• Journal of Venture Innovation
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• v.5 no.1
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• pp.19-37
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• 2022

The purpose of this study was to find out what could be the cause of increasing the re-use intention for the continuous management of customers in terms of finding a strategic plan for the survival of Medium Sized Hospital To this end, a hypothesis for the direct effect verifying the structural relationship, a hypothesis for the mediating effect of attachment, and a hypothesis for the moderating effect on the hospital image were presented. The survey analysis results for customers who experienced the services of 5 Medium Sized Hospital in Gyeonggi-do were as follows. First, The results of analysis of the effect of Medium Sized Hospital customers' perceived value on reuse intention are as follows. all sub-factors of perceived value did not have a significant effect on reuse intention. This is significant in that it shows that the change occurred due to the involvement of attachment. Second, the results of examining the mediating effect of attachment in the relationship between the perceived value of small and medium hospital customers and their intention to reuse are as follows. Attachment to doctor's competency significantly mediated the relationship between quality value and reuse intention, emotional value and reuse intention, and social value and reuse intention. Significantly mediated the relationship between the provinces and the relationship between the price value and the intention to reuse. Third, hospital image significantly adjusted the relationship between quality value and medical technology competency. Based on the above results, it is necessary to establish a strategy of value perceived by customers as a strategy to increase the reuse intention of small and medium hospital customers. Therefore, the strategic goal setting of this value should be 'promoting attachment', and since the hospital image adjusts the perceived value and attachment of small and medium hospital customers, it is an image strategy that allows customers to appreciate their attachment to doctors and medical technology more highly. will have to establish.

• The Journal of the Korea Contents Association
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• v.14 no.8
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• pp.431-441
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• 2014

In order to maximize customer's satisfaction, high-value service needs to be created by reducing service delivery errors and miscommunications. Employee's job rotation experience will help them to reduce errors and develop their career. The purpose of this study is to examine the effect of job rotation on employability and subjective career satisfaction. The results clarifies the hotel's job rotation system and examine the relationship among job rotation, employability and subjective career satisfaction. Taking samples from full-time workers in hotel, total 370 participants were used in the analysis. The SEM approach was used to analysis the data with AMOS 20.0. The results show that job rotation has a positive influence on employability and subjective career satisfaction. Moreover, employability has a partial mediation effect between job rotation and subjective career satisfaction. Therefore, the study contributes to generate theoretical and practical implications in hospitality industry.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.8
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• pp.1076-1087
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• 2006

The purpose of this study was to identify critical control points of service encounter by types of restaurants in order to manage moment of truth when customers encounter services. Questionnaires were collected from 812 customers (aged 15 years or older) who had used restaurants in Seoul, from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant differences were shown between importance and performance of interaction quality, physical environment quality and outcome quality. Significant differences were also shown in importance and performance of interaction and physical environment quality, and performance of outcome quality by restaurant types but no significant difference was indicated in importance of outcome quality by restaurant types. That is, the importance of outcome quality, which means the quality of food, was regarded as important by customers who use restaurants regardless of types of restaurants. The result of examining interaction quality showed that family restaurants managed waiting customers quite well and provided information on the Internet homepage. Performance of responding to customers with complaints was rated the highest in family restaurants. Regarding physical environment quality, importance and performance scores significantly differed by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants. In terms of service encounter quality, items whose importance scores were high but performance scores were low in importance-performance analysis matrix were 'quality of provided food is always uniform' and 'the space between other tables is enough' for fine-dining restaurants. In family restaurants, 'size of chairs or tables is enough', and 'the space between other tables is enough' were included in the items, while 'interior facilities are attractive', 'size of chairs and tables is enough', and 'the space between other tables is enough' were included in the items in case of fast-food restaurants. A difference was indicated depending on types of restaurants.

• The Journal of the Korea Contents Association
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• v.22 no.2
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• pp.475-486
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• 2022

The purpose of this study is to provide the service marketing data for skincare shops through analyzing the impact of the quality of service of skincare shops on perceived values and revisit intents. For this study, 397 middle-aged women who visited and experienced the services of the skincare shops in Seoul and the Gyeonggi region were surveyed. The data from the said survey were analyzed using SPSS 23.0 and AMOS 23.0. The findings of this study were as follows; first, the formality, reliability, certainty, and empathy among the service factors of skincare shops had a significant impact on economic values, while trust, certainty, and empathy had an impact on emotional values. Second, the formality, reliability, and empathy had a significant impact on revisit intent for skincare shops. Third, among the perceived values on skincare shops, both economic and emotional values had a significant impact on the intent to revisit. Fourth, the perceived values were confirmed to have partial mediating effects in the relationship between the quality of service of skincare shops and revisit intent for each service quality type.

