• 유통과학연구
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• 제13권9호
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• pp.71-79
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• 2015

Purpose - The purpose of this paper is to find out the effect of changes in the differentiated "servicescape" on the business performance in the hair salon industry using a case study. For this, we selected hair salon M located in Suwon. The shop is innovatively different from existing shops in terms of spatial layout and functionality. We conducted in-depth research, beginning with the launch of the shop concept through investment and ongoing stable sales. Research design, data, and methodology - The M hair salon is a start up shop providing a differentiated servicescape (physical environment where the service takes place) located in Suwon, Yeongtong-gu. We conducted research to investigate how spatial layout and functionality of the servicescape impact customers' perceived quality. The interview period and case analysis was May 2014 through March 2015, covering 11 months. To conduct the case analysis, we analyzed the spatial layout and functionality of existing shops and interviewed customers and experts about the difference between hair salon M and existing shops. Results - Our results found clues to the positive effect of spatial layout and functionality among servicescape factors on perceived service quality at the salon. The shop showed a fast payback of the principal investment, growth potential in contrast to competitors near the salon, and 45 percent returning customers. The problem with the spatial layout at existing shops was that customers were aware of the way other people were looking at them, since viewing angles overlapped, therefore there was a limitation to the relationship intensity with an exclusive hair designer. In contrast, the layout of the stands at the M salon kept the number of dressing stands limited to maximize the customer's emotional response. Additionally, because of the new layout of dressing stands hiding other customer voices and appearance in the salon, customers perceived their service space as independent. Therefore, they did not have to focus on their personal emotional response, which was one of the advantages of the new layout. Conclusions - This study conducted case study analysis by offering a new perspective focusing on spatial layout, previously not considered as an independent variable of quality evaluations and customer satisfaction in existing literature on hair salon management. Therefore, this study contributes to the field by offering an opportunity to discover the causal relationships between the overlooked physical environment and a customer's perceived quality. However, a process objectifying the results of the study through empirical analysis and hypotheses is needed to overcome the limitations of the case study approach and generalize the results. Moreover, it would be beneficial to conduct further empirical study of the relationship between the spatial layout provided in the case and a customer's emotional response and change in mood. In addition, an analysis is needed regarding how customers feel about the factors using the Kano Model. These suggestions would be considered in further study.

• 패션비즈니스
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• 제11권3호
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• pp.46-58
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• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• 유통과학연구
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• 제21권3호
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• pp.101-111
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• 2023

Purpose: The first purpose of this study is deriving in-store characteristics that affect the experience of customers using unmanned stores and reveals the value of major services that customers feel and experience. Also, an empirical analysis is conducted on the effect of intelligent consumption value after using unmanned stores on consumption emotions and continuous use intention, and the modulating effect of customers' untact tendency on environmental characteristics and the value of intelligent services is verified. Research design, data and methodology: Samples were taken from 186 people who visited the unmanned store from April to June 2022 to investigate the research model. Results: It was found that the environmental characteristics of unmanned stores had a positive effect on the intelligent service value. Also, the higher the value of intelligent service, the stronger the influence on consumption emotions, and the higher the value of the intelligence service and consumption emotions, the stronger the impact on the intention to use intention. The untact propensity played a role in controlling the relationship between ease of using technology and the intelligent service value and the relationship between spatial arrangement and functionality and intelligent service value. Conclusion: In order to improve unmanned store service in the trend of spreading unmanned stores, it is necessary to not only improve the technology using convenience in terms of store environmental characteristics but also create innovative consumption experiences in terms of space layout, function, and convenience of payment.

• 한국조리학회지
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• 제13권4호
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• pp.256-268
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• 2007

This research examines how various dimensions of physical environments influence employees' emotional responses in restaurants, and how these emotional responses, in turn, influence employees' group cohesiveness. The result of empirical research indicates that restaurant physical environments have a significant effect on employees' emotional responses, and that these psychological experiences serve as critical mediators in the physical environment-group cohesiveness relationship in restaurants. However, the effects of physical environ-ments of restaurants on employees' psychological responses varied with the dimensions of physical environ-ments. First, the effect of spatial layout and functionality on pleasure and dominance was significant, not on arousal. Second, ambient factors influence on all dimensions of emotional responses, including the arousal level. In turn, all dimensions of emotional responses have significant effects on employees' group cohesive-ness. Therefore, the result suggests that restaurants should manage(or, improve) their physical environment conditions for inducing employees' positive emotional responses.

