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A Study on the Hotel Employees' Perception on Tips (호텔 종사원의 팁에 대한 인식 연구)

  • Lee, Jang-Woo;Kim, Young-Kyu
    • Culinary science and hospitality research
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    • v.15 no.1
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    • pp.191-201
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    • 2009
  • Tipping takes significant part in hospitality industry, especially in hotels and restaurants. According to the recent studies, over US$26.4B were given to the service personnel in the restaurant industry from the customers as tips in 2003 in the US alone. As a result of these developments, tipping has been a legitimate area of academic inquiry in many foreign countries but here in Korea this custom has not drawn much attention due to service charge being placed by the government since 1979. The purpose of this study is to analyse the perception and attitude of tip recipients and compare it with the results of previous studies carried out by Shamir and Parrett. Statistical analyses were carried out to compare the differences of perception between tip recipients and non recipients on the staff role conflict, job satisfaction, pay satisfaction and attitude toward the guests. It is suggested from the finding that the current service charge system needs to be taken into consideration for possible revision or alteration as the management environment and customer needs in the hospitality industry in Korea are changing at an enormous pace. As this study focused on the perception of employees, further study on the perception of customers to tipping is highly recommended.

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Lessons from Haitai Distribution Inc's experience in Korea

  • Cho, Young-Sang
    • Journal of Distribution Science
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    • v.9 no.3
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    • pp.25-36
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    • 2011
  • Owing to the rapid growth of hypermarket/discount store formats since 1996, Korean retailing has suddenly attracted the significant attention from researchers. Before the emergence of large scale retailers such as E-Mart, Lotte Mart and Tesco Korea, there were the two retail formats who led the Korean retailing in the modern retailing history: department store and supermarket formats. Nevertheless, there has been little literature concerned about the two retail formats as a case study, while some authors have paid their attention to hypermarket/discount store formats. In addition, when mentioning the development process of retailing history, it is less likely that authors have made an effort to illustrate supermarket retailing history. In order to regard supermarket retailing as part of the Korean retailing, it is interesting to look at a representative supermarket retailer, Haitai, who was one of the subsidiaries of Haitai chaebol. Based on supermarket retailing, the company which was established as a joint venture in 1974 led a supermarket retailing in the Korean modernised retailing history. Before analysing whether Haitai failed or not, the definition of failure should be illustrated. With regard to the term, failure, in the academic world, authors have interchangeably used the following terms: failure, divestment, closure, organisational restructuring, and exit. To collect research data as a case study, the author adopted an in-depth interview method. The research is based on research interviews with 13 ex-staff who left after Haitai went bankruptcy, from store management department to merchandise department. By investigating Haitai's experiences through field interviews, the research found that Haitai restructured organisational decision-making process at the early stage when companies started to modernise organisational charts, benchmarking sophisticated retailing knowledge through the strategic alliance with a Japanese retailer. In respect of buying system, the company established firmly buying functions by adopting central buying system, and further, outstandingly allocated considerable marketing resources to the development of retailer brands with the dedicated team of retailer brand development. In the grocery retailing, abandoning a 'no-frill' packaging concept, the introduction of retailer brand packaging equal to, or better than national brand packaging design, encouraged other retailers to change their retailer brand development strategies. In product sourcing ways, Haitai organised for the first time the overseas sourcing team with the aim of improving the profit margins of foreign products and providing exotic products for customers, followed by other retailers. Regarding distribution system, the company introduced the innovative idea which delivered products ordered by stores directly to each store withboth its own vehicles and its own warehouse in which could deal with dry foods, chilly foods, frozen food, and non-foods, and even, process produce. In addition, Haitai developed many promotional methods to attract more customers like 'the guarantee of the lowest price', and expanded its own business to US in 1996, although withdrew, because of bankruptcy in 1997. Together with POS introduction in 1994, Haitai made a significant contribution to the development of the Korean retailing, influencing other retailers in many aspects. As a case study, the study has provided a number of lessons from Haitai's experiences for academicians and practitioners, suggesting that its history should be involved in the Korean modernised retailing.

