• 아태비즈니스연구
• /
• 제13권3호
• /
• pp.19-34
• /
• 2022

Purpose - The purpose of this study is to examine whether a psychological concept enhances healthcare users' service experience. Specifically, the study proposes and empirically examines a model of perceived control in which the user's sense of control is postulated as exerting positive influences upon his/her motivation, self-efficacy associated with his/her role as a patient, and satisfaction with his/her medical service experience. Methodology - Data were collected by a professional research company, using an online survey method. Participants of the study included adults nineteen years or older who had visited a medical service institute at least once during the previous one-year period. For the test of the research hypotheses, structural equation modeling using AMOS was used. Findings - Findings of this study denote a unique insight into the users' comprehension of medical service experiences and their behaviors. First, the concept of perceived control is identified as a factor that enhances the quality of individuals' medical service experiences. A sense of control directly influences medical users' self-efficacy to comply with doctor's recommendations, their motivation to comply with doctor's recommendations, and their satisfaction with the medical service experience. Second, one's perceived self-efficacy is found to exert positive influences upon both motivation and satisfaction. Third, one's motivation to comply with the doctor's recommendation is found to exert a positive influence upon one's satisfaction. Additionally, perceived control is found to exert an indirect influence upon medical service users' satisfaction through the mediation of both self-efficacy and motivation. Research Implications - The findings of the study support the notion that perception of control among medial service users enhances their service experience as patients. The main thrust of this study suggests that it is necessary for healthcare practitioners to consider implementing service encounter strategies that purposefully enhance the sense of control among their patients. The identification of significant inter-relationships among perceived control, motivation, self-efficacy, and satisfaction among medical service customers should also serve as a meaningful seed for further research pursuits.

• Journal of Communications and Networks
• /
• 제3권4호
• /
• pp.297-306
• /
• 2001

In the last couple of years service management has gained more and more momentum in the research community. Nowadays, as complexity of IT-services is increasing, these services are usually composed of interdependent, layered services hosted by various providers. Therefore, a strong cooperation of providers involved in service provisioning is needed, especially regarding their management processes and systems. One important step is to establish a common understanding about service-related terms in order to be able to specify service functionality and the resulting management tasks. Additionally, means to analyze and identify the necessary actors and the corresponding inter- and intra-organizational relationships are needed. This paper presents an extended version of the MNM service model which provides a generic model defining commonly needed service-related terms, concepts and structuring rules in a general and unambiguous way. Furthermore, we demonstrate the application of the MNM service model by modeling a riser help desk service based on a concrete scenario. The experience gained from modeling is used to discuss the benefits of service modeling in general.

• 서비스연구
• /
• 제11권3호
• /
• pp.17-30
• /
• 2021

최근의 공유경제(Sharing Economy) 비즈니스 모델의 중요성이 부각되면서 경제활동은 단순한 상품 매매에서 벗어나 복잡한 경험체험으로 바뀌고 있고 공유숙박(Sharing Accommodation)의 모델 또한 새로운 숙박 선택모델로 자리 잡았다. 본 논문은 고객이 공유숙박서비스를 체험하는 과정에 느낀 문제점을 고찰하여 공유숙박서비스의 최적화 전략을 제시함으로써 기존의 단점을 개선하고 고객만족도를 제고하기 위한 목적으로 연구를 진행하였다. 본 연구는 Airbnb와 Tujia 두 개의 공유숙박모델을 대상으로 비교 연구를 진행하고 참고 문헌 수집과 정리를 통해 숙박 공유연구 배경을 심층 분석하였다. 고객여정도(Customer Journey Map), 페르소나(Persona), 서비스 블루프린트(Service Blueprint) 등 서비스디자인 연구방법을 활용하여 고객 수요를 파악하고 서비스의 문제점을 발견함으로써 서비스를 최적화하는 방안을 제시하고자 하였다. Kano 모델(Kano Model)과 잠재적 고객만족 개선지수(Potential Customer Satisfaction) 등의 연구방법으로 검증한 후 세 가지 서비스 최적화 방안을 확정하여 서비스 시나리오(Service Scenario) 모형을 통해 최적화한 성과를 도출하였다. 본 연구의 결과는 공유숙박의 사업자 식별, 서비스 요소 개선과 보다 높은 수준의 고객 체험 제공에 도움이 되며, 더 나아가 공유숙박 시장의 건전한 발전을 촉진할 것이라 확신한다.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권5호
• /
• pp.487-496
• /
• 2022

