• Journal of Distribution Science
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• v.13 no.8
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• pp.91-96
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• 2015

Purpose - This study reviews the delivery of child welfare service quality and examines how the dimensions of the variables of customer satisfaction impact the results from a service distribution perspective. This study differs from existing research since it proposes that a recognized level of child welfare service quality is necessary to achieve customer satisfaction from the perspective of service distribution. Research design, data, and methodology - This study explores child welfare service quality factors that affect customer satisfaction. The study examines and analyzes demographic variables, service quality dimensions, and the causal relationships between child welfare service quality and customer satisfaction. Data from 300 child welfare cases were collected from organizations in Korea in the areas of Busan and Gyeongsangnamdo. The methods of analysis are as follow. First, using descriptive analysis frequency, the percentages were evaluated to assess the demographic variables. Second, Cronbach's α was used to test reliability and to evaluate the internal consistency of the measuring of items. Third, multiple regression analysis was conducted to find out how much the independent variable can affect customer satisfaction. Results - Five factors of child welfare service quality were identified in three categories: process quality (assurance, empathy), results quality (reliability, caring), and physical environment quality (tangibles). There were significant differences among the effects of the child welfare service quality factors on customer satisfaction. A multiple regression analysis was done with process quality (assurance, empathy), results quality (reliability, caring) and physical environment quality (tangibles) to test the hypothesis: assurance (t=2.434, p<0.05), empathy (t=3.677, p<0.001), reliability (t=3.271, p<0.05), caring (t=4.380, p<0.000), and tangibles (t=3.654, p<0.01) had a positive influence on child welfare service quality from a service distribution perspective. Therefore, hypotheses 1, 2, 3, 4, and 5 were supported. In addition, multiple regression analysis on the effects of the variables showed that caring (β=0.273), empathy (β=0.246), tangibles (β=0.265), reliability (β=0.152), and assurance (β=0.131) all had a positive and strong influence on child welfare service quality from a service distribution perspective. Therefore, all child welfare service quality categories (process, results and physical environment quality) were positively statistically significant. Conclusion - In this study, the main findings can be summarized as follows. First, the quality of service of child welfare consists of three dimensions of quality: process quality, results quality, and physical environment quality. The results of the multiple regression analysis also showed that caring and reliability were confirmed as more meaningful variables by the increasing loading factors. Second, the family members involved in child welfare proposed caring as the most important variable among the dimensions of service quality. Third, the results of the hypothesis testing using regression showed that all child welfare service quality factors had a positive impact on customer satisfaction. The results of the study could provide useful information to help increase the effectiveness of delivery strategies for child welfare service quality from a service distribution perspective.

• The Journal of Industrial Distribution & Business
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• v.9 no.6
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• pp.65-76
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• 2018

Purpose - The study aims to provide the relationships between the social servicescape and customer's emotion and voluntary behaviors were investigated in this study. The social servicescape was largely divided into service employee's image and other customers (in customer's similarity, physical appearance and suitable behavior). Firstly, the relationship between service employee's image and customer's positive emotion was investigated as a specific purpose of study. Secondly, this study attempted to understand the relationship between other customers (in customer's similarity, physical appearance and suitable behavior) and customer's positive emotion. Lastly, the relationship between customer's positive emotion and customer's voluntary behavior dimension (intention to cooperate, intention to participate in and loyalty) was examined. Research design, data, & methodology - In order to prove the hypotheses in this study, the customers who have experienced family restaurants during the last two months were targeted for a survey. A total number of 300 survey papers were distributed and as a result, 248 papers could be used for analysis, except the papers with insincere answers. After the analysis of the reliability and validity of each major variable, the hypothesis was verified through the structure method by using Amos 20.0. Results - First, the results of hypothesis testing on the relationship between social servicescape and customer's positive emotion showed service employee image gives a positively meaningful impact on customer's positive emotion. Secondly, the results on the relationship between other customers and customer's positive emotion indicated that the customer's similarity and physical appearance has a positively significant impact on customer's emotion while customer's suitable behavior has not a significantly positive impact on customer's positive emotion Lastly, customer's positive emotion was shown to have a significantly positive influence on customer's voluntary behavior dimension, that is, intention to cooperate, intention to participate in and loyalty. Conclusions - This study aims to focus on and emphasize the social servicescape and its importance, which is different from the previous studies that have been focused largely on physical servicescape. Such results in this study indicated the social servicescape (service employee's image and other customers) as an important factor that affects customer's positive emotion and voluntary behavior.

• Journal of Digital Convergence
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• v.15 no.5
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• pp.99-106
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• 2017

The purpose of this study is to analyze the relationship between tourist 's intention to use smartphone and the preceding factors through the questionnaire. For achieving this research purpose, this study surveyed the tourists who use smartphone to investigate the influence of interactivity such as two-way communication and synchronicity as hypotheses on the influence of flow, and the effect of attitude factors on continuous intention to use was analyzed by research model. In this study, a partial least squares based structural equation (PLS-SEM) method was applied to verify the hypothesis of the proposed research model. Finally, the validity of the proposed research model was confirmed through confirmatory factor analysis and hypothesis testing. Therefore, the results of this study show that interactivity and flow are influential for the reuse of users in utilizing information by using smartphone, and it affects the attitude of users in developing smart tourism system in the future. The results of this study can be utilized as basic data related to the acquisition of information by smartphone of tourists in the future development of smart tourism system.

