• Title/Summary/Keyword: 고객가치이론

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The Effect of the Service Quality of Family Restaurants on Selection Attribute, Revisit Intention, and Customers Satisfaction (패밀리 레스토랑 이용 고객의 서비스 품질이 선택 속성과 고객 만족 및 재방문에 미치는 영향)

  • Cho, Yong-Bum
    • Culinary science and hospitality research
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    • v.15 no.3
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    • pp.294-306
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    • 2009
  • Although the external aspects of the family restaurant industry such as sales volume and the number of restaurants are rapidly increasing, and the environmental changes of the restaurant industry give rise to the importance of a more systematic and detailed study. The objective of this study is to examine which factors and how they influence the intention of revisit, and present an effective restaurant marketing strategy based on the analytical results by patrons and market segmentations. In order to substantiate the proposed model of this study, the SPSS Win 12.0 program was used for the statistical analysis. The results showed that service quality factors had a positive effect on satisfaction, word of mouth, recommendation and intention of revisit. The study verifies how service quality which consists of selection attribute, customer satisfaction and intention of revisit influences revisit.

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Development of Customer Satisfaction VE Process during Design Phase using Axiomatic Design Theory (공리적 설계를 활용한 고객만족형 설계VE 프로세스 개발)

  • Park, In-Woo;Cho, Kyu-Man;Hyun, Chang-Taek;Hong, Tae-Hoon
    • Korean Journal of Construction Engineering and Management
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    • v.10 no.3
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    • pp.111-121
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    • 2009
  • Value Engineering(VE) at design phase(so-called Design-VE) becomes quite a compulsory solution for better customer satisfaction, cost reduction, higher product performance, and, eventually, insured predominance in the competition. Unlike intended, however, the customer requirement on Design-VE has not been fully reflected in reality. Furthermore, the Design-VE occasionally does not progress in regular sequence; Preparation for measuring customer requirement - Function analysis - Idea creation. Therefore, this study suggests Axiomatic Design Theory to be adopted in Design-VE process expecting that the functions required by the customer could systematically reflected in VE process. Post-occupancy Evaluation(POE) is also represented as a method to measure and arrange the customer requirements. The customer satisfaction Design-VE process creates ideas defining functions in more detailed, to reflect the concrete user requirement. This approach helps function analysis and idea creation linked closely because function and idea are developed zigzag (i.e. function - idea - function...) in being decomposed into level down. The application of the process proposed by this study will be helpful to improve the customer requirement measurement and clarify a link between functions and ideas.

A Comparative Study on the Evolution Stage of E-Commerce & Smart Commerce Service Focused on the Extended Spiral Evolution Model (E-커머스, 스마트 커머스의 단계별 진화에 따른 비교 연구 - 나선형 진화 모형의 확장을 중심으로)

  • Lee, Sang-Ok;Lee, Sang-Ho
    • Journal of Digital Contents Society
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    • v.18 no.7
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    • pp.1281-1291
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    • 2017
  • This study examines the evolution of e-commerce industry over the past 20 years until the emergence of a new type of commerce, smart commerce, focused on Facebook. The researcher explained the evolutionary process step by step, focusing on the evolution of business model, evolution of platform, evolution of customer service value, analysis and evaluation, applying spiral evolution theory, Based on the axes, we applied the exploration and exploitation theory from the viewpoint of the operator and the user, analysis of innovative technology and customer feedback, and proposed an innovative business model. And researchers expect that theoretical and practical contribution of e-commerce industries and policies, through study of industry evolution.

The Effects of Personal Values as Enduring Shopping Motives on Attribute Evaluation and Re-patronage Intention to a Discount Store (지속적 쇼핑동기로서의 개인가치가 할인점 점포연상 평가와 단골의도에 주는 계층적 영향)

  • Koo, Dong-Mo
    • Journal of Global Scholars of Marketing Science
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    • v.16 no.1
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    • pp.45-71
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    • 2006
  • Questionnaire data of 287 patrons of Tesco's Homeplus, Carrefour, Ermart, and Wal-rnart in the northern Daegu, Korea, using a structural equation model, were analyzed to investigate the hierarchical effects of values on discount store re-patronage intention as a measure of store loyalty, mediated by customers' evaluations of store associations. It was revealed that while customers' social affiliation value has a positive effect on store atmosphere evaluation, customers' self-actualization value has a positive impact on both after-sale service and employee services. It was also revealed that three associations such as access to a store, interior design, and employee services in their descending order have strong positive influences on the formation of customers' re-patronage intention. Theoretical and managerial implications are discussed in the conclusion.