This study attempts to discover a differentiated service strategy for the hotpot restaurant industry from the perspective of Chinese Generation Z customers, as well as to further explore the inner needs of Chinese Generation Z to make practical implications for discovering the method of gaining their satisfaction and loyalty. This paper employs questionnaires to collect analytical data and through a case study to produce company strategies. Smith's Marketing Ethics Sequential System Model (SMESSM) is introduced in this paper for the decision of whether the case study company Haidilao Hot Pot should make a new strategy on service based on Generation Z's consuming behavior. The findings of this study demonstrate that hotpot restaurant must differentiate their services for Generation Z from older generation customers to gain a sustainable development of the hotpot business. Proper differentiated service will not only improve Generation Z's dining experience but also reduce costs. This paper is the first to discuss differentiated service strategy in the hotpot restaurant business from the perspective of Generation Z customers. And a Chinese experience of SMESSM for practical use is introduced in this paper, which enriches the relevant implications for future research on business strategy.

• International journal of advanced smart convergence
• /
• 제12권4호
• /
• pp.246-259
• /
• 2023

This study explores the evolving landscape of consumer experiences in the context of pop-up stores, considering the shifts from product economy to service economy and now the experience economy. It investigates the factors influencing consumer word-of-mouth intentions by examining the interplay of pop-up store experiences, brand equity, brand charisma, and verbal intent. Using Schmitt's strategic experience modules and the Aaker brand equity model, the study employs quantitative methods and data analysis to uncover the relationships among these variables. Surprisingly, it finds limited associations between the aspects of the pop-up store experience and brand equity. However, it highlights the direct impact of brand equity on brand charisma, which subsequently influences consumers' intentions to share brand-related information. This research contributes to our understanding of word-of-mouth marketing for pop-up stores, filling a knowledge gap and offering valuable insights for academics and businesses navigating the evolving marketing landscape. It also emphasizes the significance of brand charisma in the context of transient in-store experiences and evolving consumer preferences.

• 한국IT서비스학회지
• /
• 제8권1호
• /
• pp.29-45
• /
• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• 한국산학기술학회논문지
• /
• 제20권2호
• /
• pp.552-561
• /
• 2019

본 연구에서는 해양 레저스포츠 체험센터가 제공하는 안전교육과 응급처치 대처능력, 체험만족도에 관한 구조적 관계 모형 검증을 규명하기 위하여 K도 S시에 위치한 해양레저스포츠 체험센터를 이용하는 남녀 307명을 대상으로 조사하였다. 자료수집기간은 지난해 6월 15일부터 8월 30일까지 조사를 받았다. 수집된 데이터는 SPSS/PC+ 20.0 및 Amos 16.0에 의해 통계적으로 분석되었다. 연구결과는 다음과 같다. 첫째, 해양레저스포츠 체험센터가 제공하는 안전교육이 응급처치 대처능력에 영향을 미치는 것으로 나타났다(t=3.425, p<.001). 둘째, 해양레저스포츠 체험센터의 안전교육은 체험 만족도에 영향을 미치는 것으로 나타났다(t=3.751, p<.001). 셋째, 해양레저스포츠 체험센터의 응급처치 대처능력은 체험 만족도에 영향을 미치는 것으로 나타났다(t=6.781, p<.001). 본 연구의 가설 검정을 위한 측정모형은 적합지수 .90이상으로 적합한 것으로 나타났다(GFI=.978, NFI=993, CFI=984). 이러한 연구 결과를 감안할 때, 해양 레저스포츠 체험센터를 이용하는 고객들은 의무적으로 안전교육을 받아야 해양 레저스포츠를 보다 안전하게 즐길 수 있고, 삶의 질을 높일 수 있기 때문에 안전교육 확대가 필요할 것으로 사료된다.

