• Health Policy and Management
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• v.26 no.2
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• pp.115-124
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• 2016

Background: This study aims at making a survey on health care service providers' cultural competence and making an appraisal of Chinese medical tourists on service quality, health care service providers' cultural competence, perceived value, and satisfaction. Methods: The data was collected from August until November, 2014 and 150 health care service providers and 65 Chinese medical tourists from 12 medical institutions in Daegu were enrolled in analysis. Results: The results showed that health care service provider's knowledge on Chinese culture was very low with 33.5% of correct answer. Health care service providers were found to get 3.82 point on a 5 point-scale in cultural perception, 3.53 points in cultural sensitivity, and 2.85 points in cultural skills. Chinese medical tourists were analyzed to give 4.08 points on a 5-point scale to satisfaction on health care service, followed by 4.01 points to health care service quality, 4.00 points to perceived value of health care service, and last 3.85 points to a health care service providers' cultural skills. However, there was a difference in points in cultural skills between health care service providers and Chinese medical tourists. Chinese medical tourists' satisfaction with health care service in Daegu was found to be comparatively high, but in relation to satisfaction with communication, it was found to be relatively low. Conclusion: Through this research, health care service providers' knowledge level of Chinese culture and cultural skills were low while they seemed to take a half-hearted attitude towards educational experience for building up cultural competence and foreign patient service response.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.169-180
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• 2020

Globalization has led to a dramatic increase in intercultural service encounters between services providers and customers from diverse cultural backgrounds. This paper explores the causal relationship between service employees‟ cultural intelligence and adaptive sales behavior in intercultural service encounters, and the mediating effect of cognitive and emotional empathy on this relationship. A quantitative survey methodology was utilized to collect data on 341 salespeople at duty-free shops located on Jeju Island, Korea. Data analysis was conducted using SPSS 18 and Amos 18. The results show that cultural intelligence has a significant impact on cognitive empathy, emotional empathy, and adaptive sales behavior. Cognitive empathy has a positive impact on adaptive sales behavior, whereas the relationship between emotional empathy and adaptive sales behavior is not significant. Additionally, cognitive empathy mediates the relationship of cultural intelligence and adaptive sales behavior. This study has useful managerial implications for employee selection, training, and development in service firms engaged in intercultural service encounters. This study extends prior research on intercultural service encounters by exploring the direct impact of cultural intelligence on intercultural adaptation and the mediating effect of empathy, suggesting the presence of a cognitive mechanism that plays a key role in the impact of cultural intelligence on adaptive sales behavior.

• The Journal of the Korea Contents Association
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• v.18 no.11
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• pp.267-276
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• 2018

The purpose of this study is to analyze the cultural needs of foreign tourists, to investigate the cultural service elements that can be provided in 'Gamcheon Culture Village', to suggest concrete policy to improve cultural services, and ultimately to cultivate excellent international tourism culture brands in 'Gamcheon Culture Village'. In order to find out the cultural needs of foreign tourists, we conducted a case study on 'Gamcheon Culture Village' among the places where the urban regeneration proceeded. The study period was four months, and basic data were collected from foreign tourists from six countries through literature reviews, interviews and participation observation. Analysis of data was based on urban regeneration, cultural desire and service design theory, and we conducted content analysis. This study presented five cultural service goals of 'Gamcheon Culture Village'. First, it displays and promotes local characteristic culture. Second, it develops and sells cultural products. Third, it brings up a good tourist image. Fourth, it provides an unusual food. Fifth, cultural experience optimization. Through this study, it is expected to help improve the cultural service of 'Gamcheon Culture Village'.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.144-158
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• 2009

This study aims to provide the service quality which consumers want and basic data for improving their satisfaction by examining the difference among the quantity of cultural capital obtained from restaurant customers, the perception of service quality, and satisfaction. The results of the study are as follows. First, customer satisfaction is not much affected by how much cultural capital one has but by how much influence the cultural capital of parents or family has, or the institutionalized cultural capital. Second, the group that has more cultural capital objectives perceives tangibility, reliability and empathy lower than the one with less cultural capital in general while the group that has more cultural capital embodiments perceives tangibility and assurance higher than the one with less cultural capital; moreover, the group that has more cultural capital institutions perceives the service quality factor lower than the one with less cultural capital. Third, the higher the perception of the whole service quality is, the greater the satisfaction is. In this respect, it is required to offer the service to win customers' sympathy and trust as well as better external atmosphere. In addition, there should be continuous service training to foster employees' expertise and improve service quality, in order for restaurant customers to visit frequently with satisfaction and revisit intention.

