• 유통과학연구
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• 제15권4호
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• pp.59-67
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• 2017

Purpose - This study's aims are to examine the effects of airline service quality on brand image, brand attitude and reuse intention and the mediating roles of brand image and brand attitude in the relationship between airline service quality and reuse intention. Research design, data and methodology - A total of 500 questionnaire copies were distributed and 474 were used for the empirical study after excluding some empirical inappropriate or unusable ones. To analyze the collected data, the SPSS/WIN 22.0 statistical package was used. Results - The result of analysis showed that all the intangible, tangible and human elements of the airline service quality positively influenced on brand image and brand attitude and did not directly influence on reuse intention. However, brand image and brand attitude played mediating roles in the relationship between all the service quality elements and reuse intention. Conclusions - This means that airlines need to develop service quality, which is differentiated and provides special feelings for customers and work out improvement strategies for positive brand images and attitudes, since customers choose and reuse airlines, based on brand images and attitudes, which are perceived and formed through the experience of airline service quality and word of mouth.

• 산경연구논집
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• 제8권7호
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• pp.21-29
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• 2017

Purpose - The purpose of this study is to investigate the impact of organizational politics on employees' social network service addiction and how it influences their job satisfaction and organizational citizenship behavior. And this study explores if leader-member exchange can moderate the relationship between organizational politics and social network service addiction. Research, design, data, and methodology - For this, this study collected data from 305 employees in Korean companies through a survey method and uses SPSS 18.0 for hierarchical regression analysis in the hypothesis test. Results - First, organizational politics increases immersion, compulsion and association among the sub-factors of social network service addiction. Second, each phenomena of social network service addiction such as salience, compulsion and association decrease each relevant factors of job satisfaction and organizational citizen behavior. Third, compulsion and association among the sub-factors of social network service addiction play the mediating roles between organizational politics and each relevant factors of job satisfaction/organizational citizen behavior. Finally, some of sub-factors of leader-member exchange decrease the effect of each characteristics of organizational politics on immersion, compulsion and association among the sub-factors of social network service addiction. Conclusions - This study provides some of managerial implications to corporate executives who try to manage organizational attitude.

• 유통과학연구
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• 제14권8호
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• pp.67-75
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• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• 유통과학연구
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• 제15권9호
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• pp.63-74
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• 2017

Purpose - The purpose of this study is to contribute to the literature on casino services by investigating critical service failures using the critical incident technique (CIT) and provide effective recovery strategies that can be adopted in practice. Research design, data, and methodology - The data were collected from Asian casinos' HNI customers in China, Japan, and the Republic of Korea. This is the first study that has investigated VIP casino customers in leading Asian countries. The research used the critical incident technique (CIT) collect and a total of 227 incidents were analyzed. Results - The results show that three main categories and eleven subcategories are deduced. The first group concerns casino service system failures. The second group relates to service providers' responses to VIP customer complaints. The last group covers employees' attitudes and behavior toward customers. Conclusions - First, the most serious service problem in casinos was the service providers' attitudes rather than the service system failures. Second, Tangible recovery strategies such as "all pay" and "additional comps" were proven to enhance a casino's image and lower customers' intentions to switch. Customers, however, preferred intangible recovery strategies such as considerate responses, reliable problem management, sincere apologies, and accurate explanations.

• 유통과학연구
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• 제12권9호
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• pp.95-99
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• 2014

Purpose - This study aims to develop and empirically test a multi-dimensional service convenience scale with the dimensions and measurement items of service convenience perceived by Korean consumers in retail contexts. Research design, data, and methodology - The study adopts the framework suggested by Berry et al. (2002) and conceptualizes service convenience as a second-order reflective construct comprising 31 items. Three department store chains (Hyundai, Lotte, and Shinsegae) and three discount store chains (E-mart, Homeplus, and Lotte Mart) were involved 510 valid responses were used for the empirical testing. Results - The measurement model is acceptable for internal consistency, convergent validity, and discriminant validity. Further, the structural model results show that service convenience is positively related to satisfaction. Results of the rival model comparison indicate that the proposed second-order factor model provides a better fit to the data than both the five-factor and the one-factor model. Conclusions - The multi-dimensional, second-order conceptualization of service convenience is robustly supported. This study provides psychometrically valid scales to measure service convenience in retail contexts as conceptualized by Berry et al. (2002).

• 유통과학연구
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• 제18권7호
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• pp.19-25
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• 2020

Purpose: This study analyzes service quality of Pivate Brand (PB) productsto provide some academic and practical implications. Research design, data, and methodology: The focus is on how service quality of No Brand, which has recently received much attention, affects brand attitude and, to confirm whether consumers' prior knowledge of PB moderates this effect. A total of 167 men and women in their 20s who have experience using No Brand were surveyed. Hypothesis was verified by using hierarchical regression analysis. Results: a) Tangibles, reliability, empathy, and assurance of service quality for No Brand have a positive effect on brand attitude; b) The moderating effect of prior knowledge is only statistically significant in the context of reliability. Conclusion: This study provides academic and practical implications for establishing differentiated PB strategies. It highlights the effects of service quality and consumer prior knowledge on brand attitude. This suggests that the sub-dimension of PB service quality has a discriminatory effect on the brand attitude of No Brand, and that consumer's prior knowledge of the product influences reliability of service quality. Therefore, consumer's prior knowledge is important in order to increase trust.