• The Journal of Asian Finance, Economics and Business
• /
• 제9권2호
• /
• pp.229-242
• /
• 2022

Creating a new retailing environment to meet the seamless experience requirements of consumers is a challenge for Omnichannel-related businesses. Based on the "appraisal-emotion-response" chain, the purpose of this research is to explore the psychological mechanism of omnichannel integration influencing customer retention and the moderating effect of customer showrooming experience. This research uses a structural equation model in partial least square software to analyze a two-stage survey (Study 1: n = 210; Study 2: n = 342) conducted in China. The results show that channel control experience has three dimensions: perceived channel attribute familiarity, channel type matching, and cross-channel access convenience; consistent interactive experience has two dimensions: information cross-channel consistency and cross-channel service support. Furthermore, both channel control experience and consistent interactive experience are favorable for customer retention through increased customer satisfaction (transactional and retailer satisfaction). Finally, customer showrooming experience positively moderates the relationship between consistent interactive experience and customer satisfaction. This research proposes a self-regulation process model to explain how omnichannel integration enhances consumers' experience, finally leading to consumer retention. The findings contribute to the omnichannel retail business literature and provide management implications for Asian retailers to implement an omnichannel business strategy.

• 유통과학연구
• /
• 제17권2호
• /
• pp.91-100
• /
• 2019

Purpose - The importance of customer experiences has been increasing in retail industry as wells as theme park industry. The purpose of this research is to investigate relationships among brand experience, customer perceived value and brand support behavior in theme park industry. Furthermore, we tried to examine the moderating effects of interaction with customers in the relationships between brand experience and customer perceived value. Besides, we provided some implications for not only the theme park industry but also other service industries such as retail industry. Research design, data, and methodology - The research model has nine hypotheses, and we examined them empirically in this study. Five hypotheses were about relationships among theme park brand experiences, customer perceived value, and brand support behavior. The other four hypotheses were about the moderating effects of customer interactions in the causal relationship between brand experiences and customer perceived value. A total of 167 samples who had visited the theme park were surveyed and the hypotheses were tested with the statistical package programs such as SPSS 21.0 and AMOS 21.0. Results - The results of this study are as follows. First, it was proved that theme park visitors' sensory experience, emotional experience, and cognitive experience have significant positive effects on perceived value, although the hypothesis about the causal relationship between behavioral experience and perceived value is not supported. Second, the customer perceived value has a positive effect on brand support behavior. Third, customer interaction has a positive moderating effect between brand experiences and perceived value, except for behavioral experience. Conclusions - Based on the results of this study, there can be following significances and implications from both theoretical and practical perspectives. First, we confirmed the importance of experiential marketing in other service industries such as retail industry as well as the theme park industry. The marketing managers in these industries need to design various experience programs considering the various characteristics of experiences such as sensory, emotional, and cognitive experiences. Second, it will be necessary for the theme park managers to encourage active participation of customers, and raise the level of interaction between employees and customers.

• 경영과정보연구
• /
• 제32권4호
• /
• pp.225-254
• /
• 2013

브랜드 경험에 관한 주요 척도의 개발이나 일부 제품에의 적용은 국내외의 연구에서 이루어 졌으나, 서비스 분야에의 적용은 아직 미진한 실정이다. 본 연구는 의류소매 서비스 분야에서 고객과 브랜드의 관계의 질과 강도에 브랜드 경험의 구성요소인 감각적, 감정적, 행동적, 지적 경험이 미치는 영향을 조사하고 있다. 연구 결과, 브랜드의 관계의 질에 미치는 브랜드 경험 하위차원들의 영향은 모두 유의하였다. 상대적으로 감각적 경험이 가장 큰 영향을 미쳤으며, 이는 본 연구에서 의류 소매매장 브랜드를 다루고 있기에 나타난 결과인 것으로 추정된다. 연구의 결과는 기존의 개별 제품 브랜드에서 적용되던 브랜드 경험효과 연구를 소매 서비스업에 확장할 수 있었다는 점에서 의의를 가지며, 향후 다양한 서비스 브랜드들의 고객경험 및 체험 관리에 대한 지표를 마련하는 데에도 도움을 줄 수 있을 것으로 기대한다.