• 서비스연구
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• 제13권4호
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• pp.1-23
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• 2023

현재 태블릿 PC 가 점점 더 인기를 끌면서 매장 운영에 있어 편리함을 제공하지만, 일부 고객은 불만을 느낄 수 있다. 그림자노동의 관점에서 고객은 태블릿 PC 를 사용하는 것이 추가 작업, 즉 서비스 직원으로부터 업무가 이전되어 고객 스스로 작업을 해야 한다고 느낄 수 있다. 따라서 본 연구는 고객이 태블릿 PC 를 이용할 때 그림자노동에 대한 인식(지각된 사용 어려움 및 지각된 사용 강제성)의 원인과 그림자노동에 대한 인식이 태블릿PC 주문 서비스에 대한 재사용 의도에 어떤 영향을 미칠 수 있는지를 조사하는 것을 목적으로 한다. 또한 고객의 그림자노동에 대한 지각이 디지털 리터러시와 정보 과부하에 영향을 받는지 여부를 조사하며, 태블릿 PC 를 사용할 때 발생하는 혜택이 그림자노동 지각에 미치는 긍정적인 영향을 조사한다. 본 연구는 음식점에서 태블릿 PC 를 이용하여 주문하는 고객을 대상으로 중국의 설문조사 전문 사이트인 "원쥬엔싱" (Wenjuanxing)를 통해 온라인 설문조사를 수행한 후, 총 376 개의 유효한 데이터에 대해 SPSS 24.0 을 활용하여 인구통계학적 특성, 빈도 분석, 신뢰도 분석, 타당성 분석, 상관관계 분석 등을 실시했다. 또한 가설들은 회귀분석을 통해 검증하였다. 376 명 응답자의 실증분석 결과, 디지털 리터러시와 정보 과부하가 그림자노동 인식에 영향을 미치며, 태블릿 PC 주문 서비스 재사용 의도에도 영향을 미친다는 점을 밝혔다. 또한 혜택은 이러한 관계에 대해 유의한 조절 효과를 보였다.

• 한국조리학회지
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• 제14권4호
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• pp.134-149
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• 2008

This thesis is aimed to analyze the importance, satisfaction, perception and intake frequency of fusion menu in order to develop the market segmentations and marketing strategies for useful information on the fusion menu and its improvement in the food industries. The findings of the study are as follows: First, the study revealed that diet menu(low fat, low-cal) and vegetarian menu items have more influence on females than males in regard to the importance of fusion menu when examining gender. Second, the study revealed that Bulgogi pizza, Bulgogi burger, cheese cutlet, cheese kimbab, sweet and sour pork items have great influence on customers in their 10s while green tea latte, rice burger, Bulgogi pizza, kimchi hamburger items have a high effect on customers in their 20s in regard to the perception of fusion menu when examining age. Finally, the study revealed that the taste of food, the cleanliness of vessels, food hygiene, the freshness of food, the quality of menu, the portions of food, the nutrition of food, the speed of food service, food material harmony, the temperature of food, the flavor of food, distinctions from existing food, environment-friendly organic agriculture food material items have maintaining the good performance of fusion menus. It also showed that various strategies for price of fusion menu should be made when examining the IPA analysis.

• 한국컴퓨터정보학회논문지
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• 제9권2호
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• pp.149-160
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• 2004

The purpose of this research is to study the effect of service qualify improvement strategy and its practices on firms' competitive advantage, and identify their influence on customer satisfaction and loyalty. According to this purpose. this paper hypothesized that high service qualify will satisfy customers' needs and result in improved customers' loyalty. Thus, empirical study was conducted to identify the relationships among factors which were identified through literature review. Data were collected from the customers of 3 luxurious japanese restaurants in Seoul. The result of data analyses shows (1) Serve quality factors such as customer service, qualify of meal, location and facility, and types of restaurants make significant difference among three restaurants in terms of customers' perception about service quality; (2) There is statistically significant difference among three restaurants in terms of customers' satisfaction, but there is no significant difference among them in terms of customers' loyalty; and (3) Not only the result from analysis on japanese restaurants inside hotels but also that on the independent japanese restaurant in Kangnam area, shows that service quality factors have significant effect on both customers' satisfaction and loyalty.