• The Journal of Industrial Distribution & Business
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• v.10 no.11
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• pp.35-47
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• 2019

Purpose: Current study focused on investigating the effects of the self-dissociation as a thought in which consumers dis-identify or dissociate with the threatened in-group and the escapism as a tendency of consumers' distracting themselves and avoiding their thoughts about the in-group under severe but adoptable criticism by turning their attention elsewhere on across-domain compensatory consumption intention. And It explored not only the positive roles of undesirability thought against the in-group in consumers' forming the self-dissociation and the escapism, but also the effects of negative emotion to the in-group felt at the place of being exposed to the criticism against the in-group on the escapism. Research design, data, and methodology: The experiment was performed with the in-group-threatening single factor within-subject design. Questionnaire data were collected from 196 undergraduate students, and the data were used to testing research hypotheses by structural equation model of Amos 21.0. Results: First, both the self-dissociation of consumers' dis-identifying with the in-group criticized severely by others and the escapism of their deliberately directing their thoughts and distracting their attention away from thinking the in-group positively influenced on the across-domain compensatory consumption intention. Second, the negative emotion positively influenced on the escapism. Third, the undesirability thought to the in-group under the severe criticism positively effected on the self-dissociation as well as the escapism. Putting in the nutshell, the findings of this study are consistent with the idea that consumers can overcome the negative self-discrepancy on one dimension of their social identity by distracting themselves and avoiding thinking about the threatened in-group to find meaning on another dimension which might lead them to the place of doing the across-domain compensatory consumption. Conclusions - Focusing on the results of this study, checking which aspects of consumers' social identity are linked to products or brands is at issue to marketers when the consumers are faced with the criticism against the in-group. The marketers should build the messages about their products or brand not related to the checked aspects, and communicate the messages, to lead the consumers to the place of doing the across-domain compensatory consumption by their products or brands.

• Culinary science and hospitality research
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• v.19 no.3
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• pp.156-172
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• 2013

The purpose of this study is to understand the influence of food & beverage employees' stress coping styles in the deluxe hotel industry on job satisfaction and customer orientation. Based on total 250 food & beverage employees obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the AMOS program. The hypothesized relationships in the model test simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit the data, ${\chi}^2$=252.876(p<0.001), df=143, CMIN/DF=1.768, GFI=0.914, AGFI=0.873, NFI=0.936, CFI=0.971, RMSEA=0.056. The model's fit, as indicated by these indexes, was deemed satisfactory, thus providing a good basis for testing the hypothesized paths. The SEM showed that the emotion oriented(${\beta}$=-.181, p<0.01) and avoidance oriented(${\beta}$=-.129, p<0.05) had a negative significant influence on job satisfaction. The multi-group analysis effects on division and status did. Also, job satisfaction(${\beta}$=.599, p<0.01) had a positive significant influence on customer orientation. Limitations and future research directions are also discussed.

• Management & Information Systems Review
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• v.36 no.2
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• pp.37-58
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• 2017

This study analyzed the effect of how much work-family conflict affect on job involvement and life satisfaction and the effect of moderating effect of demographic characteristics in Mongolia SMEs. For these, this study explores theoretical background about work-family conflict(work interference with family conflict, family interference work conflict), job involvement and life satisfaction, then derived research framework and hypotheses from exploration of theoretical background. According to hypothesis testing result, first, work interference with family conflict has negative effect on life satisfaction. Second, family interference work conflict has negative effect on job involvement and life satisfaction. Third, there is not significance of moderating effect of demographic characteristics between work-family conflict and job involvement/life satisfaction. The main implication of this study is to promote leader's change of awareness about work-family conflict management, to institute flexible work arrangements and selective implementation of a maternity leave and a parental leave and to establish an evaluation system.

• Science of Emotion and Sensibility
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• v.12 no.2
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• pp.181-192
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• 2009

The purpose of this study was to explain the attitudes and acceptance toward the smart clothing adopted by the TAM(Technology Acceptance Model). A theoretical model on consumer acceptance of the commercialized smart clothing was constructed on the basis of previous studies and a review of literature and tested the path analysis. For the data analysis, statistical methods of confirmatory factor analysis, correlation, and covariance structural analysis using AMOS 5.0 package were employed. The results from a web-based survey of 557 online consumers indicate that the TAM by Davis(1989) adopted by perceived value according to market price was able to explain consumer acceptance of smart clothing substantially well. Using structural equation modeling, eight of the six hypotheses investigated in this study were supported. The results of the testing of the hypothesis were as fellows: First, perceived ease of use had a side effect on attitude through perceived usefulness. In addition, the attitude was found to affect consumer acceptance. Second, perceived usefulness was found to affect consumer attitude on perceived value, however, had not significant effect on consumer acceptance toward smart clothing. Third, perceived value was found to affect both consumer acceptance and attitude toward smart clothing. Finally, the attitude toward smart clothing had a direct effect on the consumer acceptance.