• 유통과학연구
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• 제16권6호
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• pp.65-75
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• 2018

Purpose - The exhibition is one of the critical distribution channels that leads to mass sales of products. Servicescape is considered as an effective means facilitating consumers' purchasing behavior. The objective of this research is to examine the effects of servicescape of the exhibition on consumer's purchasing behavior measured by time spent, the number of consultations, the number of items purchased, and amount of money spent. Research design, data, and methodology - Servicescape was divided into four main components: 'spatial layout/functionality', 'ambient condition', 'design/artifacts', and 'human factor'. Based on previous studies, this study hypothesized that servicescape dimensions first influence consumer's shopping duration and the number of consultations which in turn, affects consumer's actual purchase. A total of 407 samples were collected from attendees in Baby Expo taken place in Kyunggido, South Korea. The data were used to assess overall fit of the proposed model and test hypotheses using structural equation modeling. All the constructs had acceptable levels of composite reliability and convergent and discriminant validity. Results - The results showed that except for 'spatial layout/functionality', all components of servicescape had a significant influence on consumer's shopping duration in the exhibition. Except for 'design/artifacts', other factors of servicescape did not show a significant effect on 'the number of consultations'. Interestingly, 'design/artifacts' exerted a significant negative effect on 'the number of consultations'. As expected, 'time spent' and 'number of consultations' showed significant effects on both 'the number of items purchased' and 'amount of money spent'. Conclusions - The results offer some insights into the effect of servicescape on facilitating consumers' purchasing behavior in the context of the exhibition. Theoretically, this study provides a new type of conceptual framework that verifies the relationships between not only servicescape and purchasing behavior, but also purchasing behavior-related variables. In addition, this study supports the concept of a dark side of servicescape. With regards to practical implications, this study suggests that exhibition organizers should put more efforts in facilitating consumer's desire to stay. More importantly, organizers need to keep in mind that excessive emphasis on 'design/artifacts' to increase consumers' shopping duration can cause a side effect that reduces opportunities for interactions with customers.

• 한국실내디자인학회논문집
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• 제17호
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• pp.65-72
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• 1998

This study intends to analyze the various spatial structures and characteristics of the museum based on the two of the Renzo Piano's recent projects Menil Collection '||'&'||' Museum and Beyeler Foundation Museum Which defined the direction of the "Third Generation" in museum architecture with reference to the quality of spatial experience and design applications. Comparison and analysis were done on the basic spatial organization floor layout accessibility exhibition area lighting plan and circulation between the two museum. Through the itemized common characteristics of the museum the architect's proposal on meaning and direction of the new museum architecture can be viewed. The contemporary museums distinguish themselves quite clearly from their predecessors and this applies both to their own form and to their spatial organization. As the public demands and requests toward the museum building facility expand everyday the architect must respond by providing multiple types of space where people can experience different atmosphere in each area. One concept he used to create multi experienced area was manipulation of the natural light using by the state-of-the-art techniques of the light filtering system and multi-layering roof system to protect the valuable collections against the direct sunlight. But mainly it was to prove his strong belief in "architecture of light" by creating space with minimized meaning by purposely distinguished area in order to provide maximum support to the physical value of the collection " The connection with nature" is another concept which Piano used to provide the public a tranquil experience through out the architecture which engages in a lively dialogue with art. In spatial organization Piano concerned on functionality which not only concentrated on the visitor's point of view but also on the museum staff's comfort. Unlkie the traditional museum he alternates various size of exhibition areas for spatial hierarchy. Specially the spatial flexibility that the temporary exhibition areas are able to be expanded to the permanent exhibition areas by adjoining t재 spaces differentiate Piano's new museum from the rest. museum from the rest.

• 한국실내디자인학회논문집
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• 제23권6호
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• pp.169-177
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• 2014

The purpose of this study is to analyze the design characteristics of Hanok hotel. This study was approached by using theoretical investigation and a field survey. The field survey analyzed the current situations by conducting the master plan layout, architecture and interior design of the Hanok hotel. The field survey was tested by examining four different Hanok hotels from February 2014 to July 2014. After all, the results were analyzed based on given categories. The results of this research can be summarized as following. First, the characteristic of the master plan layout in Hanok hotel was appeared as "ㄷ" and "ㅡ" shapes. Those layouts were based on the spatial and the functional aspects of Hanok hotel facilities. Second, three different structural methods such as the korean traditional wooden structure, concrete, and masonry method were used in Hanok hotel construction to deliver the traditional architecture aspects while considering the functionality and convenience of the building. Third, most of Hanok hotels had the limited furniture range. The consideration of using several types of traditional furniture in different rates of the guest rooms help to increase the service quality and customer's satisfaction. Fourth, there were no diversity of using materials and colors in Hanok hotels that only few of them were used to express the traditional look. Fifth, the local characteristics were found in several Hanok hotels. To reflect the local characteristics in Hanok hotel is to construct a suitable environment to fit in nature and also it is easily to convey the local culture to others.