• Management & Information Systems Review
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• v.31 no.2
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• pp.231-251
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• 2012

Customer delight is critical to firm's success in today's competitive environment. This importance has led marketing scholars and practitioners to recommend that firms improve their customers' delight because it is a key to customer loyalty. However, researchers and practitioners have also begun to express concern on the process that underlies customers' delight-loyalty relationship. The purpose of this paper is to investigate this question: 'Does it really matter that firms delight to their customers to achieve greater customer loyalty?' The results from one experiment using a scenario method and the data collected by questionnaire real that delighted customers(offered an unexpected gift) were significantly more warmth, joy and loyalty than satisfied respondents(offered a free gift). The warmth dimension of delight influenced positively on loyalty in satisfied customer group. In delighted customer group, both warmth and joy influenced positively on loyalty.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.1
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• pp.109-123
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• 2019

Recently, As the desire of consumer gets complexed and demanding, business environment is they are rapidly changing to customer-oriented ones. In order to survive in an age of fierce competition with competitor encompassing changing and customer's needs of consumer company emphasizes market orientation to have a sustainability. It is necessary not only satisfy consumer but also to provide customer delight. We want to see if customer's loyalty can be increased by experiencing C/S and C/D. First, customer's loyalty influences repurchase intention after experiencing customer's satisfaction and customer's delight. Second, customer's satisfaction is influenced by customer's satisfaction level. Especially Joy is one of the most important factor affecting customers delight. Third, customer's loyalty is one of the most important factor affecting customer's satisfaction. Finally, through this study, it was found tha customer's satisfaction and customer's satisfaction improve the repurchase relationship which is crucial from customer's loyalty.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.81-95
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• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• Journal of Korea Society of Industrial Information Systems
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• v.24 no.3
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• pp.51-66
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• 2019

The purpose of this study is to investigate the effect of brand experience on brand engagement and customer delight on sports brands belonging to experiential products. In addition, we examined how brand engagement influences consumers' perceptions, emotions, and behavioral responses to brands. As a result, it was confirmed that the brand experience has a positive influence on the brand engagement, customer delight, and brand satisfaction. In particular, it has been confirmed that brand engagement has a positive influence on brand loyalty, so that customers with high brand engagement tend to establish a long-term relationship with the brand. In addition, brand satisfaction has a positive effect on customer delight. Therefore, it is necessary for the brand manager to utilize the brand experience elements and brand engagement to enhance the value of the long-term relationship between the customers and the brand.

• 주택과사람들
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• s.218
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• pp.78-81
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• 2008

올해로 창립 38주년을 맞이한 계룡건설은 변화와 혁신을 바탕으로 자사 브랜드인 리슈빌의 명성을 이어가고, 해외에서도 다양한 활동을 펼치고 있다. 성공적인 사업 실적과 더불어 도움이 필요한 사회 곳곳에서 봉사를 실천해 진정한 고객 감동을 실현하고 있는 계룡건설에 대해 알아본다.

• LOGISTICS
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• v.1 no.1 s.1
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• pp.16-19
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• 2003

지난 3월4일 한$\cdot$중$\cdot$일 3국은 북격에 모여 파렛트 표준화 대계(大計)에 대해 토론을 벌였다. 나는 이 기간에 알게된 한국의 (사)한국물류협회 서병륜회장으로부터 그가 쓴 ''물류의 길''이라는 책을 선물받았다. 나는 이 책을 노동절 기간에 열심히 읽고, 서회장의 물류대업에 대한 헌신적인 정신에 감동했다. 내가 느낀 감동들을 여러 사람과 함께 하고 싶어 이렇게 펜을 든다.

• Journal of Digital Convergence
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• v.15 no.4
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• pp.413-419
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• 2017

This experimental research explores the effect of low attention of movie audience on the experience of presence, the degree of emotional touch, and memory about movie contents, because of indiscreet use of smart phone. This study measured and analyzed the experience frequency of presence, degree of emotional touch and recognition memory about movie contents by self report survey, after showing 2 subject groups consisting of 83 University students, one with not manipulated attention, the other with manipulated attention, using smart phone intentionally. This research found that the subjects exposed to the movie with not manipulated attention showed more presence experiences, and higher degree of emotional touch than the subjects exposed to the movie with manipulated attention. However meaningful difference of recognition memory was not discovered between the 2 groups. The result of this research can have a meaning because proceeding studies about presence effect of movie mainly dealt with the effect of HDTV, 3D image, stereo sound on the experience of presence, arousal, pleasure of movie audience and it is difficult to find studies about the relation between attention of movie audience and the experience of presence, emotional touch, and memory.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.10a
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• pp.181-184
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• 2000

우리나라의 PC통신 고객은 그 동안 급속한 성장을 해왔으며, 향후에도 매년 40%이상의 높은 성장이 지속 될 것으로 예상을 하고 있다. 그러나 이러한 급격한 성장은 기본 인프라 부족과 서비스지원인력 부족으로 인한 고객의 기대충족 미흡, 불안정한 수익구조 등으로 인해 취약한 우리나라 PC통신의 경쟁 여건을 더욱더 악화시킨 것으로 우려되고 있다. 따라서 본 연구에서는 체계적인 선비투자와 최적의 경쟁여건 개선을 위하여 고객의 기대지표라고 할 수 있는 각 혁신변수들(구조적, 고객 지향적, 상징적)을 정의하고, 각각의 혁신활동들이 고객만족 퍼포먼스 축적에 어떤 영향을 미치고 있으며, 고객감동 성과제고와 PC통신 사업자들의 경쟁적 특성에 어떠한 영향을 미치는지 알아보았다. 각 경쟁력에 유의한 영향을 미치는 상관관계를 알아보기 위해 국내 주요 5개 PC통신사를 이용하는 통신관련 실무자를 대상으로 설문조사를 실시, 고객만족 퍼포먼스 축적을 통하여 고객감동에 이르는 경쟁력에 대한 가설검정과 측정변수와의 상관관계 분석을 통하여 고객만족 퍼포먼스 축적을 위해서 어떠한 혁신활동을 우선적으로 추진해야 하는지에 대한 대안을 제시하였다.

• 발명특허
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• v.2 no.6 s.16
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• pp.12-15
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• 1977

• The Monthly Diabetes
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• s.135
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• pp.54-55
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• 2001