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The Influence of Shop Crowdedness in Dining Franchise Liquor Shops upon the Perceived Values and Intent to Revisit (외식 프랜차이즈 주류 매장의 점포 혼잡성이 이용자의 지각된 가치와 재방문의도에 미치는 영향)

  • Han, Jinseok
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.21 no.5
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    • pp.362-371
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    • 2020
  • The purpose of this study is to analyze the influence of the crowdedness of dining franchise liquor shops on the perceived values and revisit intention. For this purpose, 361 customers who had visited dining franchise liquor shops located in Seoul and Gyeonggi-do areas were surveyed, and data was analyzed using AMOS 23.0 and SPSS 23.0 statistics programs. The analyses yielded the following findings. First, a higher level of crowdedness in the shop turned out to lower the perceived value of users. Second, a higher level of perceived value resulted in a higher level of revisit intent. Third, the analysis on the mediating effect of the perceived value showed that, in the relationship between the human crowdedness and revisit intention, both practical and hedonic values had mediating effects. However, in the relationship between the spatial crowdedness and the intent of revisit, the practical value had a mediating effect, while hedonic value did not exhibit such an effect. This study is meaningful in that it is presented as a theoretical establishment and an empirical study on dining franchise liquor shops.

A Study on Modeling Framework of Convergence Business (융합 비즈니스 모델링 프레임워크에 관한 연구)

  • Kim, Duk-Hyun
    • The Journal of Society for e-Business Studies
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    • v.17 no.4
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    • pp.175-196
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    • 2012
  • Compared to the wide spread of convergence in government and industries there are still lack of theoretical foundation and effective methodologies to successfully implement it. Especially, there are few remarkable results on the ideal types of convergence business model (BM) in both domestic and foreign researchers. In this paper we show theoretical types, strategic alternatives, and design steps of convergence BM could be developed based on '4WH1H model' which is a conceptual framework of a BM. 4W1H model includes 5 constituents of a BM, i. e., customer value, value proposition, operation, target market, and supply capability. We derive 5 theoretical types of convergence BMs depending on the focus of innovation, i.e., value, product, operation, market, and capability. After defining the constituents and types (i.e., structural aspects) of convergence BM, we also show a BM could be linked with business strategy by defining the interaction among 5 constituents (i.e., behavioral aspects) of convergence BM.

Successful Win-Win Requirements Negotiation Method using Game Theoretic Approach (게임 이론적 접근을 통한 효과적인 윈윈 요구사항 협상 기법)

  • Lee, Kwan Hong;Lee, Seok-Won
    • Journal of KIISE
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    • v.43 no.8
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    • pp.857-868
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    • 2016
  • With changing software industry structure, the emerging concept called Software Ecosystems (SECO) has various challenges that software engineers have to overcome. In market-driven software product development, they should have the capability to offer high value products to their own business and their customers in order to being competitive. Each stakeholder's perspectives and interests should be reconciled in terms of requirements so that engineers can offer high value products through requirements selection. Existing works have just mentioned the need of requirements negotiation between stakeholders without proposing detailed guidelines or practice. In this work, a systematic Requirements Negotiation process is proposed to resolve conflicts of interests of stakeholders in SECO. The interests of stakeholders are analyzed based on goal-based requirements engineering. The rationale of requirements conflict is structured for management. A stepwise requirements negotiation process aims at resolving requirements conflict by applying game theory concepts based on self-interested behaviors of stakeholders.

Study on the Relationships Among Perceived Shopping Values, Brand Equity, and Store Loyalty of Korean and Chinese Consumers: A Case of Large Discount Store (한국과 중국 소비자의 쇼핑 경험가치 지각과 브랜드자산 및 점포충성도의 관계에 관한 비교 연구: 대형 할인점을 중심으로)