• 한국조리학회지
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• 제20권1호
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• pp.38-54
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• 2014

본 연구는 국내 외식기업에 대한 고객의 기업 연상이 신뢰, 충성도, 재방문의도 및 전환의도에 미치는 영향을 고찰하고, 이러한 인과관계에서 패밀리레스토랑과 패스트푸드레스토랑 사이에 유의미한 조절효과가 존재하는지 검증하고자 하였다. 본 연구를 위해 패밀리레스토랑과 패스트푸드레스토랑을 방문한 경험이 있는 552명의 표본이 최종 분석에 사용되었다. 연구 결과, 국내 외식기업에 대한 고객의 기업 연상 중 능력 연상과 사회적 책임 연상은 고객의 신뢰에 모두 유의한 정의 영향을 주었으며, 신뢰는 충성도에 유의한 정의 영향을 주는 것으로 조사되었다. 또한 고객의 충성도는 재방문의도에 유의한 정의 영향을 주었고, 전환의도에는 유의한 부(-)의 영향을 주는 것으로 나타났다. 이러한 결과를 통해 외식기업의 연상 중 능력연상이 신뢰에 더 큰 영향력을 가지고 있었으며, 기업 연상을 통해 고객의 신뢰와 충성도, 재방문의도도 향상되고, 반면 전환의도는 감소한다는 사실을 검증하였다. 더불어 기업 형태에 따른 조절효과는, 기업연상 중 능력연상이 신뢰에 미치는 영향에서 패밀리레스토랑 고객이 패스트푸드레스토랑 고객보다 유의미하게 큰 영향력을 보이는 것으로 조사되어 조절효과를 보이는 것으로 조사되었다.

• 한국조리학회지
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• 제22권6호
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• 동아시아식생활학회지
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• 제23권5호
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• pp.533-545
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• 2013

A type of Korean traditional cookies, yackwa is composed of ingredients which serve as good medicine to people. Further, it has a priceless value and possibility to be a healthy functional dessert. For this study, we developed variable yackwa, containing red-ginseng powder and green tea powder, in order to target the foreign market as well as to investigate the perception and preference of yackwa. The test sample for the control group, yackwa is made of flour, sugar, baking powder, sesame oil and alcohol. For the experimental group, yackwa contains red-ginseng and green tea powder (3, 6, 9, 12%). The investigation period was May 14th, 2013 and the total number of participants was 100. The investigation applied a consumer survey method by filling out a questionnaire while tasting 9 kinds of yackwa samples. They were used for frequency, one-way ANOVA and Pearson's correlation analysis with SPSS 19.0. In the yackwa perception survey, the result indicated that 52.0% of the customers replied 'Do not know well' and 'Do not know at all' which conveys that the perception of yackwa is very low. In contrast, the perception of the red-ginseng and green tea which are functional ingredients is high and the customers tend to prefer the taste and flavor of green tea than red-ginseng. And they prefer the yackwa containing 3% of red-ginseng and green tea powder compared to other ratio contents in the overall preference, color, taste, flavor, odor, degree of greasiness and texture. When people who have a higher perception of yackwa, they tended to prefer the color of red-ginseng yackwa and dislike the color of green tea yackwa. And the more people prefer the taste of green tea, the higher in overall preference, color, taste, flavor, and odor preference.

