• The Korean Journal of Franchise Management
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• v.12 no.3
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• pp.47-58
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• 2021

Purpose: In general, franchise business models can generate higher returns and profits than non-franchise businesses. Therefore, it is necessary to study customer-based foodservice franchise brand awareness and service quality. The purpose of this study is to investigate the effect of service quality and brand awareness of foodservice franchises on attitudes divided into cognitive and affective attitudes and revisit intentions. Through this study, we intend to establish a structure that leads to service quality and brand awareness-cognitive attitude and affective attitude-loyalty. Research design, data, and methodology: In order to verify the hypothesis of this study, the survey was conducted among general consumers over the age of 20 who had visited a foodservice franchise within the last 3 months. Among the collected questionnaires, one insincere questionnaire was excluded, and 299 copies were used for analysis. The data collected to verify the hypothesis of this study were analyzed using SPSS 24.0 and AMOS 24.0. Result: First, it was found that the service quality of the foodservice franchise had a positive (+) effect on the cognitive attitude, and the service quality of the foodservice franchise had a statistically significant positive effect on the affective attitude. Second, the brand awareness of the foodservice franchise was found to have a statistically significant positive (+) effect on the cognitive attitude. and the brand awareness of the foodservice franchise had a statistically significant positive (+) effect on the affective attitude as well. Third, cognitive attitude was found to have a statistically significant positive (+) effect on loyalty, and affective attitude was also found to have a statistically significant positive (+) effect on loyalty. Conclusions: First, this study applied the S-O-R theory to the effect of service quality and brand recognition on cognitive attitude, affective attitude, and loyalty. Second, the structure leading to service quality and brand awareness-cognitive attitude and affective attitude-revisit intention was established. Third, attitudes in this study were divided into cognitive attitudes and affective attitudes. In general, attitude is studied as a single dimension as a cognitive attitude, but in this study, attitude was studied by dividing it into a cognitive dimension and an affective dimension

• Journal of the Korean Home Economics Association
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• v.30 no.3
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• pp.193-204
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• 1992

The purpose of this article is (1) to measure the attitudes of health care consumers towards medical service, the physicians' duty to provide information and patient self-determination options, (2) to discover the their related variables. The attitude of health care consumers towards medical service reveals statistically significant corelation with age and education. Among the statistically significant independent variables it is significantly related with age in the multiple regression analysis. The attitude of health care consumers towards the physicians' duty to provide information reveals statistically significant corelation with age, education and the attitude of health care consumers towards medical service. Among these independent variables it is significantly related with the attitude of health care consumers towards medical service in the multiple regression analysis. The attitude of health care consumers towards patients' self-determination options reveals statistically significant corelation with age, the attitude of health care consumers towards medical service and the attitude of health care consumers towards the physicians' duty to provide information. Among these independent variables it is significantly related with the attitude of health care consumers towards the physicians' duty to provide information in the multiple regression analysis.

• Management & Information Systems Review
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• v.31 no.2
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• pp.173-197
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• 2012

The purpose of this study is to analyse the country image, the country attitude, the medical service attitude and the use intention about international medical service market in china and how these factors are related to one another. Data were collected from 609 chinese consumers who have known international medical service. We found the country image about international medical service institute has direct relation to the country attitude, the medical service attitude and use intention. And the country attitude influences the medical service attitude and use intention. However the medical service attitude of international medical service is not related to use intention. For a successful international medical service business, marketer should recognize that it is important to formulate the policy using the country image as well as the corporation image.

• Korean Management Science Review
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• v.29 no.1
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• pp.115-129
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• 2012

Service Encounter employees play a crucial role in service delivery and building relationships with customers and their attitudes and behaviors towards customers determine customers' perceived service quality and satisfaction. Past research indicates that TQM managerial practices are a critical determinant of employee's attitude and performance in the workplace. Therefore, this study investigates a model examining the relationship among TQM, employees' attitude and service performance in a hospital. Our measurement results were acceptable in terms of reliability and validity. The statistical testing shows significance on the positive relationship in the sequential order of TQM, employee's attitude and service performance. In conclusion, the theoretical and practical implications of this study were discussed, along with its limitations.