  • Hwang, Soonho;Oh, Jongchul;Yoon, Sungjoon
    • Asia Marketing Journal
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    • v.14 no.2
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    • pp.209-237
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    • 2012
  • 1. Research Purpose Consumers rely on various clues to evaluate their decision to patronize a retail store, and store brand is one of them (Dodds 1991; Grewal et al. 1998). As consumers find ever increasing variety of contact points connecting them to specific store, the value of experiential shopping as a means of increasing store's brand equity warrants greater attention from scholars of retail management. Retail shopping values are credited for creating not only cognitive experiences like brand knowledge but also emotional experiences such as shopping pleasure and pride (Schmitt 1999). This may be because today's consumers place emphasis on emotional values associated with shopping pleasure, lifestyle brought to life, brand relationship, and store atmosphere more than utilitarian values such as product quality and price. Many previous literature found this to be true (Ahn and Lee 2011; Mathwick et al. 2001). This brings forth important research issues and questions regarding the roles of shopping experiential values and brand equity with regard to consumer's retail patronage choice. However, despite this importance, research on this area remains quite inadequate (Hwang 2010). For this reason, this study aims to verify the relationships among experiential shopping values, retail store brand equity and tries to link that with customer loyalty by surveying large-scale discount store shoppers in Korea and China. 2. Research Contents In order to carry out the research objective, this study conducted comprehensive literature survey on previous literature by discussing major findings and implications with regard to shopping values and retail brand equity and store loyalty. For data collection, researcher employed survey-based research method where data were collected in two major cities of Korea (Seoul) and China (Bejing) and sampling frame was based on patrons of large discount stores in both countries. Specific research questions raised in this study are as follows; RQ1: How do Korean and Chinese consumers differently perceive of shopping values regarding shopping at large-sclae discount stores? RQ2: Are there differences in consumers' emotional consumption propensities? RQ3: Do Korean and Chinese consumers display different perceptions of brand equity towards large-scale discount stores? RQ4: Are there differences in relationships between shopping values and brand equity for Korean and Chinese consumers? For statistical analysis, SPSS17.0, AMOS17.0 and SmartPLS were employed. 3. Research Results The data collected through face-to-face survey conducted in Seoul and Bejing revealed appropriate data validity and reliability as a result of exploratory/confirmatory factor analysis and reliability tests, andh SEM model yielding satisfactory model fitness. The result of the study may be summarized by three main points. First, as a result of testing differences in consumption dispositions, Chinese consumers showed higher scores in aesthetic and symbolic dispositions, whereas Korean consumers scored higher in hedonic disposition. Second, testing on perceptions toward brand equity of large discount stores showed that Korean consumers exhibited more positive perceptions of brand awareness and brand image than Chinese counterparts. Third, the result of exploratory factor analysis on the experiential shopping values revealed different factors for each country. On Korean side, consumer interest value, aesthetic value, and hedonic value were prominent, whereas on Chinese side, hedonic value, aesthetic value, consumer interest value, and service excellence value were found salient. 4. Research Implications While many previous studies on inter-country differences in retailing area mainly focused on cultural dispositions or orientations to explain the differences, this study sets itself apart by specifically targeting individual consumer's shopping values from an experiential viewpoint. The study result provides important theoretical as well as practical implications for large-scale discount store, especially the impotance of fully exploring the linkage between shopping values and brand equity, which has significant influence on loyalty. Therefore, the specific implications deriving from the result shed some important insights upon the consumption values based on shopping experiences and brand equity. The differences found in store shoppers between the two countries may also provide useful insights for Korean and Chinese retailers who plan to expand their operations globally. Related strategic implications derived from this study is the importance of localizing retail strategy which is based on the differences found in experiential shopping values between the two country groups. Especially the finding that Chinese consumers value consumer interest and service excellence, whereas Koreans place importance on hedonic or aesthetic values indicates the need to differentiate the consumer's psychographical profiles when it comes to expanding retail operations globally. Particularly important will be to pursue price-orienated strategy in China in consideration of the high emphasis on consumer interests and service excellence, but to emphasize the symbolic aspects of brand equity in Korea by maximizing the brand equity associated with aesthetic values and hedonic orientations. 5. Recommendations This study focused on generic retail branded discount stores in both countries, thus making it difficult to tease out store-specific strategies based on specific retail brands. Future studies may benefit fro employing actual brand names in survey questionnaire to verify relationship between shopping values and brand-based store strategy. As with other studies of this nature, this study needs to strengthen the result's generalizability by selecting respondents from a wider spectrum of respondents.

