• 유통과학연구
• /
• 제13권1호
• /
• pp.93-103
• /
• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• 유통과학연구
• /
• 제12권10호
• /
• pp.109-121
• /
• 2014

Purpose - Most studies related to emotional labor have been conducted in the low-contact service industry rather than the high-contact service industry. Since the subjects of this study were golf service assistants, working in an industry in which the interaction and contact between customers and employees are considerable and the degree of customization is high, this study is significant. Thus, we would like to focus on the relationship between the humor style of golf service assistants and emotional labor. Humor style was divided into two styles-adaptive humor and maladaptive humor. Emotional labor was divided into two dimensions-surface acting and deep acting. In addition, we identify the relationship between emotional labor, job satisfaction, and turnover intention. Research design, data, & methodology - This study focuses on the humor styles in the golf service industry, among golf service assistants, on their emotion labor, and verifies the relationship between emotion labor and work satisfaction or job turnover intention. Based on the outcome, a total of four hypotheses were set up. To verify the hypotheses, surveys were conducted on the golf service assistants working in two golf fields in the region of Busan as well as its neighboring area. A total of 250 copies of the questionnaire were distributed. Subsequently, a total of 227 valid questionnaire copies, after excluding improper responses, were used in the analysis. After verifying the reliability and feasibility of variances, Amos 18.0 was used to implement the structure method so as to verify the study hypotheses. As a result of this analysis, the suitability of the entire model was considerably appropriate to the standard value, and the level is adequate to accommodate the study model completely. Results - First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and maladaptive humor had a positive effect on surface acting. Second, It was found that employees' satisfaction with their job was reduced through surface acting, and those employees who experienced positive emotional labor in the form of deep acting were more satisfied with their job. Third, surface acting among employees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turnover intention of golf service assistants in the golf service industry was examined. Conclusions - First, the adaptive humor of the golf assistants in the golf service industry had a positive effect on their expression behavior. Second, deep acting increased their job satisfaction while their surface acting had a noticeably negative effect on their job satisfaction. Third, the surface acting of the emotion labor dimensions that the golf service assistants experience increases their turnover intention while their deep acting decreases their turnover intention. Finally, when analyzing the relationship between job satisfaction and turnover intention of the golf service assistants, it was found that the turnover intention decreased when their job satisfaction is increased.

• Physical Therapy Rehabilitation Science
• /
• 제12권3호
• /
• pp.346-354
• /
• 2023

Objective: The objective of this study is to provide medical institutions with theoretical basis by analyzing the effect of service quality-related factors. It will be helpful for hospitals to enhance service quality which will be of use to attain customer satisfaction and ultimately competitive advantage. Design: An empirical study. Methods: To verify the model, I conducted a questionnaire survey analysis. Items for measurement have been extracted from several related studies on medical industry. The survey target has been set by convenience sampling method and consists of citizens reside in Seoul and Gyeonggi-do Province, and total number of 161 samples have been analyzed. To verify validity and reliability, I conducted factor analysis and reliability analysis, and for hypotheses verification, multiple regression analyses have been performed. Results: This study aims to investigate the relation between service quality factors and customer satisfaction, and also those factors and customer loyalty. Service quality factors consist of Tangibles(X1), Reliability(X2), Assurance(X3), Responsiveness(X4), and Empathy(X5). According to the results of regression analyses, X1, X2, X3, and X5 have been proved to have positive relations with customer satisfaction and loyalty, whereas hypothesis related X4 has not been supported. Finally, customer satisfaction has been founded to affects positively to customer loyalty. Conclusions: Service quality factors are significantly related to customer satisfaction and loyalty. So medical institutions should aware of this and try to enhance service quality for attaining competitive advantage.

