• 한국관광식음료학회지:관광식음료경영연구
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• 제14권2호
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• pp.17-22
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• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• 디지털산업정보학회논문지
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• 제10권3호
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• pp.327-338
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• 2014

The purpose of this study is to investigate what the characteristics of word-of-mouth on SNS and how these factors credibility for information's source and acceptance of word-of-mouth. We proposed study model was set through overall theoretical investigation. The 179 Valid survey data were gathered from the user who have prior experience in SNS. According to factor analysis, characteristic of word-of-mouth information on SNS were classified into consensus and neutrality. And credibility for information's source and acceptance of word-of-mouth were composed sing dimension. The Hypothesis inspection says that all variables were positively correlated with each other. And consensus and valance have positive influence on credibility for information's source. Also credibility for information's source influence on acceptance of word-of-mouth and valance have positive affect trust for information's source. Several academic and practical implications are yield accordingly. Especially this study intention to provide basis which can be used for all business's effective marketing activity.

• 경영과정보연구
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• 제36권5호
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• pp.195-222
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• 2017

오늘날의 경제는 모든 영역의 경계가 허물어짐에 따라 서로 다른 산업 간의 융복합화가 활발해지며 이는 모바일, 소셜 네트워크 서비스 등의 혁신을 이루어내고 있다. 이러한 기술혁명가운데 모바일과 인터넷의 장점을 결합하여 금융과 IT의 업무를 손쉽게 처리할 수 있는 오늘날 새로운 기술을 핀테크라 하며 이러한 핀테크는 금융을 의미하는 파이낸스(Finance)와 기술을 의미하는 테크놀로지(Technology)의 합성어이다. 이에 본 연구는 핀테크 이용 동기(유용성, 즐거움)가 이용자 태도, 구전의도에 미치는 영향의 전반적인 구조적 관계에 대하여 살펴보았다. 이와 더불어 혁신저항 성향에 따라 핀테크 이용 동기, 이용자 태도, 구전 의도는 어떻게 달라지는지 살펴보았다. 또한, 메시지 유형(이성적, 감성적)에 따라 핀테크 이용 동기, 이용자 태도, 구전 의도는 어떻게 달라지는지 살펴보았다. 한편, 본 연구의 주요결과는 다음과 같다. 첫째로, 핀테크 이용 동기요인의 유용성과 즐거움은 사용자태도에 긍정적인 영향을 미치는 것으로 나타났으며 이용자 태도 또한 구전의도에 긍정적인 영향을 미치는 것으로 나타났다. 둘째로, 핀테크 이용 동기, 이용자 태도, 구전의도간의 관계는 소비자들의 혁신저항에 따라 차이가 나는 것으로 밝혀졌다. 셋째로, 핀테크 이용 동기, 이용자 태도, 구전의도간의 관계는 메시지 유형(이성적, 감성적)에 따라 차이가 나는 것으로 밝혀졌다. 연구의 결론 부분에서는 연구결과의 요약, 시사점 및 한계점, 그리고 향후 연구방향에 대해서 기술하였다.

• 한국조리학회지
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• 제21권3호
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• pp.181-197
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• 2015

본 연구를 수행하기 위하여 호텔 조리사들의 아열대 채소에 대한 인지된 가치, 품질, 가격에 대한 인식을 조사하여 조리사들의 아열대 채소에 대한 신뢰와 이용의도, 구전의도 등을 조사하였다. 이 연구를 수행하기 위하여 서울 시내에 있는 호텔 조리사 중 아열대 채소를 경험해본 조리사들을 대상으로 연구를 진행하였다. 2014년 10월 1일부터 20까지 총 20일 동안 380부의 설문을 배포하여 불성실한 응답을 제외하고 총 353개의 설문을 분석에 이용하였다. 353개의 설문을 가지고, 빈도분석, 요인분석, 상관관계분석, 회귀분석을 실시하였다. 분석결과, 아열대 채소의 지각된 가치, 지각된 품질, 합리적 가격요인은 신뢰에 긍정적인 영향을 주었고, 신뢰는 구매의도와 구전의도에 긍정적인 영향을 주었다. 마지막으로 구매 의도는 구전에 긍정적인 영향을 주었다. 그러므로 아열대 채소의 품질을 높이고, 가격을 합리적인 수준으로 생산량을 늘리고, 제품에 대한 영양적, 기능적 연구에 노력하여 좋은 식재료가 될 수 있도록 노력해야 한다.

• 한국정보시스템학회지:정보시스템연구
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• 제32권2호
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• pp.1-24
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• 2023

Purpose The aim of this study is to investigate how system quality, privacy concerns, and usefulness impact user satisfaction and word-of-mouth intention towards smart order services among Chinese consumers. The study also seeks to provide both theoretical and practical implications based on the findings. Design/methodology/approach This study conducted an empirical study on Chinese consumers through an online survey on 274 users of smart order service in China. To analyze the data, frequency analysis, reliability analysis, and confirmatory factor analysis were performed using SPSS 26.0 and AMOS 26.0 statistical programs, and structural equation model was used for hypothesis testing. Findings The study results are as follows. First, system quality was found to have a positive effect on usefulness and user satisfaction. Second, privacy concerns were found to have a positive effect on user satisfaction, but not on usefulness. Third, user satisfaction was found to have a positive effect on consumers' word-of-mouth intention of the smart order service. Finally, mediating effects were found between system quality and user satisfaction through usefulness, as well as between system quality, perceived privacy concern, and usefulness through user satisfaction.

