Effects of the Personality Traits of Hotel Chefs and LMX on Innovative Behavior (호텔조리사의 성격특성과 LMX가 개인혁신행동에 미치는 영향)
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- Culinary science and hospitality research
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- v.19 no.5
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- pp.59-75
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- 2013
This paper investigated the effects of hotel chefs' personality and leader-member exchange(LMX) on innovative behavior. The sample for the study is 300 chefs extracted from four five-star hotels in Busan metropolitan area. Self-administrated questionnaires are distributed and 267 usable ones are collected and used for the analyses. The findings of the research are as follows, First, hotel chefs' personality consists of neuroticism, openness, friendliness, conscientiousness and extroversion. Second, hotel chefs' LMX consists of attachment, loyalty, a sense of contribution and respect. Third, hotel chefs' openness, considerateness, and leadership positively affect hotel chefs' LMX and hotel chefs' introversion negatively affect hotel chefs' LMX. Fourth, hotel chef's innovative behavior is affected by hotel chef's attachment, loyalty and respect.
In the ever competitive world airline industry, Korean Air has been seeking on the one hand to streamline its operations through cost control and at the same time to boost customer loyalty and retention through a strong service differentiation strategy. As part of their service differentiation strategy, Korean Air has been actively engaging in culture marketing campaign. Their main activity involves entering into an alliance with the three leading museums of the world. Beginning with the Luvre of France, Korean Air supported the development of voice narration system that included the Korean language. This case describes the efforts of Korean Air to go beyond simply being a company that transports people and packages, to a global leading carrier that links the cities, cultures, and arts of the world. In the process, the case introduces the strategies and detailed actions behind Korean Air's culture marketing efforts.
Customer Contact, defined as "the extent of interpersonal interaction between customer and service provider", is recognized as an important contributor to the perception of service quality, which in turn brings positive impacts on customer satisfaction, customer retention and loyalty especially in service contexts. The major purposes of this study are to explore the dimensionality of customer contact construct, to access the influences of customer contact dimensions on service quality dimensions, and to evaluate the relative importance of customer contact dimensions on service quality. Data from 388 customers of hotels at youngdong area in Kangwon-do were analyzed with major findings and their implications for service companies including hotels are as follows. First of all, the results of factor analysis show that customer contact is constructed with two dimensions, namely communication time and contact proximity. Secondly, overall customer contact is found to have positive effects on customers' perception of overall service quality and each dimension of customer contact has significant effects on overall service quality. Third, contact proximity dimension has relatively more important contributors than communication time has on overall service quality and four dimensions of service quality.
Overview of Research: Product availability is one of important competences of store to fulfill consumer needs. If stock-outs which means a product what consumer wants to buy is not available occurs, consumer will face decision-making uncertainty that leads to consumer's negative responses such as consumer dissatisfaction on store. Stockouts was much studied in the field of academia as well as practice in other countries. However, stock-outs has not been researched at all in Marketing and/or Distribution area in Korea. The main objectives of this study are to find out determinants of consumer responses such as Substitute, Delay, and Leave(SDL) when consumer encounters out-of-stock situation and then to examine the effects of these factors on consumer responses. Specifically, this study focuses on situational characteristics(e.g., purchase urgency and surprise), store characteristics (e.g., product assortment and store convenience), and consumer characteristics (e.g., brand loyalty and store loyalty). Then, this study empirically investigates relationships these factors with consumers behaviors such as product substitution, purchase delay, and store switching.
Properly designed and well-executed services enable e-commerce companies to capture the unique needs and preferences of customers, help them build customer loyalty, and thereby, strengthen their competitiveness in the marketplace. An object of this study is the new open-market company and it has only 3 percent of the market share. Therefore, it is needed to raise the market share by improving the service qualities. This article presents a six sigma project for service quality improvement in the open-market company. This study was carried out based on five steps of DMAIC which is six sigma technique. First, a defect rate was defined as unsatisfaction rate. In addition, 50-people data was analyzed and it was shown that the defect level was 2.5 sigma level. In this study, in order to raise the sigma level, novel eight action items were determined based on SIPOC, FDPM, cause and effect diagram, matrix chart, Pareto chart and statistical analysis.
The changes new technologies have brought to banking over the past decade are enormous in their impact on the ways of doing business and providing customer services, most notably in the areas of customer service channels. Banks have been trying to move away from the traditional, branch-based and costly staff-assisted channels toward self-assisted channels, i.e. internet banking and mobile banking, to drive down costs and improve customer loyalty. How internet and mobile have reshaped the user experience of banking service channel? To provide valuable insights for this question, this research investigates and compares customer's channel choice behavior and profit changes from bank's branch closure. Applying the propensity scoring matching method, the results of analysis demonstrates that the mobile channel can be a realistic alternative to conventional branches. Also, the reserch result shows banks can reduce conventional branches while experiencing a positive implications on their profits from the customers. Another significant implication from the research is, to accelerate the shift to digital channels, banks need to put more efforts on developing functions in the mobile channel that will allow friendly interaction with customers and consultation, such as video consultation, interactive chat, and location-based product recommendation.
