and interaction, Then the directional relations on customer's perspective are empirically investigated in the sequential order of the exchange party's characteristics, the exchange relation perception, the relationship quality and behavioral intention. In addition, the study examined the meditation effect via relationship quality between the exchange relation perception and the behavioral intention. Followings are confirmed from the statistical test with structural equation modelling：Symbolism is significantly caused by all of professionalism, reputation and self-esteem in the descending order of effect size whereas interaction is significantly influenced by only professionalism. The exchange relation perception has significant effect on the relationship quality, in turn which significantly affects behavioral intention. The exchange relation perception shows the significant indirect effect meditated by relationship quality and the insignificant direct effect on behavioral intention. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

• 디지털산업정보학회논문지
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• 제8권4호
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• pp.231-244
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• 2012

The purpose of this study was to substantially analyze the relation between the success factors of quality management and performance. For this purpose, the success factors of quality management - CEO's leadership, customer-centeredness, process management, training, full participation of employees, and relationship with vendors - were identified as independent variables and performance was identified as dependent variable to substantially analyze the automotive parts industry. In result, the findings can be summarized into the following: First, for the relation between the success factors of quality management and financial performance, CEO's leadership, customer-centeredness, training, and full participation of employees were statistically significant, but process management and relationship with vendors were not statistically significant. Second, for the relation between the success factors of quality management and non-financial performance, CEO's leadership, customer-centeredness, full participation of employees, and relationship with vendors were statistically significant, but process management and training were not statistically significant. Third, it was also found that, among the success factors of quality management, CEO's leadership, customer-centeredness, full participation of employee should be considered more than any other variables to achieve performance. Based on the above findings, it was concluded that 'CEO's leadership' and 'customer-centeredness' had an influence on both financial and non-financial performances and were relatively more influential than other individual factors.

• International Journal of Fuzzy Logic and Intelligent Systems
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• 제4권2호
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• pp.249-253
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• 2004

When we decide the software quality on the basis of the software measurement, the transitive property which is a requirement for an equivalence relation is not always satisfied. Therefore, we propose a scheme for classifying the software quality that employs a tolerance relation instead of an equivalence relation. Given the experimental data set, the proposed scheme generates the tolerant classes for elements in the experiment data set, and generates the tolerant ranges for classifying the software quality by clustering the means of the tolerance classes. Through the experiment, we showed that the proposed scheme could product very useful and valid results. That is, it has no problems that we use as the criteria for classifying the software quality the tolerant ranges generated by the proposed scheme.

• 가정과삶의질연구
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• 제25권4호
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• pp.67-86
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• 2007

The present study purposed to examine adolescents' peer relation quality, and school life maladjustment according to the characteristic of their mobile phone use and their mobile phone addiction. The subjects of this study were 490 middle/high school students in Namyangju City. A survey was conducted using a self reporting questionnaire, and collected data were analyzed with SPSS 12.0. The results are as follows. First, mobile phone use was different according to gender, school year and the degree of mobile phone addiction. Second, the addiction group was 12.9% of the subjects, the dependent group was 52.7%, and the non addiction group and 34.5%. Third, in the addiction group, the negative factors of peer relation quality were significantly higher than the positive factors of peer relation quality. Fourth, in the addiction group, all the factors of school life maladjustment were significantly high. Fifth, school life maladjustment was higher when the degree of mobile phone addiction was high and when the negative factors of peer relation quality were high. This suggests the necessity for education on the right use of the mobile phone and mobile phone addiction treatment program; in order to improve adolescents' peer relation quality and ease their school life maladjustment. The results of this study are expected to be useful in developing effective interventions for adolescents' healthy growth.

• 사회복지연구
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• 제42권4호
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• pp.413-443
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• 2011

본 연구는 자활사업 참여자들의 사회적 자본과 삶의 질의 관계를 살펴보고, 사회적 자본과 삶의 질의 관계에서 직무만족이 미치는 매개효과를 규명하고자 하는데 목적이 있다. 조사연구를 실시하기 위해 전국에 위치하고 있는 지역자활센터를 대상으로 센터의 유형과 지역유형을 구분한 후 비례할당 표집을 실시하였고, 1,185부를 최종 분석에서 사용하였다. 연구결과는 다음과 같다. 첫째, 자활사업 참여자의 사회적 자본과 삶의 질의 관계를 살펴보면, 네트워크와 규범이 삶의 질에 중요한 영향을 미치고 있는 것으로 나타났다. 이는 인간관계로부터 형성되는 비물질적인 사회적 자본이 삶의 질에 직접적 영향을 미친다는 선행연구 결과를 지지하는 것이다. 둘째, 자활사업 참여자의 사회적 자본과 직무만족의 관계를 살펴보면, 사회적 자본이 직무만족에 부적영향을 미치는 것으로 나타났는데, 이는 참여자의 사회적 자본 수준이 높아질수록 자활사업에 대한 만족이 낮아진다는 것을 의미한다. 이는 자활사업 참여에 대한 부정적 인식으로 인하여 여타의 임금노동시장에서 긍정적으로 작용했던 사회적 자본이 그 효과를 발휘하지 못한다는 결과를 제시한다. 셋째, 자활사업 참여자의 사회적 자본과 삶의 질의 관계에서 직무만족의 매개효과는 정적 영향을 나타내고 있는데, 이는 직무만족과 삶의 질의 관계와 관련한 가설 중 전이모델(spillover model)을 지지하고 있음을 알 수 있다. 즉, 자신의 직무에 만족하는 사람은 일반적인 삶에서도 만족감을 느끼게 된다는 것이다. 이러한 결과를 바탕으로 자활사업 참여자들의 삶의 질을 향상시키기고, 사회적 자본의 순기능적인 측면을 보완하기 위한 실천적·정책적 함의를 제시하고 있다.