• 한국산학기술학회논문지
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• 제18권11호
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• pp.53-61
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• 2017

최근 웹 기반의 3D 프린팅 관련 서비스 플랫폼들이 증가하고 있으며, 소비자들은 이러한 서비스 플랫폼을 이용하여 3D 데이터를 수집하고 제작을 의뢰하며 유통 서비스를 통해 상품을 받아 볼 수 있게 되었다. 이러한 3D 프린팅 기술의 적용이 근래에는 건설 분야로까지 확장되어 기술이 발전하고 있으나 이와 관련된 서비스 플랫폼의 가이드라인 및 운영 사례는 국내외 모두 찾아볼 수 없다. 따라서 본 연구에서는 기존 타 산업분야에서 활발하게 사용되는 10개의 웹 기반 3D 프린팅 서비스 플랫폼의 기능을 조사 분석하여 건설 분야 3D 프린팅 서비스 플랫폼 구축을 위한 가이드라인으로 활용하였다. 또한 플랫폼의 구동시나리오 작성을 통해 건설 3D 프린팅 서비스 통합 플랫폼이 갖추어야 할 설계, 시공, 유통 서비스의 모습을 제시하였다. 3D 프린팅 기술의 발전에 따라 설계, 시공, 유통 등의 전반적인 건축 시장의 패러다임이 변화할 것이며, 이러한 변화에 대비하고 향후 디지털 건축 시장의 개척을 위해서는 본 연구에서 제시한 건설 3D 프린팅 서비스 플랫폼의 역할이 클 것으로 기대한다.

• 대한안전경영과학회지
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• 제6권1호
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• pp.125-133
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• 2004

Greeting the globalization and information period of 21C, the improvement of the distributional system structure and modernization of publishing distribution are the seriously required periodic assignments for the publishing industry that is a national knowledge and culture industry to be equipped with the core competitiveness. First, it is to found a large distributional organization that is able to provide total logistics services in time that is essential to the publishing company and bookstore. Second, it is to have a logistics service to act up to the variable requirements of customers such as publishing companies and bookstores under the rapidly changing distribution environment. Third, it is to provide the standardized information of publishing distribution. It is needed to establish a total distributional center in collaboration to satisfy the requirements of publishing industry as above. By doing this work, structure of the publishing distribution system can be improved and its constitution can be strengthen, and it is possible not only to construct a stable supply system but also to realize an information-based system in the publishing industry with the construction of information system and its utilization. Furthermore, the application of RFID in the publishing distribution is essentially required to provide the symbolic model and logistics infrastructure into the 'Paju publishing culture information industrial complex'. It could be possible by growing the international recognition regarding distribution environment and strengthening the international competitiveness in the period of the ""Open door".

• 유통과학연구
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• 제21권2호
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• pp.7-20
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• 2023

Purpose: With the unique feature of O2O, consumers are now able to check the profile of the services and products online and then consume them in offline venues or vice versa. This study provides motivation and practical implications about online-to-offline (O2O) distribution channels and investigates the relationship between economic values, service consistency and brand identity attractiveness in the O2O distribution channel. Then identify the impact of brand identity attractiveness on the performance (reputation and reuse intention). Research design, data, and methodology: Structural equation modeling (SEM) has been used to investigate the relationship between economic value and brand identity attractiveness, which affects the reputation and reuse intention of services in O2O. Results: Empirical results show the positive and significant impact of economic value and service consistency on brand identity attractiveness which results the positive and significant impact on performance (reputation and reuse intention) in O2O. Conclusion: In the O2O distribution channel, economic value is an important aspect for the attractive image and brand identity. On the other side, brand identity attractiveness is important for the bright future of O2O services, continuous growth, achieving the distinct goal, keeping good promises with customers, and a better reputation of O2O services in distribution channels.

• 유통과학연구
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• 제22권6호
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• pp.107-114
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• 2024

Purpose: The current research investigates historical and future trends of tourist distribution channels in the tourism services business. The research examines historical patterns, current shifts, and new technologies in electricity distribution to offer insight into the distribution dynamics and advice for companies and regulators. Research design, data and methodology: The research in this case specifically employed the PRISMA approach when it comes to the data collection and research methodology. (PRISMA). The process is specifically made up of four steps, such as (1) Identification of Relevant Studies, (2) Screening and Selection Procedures, (3) Data Synthesis and Analysis, and (4) Reporting of Findings. Results: The fast-changing technology offers all opportunities to innovate the sector of tourism services. These upcoming technologies are not just reconstructing the way customers interact and operate but they are also creating room for development. Besides "the utilization of new technologies such as artificial intelligence, augmented reality, virtual reality, and blockchain, the current state of tourism distribution channels also implies some other possible consequences. Conclusions: These research results show that we should not be reluctant about adopting new technologies, we should expand direct booking systems, promote eco-friendly tourism, and use data analytics in order to provide personalized experiences.