• Journal of Korea Trade
• /
• 제24권1호
• /
• pp.99-112
• /
• 2020

Purpose - With the increasing uncertainty of China's domestic political and economic environment in recent years, Korean MNC subsidiaries in the Chinese market face greater challenges and competition. Based on the insufficiency of existing research and the need for enterprise management practices, this paper uses the Chinese subsidiaries of Korean MNCs as an example to study and explore how knowledge management and dynamic capabilities affect ambidextrous innovation and the relationship between ambidextrous innovation and subsidiary performance. Design/methodology - From January to March 2019, this study collected 341 valid questionnaires using a survey company specializing in China for the members of the Chinese subsidiaries of Korean MNCs to verify the hypotheses. Using the collected data, the study model was verified using the Smart PLS 3.0 statistical package. Findings - Knowledge transfer and knowledge sharing have positive effects on dynamic capabilities and ambidextrous innovation, and dynamic capabilities have a positive impact on ambidextrous innovation. Ambidextrous innovation has been shown to have a significant effect on subsidiary performance. In addition, a partial mediating effect of dynamic capabilities on the relationship between knowledge management and ambidexterity innovation was found. Originality/value - In the academic context, this paper contributes theoretically to the relationship between knowledge management and ambidextrous innovation, as well as the mechanism of dynamic capability, and to verify the relationship between ambidextrous innovation and corporate performance. Against the background of MNC management, the results of this study provide further enlightenment for managers of subsidiaries.

• 유통과학연구
• /
• 제20권1호
• /
• pp.99-108
• /
• 2022

Purpose: This study aims to identify the core competency of sellers on their sales performance in the context of e-commerce, and to verify the mediating effect of innovative sales activities. Research design, data, methodology: A questionnaire survey was carried out to 200 sellers in e-commerce. Exploratory factor analysis and reliability analysis for Cronbach's Alpha were performed to verify the validity and reliability of the and the regression analyses of 5,000 bootstrap samples were carried out to test hypotheses. Results: Based on the analysis, the elements of competencies of sellers in e-commerce such as self-control, trust-building, social interaction skills were positively related to the innovative sales activities and sales performances. Innovative sales activities also affected sales performances. Indirect effects of competencies of sellers on sales performance via innovative sales activities were partially effective depending on variables that brought practical implications. From a practical perspective, the valid competencies found in this study may be applied for the recruitment and selection of sellers. Conclusion: This study shed light on theories of e-commerce sales and sales practices by examining the competencies of sellers in e-commerce compared to those of traditional sellers and by revealing innovative sales activities as the effective mediator for sales performance.

• 식품보건융합연구
• /
• 제7권2호
• /
• pp.1-10
• /
• 2021

The purpose of this study is to examine the impact of the service quality of delivery food on customers' emotional response and repurchase intention during the COVID19 pandemic. The proposed research model examined the effect on the service quality, customer sentiment response, and repurchase intention of delivery food. A questionnaire was distributed and measured for 300 consumers who had experience using food delivery services in the last 30 days. The questionnaires from previous researches were revised to fit the purpose of the present study. The survey results were analyzed to verify the reliability and validity of the measured variables. To verify the hypotheses a Structural Equation Modelling (SEM) was used for the study. The results showed that taste, price fairness, and package design positively affected emotional response; moreover, repurchase intention was enhanced by emotional response. This research analyzed the relationships between service qualities of delivery food, emotional response, and repurchase intention when customers consume delivery food during COVID19 in Korea. This study extends the delivery food literature by combining customers' emotional behavior with SEM model. The result suggested competitive strategic plans and development directions of food delivery companies in the rapidly increasing food delivery industry, providing implications for further research.

• 유통과학연구
• /
• 제20권1호
• /
• pp.67-76
• /
• 2022

Purpose: The purpose is to verify the impact of the store environment on interpersonal service quality (ISQ), shopping value and patronage intention, as well as the moderating role of the store format: supermarkets vs hypermarkets. This is significant as previous studies on retailing neglected the effect of interpersonal service quality on the experiential shopping value. The comparison of the model between two retailing formats (hypermarkets and supermarkets) provides a significant contribution and responds to a need to provide insights regarding the moderation of the store types on the contribution of interpersonal service quality and experiential value to customer's retention. Research design, data, and methodology: The hypotheses have been tested after analyzing the data of a survey among 405 consumers exiting stores representing various retailing stores in Tunisia. A Structural model have been finally verified by a path analysis after applying a confirmatory factorial analysis. Multigroup analyses on AMOS allowed to verify the moderation of store types. Results: Results mainly show that patronage intention is affected by the experiential perceived value dimensions. The latter is a direct consequence of ISQ and an indirect outcome of perceived shopping environment. The impact of value, environment and ISQ is moderated by the store type.