• Journal of Information Management
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• v.40 no.3
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• pp.61-77
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• 2009

Recently, enterprises are protecting information assets with the various means of control and management. Nevertheless, they are confronted with the dilemma which the higher securitylevel they request, the lesser efficiency and productivity in short terms they acquire by the inconvenience of business process. In addition, in spite of the steady increase of organization's investment on information protection, the systematic way for the performance measurement of information protection has not been suggested, so that in reality, it is difficult to make the decision to invest on information-protection and elicit the direction to improve it. For this reason, this study intended to establish the concept of the protection and security of information assets of enterprises and to categorize the type of activities to protect information assets into management activity and control activity, and analyze the effects of management activity and control activity for information asset protection on the performance of information asset protection activity and organization. For this research, questionnaire survey was conducted with literature study and the PLS(Partial Least Square) was used to analyze the measurement model and hypotheses testing. The PLS analysis results indicate that management activity for information asset protection affects information asset protection performance. Further, organizational performance is influenced by information asset protection performance. Practical implications of these findings and future research implications are also discussed.

• The Korean Journal of Applied Statistics
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• v.5 no.2
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• pp.243-254
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• 1992

In the present study two sets of unbalanced two-way cross-classification data with and without empty cell(s) were used to evaluate empirically the various sums of squares in the analysis of variance table. Searle(1977) and Searle et.al.(1981) developed a method of computing R($\alpha$\mid$\mu, \beta$) and R($\beta$\mid$\mu, \alpha$) by the use of partitioned matrix of X'X for the model of no interaction, interchanging the columns of X in order of $\alpha, \mu, \beta$ and accordingly the elements in b. An alternative way of computing R($\alpha$\mid$\mu, \beta$), R($\beta$\mid$\mu, \alpha$) and R($\gamma$\mid$\mu, \alpha, \beta$) without interchanging the columns of X has been found by means of,$(X'X)^-$ derived, using $W_2 = Z_2Z_2-Z_2Z_1(Z_1Z_1)^-Z_1Z_2$. It is true that $R(\alpha$\mid$\mu,\beta,\gamma)\Sigma = SSA_W and R(\beta$\mid$\mu,\alpha,\gamma)\Sigma = SSB_W$ where $SSA_W$ and means analysis and $R(\gamma$\mid$\mu,\alpha,\beta) = R(\gamma$\mid$\mu,\alpha,\beta)\Sigma$ for the data without empty cell, but not for the data with empty cell(s). It is also noticed that for the datd with empty cells under W - restrictions $R(\alpha$\mid$\mu,\beta,\gamma)_W = R(\mu,\alpha,\beta,\gamma)_W - R(\mu,\alpha,\beta,\gamma)_W = R(\alpha$\mid$\mu) and R(\beta$\mid$\mu,\alpha,\gamma)_W = R(\mu,\alpha,\beta,\gamma)_W - R(\mu,\alpha,\beta,\gamma)_W = R(\beta$\mid$\mu) but R(\gamma$\mid$\mu,\alpha,\beta)_W = R(\mu,\alpha,\beta,\gamma)_W - R(\mu,\alpha,\beta,\gamma)_W \neq R(\gamma$\mid$\mu,\alpha,\beta)$. The hypotheses $H_o : K' b = 0$ commonly tested were examined in the relation with the corresponding sums of squares for $R(\alpha$\mid$\mu), R(\beta$\mid$\mu), R(\alpha$\mid$\mu,\beta), R(\beta$\mid$\mu,\alpha), R(\alpha$\mid$\mu,\beta,\gamma), R(\beta$\mid$\mu,\alpha,\gamma), and R(\gamma$\mid$\mu,\alpha,\beta)$ under the restrictions.

• Journal of Distribution Research
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• v.7 no.1
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• pp.61-86
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• 2002

The number of people who perform their banking business on Internet has been increasing drastically during the recent period and the trend still continues. Banks and other types of financial institutions are now competing intensely with each other in attracting customers to this new innovative banking service. The marketers in charge of formulating and implementing the strategies for this new banking business need to understand the behavioral factors as well as the technical factors in order to succeed in attracting more customers to this new service. products. A deep understanding as to why and how the customers are adopting the new service developed on information technology is a prerequisite for a successful marketing effort. The purpose of this dissertation is to find out what factors are playing important roles in the customers'decision related to the adoption of the Internet banking services. The focus of the research is threefold. First. by testing the hypotheses proposed by the Technology Adoption Model, a well-known theory in the IT-related behavioral science, an analysis was made as to which factors are more important in affecting the attitudes and adoption of the Internet banking on the part of customers. Secondly, an analysis was made as to whether the three criteria of the Technographics- -the attitude toward new technology, level of income, and the motivational factor- -are useful as the criteria for segmenting the Korean users of the online banking. Thirdly, an analysis was made as to whether each customer group segmented by the criteria of the Technographics reveal a differential decision process and thus requires a differential approach strategywise.