This study examined motivation to use omni-channel services on mobile devices in fashion stores and the effects of such usage motivation on brand purchase intention through continuous and affective commitment. Data were collected on consumers in their 20s and 30s who experienced omni-channel services during shopping for or purchasing fashion products. An online survey asked 413 consumers to rate their brand purchase intention. Sub-levels of each variable were examined using SPSS 25.0, followed by confirmatory factor analysis using AMOS 19.0. In addition, path analysis using structural equation modeling was applied to analyze associations between variables. The statistical results were mixed. First, only two dimensions of usage motivation for omni-channel services, hedonic and relational motivation, had positive effects on continuous and affective commitment. Second, continuous commitment had a greater effect on purchase intention of brands that provided omni-channel services than it did on affective commitment. Third, of the dimensions of usage motivation, utilitarian motivation had a direct influence on purchase intention in the modified model, while social motivation did not affect service commitment and purchase intention. Finally, our findings suggest that brand loyalty can be built by encouraging service commitments through hedonic and relational motivation, based on the usability of omni-channel services.
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.
The principal objective of this study was to determine how the internal marketing of the contract foodservice management company affects job satisfaction and organization immersion, as well as the influence of the satisfaction of internal customers (employees) has on job satisfaction and organization immersion, and the function as a preceding variable that improves service quality. T-test, ANOVA, and linear regression analysis was conducted to analyze the hypotheses of the study. The summary of study as per the result of this corroborative study is presented as follows: It was verified that internal marketing affects organizational immersion and the job satisfaction of employees, and job satisfaction plays a crucial role in organizational immersion. Moreover, it was also confirmed that the higher the internal marketing is, the higher the job satisfaction and organization immersion will be, thereby improving the service quality provided by employees. If enterprise regards employees as internal customers and constantly and efficiently conducts internal marketing activities such as internal communication, training, welfare, compensation, delegation of power, supporting the management, etc, the organizational immersion and job satisfaction of employees will be heightened, thereby enhancing loyalty and pride in the organization to provide services with better quality.
This study presents how the recognition of nail care shop's SNS information and nail care service's quality affects to customer's satisfaction, with 257 women who is aged between 20 and 50, with survey. The recognition of nail care shop's SNS information is comprised with understanding, utilization, and loyalty. The recognition of nail care service's quality is comprised with external service, internal service, and the service attitude of employee. All the factors are verified with feasibility study and reliability test. The information about nail care service can be found at the internet and SNS most. The recognition of nail care shop's SNS information has positive effect with the satisfaction of SNS, and the recognition of nail care shop's quality has positive relationship with the satisfaction of nail care service. The various utilization of SNS service with systemic service attitude of employee can lead to positive effect of promoting a nail care shop.
shows the research model of this study. To accomplish above-mentioned research objectives, the following ten hypotheses were proposed and verified : is the estimation results of l\1NL model, and
shows the marginal effects for each determinant to consumer's responses(SDL). Significant statistical results were as follows. Purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty were turned out to be significant determinants to influence consumer alternative behaviors in case of out-of-stock situation. Specifically, first, product substitution behavior was triggered by purchase urgency, surprise, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Second, purchase delay behavior was led by purchase urgency, purchase quantities, and brand loyalty. Third, store switching behavior was influenced by purchase urgency, purchase quantities, pre-purchase plan, product assortment, store price image, brand loyalty, and store loyalty. Finally, when out-of-stock situation occurs, store convenience and salesperson service did not have significant effects on consumer alternative responses.
A Study on Improvement of Market Share Rate in Open Market through Service Quality Improvement
(서비스 품질 개선을 통한 오픈 마켓의 시장 점유율 향상에 관한 연구)
How Internet has Reshaped the User Experience of Banking Service?
Effects of usage motivation for omni-channel services on continuance and affective commitment and brand purchase intention
(옴니채널 서비스 이용 동기가 지속적 몰입과 정서적 몰입 및 브랜드 구매의도에 미치는 영향)
An Application of Smith's Marketing Ethics Sequential System Model to Generation Z Consumers: A Case Study of Hotpot Restaurant Chains in China
A Study on the Job Satisfaction, Organization Immersion and Recognition on Internal Marketing of the Contract Foodservice Management Company Employees
(위탁급식업체 종사원의 내부마케팅에 대한 인식도, 직무만족도 및 조직몰입에 관한 연구)
Study on SNS Information and Quality of Service
(SNS 정보와 네일서비스 품질 및 만족도 관련 연구)
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