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리뷰어 평점 이력이 리뷰 조작에 대한 인식 및 리뷰 유용성에 미치는 영향: 여행플랫폼을 중심으로

  • Jang, Mun-Gyeong;Lee, Sae-Rom;Baek, Hyeon-Mi
    • 한국벤처창업학회:학술대회논문집
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    • 2022.11a
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    • pp.181-185
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    • 2022
  • 고객들은 조작된 온라인 리뷰가 범람하는 가운데 진정성과 가치를 지닌 리뷰를 보고자한다. 귀인 이론(Attribution theory)의 관점에서, 사람들은 리뷰어의 과거 평가 이력을 바탕으로 리뷰가 진정성 있는지를 판단하는 경향이 있다. 이러한 배경에서 본 연구의 목적은 리뷰어의 과거 평점 이력이 조작된 리뷰로 인식하는 것에 어떠한 영향을 미치며, 최종적으로 리뷰 유용성이 어떠한 영향을 미치는지 알아보는 것이다. 제안된 가설을 검증하기 위해 2차 데이터 분석(연구1)과 실험(연구2)을 수행했으며, 두 연구는 일관된 결과를 보여준다. 연구 1은 리뷰어의 과거 평가 이력이 리뷰 유용성에 미치는 영향을 분석하였다. 귀인이론에 근거하면, 사람들은 리뷰를 다른 목적을 가지고 작성되었다고 인식할 경우에 리뷰가 조작되었다고 생각하고, 그 리뷰가 물건이나 서비스의 진정한 가치를 평가하지 않았다고 간주한다. 따라서 해당 리뷰는 유용성이 낮게 평가되는 경향이 있다. 2차 데이터를 분석하기 위해 우리는 Python을 이용한 웹 스크레이퍼를 개발하여 TripAdvisor(TripAdvisor.com)에서 호텔 정보, 리뷰, 리뷰 정보 등의 연구 데이터를 수집하였다. 수집한 890명 리뷰어에 대한 100,621개의 리뷰를 분석하기 위해 음이항 회귀 분석을 수행하였다. 분석 결과, 평균 평점을 낮게 주는 리뷰어의 경우에 리뷰 유용성에 유의미한 영향을 미치지 않는 것으로 나타났다. 사람들은 극단적인 평점을 거의 주지 않는 리뷰어가 작성한 리뷰가 더 도움이 된다고 평가했다. 연구 2는 리뷰어의 과거 평점 이력을 기준으로 리뷰가 조작되었다고 평가하는 사람들의 인식 프로세스를 실험하였다. 실험 결과, 사람들은 리뷰어의 과거 평점 이력이 평균적으로 평점을 낮게 주는 경우에는 리뷰가 의심스럽다고 판단하지 않는 것으로 나타났다. 그리고 사람들은 리뷰어가 대부분 극단적인 평점을 주는 이력이 있다면 해당 리뷰어가 작성한 리뷰가 의심스럽다고 판단하는 것으로 나타났다. 연구2는 사람들이 리뷰어의 과거 평점 이력을 바탕으로 리뷰가 조작되었는지 또는 리뷰가 도움이 되는지 판단하는 경향이 있음을 보여준다. 본 연구는 귀인이론을 바탕으로 리뷰어의 과거 평점 이력이 리뷰 조작성에 대한 인식과 리뷰 유용성에 미치는 영향을 분석하여, 해당 연구분야에 새로운 관점을 추가한 기여점이 있다.

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How Customer Experience Management in the Hotel Industry can Lead to a Willingness to Pay More (호텔 기업의 고객경험관리(CEM)는 기꺼이 더 지불하게 하는가?)

  • Choi, Wook-Hee
    • Culinary science and hospitality research
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    • v.22 no.7
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    • pp.267-280
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    • 2016
  • Customer Experience Management (CEM) appeared as a complementary solution to overcome CRM limitations. CEM enhances profitability through building long-term relations with customers by understanding their experiences. This study aims at investigating the impact of customer experience quality on the willingness to pay more through customer satisfaction in the hotel businesses. The survey for this study was carried out on customers who had domestic hotel experience s within the last 6 months. Out of the 306 questionnaires retrieved, 225 valid responses were used for the empirical analysis that utilizied the statistical package programs SPSS 18.0 and AMOS 18.0. The research findings may be summarized as follows. First, as an outcome of the research hypothesis that each component of customer experience management would influence satisfaction, 'the peace of mind' & 'the moment of truth' were shown to have a significantly positive (+) impact on it. On the other hand, 'the product experience' was shown not to significantly influence it in a positive (+) way. Second, as an outcome of the research hypothesis that satisfaction would influence willingness to pay more. From the findings of the study, theoretical implications are as follows. It can be predicted that customer experience management will likely make customers more profitable because customers are willing to pay more with a sense of loyalty built through satisfaction of the hotel industry. In the practical implications, the dimension of experience quality examined by the study can be used as an index to measure and manage customer experience in the hotel industry.