• Korea Journal of Hospital Management
• /
• v.17 no.2
• /
• pp.52-72
• /
• 2012

In this study, we examined the effect of customer satisfaction and switching cost on continuous use intention to suggest how organizations can retain their customers when market growth slows down and competition becomes stronger. We carefully developed and modified survey instruments through a pre-test, and subsequently surveyed 432 dental care users in Seoul and Busan areas. As a result of regression analysis, higher procedural learning switching cost, relational switching cost, and customer satisfaction were manifested in the increased continuous use intention. In contrast, higher financial switching cost and customer satisfaction with insufficient effort for information acquisition led to decreased switching intention. In addition, procedural initial switching cost and residents in Seoul led to increased switching intention. Understanding continuous use intention and switching intention is important for healthcare institutions striving to maintain market position. The findings of this study suggest a paradigm shift from conventional transactional marketing to strategic relational marketing to be effective in the healthcare environment today.

• Journal of the Korea Society of Computer and Information
• /
• v.23 no.8
• /
• pp.115-121
• /
• 2018

This study inquires into employee's intent to leave in South Korean dental clinics. A systematic research was undertaken on theories of leadership types, job satisfaction, organizational commitment and empowerment, and then interaction between these variables was verified based on quantitative data by using Structural Equation Model (SEM). The findings suggest that making improvements of empowerment, job satisfaction, and organizational commitment demand individualized consideration and charisma, the components of transformational leadership. As a way to reduce turnover intention, the role of job satisfaction and organizational commitment was more influential than that of empowerment. Also, a combination of charisma of transformational leadership and contingent reward of transactional leadership turned out to be the ideal leadership type to reduce turnover intention. Lastly, the harmony of individual goal with that of organization, apparent documentation of reward system, and stress control were recommended as practical solutions to improve organizational profitability and effectiveness and to reduce turnover rate in dental clinics.

• Korean journal of food and cookery science
• /
• v.22 no.2 s.92
• /
• pp.250-257
• /
• 2006

Foodservice industry and distribution business could make mutual prpgress when they join forces in responding to environmental uncertainty in an efficient manner. The purpose of this study was to examine the relational characteristics of domestic food service businesses and distribution firms in conjunction with the distribution channels and ensuing conflicts between them, to present possible alternatives on and how they should communicate with each other to achieve a satisfactory result. The relational characteristics and ensuing conflicts of food service businesses and distribution firms appeared to be significantly characterized by incongruities of target, role and perception. The types of relational characteristics that were triggered by the disagreement of roles and perception combined to decrease the intensity of the relational commitment. A satisfactory transactional relationship served to ease their conflicts caused by perceptual disagreement, and the soos of conflicts that were rooted in the discord of roles and of perception that increased the degree of relational commitment. As for relational performance, relational commitment, satisfaction with distribution channel and satisfaction with suppliers allowed them to maintain their relationship on a long-term basis.

• Journal of the Korea Safety Management & Science
• /
• v.12 no.1
• /
• pp.161-168
• /
• 2010

This paper presents a six sigma project for improving customer satisfaction of a franchise store. The project follows a disciplined process of five macro phase : define, measure, analyze, improve, and control(DMAIC). Due to the limitation of existing methodologies, numerous difficulties arise during the six sigma application to transactional processes. This paper expected to be helpful to service industry in which is very difficult to measure and implement.

• Health Policy and Management
• /
• v.16 no.3
• /
• pp.1-18
• /
• 2006

The organizational effectiveness of hospital in various environmental fluctuations is a large and complex problem. Hospital CEO leadership characteristics may be a critical determinant of employees' job satisfaction and turnover intention. Several empirical studies on transformational leadership found that transformational leadership behaviors were positively related to workers' job satisfaction and turnover intention. Very little research related to this subject has been done in health care settings in Korea. The author explores the relationship between hospital CEO leadership style and its effect on job satisfaction and turnover intention among the all staffs of general hospital. The relationship of hospital CEO leadership style to employees' job satisfaction was investigated using the Bass's leadership paradigm of transformational and transactional leadership. The Multifactor Leadership Questionnaire(MLQ) and the index of job satisfaction and turnover intention were completed by 493 hospital employees(doctors, nurses, hospital administrators, technicians, and assistants). The findings show a similar trend to the previous studies. Hospital CEO leadership behaviors and employee outcomes were significantly correlated. Correlations showed a significant positive relationship between those hospital CEO exhibiting a transformational leadership style and the job satisfaction of their staffs. The results of multiple regression analysis indicate that the effect of charisma in transformational leadership behaviors is more higher than other variables. Transformational leadership style may be a more effective strategy and have a greater effect on staff outcomes, attitudes and behaviors. The findings of this study reveal implications for efficient hospital management and the importance of understanding relationship between hospital CEO's leadership style and subordinate behaviors in the context of CEO's desirable role and function for hospital strategy planning and future direction.