• 대한영양사협회학술지
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• 제3권2호
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• pp.123-140
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• 1997

The purpose of this study were to assess main management components that can lead to successful university foodservice operations. Specifically, it was intended to develop the tool which assesses the service quality, management, to assess the difference between customer importance from and perceptions of service quality, to compare management perceptions of customer importances with actual service delivery, and to identify internal problems which affect service quality with the use of gap model. Three types of questionnaires were developed and implemented for customers, foodservice personals and foodservice manager. Assessment tools were developed based on the literature review, SERVQUAL, GAP model, and the pilot study. Through the validity and reliability test, the questionnaires were revised. Questionnaires were distributed to 900 university students, 207 foodservice personnels, and 54 foodservice manager respectively. 831 university students, 177 foodservice personnels, and 48 foodservice manager were responded with a response rate of 92.3%, 85.5%, and 88.8% respectively. Statistical data analysis was completed using the SPSS programs for descriptive analysis, ANOVA. and SNK test. The results of this study can be summarized as follows : 1. In quality service management components, 31 quality service attributes were categorized and named into primary quality, secondary quality, hygiene, empathy, tangibles, reliability, responsiveness, and price by the factor analysis. 2. Importance mean score of customers was 4.02 out of 5, but perception mean score of customers was 2.55. So there was a relative big gap(1.47) between importance and perception scores, especially in three dimensions of responsiveness, primary quality, and hygiene. 3. It showed that customers' mean scores of perceived service quality by dimensions were the following order : price > reliability > secondary quality > hygiene > tangibles > primary quality > responsiveness > empathy. And the perception mean score of rented(2.59) or contracted(2.58) management was significantly higher than that of self-operated(2.48). 4. Customers' importances mean score which internal customers recognize was 4.23 out of 5, but service delivery mean score was 3.85. So there was a little gap(0.39) between management perceptions of customer importances and actual service delivery. 5. In gap model, SERVQUAL score showed -1.47, Gap 1 positive 0.15, gap 2 negative 0.61, and gap 3 was positive 0.19. 6. The internal problems were as follows : (1) The managers of University foodservice perceived well enough the customers' expectation value but their management competency was lacked in terms of responding customer needs, (2) The foodservice staff perceived service performance more highly than service quality specifications.

• 대한영양사협회학술지
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• 제5권2호
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• pp.194-204
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• 1999

The objectives of this study were to assess the current practices of implementing selective menus and to identify the perception of foodservice manager and customer on selective menus for hospital foodservice would be fulfilled. Two types of questionnaires for hospital foodservice managers as well as customers were developed. Questionnaires were distributed to managers of 8 hospital foodservice department and 317 customers of patient meal service, and 6 managers and 139 customers were responded. The data were analyzed using frequency and t-test. The results of this study can be summarized as follows : 1. In hospital foodservice operations, the selective menu pattern was first introduced by L hospital on June 1994 in Seoul and recently 8 hospitals were currently implementing selective menus. But using rate of selective menus by patients were relatively low(23.2%), ranging from 15% to 32%. 2. Customers' needs for selective menus were rated significantly higher in the group of patients(4.24/5) who chose the selective menus than their counterpart(3.88/5). 3. The main reason not choosing selective menus was identified by patients as 'not knowing the implementation of selective menus'(52.6%), inconvenient factors in using selective menus for customer were also identified as orders : 'lack of nutrition information on menu item'(38.6%), 'complexity in procedure'(29.8%), and 'lack of menu variety'(26.3%). However managers considered 'managerial burden' and 'limited human resource' as main obstacle to implement the selective menu pattern. 4. Customers indicated 'variety of menu', 'active public relations' as effective methods to enhance using rate of selective menus, however, foodservice manager indicated 'variety of menu'(50%), 'improvement of quality'(16.7%), and 'simplicity in procedure'(16.7%). Based on the results of this study, following recommendations have been suggested : Managers in patient meal service should recognize customer needs for implementing selective menus and pay more attention in implementing selective menus and activating this program. For more effective implementation of activating selective menu program, the foodservice department should establish action plan on 'active publicity work', 'simplicity in procedures', 'variety of menu' and 'improvement of quality'. Especially nutrition informations on meals should be provided for customers in order to elevate participation rate.

