• Proceedings of the Safety Management and Science Conference
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• 2008.11a
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• pp.101-114
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• 2008

Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. As a result, in this era of consumer-centered brand marketing, brand identity is surfacing as a competitive edge that a company can benefit from for a long time : this is related to the fact that people want to know why a consumer selects and purchases a certain brand out of so many others.

• The Journal of Industrial Distribution & Business
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• v.9 no.3
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• pp.89-98
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• 2018

Purpose - Despite the global economic crisis, the numbers of coffee shops used for providing a place for social and cultural interactions show an upward trend and have become an indispensable part in people's daily life in recent years. Under the circumstance of tremendous efforts of searching new management strategies and projects, the concept of servicescape(which has physical environment characteristics) may provide a better alternative. Therefore, the purpose of this study can be broadly divided into 3 key points. First is to investigate the effects of servicescape on customer satisfaction, service value and customer loyalty about Coffee Shops in Jeonju area. Second is to examine the mediating effect of customer satisfaction and service value between servicescape and customer loyalty. Third, there is evidence that indicates the moderating effect among the interaction of customer and staff, brand image and the composition of servicescape, customer satisfaction, service value and customer loyalty. Research design, data, and methodology - This study begins empirical research about users of coffee shops' services. The data of the study is collected from 285 samples of a questionnaire which has been made from Korea and analysed by IBM SPSS 24.0 and IBM AMOS 24.0. Results - The results are reported below: First of all, the composition of condition, functionality, cleanliness and aesthetic characteristics of the servicescape has a significant impact on customer satisfaction and service value. Furthermore, customer satisfaction is identified as a factor to influence service value. Moreover, customer satisfaction and service value are identified as the causal relationship with customer loyalty. Besides, customer satisfaction and service value illustrated the mediation effect between the composition of servicescape and customer loyalty. Finally, the interaction between customer and staff, brand image illustrates the moderated effect. Conclusions - The composition of servicescape contributes to the formation of customer satisfaction and enhancing the customer's perceived service value in coffee shops. By meeting diverse and complex needs of consumers in coffee shop, the service value will not only attract loyal customers, but also increase customer loyalty and profitability. In a word, managers should rely on servicescape to enhance service experience by making differences with other competitors.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.12 no.5
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• pp.163-175
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• 2017

The purpose of this study is to find out how to improve the brand image and loyalty of cafe by recognizing that social culture of middle school cafe, which is an important service quality in cafe establishment, emerges as a main characteristic of new coffee business. First, reliability, confidentness, professionalism, accessibility, and socio - culturality of the service quality of coffee specialty shops improve brand image. Confidence and professionalism play an important role in enhancing brand loyalty, and brand image has a significant effect on brand loyalty. Respectively, Among the service quality, social culture has a strong influence on brand image but it is not a direct influence on brand loyalty. Second, in the relationship between brand loyalty of coffee service quality, brand image shows full mediation effect on reliability, partial mediation effect on confidence, professionalism, accessibility, socialcultural property, and mediation effect on response and empathy. Third, as a result of analyzing the moderating effects of coffee shop types on the relationship between service quality and brand image of coffee specialty shops, reliability, confidentiality, and accessibility are positive factors in the nationwide franchise. On the other hand, in the private $caf{\acute{e}}$, professionalism and socio-culturality are the main factors for improving the brand image. In the case of the local franchise, similar to the franchise in the country, the improvement of service quality for responsiveness and professionalism is a positive factor Respectively. As a result, nationwide franchise $caf{\acute{e}}s$ have priority in enhancing brand image and brand loyalty through accessibility and assurance of service quality. On the other hand, in case of local franchise $caf{\acute{e}}$, it can be seen that the service quality is enhanced and the brand image and brand loyalty can be further improved through service professionalism and accessibility. On the other hand, regional cafes are more important than national franchises or local franchise cafes, and a strategy to enhance customer loyalty is needed through service strategies emphasizing socio - cultural aspects.