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The Impacts of the Service Quality of Coffee Shop Adapting the CoffeeSERV on Customer's Perceived Value, Customer Satisfaction, Behavioral Intention: Focusing on Regulatory Focus Theory (CoffeeSERV측정모형을 활용한 커피전문점 서비스품질의 가치지각, 고객만족, 행동의도의 영향관계 연구: 조절초점동기의 조절효과를 중심으로)

  • KANG, Hwa-Seok
    • The Korean Journal of Franchise Management
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    • v.10 no.3
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    • pp.37-52
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    • 2019
  • Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

National Strategic Planning For Facilitating the Development of New Drugs in the Korea Food and Drug Administration (국내 신약개발 촉진을 위한 식약청의 국가연구개발 사업 전략수립)

  • Kim, Jong-Wook;Kwon, Kwang-Il;Yoo, Kwang-Soo;Park, So-Hyun;Lim, Chul-Joo;Choi, Don-Woong
    • Journal of the Korean Applied Science and Technology
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    • v.25 no.4
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    • pp.539-555
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    • 2008
  • It is well understood that developing new drugs is one of the highest value-added businesses in a country; however, the current governments' spending in pharmaceutical research and development(R&D) is minimal in Korea. This paper suggests that different governmental bodies should take in charge of different stages of the R&D process in order to maximize the use of limited government research funding. First, during the initial phase of the drug development, including clinical trials, the Ministry of Education, Science and Technology is the most appropriate governmental organization to support the research. For later procedures such as supporting the industries for exporting developed drugs, legislative approvals, and building infrastructure for future clinical trials should be supported by the Ministry of Knowledge and Economy and the Ministry of Health and Welfare along with the Korea Food and Drug Administration(KFDA). The KFDA, which is the main governmental agency approving newly developed drugs in the market, will need to take a crucial responsibility in the initial phase of the pharmaceutical R&D by guiding the industries with timely and proper information. As a first step, it is recommended to set up and operate a center for supporting new drugs, so that the industries can facilitate the development of marketable drugs which meet customers' needs. Later, in order to expedite the process of exporting and getting approvals of the newly developed drugs from foreign countries, it is necessary to develop new approval system, which includes introduction of the Good Manufacturing Practice (GMP), mandatory validation system, and education program for supporting expertise. Lastly, the KFDA needs to take an active role in developing Korean pharmaceutical industries by communicating with other foreign governments with regards to the globalization of the Korean pharmaceutical industries. For example, as a follow up after the Free Trade Agreement(FTA), active discussion on GLP of Mutual Recognition Agreement(MRA) with the United States of America, should be seriously considered.

PMI Using Knowledge Management Viewed from Merger of Hanil Bank and Commercial Bank of Korea (지식경영을 활용한 기업인수 후 합병후 통합(PMI) : 한일은행과 상업은행의 합병 사례를 중심으로)

  • Jekarl, Jeong-Oung;Choi, Dosoung
    • Knowledge Management Research
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    • v.9 no.1
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    • pp.97-116
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    • 2008
  • The purpose of this study lies in examining how knowledge management was applied to PMI(Post Merger Integration) in bank merger. Individuals and organizations in Korea have experienced a lot of changes since the 1997 foreign exchange crisis. In such a situation, individuals came to think the only thing to rely on was personal knowledge. Since organizations had to lay off workers in order of their birth year, not based on whether or not individuals had the knowledge necessary for the organizations, they needed to have such a system that could use their explicit knowledge and even outside knowledge or customers' knowledge as IT developed by changing individuals' tacit knowledge into explicit knowledge as needed in order to continue to maintain their competitiveness and for their own development. Thus, each firm started to pitch for the introduction of knowledge management. Individuals started to store their own experience and knowledge in their homepages or blogs. It was Woori Bank, the merged bank of Hanil Bank and Commercial Bank of Korea, that introduced the knowledge management system and Shared Service Center, in which knowledge creation is available, for the first time in the banking business. Its previous name was Hanbit Bank. Hanbit Bank wanted to construct an advanced bank system, bringing in their chief information officer(CIO) from a foreign bank and introducing an IT software used in Spanish banks to adjust all banking processes to it. However, they could not help giving up the plan in the middle of the road since there was a great difference between Spain and Korea in the financial system and more than 30% of software package had to be changed. In this situation, PMI was delayed, and customer inconvenience continued, which made the integration of organizational cultures slow down. As a breakthrough in this situation, knowledge management was introduced. To integrate knowledge of two organizations in the process of PMI is an important job for all merger candidates. This study aims at presenting the successful results from using knowledge management as a means to PMI ahead of other financial institutions so they can apply them to their organizations. PMI was not achieved properly after the two banks had been merged as Hanbit, but entering the era of Woori Bank, workers were integrated under one standard organization following the organizational and knowledge integration, and knowledge management was introduced for an efficient sharing of knowledge among members. A great number of mergers have occurred up to now, but Woori Bank is the first case that used knowledge management as a means to both PMI and competitiveness enhancement. Probably it was an appropriate time when Woori Bank introduced knowledge management as it was organized. Since Hanil Bank and Commercial Bank of Korea had not introduced knowledge management until then, it could use knowledge management as a means to PMI. Using knowledge management, it could create a new organizational culture and increase competitiveness in the banking industry.