• The Journal of the Korea Contents Association
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• v.16 no.12
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• pp.244-257
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• 2016

This study investigates the effect of cultural service attributes and cultural consumption propensity on the cultural services satisfaction. Data was analyzed with factor analysis, cluster analysis, one-way ANOVA, cross tabulation analysis, regression analysis with SPSS ver. 18.0. The results were summarized as follows. The importance of cultural service attributes according to the type of cultural consumption patterns varied. And the cultural service attributes has positive influence on cultural services satisfaction in performance and exhibit. The result of this study can be used as a basic data for cultural service satisfaction by helping the understanding of increasing consumer satisfaction.

• Journal of Information Technology Services
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• v.10 no.4
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• pp.103-117
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• 2011

Recently, the service innovation is getting interests among innovation researchers. After reviewing the Lancasterian approach concerning the service innovation, this paper explains concretely the innovation in the cultural industry, specifically online game industry, using Lancasterian approach. Combining Lancasterian approach and the value chains in the cultural industry systematically, we draw both implications in theory and policy. Theoretically, the innovation in the cultural industry needs interdisciplinary research due to the inclusion of diverse innovation natures-technical, content, and marketing innovation. Also this paper suggests policy makers to apply research and development(R&D) concept in the manufacturing sector to the cultural industry in which content R&D means the creation of new concepts or new development of the service.

• Journal of Korean Society for Quality Management
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• v.46 no.3
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• pp.607-624
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• 2018

Purpose: The purpose of this study is to present the success of cultural tourism service as visitor loyalty to service and to present the cultural attribute evaluation attribute (HISTOQUAL), experiential flow and tourism satisfaction as determinants effecting loyalty through literature review. Based on this, this study aims to suggest academic and practical implications for revitalizing cultural tourism services and enhancing competitiveness. Methods: This study collects data from visitors to cultural heritage tourist sites and analyzes them empirically. This study conducted a small preliminary sample survey to improve the reliability and validity of the measurement tool, and revised and supplemented the measurement tool on the basis of it. The data collected in this study were analyzed using SPSS 22.0 and the hypothesis was verified through the analysis. Results: The results of this study are as follows; First, the service quality of cultural heritage tourism has a positive effect on the experience flow. Second, the service quality of cultural heritage tourism partially effects tourism satisfaction. Third, it was shown that the experience flow of tourists have a positive effect on tourism satisfaction. Fourth, the experience flow of tourists and tourism satisfaction have a positive effect on loyalty to tourist destination. Conclusion: According to this study, it is the meaning of this study that the cultural tourism service is understood as a attractive factor and based on this, the strategic direction for the activation of cultural tourism service is suggested.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.28 no.3
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• pp.61-73
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• 2020

This study is an empirical analysis of the cultural competencies of college students majoring in aviation services on their major satisfaction and professionalism. In order to focus on the cultural competencies of aviation service college students, who are rarely addressed in the preceding study and to see how cultural competencies have significant effects on their major satisfaction and professionalism, we divid them into six sub factors: willingness to participate, cognitive openness/flexibility, emotional control, patience with uncertainty, self-efficacy, and cultural empathy. And the mediated effects of major satisfaction on cultural competency and professionalism are analyzed to provide educational implications for cultural competency. Based on the results of this study, it is expected to apply to the education of aviation service-related departments, it will be a basic data to promote students' adaptation to the department and satisfaction of the department and to train global professional service personnel who can improve their post-employment work adaptability, job satisfaction, and service productivity.

• Journal of Distribution Science
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• v.13 no.11
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.

• Journal of Distribution Science
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• v.12 no.9
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• pp.39-45
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• 2014

Purpose - This study aims to explore whether investing in cultural centers enhances the image and performance of corporations, and seeks to identify the effects of the relationship quality of cultural centers on the relationship quality of discount stores. Research design, data, and methodology - To accomplish the objective, a survey was conducted on the users of the cultural center of NH Hanaro Club's S Branch. Regarding the questionnaires, 155 copies were distributed and 139 were used as valid data responses, which were analyzed through a descriptive statistical analysis, correlation analysis, and a path analysis with structural equation modeling. Results -Cultural centers are lifelong educational institutions revolving around females, and corporations can improve their image and performance through cultural centers in pursuit of profits. Moreover, the reliability and responsiveness of cultural centers positively influenced their relationship quality and that of discount stores. Conclusion - Customer service should be provided promptly and sincerely to achieve maximum customer satisfaction. This will boost the relationship quality of cultural centers, and positive customer evaluation will lead to better relationship quality of the discount stores.