• Culinary science and hospitality research
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• v.22 no.3
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• pp.44-54
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• 2016

This study examined the factors that affect the relationship between low price coffee shops service quality and brand image, and rrevisit intention. A total of 225 questionnaires were distributed to consumers, of which 210 were deemed suitable for analysis after the removal of 15 unusable responses. In order to perform statistical analyses required in the study, the SPSS 18.0 Statistical Program was used for frequency analysis, factor analysis, and reliability analysis, correlations, and regression analysis. The results of exploratory factor analysis showed that four factors regarding service quality were extracted from all measurements with a KMO of 0.864 and a total cumulative variance of 73.235%, With regard to brand image, one factor was extracted with a total cumulative variance of 66.497% and a KMO score of 0.885. One factor for revisit intention was extracted that accounted for a total cumulative variance of 60.192% and a KMO score of 0.845. All factors were significant to 0.000 and the correlation between variables was significant. Thus, based on the results, the main research hypothesis that identifies the relationship among service quality, brand image and revisit intention was partially adopted.

• Culinary science and hospitality research
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• v.20 no.2
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• pp.232-245
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• 2014

The purpose of this study is to show that the servicescape influences customers' attitudes and behavior in retail business environments. Based on the findings from the related studies, this study proposed a model which explores how customers' perceptions of sevicescape influence customers' cognitive, affective, and conative attitudes (i.e., brand image, customer satisfaction, and revisit intention) in franchise coffee shops. In order to test the proposed research framework, the data were collected in Daegu and two other cites located in Gyeongbuk province. Descriptive statistics, factor analysis, and a series of multiple regression analysis were utilized in the study. The findings showed that the servicescape of franchise coffee shops significantly affected customers' cognitive, affective, and conative attitudes. In particular, it is found that the affective attitude (i.e., customer satisfaction) was best explained by the servicecape among the three types of attitudes. Marketing implications are also discussed based on the findings.

• The Journal of the Korea Contents Association
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• v.15 no.2
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• pp.433-443
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• 2015

This study aims to analyze key antecedents of customer loyalty based on dedication-based and constraint-based mechanisms. Our framework provides a theoretical lens of how two distinctive mechanisms influence customer loyalty in a coffee chain context. In this regard, this study examines the effects of customer satisfaction and switching costs on customer loyalty in a coffee shop market. In order to test the proposed model, data collected from 263 university students were empirically tested by using partial least squares regression. The analysis results reveal that customer loyalty is jointly influenced by both a dedication-based and a constraint-based mechanisms. Coffee quality service quality, price and value, and service atmosphere significantly affect user satisfaction. Habit and brand image were found to be the key factors of forming perceived switching costs.

• Journal of Distribution Science
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• v.9 no.4
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• pp.5-13
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• 2011

This study provides analysis of the effectiveness of domestic marketing strategies of the Korean coffee shop "Caffe Bene". It bases its evaluation on statistical outputs of 'choice attributes,' "market segmentation," demographic characteristics," and "satisfaction differences." The results are summarized in four points. First, five choice attributes were extracted from factor analysis: price, atmosphere, comfort, taste, and location; these are related to coffee shop selection behavior. Based on these five factors, cluster analysis was conducted, with statistical results classifying customers into three major groups: atmosphere oriented; comfort oriented; and taste oriented. Second, discriminant analysis tested cluster analysis and showed two discriminant functions: location and atmosphere. Third, cross-tabulation analysis based on demographic characteristics showed distinctive demographic characteristics within the three groups. Atmosphere oriented group, early-20s, as women of all ages was found to be 'walking down the street 'and 'through acquaintances' in many cases, as the cognitive path, and mostly found the store through 'outdoor advertising', and 'introduction'. Comfort oriented group was mainly women who are students in their early twenties or professionals, and appeared as a group to be very loyal because of high recommendation to other customers compared to other groups. Taste oriented group, unlike the other group, was mainly late-20s' college graduates, and was confirmed, as low loyalty, with lower recommendation activity. Fourth, to analyze satisfaction differences, one-way ANOVA was conducted. It shows that groups which show high satisfaction in the five main factors also show high menu satisfaction and high overall satisfaction. This results show that segmented marketing strategies are necessary because customers are considering price, atmosphere, comfort, taste, location when they choose coffee shop and demographics show different attributes based on segmented groups. For example, atmosphere oriented group is satisfied with shop interior and comfort while dissatisfied with price because most of the customers in this group are early 20s and do not have great financial capability. Thus, price discounting marketing strategies based on individual situations through CRM system is critical. Comfort oriented group shows high satisfaction level about location and shop comfort. Also, in this group, there are many early 20s female customers, students, and self-employed people. This group customers show high word of mouth tendency, hence providing positive brand image to the customers would be important. In case of taste oriented group, while the scores of taste and location are high, word of mouth score is low. This group is mainly composed of educated and professional many late 20s customers, therefore, menu differentiation, increasing quality of coffee taste and price discrimination is critical to increase customers' satisfaction. However, it is hard to generalize the results of study to other coffee shop brand, because this study have researched only one domestic coffee shop, Caffe Bene. Thus if future study expand the scope of locations, brands, and occupations, the results of the study would provide more generalizable results. Finally, research of customer satisfactions of menu, trust, loyalty, and switching cost would be critical in the future study.