• 유통과학연구
• /
• 제19권10호
• /
• pp.87-97
• /
• 2021

Purpose: Compared with the past when Japanese retailers used to hesitate to open their shops in the Korean market, because of anti-Japan sentiment, they show confidence in Korea in recent. This study, thus, aims at examining how socio-demographic factors have an impact on customer attitudes towards a Japanese retailer as a shopping destination. Research design, data, and methodology: After the literature review process, the authors have developed a variety of questions to verify the relationship amongst the variables like nationalism, consumer ethnocentrism, war animosity, store country-of-origin and anti-Japan sentiment. Furthermore, after collected questionnaires, the authors used confirmative factor analysis (CFA), T test and linear regression analysis to verify the 25 hypotheses developed. Results: Except for a household size element, it is found that gender, age, education and income levels are related to the degree of nationalism, ethnocentrism, war animosity, store country-of-origin and anti-Japan sentiment. In other words, socio-economic elements influenced Korean customer attitudes towards Japanese retailers. Conclusions: Korean customers tend to show different shopping attitudes towards the Japanese retailers, depending on the characteristics of socio-demographic elements. Furthermore, changing socio-demographic factors will provide positive business opportunities for Japanese retailers in the future.

• International journal of advanced smart convergence
• /
• 제11권4호
• /
• pp.155-162
• /
• 2022

The purpose of this study is to conduct an empirical study on brand authenticity targeting sportswear brand consumers. Through this, we intend to provide the accumulation and implications of authenticity research. For the research model, first, the authenticity of sportswear brand companies was selected as an independent variable. Brand image and brand attitude were selected as the next parameters. Finally, the dependent variable was the intention to pay the premium. Structural equation model analysis was conducted for the structural relationship between these variables. The subjects of this study are consumers who have purchased sportswear brands within the past year. Convenience sampling was used for the sample survey, and 262 people were finally selected as valid samples. The survey was conducted as a non-face-to-face online survey due to the COVID-19 infection. For data processing, frequency analysis was conducted using SPSS 23 to identify the individual characteristics of the survey subjects. In addition, exploratory factor analysis and reliability analysis were performed to refine the scale of the survey tool. Next, using AMOS 21, confirmatory factor analysis and correlation analysis were conducted to verify the measurement model. In addition, structural equation model analysis was conducted to verify the hypothesis. As a result of the analysis, all six hypotheses selected from the research model were adopted.

• 영어어문교육
• /
• 제7권1호
• /
• pp.89-112
• /
• 2001

The purpose of this study is to verify the effect of the method of English teaching and learning through the student-centered environmental instruction. I've been skeptical about the traditional instruction, which is composed of the teachers-centered instruction, because of the lack of creativity. Until now, I've always wished to have an alternative method that can be substituted for routine's style. To achieve it, I selected 90 students from 2 classes, in the 3rd year at a girls' high school in Chungnam as the subject of study. I divided them into two groups, the student-centered environmental instruction and the teacher-centered traditional instruction. The tools used in this study are a preliminary English achievement test, a self-directed learning attitudes test and two teaching plans. For this test, a high school text book was assigned. I have treated 20 times of the test each for two groups using two types of teaching-learning plans which I made for this purpose. To verify the hypotheses after administrating the test, I selected t-verification for post test result. Based on this test result, I could conclude that there was a significant improvement of English proficiency and a change in the self-directed learning attitudes; also the student-centered environmental instruction is more effective than teachers-centered instruction.