• Journal of the Korean Society of Floral Art and Design
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• no.40
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• pp.125-136
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• 2019

This study aims to examine the important factors of flower shops' store attributes influencing the repurchase intention for people who buy flowers for themselves with a hedonic shopping motivation. This study was verified by empirical survey and the results are summarized as follow. First, it was found that price, salesperson's professionalism, store accessibility had a significant positive impact on the repurchasing intention of flowers. Second, it was found that price is the first important factor influencing the repurchasing intention of flowers, and next salesperson's professionalism is the second important one, and lastly store accessibility is the third important one. For implications of this study, this study investigated the cause-and-effect relationship between flower shops' store attributes and the repurchasing intention of flowers for people who buy flowers for themselves with a hedonic shopping motivation, so it provides a theoretical foundation for further studies.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.12
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• pp.1927-1938
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• 2008

Companies can build a close relationship by providing benefits that consumers want. As long relationships between consumer and company are stressed these days, it is very important for the growth and development of companies to assess what benefits consumers perceive and how they reflect them to their buying behaviors. Thus, this study aims to examine the relational benefits that consumers perceive in internet clothing purchase and how these perceived relational benefits affects relational commitment and customer loyalty. This study surveyed 343 male and female in their 20s and 30s for empirical analysis who have ever purchased clothing through internet shopping malls. Descriptive statistics, factor analysis, ANOVA analysis, Duncan test, and ${\chi}^2$-test are carried out using SPSS for Windows 12.0 for statistical analysis. The results are as follows. First, the dimensions of relational benefits perceived by consumers in internet clothing purchase are found 6 including customization, economic, psychological, social, shopping convenience, and informational. Second, consumers' perception of relational benefits significantly affect on relational commitment and loyalty, thus consumers with greater recognition of relational benefits have higher relational commitment and loyalty. Third, based on the dimensions of consumer's perceived relational benefit, consumers are categorized into 6 types: group perceiving social benefit, group perceiving economic/shopping convenience benefit, group perceiving shopping convenience benefit, group perceiving customization benefit, group perceiving informational benefit, and group perceiving psychological benefit. The group perceiving customization benefits have higher relational commitment and loyalty than the others. It is expected that this study will help internet companies establish customer relationship management strategies, which are needed to promote relationships with customers and to enhance customers' loyalty to internet shopping malls.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.2
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• pp.199-209
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• 2019

With the rapid development of mobile communication tools, customers are using SNS as a major information tool. SNS can provide information to a small number of customers as well as people around them, with information about a product or service that a small number of customers know through experience. With these characteristics, dessert cafes are being used as a major marketing tool for online websites and mobile phones using SNS. Therefore, in this study, theoretical considerations about e-WOM quality, perceived value, and visit intention were performed. The effect of e-WOM quality of dessert cafe on perceived value was analyzed and the effect of perceived value on visit intention was analyzed. Based on these results, I would like to suggest theoretical implications and practical implications for online marketing of dessert cafes. This study was conducted to survey the customers who have visited dessert cafe through oral communication within the last 6 months. The survey was conducted from September 4, 2018 to September 18, 2018, and was used for the analysis of 317 additional items. The research hypotheses between the e-WOM quality of the dessert cafe and the utilitarian value, hedonic value, and visiting intention were used the structural equation model(SEM). First, neutrality and interactivity have a significant effect on utilitarian value, but consensus and vividness have not significant effect. Second, It was found that the consensus, vividness, and neutrality had a significant effect on the hedonic value but interactivity was not found to have a significant effect. Third, hedonic value has a significant effect on visit intention, but utilitarian value has not significant effect. As a result, online e-WOM quality management is important.