• The Korean Journal of Franchise Management
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• v.10 no.3
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• pp.13-23
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• 2019

Purpose - The recent franchise industry is rapidly developing. Some franchisees have a low barriers to entry and competition among companies is intensifying. In this dynamic competitive environment, companies need to focus on customer preferences, quality, and technical interfaces to gain competitive advantage. As a result, companies are required to measure the performance of service values in order to provide differentiated services from competitors. In the franchise industry, customer experience marketing of service values will enable companies to create new businesses. Franchise firms should explore a variety of services to increase service value and reduce failures. Research design, data, methodology - The questionnaire of this study was based on the previous research. Surveys were conducted on panels of online surveys. Surveys were conducted on the panel who had visited the restaurant franchise within the past month. The survey was conducted for about 7 days from February 13, 2019 to February 19, 2019. Total 300 samples, 293 were used in the analysis except for seven unfair questionnaires. Results - The findings of this study are as follows: Emotional, monetary, and reputation values have positive effects on cognitive and affective attitudes. Quality value and behavioral value did not effect cognitive attitude and affective attitude significantly. In addition, affective attitude has positive effect on loyalty, but cognitive attitude did not significant effect on loyalty. Conclusions - First, food-service franchise company should develop a service that enables customers to use the store conveniently. We need to develop a comfortable environment for our customers and provide intangible services. Second, food-service franchise company should provide a reasonable price service. Food-service franchise company needs to sell a high quality menu at a reasonable price to generate profits. Third, food-service franchise companies need to strategically respond to their reputation. In other words, food-service franchise company needs to constantly monitor the reputation of its customers and respond appropriately to market conditions. Fourth, food-service franchise company needs to develop a service method capable of emotional interaction with customers. Food-service franchise firms need to develop ongoing service methods and educate their staff.

• Journal of Korea Society of Digital Industry and Information Management
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• v.6 no.4
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• pp.279-295
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• 2010

Technology development has reshaped not only the business environment but also financial service. The purpose of this study is to investigate the factors affecting customer's attitude and usage of Internet banking. Based on prior studies, this study identifies usefulness, ease of use, innovativeness, social influence, quality, cost as affecting factors of customer's attitude and usage of Internet banking. This study intends to do a comparison analysis the relationship between customer's attitude and usage of Internet banking by classifying Internet banking service into inquiry, transfer, and other service. Result shows that usefulness, quality, and cost are significantly related to the customer's attitude toward Internet banking service, but ease of use, innovativeness, and social influence are not. Even though customer's attitude was found to be significantly related to the use of Internet banking, the degree of it was different by service types inquiry, transfer, and other service in a row. It implicates that usage of Internet banking still centered on inquiry service.

• Journal of Information Technology Services
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• v.17 no.3
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• pp.157-169
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• 2018

This study aims to examine the factors influencing user attitude toward Smart Home service as the demand of Smart Home service is increasing and it somewhat involves privacy risk. To this end, the research model includes five independent variables, trust in service provider, perceived privacy risk, self efficacy, interpersonal influence, and external influence, influencing the attitude toward Smart Home service. So, this study aims to analyze which variable is the most critical and influential among the five factors and suggest the direction of Smart Home industries. This study first reviews the literature on Smart Home services and describes its Korean situation. Data were collected from residents living in a smart apartment complex. The results show that (1) users have a very positive attitude toward Smart Home service in total, (2) trust in service providers, self efficacy, and interpersonal influence positively impact user attitude toward Smart Home service and interpersonal influence is the most influential variable, however, (3) perceived privacy risk and external influence dose not significantly impact it. These results imply that the role of service providers, self efficacy, and interpersonal influence are important factors on the user attitude toward Smart Home service. Finally, the study's findings and limitations are discussed and potential avenues for future research are suggested.