• Journal of the Korean Institute of Landscape Architecture
• /
• v.38 no.3
• /
• pp.62-74
• /
• 2010

This study aims to examine what factors citizens value in urban parks and green spaces in terms of usage and aesthetic value and to find ways to deal with the changing patterns of user satisfaction for these various green elements. To achieve this, the study developed a dynamic model employing a transactional approach to evaluate environmental quality for 1999 and 2007 in Anyang City as well as a conceptual model of parks and greens satisfaction. This study relied on an empirical study method including the 1999 and 2007 green conditional survey and citizen questionnaires totaling 573 in the year 1999 and 982 in the year 2007. As a result, first, the factor 'urban parks' is the most important factor and 'cityscape' is the second most important factor in parks and greens satisfaction(PGS). Second, PGS in turn causes environmental quality satisfaction(EQS), which is related to two items--'urban livability' and 'aesthetic quality'--in the model. This means that PGS is the intervening variable of urban livability. Third, the factor analysis resulted in six factors: cityscape, urban green, linear facilities, urban parks, riverside green, and urban forest. 'Riverside green' emerged as a factor in 2007 as a result of public participation in the 'Anyang River Revitalization Project'. Fourth, through a transactional view, the environmental changes result in either a change in or stability of public attitude. The levels of satisfaction were elevated but patterns of satisfied-unsatisfied items remained unchanged for most factors. The perception of riverside a greenway and linear surface facilities(pedestrian walkways, biking and jogging trails, etc.) have changed positively. PGS changed significantly in 2007, as a result of urban events and development, including parks, rivers and greenways which were built through the joint effort of the local government and civic participation.

• The Journal of Asian Finance, Economics and Business
• /
• v.9 no.2
• /
• 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.

• Journal of Korea Port Economic Association
• /
• v.29 no.3
• /
• pp.175-207
• /
• 2013

The purpose of this study is to examine the effects of the interdependent partnership between liner shipping companies and port-related service firms on the service quality and transaction performance. The empirical analysis found that sharing information and mutual trust of partnership factor positively affected service quality of the port-related service firms, but the communication had negative effects on it. The interdependence had the interaction effect between the partnership and the service quality. Also, the service quality affected satisfaction of transaction and re-purchasing of the shipping companies. This study shows that the partnership to be formed mutual dependent relationship between shipping companies and the port-related firms improve the service quality of shipping service network and enhance transactional satisfaction of both parties.

• The Journal of the Korea Contents Association
• /
• v.17 no.8
• /
• pp.490-505
• /
• 2017

The purpose of this study was to analyze the research trend of transformational leadership published in domestic journals in the last 10 years and to find some implications for future research. For this purpose, 337 research papers on transformational leadership from 2007 to 2016 were reviewed. This study used descriptive statistics by frequency and percentage and a network text analysis method. The findings of the study are as follows. First, the annual average number of papers published was 33. Second, 'human resource management research' was the most common topic. Third, most of the research subjects were business employees. Fourth, the research method trend analysis showed that the highest proportion was in the quantitative research. Fifth, 'transactional leadership' showed the highest frequency as a result of analyzing the keywords presented in the abstract of the paper. Sixth, as a result of analyzing the network texts, those having the trend of being analyzed with a close connections were 'transactional leadership', which had the highest connection to transformational leadership, showing the closest relationship with 'role satisfaction'.

• Journal of Korean Library and Information Science Society
• /
• v.46 no.2
• /
• pp.29-48
• /
• 2015

The aim of this study is to analyze the functional ego state of public librarians who should take a role of an information intermediary for children and young adults through the ego-gram which is suggested in transactional analysis theory and review their limit and feasibility as instructors. As a result of analysis, the whole ego state type of public librarians is founded to be N-type(Nightingale type) like NP-AC-A-CP-FC. The characteristics of this type can be interpreted as 'to show the tendency of self-denial in spite of their dedication.' So, the public librarians have to do their best to develop A(Adult), CP(Critical Parent) and FC(Free Child) ego state to take the requirements and behaviors of children and young adults in nurturing attitudes and enhance their autonomy and creativity through active mutual interaction. Improving A and FC is also very helpful to decrease their stress and raise their job satisfaction.