• Proceedings of the Korea Contents Association Conference
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• 2006.11a
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• pp.372-376
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• 2006

현재 심각한 재해에 대한 임박성은 일부 관계자 이외는 감지하지 못하고 있는 것이 현실이다. 재해와 같은 위기에 관한 지식이나 이에 대처하기 위한 기술은 어린 시절부터 습득해 두어야 할 기초적 지식 및 능력이라고 생각한다. 그럼에도 불구하고 대지진 발생이 임박하고 있음을 타인의 일처럼 생각하고 있다는 점은 재해와 같은 위기를 자신의 일처럼 생각하고 어떻게 대처해야 할 것인가에 대해 스스로 생각할 수 있는 기회가 충분하지 않다는 것에서 유래한다. 즉 체계적 실천적인 방재 위기관리교육이 충분하게 실시되지 않고 있다는 점을 지적할 수 있을 것이다. 특히 지역주민의 생명 신체 재산을 보호해야 하는 지방자치단체의 소방담당직원의 실천적 대응능력은 말할 것도 없고 수장(首長)의 리스크 관리능력에 대해 의구심을 가지고 있다. 또한 지역 자체의 방재력 강화라는 관점에서는 자주방재조직 등의 지역방재리더나 지역주민 개개인의 방재능력을 향상시켜야 할 필요성이 강조되고 있다. 최근에 건설된 신관저를 계기로 변화된 방재 위기관리 시스템에 관한 정책적 동향을 살펴본다. 아울러 방재 위기관리에 대한 인재양성을 위한 교육의 일환으로 구축된 e-Learning System인 e-College의 구성 및 관련 내용을 살펴봄으로써 정책적 시사점을 도출하고자 한다. 지방자치단체의 방재 위기관리에 있어서 수장 등 간부직원의 의식과 자세가 지역의 방재력을 크게 좌우하는 것으로 볼 수 있다. 방재담당직원 소방직단원에 대한 교육과제를 들 수 있겠다. 고도로 도시화된 사회가 재해에 대한 취약성이 높아지고 있다. 지역의 방재리더, 재해자원봉사, 주민에 대한 교육과제로 도도부현, 시정촌, 대학에서 방재 위기관리 교육이 실시되고 있지만, 1999년 총리부(總理府)에서 여론조사를 보면 자주방재활동에 참가한 경험이 없는 사람이 전체 70%를 차지하고 있다. 기업에 대한 교육과제로 재해발생시에 사원이나 고객의 안전 확보, 사업의 피해경감 조기복구에 의한 경제에 대한 영향을 경감하기 위한 준비를 충실히 해야 한다.

• Journal of Korea Port Economic Association
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• v.28 no.3
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• pp.193-214
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• 2012

The interest on cruise service has been increased due to the economic development and income growth all over the world during last several decades. However, cruise industry in Korea is located in the initiating stage and the service is just focused on costal cruise service. This study investigates relationship between influencing factors of the selection attributes of cruise service on tourism satisfaction and behavioral intention. Additionally, the study aims to provide information to establish customer-oriented marketing strategies for cruise tour service. Literature review is conducted to find out the factors in order to meet the future users preference and expectations. The data was collected on-board customers of "One Night Cruise" on Panstar Line. The result of the study shows that a certain number of factors are statistically significant on the cruise tour intention of potential customers. It shows that there is significant difference related to the using purpose and the usage attitude. Managers in the cruise company are able to utilize the practical implications of the present study when the cruise service launches in Korea. This study exists limitations that samples are not sufficient and the research can not be generalized due to the inadequate samples of target company.

• Journal of Service Research and Studies
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• v.7 no.3
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• pp.37-55
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• 2017

Recently, many business organizations have been increasingly expanding the utilization of the intelligent chatbot services for effective customer relation management. The purpose of this study is to empirically investigate the factors which affect the use of the intelligent chatbot services. Above all, the research model and the hypotheses were derived through reviewing the major relevant theories such as UX(user experience) theory(Honeycomb model), TRA(theory of reasoned action), TAM(technology acceptance model) and ETAM(extended TAM). And then, structural equation analyses using SmartPLS 3.0 for 233 valid questionnaires replies collected through the field survey was performed to test the hypotheses. Theoretically, this study can contribute to providing the conceptual framework with regard to enhancing the use of intelligent chatbot services. And practically, this study sheds new light on suggesting the guidelines to designing the UX(user experience) of the intelligent chatbot services.