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A Study on the delivery of brand image information to consumers by telecom companies' SI(Store Identity) (through comparing SI between Korea telecom companies and foreign famous telecom companies) (통신회사의 SI(Store Identity)가 소비자의 브랜드 이미지 정보전달에 관한 연구(한국통신회사 SI와 해외의 유명 통신회사SI 비교를 통하여))

  • Kim, Jong Sung
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.14 no.6
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    • pp.2639-2644
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    • 2013
  • The renewal cycle, which newly decorates stores, has been shortened, as the marketing competition between telecommunication companies has been extended to the stores, due to the rapid increase of mobile phone users and fast replacement cycle of products. The store renewal made by major telecommunication companies, including signboard, has been pushed in order for telecommunication companies to give strong impression about their own brand identity to consumers. Consumers want stores not only to sell cheap and high quality products but also to provide customer experience, by which customers can feel store, product and service and accept them. Especially, since the competition between telecommunication companies is getting tough, it is the current trend that the number of stores is increasing much, and telecommunication companies are recently renewing their stores, with the concept of SI(Store Identity), which changes store image into the incorporated image including interior and exterior, rather than just replacing CI(Corporate Identity), when they renew stores. It can be said that SI(Store Identity) is an important factor, by which companies consistently design visual factors such as interior and sign, and then apply them to the interior and exterior of the stores, and thereby give good store image to consumers, and ultimately have great effect on the increase of sales volume. This kind of activity can be image-controlled by companies' Identity Management, and it can be a very important factor in terms of marketing. In this study, it has an objective to compare and analyze SI of domestic telecommunication companies and foreign telecommunication companies, and then suggest effective SI direction.

An Influence of VMD configuration factors of Coffee shops on Brand equity and Repurchase intention (커피전문점의 VMD 구성요인이 브랜드자산과 재구매의도에 미치는 영향)

  • Kim, Sang-Soo;Song, In-Am;Hwang, Hee-Joong
    • Journal of Distribution Science
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    • v.10 no.11
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    • pp.39-53
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    • 2012
  • Purpose - This study identifies relationships amongst repurchase intentions, brand equity, and preference by applying VMD of fashion retail stores. The results would help coffee shop owners and coffee makers in devising an appropriate strategy for successfully managing coffee shops. Research design, data, methodology - The VMD model of a coffee shop includes harmony, trend, and attractiveness, while brand equity encompasses brand awareness, perceived quality, and brand image. In this study, the VMD factors of coffee shops, brand equity, and brand preference, are shown as independent variables, while repurchase intention is shown as the dependent variable. The study aims to ascertain the extent of the influence configuration factors of a coffee shop have on brand equity, brand preference, and repurchase intention. Regression analysis was used to verify the mediating effects of brand preference on brand equity and repurchase intention. The measurement items were already deemed as reliable and valid in the previous study, but some modifications were made for the purposes of this study. Questionnaires were distributed to 550 consumers on a national scale, and 517 consumers amongst these were finally used as a sample for analysis using the SPSS 17.0 statistical program. Results - First, amongst the VMD configuration factors of a coffee shop, trend, and attractiveness have a positive impact on brand equity (brand awareness, perceived quality, and brand image). Second, brand equity has a positive effect on brand preference. Third, brand preference has a positive effect on repurchase intention. Fourth, brand preference plays the role of a mediator in measuring the impact of brand awareness and brand image on customers' repurchase intentions. Conclusions - The theoretical implications can be summarized as follows. First, this study proposes a theoretical basis that can be adapted to the VMD configuration factors of a coffee shop by identifying the relationship between brand equity and coffee shops. This study applies the VMD factors to the coffee shops and presents a new research model by examining the relationships amongst VMD components of coffee shops: brand equity, brand preference, and repurchase intention. Second, it clearly establishes the relationship between brand equity and brand preference by identifying the mediating effects of brand preference, given that brand equity has a positive impact on repurchase intention. The practical implications are as follows. First, development of brand equity and management can be important components for coffee shops in determining that the VMD configuration factors of coffee shops have an impact on brand equity. Second, amongst the VMD configuration factors, attractiveness and trend have a positive influence on choosing coffee shops, therefore store atmosphere should be attractively designed, while the menu and interiors should complement each other and be reviewed periodically to conform to the latest trend. Third, VMD configuration factors that are confirmed are not easily changed. Fourth, large franchises and foreign companies have strengths in scale, locations, and brand. Fifth, the different ways of campaigning should be compared to those of large franchises and foreign companies in order to increase brand equity using VMD configuration factors.

