• 산경연구논집
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• 제10권2호
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• pp.39-49
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• 2019

Purpose - Customer loyalty and citizenship behavior are key success factors of franchise system. They make the management of franchisee more effective and efficient. Prior studies, however, mainly dealt with only acquisition utility of customer, such as perceived product/service quality and brand reputation to explain customer loyalty and citizenship behavior, which explains only on one side. We tried to investigate the effect of exchange utility of customer, such as relationship strength and psychological obligation together with the acquisition utility. In addition, we tried to investigate the relationship between customer loyalty and citizenship behavior in franchise context. Research design, data, and methodology - This study used data collected from the dining franchisee managers of 342 franchisors in South Korea. The franchisors consist of more than ten franchisees, the majority of which participated directly in the transaction with franchisor and have worked for more than six months. To test the hypotheses, the study used structural equation model analysis. Results - H1-1, 1-2, 1-3 predicted that acquisition utility would increase customer loyalty to franchisee. In support of H1-1, 1-2, 1-3, the results indicated that acquisition utilities such as perceived product value, perceived service value, and franchise brand reputation had positive effects on customer loyalty. H2-1, 2-2 predicted that exchange utility would increase customer loyalty to franchisee. In support of H2-2, the result indicated that psychological obligation had positive effects on customer loyalty like other acquisition utilities. However, H2-1 was not supported. Relationship strength had no significant effect on customer loyalty. H3 predicted that customer loyalty would increase customer citizenship behavior. In support of H3, the results indicated that customer loyalty had positive effect on customer citizenship behavior. Overall, the evidences generally supported the hypotheses. Conclusion - The results of the study show that not only acquisition utility but also exchange utility increases customer loyalty to franchisee and also show that customer loyalty increases customer citizenship behavior. Interestingly, however, relationship strength has no significant effect on customer loyalty. These results have two implications. The one is that increasing exchange utility can improve customer loyalty as acquisition utility can. The other one is that both of customer utilities can improve customer citizenship via customer loyalty.

• 한국의류학회지
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• 제27권11호
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• pp.1270-1278
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• 2003

The purposes of this study were to compare the perspectives of salespeople and of customers on the perception of salespeople's customer orientation and to examine the effects of the customer orientation on customer satisfaction and in turn on store revisit intention. Data were obtained from the two groups of department store salespeople and their customers. A total of 300 pairs of questionnaires were distributed, and 224 pairs were analyzed. The results revealed that the salespeople's perception of the customer orientation was significantly higher than the customer's perception. The customer orientation affected the customer satisfaction with salesperson and with store while the sales orientation did not. The customer satisfaction, in turn, affected the store revisit intention, and the effect of the satisfaction with store was higher than that with salesperson. A slight difference between the customers and salespeople in such effects was observed. Generally the effects had higher predictabilities for the customers.

• Journal of Electrical Engineering and Technology
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• 제1권4호
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• pp.448-454
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• 2006

As the power industry moves towards open competition, a need has arisen for appropriate methodology to evaluate power system reliability by using customer Interruption costs. This paper presents an assessment of the interruption costs by industrial customer type in Korea using customer survey methodology. When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that evaluation by the customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate the interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• 무역학회지
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• 제43권3호
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• pp.27-46
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• 2018

본 연구의 목적은 글로벌 프랜차이즈 커피전문점을 이용하는 베트남 소비자들을 대상으로 베트남에 있는 국내·외 프랜차이즈 커피전문점 이용현황을 규명하고, 프랜차이즈 커피전문점의 서비스품질과 고객자산이 고객만족, 고객신뢰, 고객 충성도에 어떠한 영향을 미치는지 살펴보고자 하였다. 구체적인 연구결과는 다음과 같다. 첫째, 서비스 품질이 고객만족 및 고객신뢰에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 관계자산은 고객만족과 고객신뢰에 긍정적 영향을 미치는 것으로 나타났으며, 브랜드자산은 고객만족에 긍정적 영향을 미치지만 고객신뢰에 영향을 미치지 않는 것으로 나타났다. 셋째, 고객신뢰는 고객만족과 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객충성도에 긍정적 영향을 미친다고 나타났다. 본 연구는 이러한 실증분석결과를 바탕으로 하여 연구의 시사점 및 한계점을 제시하였다.