• The Research Journal of the Costume Culture
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• v.28 no.4
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• pp.480-491
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• 2020

The purpose of this study was to explore how consumer traits(technology anxiety and need for interaction) explain attitude toward self-service technologies in fashion retail stores. We examined if technology anxiety influences perceived productivity and attitude toward self-service technologies, and if so, how the need for interaction with employees moderates the impact of technology anxiety on perceived productivity and attitude. For the purpose of the study, a web-based survey with Korean consumers was conducted. The final sample size was 214. Structural Equation Modeling Analysis and PROCESS in SPSS were employed to test the proposed hypotheses. The findings indicated that technology anxiety negatively affected perceived productivity and attitude toward self-service technologies in which perceived productivity affected attitude positively. Need for interaction with employees was found to moderate the relationship between technology anxiety and perceived productivity. It also moderated the relationship between technology anxiety and attitude. This study contributes to the self-service technology literature by identifying two antecedents of consumer attitude toward self-service technologies: technology anxiety and the need for interaction. The findings further provide valuable insights to retailers and marketers as to how technology anxiety, perceived productivity, and the need for interaction work in enhancing consumer attitude toward self-service technologies in the context of fashion retail.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.45-55
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• 2021

Purpose: How to build the positive emotion of customer is very important, because it affects the positive attitude. Brand evidence has a significant impact on consumer behavior in terms of reinforcing consumers' perception of food service companies and differentiating them from competing brands. Thus, this study examines the effect of brand evidence on emotion (positive emotion and negative emotion), and attitude in restaurant industry. Research design, data, and methodology: This study examines the structural relationship among brand evidence, emotion, and attitude. Brand evidence divide into three sub-dimensions such as physical evidence, core service, and employee service. In order to test the purposes of this study, research model and hypotheses were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All constructs were measured by multiple items tested and developed in the previous research. The data were collected from 439 restaurant users from Seoul area were analyzed using SPSS 22.0 and SmartPLS 3.0 program. A total of 460 questionnaires were distributed and a survey was conducted for 4 weeks, and a total of 439 were used for analysis, excluding non-response data and 21 unusable response data among the collected questionnaires. Frequency analysis was conducted to identify the general characteristics of the survey subjects. To measure the reliability and validity of the measurement tools, confirmatory factor analysis was conducted. Structural model analysis was conducted to verify the research model. Result: The findings demonstrate that physical evidence, core service, employee service had positive effects on positive emotion. And core service and employee service had negative effects on negative emotion while physical evidence did not have. Also, positive emotion had positive effect on attitude and negative emotion had negative effect on attitude. Conclusions: The findings of this study provide guidelines on how to enhance competitiveness in restaurant industry through understanding brand evidence's effects on raising perceived consumer's emotion and attitude. Therefore, food service companies should establish a marketing strategy that can stimulate positive emotions through brand evidence, which is all factors related to service brands that influence consumers' evaluation of service products and purchase decision-making process.

• The Journal of Information Systems
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• v.19 no.3
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• pp.237-261
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• 2010

IT service is increasing becoming a critical resource firms have to utilize effectively and efficiently. As the importance of IT service increases, the knowledge sharing between IT service people and users becomes more and more important. In this study, the IT service quality is posited as a critical independent construct that influences knowledge sharing attitude of users which in turn change the knowledge sharing intention. Service satisfaction is placed as a mediator between the quality and attitude to compare direct and indirect effect in the model. Results show that (1) IT service quality influences the knowledge sharing attitude of users directly, and indirectly through service satisfaction, (2) at the same time, however, the direct path from quality to attitude is found to be stronger than the indirect path through satisfaction, and (3) interestingly, satisfaction seems to have no direct effect on intention, but only through the attitude change as can be inferred from the theory of reasoned action. Outcome of this study implies the importance of IT service quality in improving the knowledge sharing activities between users and developers, and interestingly the aim of quality would not be targeted on satisfaction but on attitudinal changes.