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A Study on the Effects of Training Factors on Transfer of Training, Training Satisfaction and Retraining Intentions - Based on the management consultation project for foreign customer service restaurant in Chungnam province - (교육훈련요인이 교육훈련전이, 교육훈련만족도 및 재교육의도에 미치는 영향 - 충남 외국인 이용 음식점 경영 컨설팅 사업 사례를 중심으로 -)

  • Jung, Yung-Woo
    • Culinary science and hospitality research
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    • v.17 no.5
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    • pp.74-91
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    • 2011
  • The purpose of this study is to investigate the efficiency of a government-supported project developed to improve the quality and hygiene levels of food, service, and restaurant facilities for foreign customers in Chungnam province. Data was collected from 53 restaurant owners and restaurant managers. This study empirically analyzes and presents a mode with key factors influencing transfer of training and training satisfaction. Multiple regression analysis methods were used to test the relationships among four factors for transfer of training, training satisfaction, and retraining intentions. There are three main findings. First, teaching methods and relevance factors had a significant effect on transfer, but instructor and education environment factors did not. Second, the teaching methods, instructor and education environment factors had a direct influence on training satisfaction, but the relevance factor didn't. Third, transfer and satisfaction both were influenced significantly by retraining. Based on the findings of this study, a trainer, designing training curriculum for a production environment, should emphasize the role of the trainer and focus on learning tools. Finally, a thorough learning design is needed for learner's satisfaction.

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A Study of the Overseas Entry Strategies of Freight Forwarders (국제물류주선업의 해외진출 전략에 관한 연구)

  • Kim, Ho-Hwoan;Shin, Yong-John
    • Journal of Korea Port Economic Association
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    • v.31 no.2
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    • pp.69-83
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    • 2015
  • This study proposes effective overseas market entry strategies that could allow Korean logistics companies to develop international capabilities and become global firms by adapting to environmental changes in global logistics. First, it reviews the overseas networks of Korean international freight forwarders and the recent trends in the global logistics market. Then, it surveys the conditions of two groups of freight forwarders, namely partnerships and subsidiaries, which are categorized according to type of entry into foreign markets. These companies' networks are concentrated in East and Southeast Asia regardless of network type. As a result, the ability for partnerships to network is higher than that of subsidiaries. However, subsidiaries are small in number and located in various regions because of their initial stage, which is why their businesses depend on the price competitiveness of the parent company. The satisfaction and performance of subsidiaries are both generally low according to the presented findings. In addition, the successful strategies of international freight forwarders include following operations, specializing their logistics services, building collaborations among small and medium-sized companies, recruiting and training professional human resources in international logistics, and entering markets together with their customers. Overall, this study highlights the importance of measuring and evaluating objectively the level and performance of overseas networking through a survey about the internationalization of Korean freight forwarder companies. To conclude, this study is considered to contribute to raising their global competitiveness by suggesting strategies derived from the survey findings and SWOT analysis.

Research on the Factors that Affect Consumption Behaviors of Ethnic Food Restaurants (외국음식전문점 이용행동에 영향을 미치는 요인에 관한 연구)

  • Jung, Hyung-Shik;Kim, Young-Shim
    • CRM연구
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    • v.2 no.2
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    • pp.1-19
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    • 2009
  • In an attempt to explore the consumption behaviors of customers regarding ethnic food restaurants the present study examined the effects of consumer characteristics, accessibility of ethnic food restaurants, product characteristics, and social factors on the customer behavior towards ethnic food restaurants, and further investigated the causal relationship between the customer behavior and his or her intent to reuse. A questionnaire survey was conducted approximately for a month with domestic consumers who had tried foreign cuisines. A total of 230 questionnaires were distributed and 215 questionnaires were collected, of which 210 were used in the final analysis excluding five due to inadequate responses. The finding of the study were as follows. First, of the consumers' lifestyles category the gourmet oriented did not yield significant effect on subjective norm or other consumption behavior, whereas the trend oriented had noticeable influence on both factors. Second, while consumers' diversity-seeking characteristic did not affect subjective norm, it affected consumption behavior of ethic food restaurants. The results seem to indicate that the diversity-seeking characteristic is more to one's individual attributes, rather than being influenced by others. Third, ethnic food restaurant's consumption accessibilities strongly influenced the subjective norm, suggesting that in using the ethnic food restaurants, the more convenient the accessibility is, the higher the possibility of use from influenced reference group. However, when consumers previously had not been exposed to ethnic cuisines, convenient accessibility was not able to overcome the barriers of consumer reluctance, nor directly shape positive behaviors. Fourth, while national uniqueness of ethnic food did not affect subjective norm, the uniqueness did have positive impact on consumption behavior of foreign ethnic food restaurants. Fifth, consumer's subjective norm positively influenced both consumption behavior of ethnic food restaurants and their intent for future use. Lastly, consumption behavior toward foreign ethnic food restaurants positively influenced consumer's intent for future use, indicating that it would be most imperative and effective to first help reinforce positive attitude in oder to encourage a more use of ethnic food restaurants.

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