• 한국병원경영학회지
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• 제18권3호
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• pp.1-26
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• 2013

To improve the competitiveness of the hospital provides high quality medical services in a hospital coordinator role is emphasized. This study on customer orientation of the role ambiguity in order to identify the impact of degree of customer orientation were analyzed for demographic differences. Dependent variable, customer orientation affects role ambiguity as independent variables, and regression analysis were set. And the control variables are set to support situational factors, customer orientation on the role ambiguity and hierarchical regression analysis was performed. Obtained through empirical results are as follows: First, according to the demographic characteristics of the hospital coordinator customer orientation, the difference between gender and medical subjects are not shown. Age, education, work experience, job title, and the hospital on the pattern of customer orientation has shown a difference. Second, according to the hospital coordinator role ambiguity about its impact on customer orientation analysis can be a role implementation, job implementation, opinion communication in achieving customer orientation was negatively affected. Third, role ambiguity, and customer orientation factors for the moderating effects of organizational support for the role of customer orientation can role implementation, job implementation, opinion communication was a statistically significant. Fourth, the role ambiguity factors and customer orientation for the administrative support for the moderating effect of customer orientation and role implementation is significant, but job implementation, opinion communication were statistically significant. Fifth, the role ambiguity factors and customer support for customer orientation and customer orientation for the moderating effects of role performance and the opinion communication was not statistically significant. However, job implementation was statistically significant. The limitations of this study are as follows: First, role ambiguity, situational factors and support due to limitations of the variable factors that may affect the customer orientation of a number of factors were excluded. So many exogenous variables in the measurement process can affect. Second, the variables measured as problems of self-assessment by the variable measuring the respondent's bias may occur. Third, This study is difficult to generalize. In other words, several areas of the province conducted by the empirical results of the survey as a limit on the overall generalization can follow.

• The International Journal of Costume Culture
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• 제3권3호
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• pp.193-200
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• 2000

Recently Korean firms are increasingly interested in Internet business while the number of Internet users reaches more than 10 million in Korea. As e-commerce develops rapidly, customer-oriented marketing for online business becomes very important. The issue of how to achieve customer satisfaction in Internet business and how to plan a marketing strategy for online business faced managers of Internet business. Customer-satisfaction is much more important for Internet businesses than for traditional offline 'brick and mortars'. Marketing activities need to be carried out on customer-orientation to achieve high level of customer satisfaction. This paper will discuss how to develop customer-oriented marketing for online business. It will specifically study the characteristics and success factors of Internet business, differences between online marketing and traditional marketing, selection of target market, and online marketing-mix strategy for e-business in view of customer-orientation. Finally it will suggest a future direction for online fashion business by applying the customer-oriented marketing of Internet business to the fashion business.

• International Journal of Quality Innovation
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• 제10권2호
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• 지식경영연구
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• 제15권3호
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• pp.121-140
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• 2014

Many firms have been utilizing SNSs such as Facebook and Twitter actively in order to boost interactions with customers that promote product and service innovations and effective marketing. Although positive outcomes of the customer interactions in SNSs are expected, there exist few studies on the effects of interactions between customers and firms in the SNS context. This study empirically examines how customer experiences in multi-dimensional interactions (i.e., pragmatic, sociability, usability, and hedonic interaction) in corporate SNSs influence customer trust in the firm, and how customer learning benefits are associated with firm benefits such as gaining customer trust. The results indicate that all four dimensions of customer interactions in SNSs have significant effects on customer learning benefits, which in turn significantly influence customer trust in the firm. Meanwhile, the results reveal that there are also direct relationships between specific dimensions of customer interactions in SNSs and the two dimensions of customer trust (i.e., ability-based and benevolence/integrity-based). Based on the findings, this study diagnoses the status of corporate SNSs in terms of collaboration with customers and provides practical implications for firms which attempt to capitalize on the multi-dimensional customer interactions in SNSs and to facilitate innovative activities with customers.

• 유통과학연구
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• 제21권12호
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• 패션비즈니스
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• 제11권2호
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• pp.1-13
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• 2007

The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance. This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.