• 한국산학기술학회논문지
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• 제14권3호
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• pp.1350-1358
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• 2013

본 연구는 발 반사마사지를 받는 이용자들의 발 반사요법에 대한 인식수준을 알아보고 그에 관련된 요인을 규명하고자 2011년 09월 01일부터 10월 30일까지의 기간 동안에 대전지역에 소재하고 있는 전문 발 관리실 3곳의 이용자 181명을 대상으로 구조화된 자기기입식 설문지를 이용한 설문조사를 실시하였다. 연구결과, 전체 조사대상자의 발 반사마사지요법 인식수준에 대한 평균점수는 $32.19{\pm}5.32$점(11개 항목의 점수범위; 0-44점)으로 나타났으며, 일반적 특성별 발 반사마사지요법 인식수준은 학력이 높을수록 유의하게 높았다(p=0.020). 조사대상자의 발 반사마사지 요법에 대한 태도 및 실천도에 따른 발 반사마사지요법 인식수준은 "질병치유를 위해서 한다"는 군에서(p=0.034), 발 반사마사지 시작 시 "질병이 있었다"는 군에서(p=0.030). 발 마사지 이용기간이 길수록(p=0.000), 발 반사마사지를 타인에게 "권유 하겠다"는 군에서 유의하게 높았다(p=0.004). 다중회귀분석 결과 발 반사마사지요법 인식수준에 영향을 미치는 관련요인으로는 발 반사마사지 이용 이유, 발 반사마사지 시작 시 건강상태, 발 반사마사지 이용기간 및 발 반사마사지의 타인에의 권유여부가 유의한 변수로 선정되었으며 이들 변수에 대한 설명력은 26.1%이었다. 위와 같은 결과를 볼 때, 전문 발 관리실 이용자들의 발 반사마사지요법 인식수준은 일반적 특성 변수들보다는 발 반사마사지에 대한 태도 및 실천도를 설명하는 변수들과 관련성이 높은 것을 알 수 있었다.

• 디지털융복합연구
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• 제12권4호
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• pp.157-170
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• 2014

본 연구는 커피 전문점 물리적 환경이 충성도 및 구전의도에 영향을 미치는데 있어, 새로운 심리적 요인으로 '소비감정(Consumption emotion)'의 매개역할을 규명하고 관계성을 파악하고자 하는 연구로써 커피전문점의 점포내 물리적 환경 변화를 통한 고객만족과 구매의도를 증대시키는 마케팅전략 대안을 제시하는데 연구목적이 있다. 물리적 환경과 관련된 연구들을 종합적으로 고찰해볼 때, 크게 두 가지 관점으로 정리해 볼 수 있는데, 즉, 물리적 환경이 고객만족, 품질지각 및 기타 소비자 반응(구매의도, 재방문의도 등)에 미치는 직접적인 효과와 물리적 환경이 고객 감정 혹은 가치지각을 매개로 소비자 반응에 미치는 간접적 효과로 나누어서 볼 수 있다. 본 연구는 커피전문점 이용경험을 가진 이용객중에서 321명을 표본으로 4개의 가설을 설정하고, 실증분석 하였다. 실증분석은 SPSS 17.0 통계 패키지와 AMOS 17.0을 이용하여 공분산 구조분석을 실시하였다. 가설 검증한 결과 1개의 소가설을 제외하고 나머지 가설들을 채택되었다. 거부된 하나의 가설을 점포내환경중에서 상징성만이 긍정적 소비감정에 정(+) 영향을 미치지 않는 것으로 나타났다. 매우 의외적인 결과라고 연구자 판단되는데, 커피점을 이용하는 고객들이 콩다방, 별다방이라는 표현을 사용하여 커피전문점 심벌이나 상징을 많은 소비자들이 표현하는데 이런 표현이 실제적으로 소비자 마음속에 긍정적 소비감정에 영향을 미치지 않는 것으로 판단이 된다. 채택된 가설들을 통해서 최근 제품이나 서비스의 표준화를 통해서 제품이나 서비스 차별화가 사라지는 추세에서 소비자들에게 긍정적인 소비감정이나 충성도를 향상하기 위해서는 점포내 물리적환경과 같은 부차적인 요소에 대한 관심과 관리가 필요하다.