• 국제지역연구
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• 제15권2호
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• pp.225-245
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• 2011

본 연구는 중국의 북경, 청도, 상해 등에 거주하는 대학생과 일반인을 대상으로 중국 소비자들의 공정성 차원 즉 분배 공정성, 절차 공정성, 상호작용 공정성과 부정적 감정, 회복 만족 및 행동의도(재구매 의도, 구전의도) 간의 상호 관련성을 연구하고자 하는 것이다. 또한 공정성 차원과 회복 만족 간의 관계에서 부정적 감정의 매개효과를 조사하는 것이다. 본 연구의 결과에 의하면, 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정에 부의 영향을, 회복만족에 정의 영향을 미치는 것으로 나타났다. 둘째, 부정적 감정은 회복만족에 부의 영향을 미치는 것으로 나타났다. 셋째, 본 연구의 결과, 서비스 실패에 따른 회복 만족은 행동의도 즉 재구매 의도와 긍정적 구전의도에 정의 영향을 미치는 것으로 나타났다. 마지막으로 지각된 공정성 차원이 회복만족에 미치는 영향에 있어 부정적 감정의 매개효과를 검증한 결과, 부정적 감정은 공정성 차원 즉 분배 공정성, 절차 공정성 및 상호작용 공정성은 부정적 감정의 매개를 통해서 뿐만 아니라 직접적으로 회복만족에 미치는 것으로 나타났다. 본 논문은 서비스 실패에 따른 회복 과정에서 중국 소비자들의 구매행동을 이해하고, 이에 따른 할인점의 수익성 및 고객 유지 관리를 위한 전략 수립에 필요한 지식을 제공하고 있다.

• 한국프랜차이즈경영연구
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• 제13권2호
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• pp.17-31
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• 2022

Purpose: With the development of the Internet, consumers can quickly access the electronic word-of-mouth. Consumers seek to reduce uncertainty by referring to the opinions of other consumers about products and services when making purchase decisions. In the food service industry, evaluating a restaurant before an actual visitation is difficult. Therefore, electronic word-of-mouth is important to interact with the customer in restaurants. as it can be used as an exchange of information in which consumers participate and interact with other customers. This study was conducted to verify how online word-of-mouth characteristics (Consensus, Vividness, Neutrality) on attitudes and visit intention from the perspective of social exchange theory. And it was performed to verify the structural relationship between short-term visit intention, mid-term visit and long-term visit intention. Research design, data, and methodology: A survey was conducted on customers who have visited restaurants. Of a total of 312 responses, 306 responses were used, excluding insincere responses and missing values for factors analysis. SPSS 25.0 and AMOS 25.0 were used for statistical analysis, and hypothesis testing was conducted after verifying the validity and reliability of the questionnaire items. Result: The result of the analysis showed that, consensus and neutrality have a positive effect on attitude but not much on vividness. In addition, consensus, vividness, and neutrality have no effect on the short-term visit intention. Finally, the short-term visit intention has a positive effect on mid-term visit intention, and mid-term visit intention has a positive effect on long-term visit intention. Conclusions: Based on the results, this study suggested that it is necessary to have practical implications for marketing and monitoring restaurant reviews in consideration of the characteristics of electronic word-of-mouth. When managing electronic-word-of-mouth, it is necessary to manage the consensus and neutrality is essential to provide sufficient information about the restaurant. The focus should not only be on vividness, such as photos and videos. In addition, restaurants should also provide a good experience for first-time visitors as the short-term visit intention positively affects mid-term and long-term visit intention.

• 산경연구논집
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• 제9권1호
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• pp.51-65
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• 2018

Purpose - This paper aims to identify factors that influence the users' word-of-mouth intention (WOMI) regarding mobile apps, focussing on the impacts of technology acceptance model (TAM) and social network theory. Research design, data and methodology - Based on TAM, this study integrates social network theory into the research model. The 317 sets of data collected in a survey were tested against the model using SmartPLS. Results - Our findings suggest the following: 1) Personal innovativeness positively influences perceived usefulness (PU), perceived ease of use (PEU) and perceived enjoyment (PE); 2) PEU affects PU and PE; 3) Both PU and Satisfaction are directly correlated with WOMI. Although PEU and PE has no direct impact on WOMI, they may indirectly affect WOMI via Satisfaction, as PU, PEU and PE all positively influence satisfaction; 4) Network density and network centrality both play a mediating role in the relation between PEU and WOMI. Referral Reward Program have a positive moderating effect on the relation between PU and WOMI. Conclusions - The findings of this study illustrate the traits of Apps that can promote users' WOMI, as well as the characteristics of people who are more likely to participate in the word-of-mouth process. The findings provide a theoretical basis for app developers to make word-of-mouth a marketing strategy.

• 유통과학연구
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• 제18권2호
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• pp.39-48
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• 2020

Purpose: This study examines components that dictate service quality of Online Travel Agencies. Research design, data and methodology: This study performed a survey that targeted people who have purchased travel products using Online Travel Agencies in the past year at Incheon International Airport. Out of 280 questionnaires, this study selected 249(88.9%) questionnaires for analysis. In analysis, this study used statistical package called 'SPSS 22'. Results: Based on the results, this study identified that company reputation and transactional stability influenced consumers' intent to share anecdotal and practical information. Conclusions: This study discovered several major findings. First, 'convenience' and 'price', two major factors in service quality, imposed positive effects on word-of-mouth intention of consumers. In particular, 'convenience' had the most significant impact. Next, this study verified the moderating effects of 'transaction safety' and 'reputation' on the effect relationships between 'convenience' and 'price', and consumer word-of-mouth intention. The results conclude that, in fact, some statistically significant differences among the effect degrees of the two independent variables on the dependent variable according to the safety level of transaction on Online Travel Agencies website do exist. In short, 'transaction safety' variable does have moderating effects on the above relationships.

• International Journal of Contents
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• 제5권1호
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• pp.9-14
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• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.