• Culinary science and hospitality research
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• v.20 no.3
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• pp.171-185
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• 2014

This research investigates the causal relationships between the selection attributes of coffee shops and customer value and revisit intention. To do this, the statistics programs SPSS 18.0 and AMOS 18.0 were used targeting 218 college students from three universities (K, D, Y) in the Busan area. Frequency analysis, explanatory factor analysis, confirmatory factor analysis, correlation analysis, and structure model analysis for hypothesis verification were conducted to analyze the data. Based on the results of exploratory factor analysis, five factors were drawn as quality of coffee, indoor environment, service, discount, and brand. Model fidelity and validity was confirmed by implementing the confirmatory factor analysis. In addition, results of structure model analysis confirmed partial relationships among the selection attributes of the college students regarding coffee shops, customer value, and revisit intention. Furthermore, a positive relationship between customer value and revisit intention was also confirmed. Thus, this research suggests that coffee shop managers should manage in a way that customers may acknowledge the value of the expenses they pay.

• Journal of Distribution Science
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• v.10 no.12
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• pp.5-11
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• 2012

Purpose - This paper proposes measurement models to evaluate the management performance of small and medium-sized retail businesses on the basis of a trading area analysis that compares their proposed revenue to actual revenue in the trading area. Research design, data, methodology - The study proposes measurement models consisting of five stages, namely: (1) district background survey, (2) customer survey, (3) competitor survey, (4) business district survey, and (5) business performance analysis. Results - To identify business districts easily, this study preferred a minor-adjusted method based on the Euclidean distance, as it is simple to employ for the small and medium-sized businesses. This model was applied to select coffee shops in Daejeon. Results indicated that although the targeted shop was not located in an appropriate location, actual sales were higher than expected. Conclusions - Small- or medium-sized retail businesses face difficulties regarding the economies of scale and brand recognition and must choose an appropriate location to ensure management stability. However, such businesses will find it difficult to evaluate their competitive edge accurately using a trading area analysis.

• Journal of Digital Convergence
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• v.17 no.11
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• pp.105-115
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• 2019

This study was intended to analyze the effect of emotional marketing on brand awareness and purchase intention in the coffee shop and investigates how SNS usage play moderating effect roles between motional marketing and purchase intention. The results of analysis are summarized as follows. First, emotional marketing has a positive effect on purchase intention(especially, taste factor and visual facto). Second, in the analysis of the effect of emotional marketing on brand awareness, the significant influence factors were the taste factor, tactile factor, visual factor and auditory factor. Third, as a result of analyzing the effect of brand awareness on purchase intention, it was found that brand awareness had a significant positive(+) effect on purchase intention. Fourth, it was analyzed that the moderating effect of SNS usage between emotional marketing and purchasing intention is to be positive(+) influence in the all detail factors. Therefore, In the start-up stages, it may be helpful to actively use emotional marketing and SNS usage for business activation.