• Journal of Digital Convergence
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• v.14 no.4
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• pp.185-192
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• 2016

The purpose of this paper is to examine the relationships among consumer lifestyle, brand attitude, brand attachment, and behavior pattern. Sampling with consumers who experienced eating out in regional catering companies as a population was done and the survey was conducted targeting consumers of catering companies in Gwangju. Therefore, it analyzed the sample by setting hypotheses and research model according to the research objective. First, as for the relationship between lifestyle and brand attitude, the lifestyle as a personal inclination formed a significant relationship with brand attitude the characteristics of which are recognition, convenience, and familiar features regardless of the type of lifestyle. Second, consumer lifestyle in types of reality seeking, value-oriented, and fashion-pursuing formed a significant relationships with brand attachment in order of mention, whereas social oriented type did not form a significant relationship. Third, the relationship between consumer brand attitude and brand loyalty formed a significant relation with the relationship between consumer brand attachment and brand loyalty.

• The Journal of the Korea Contents Association
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• v.15 no.12
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• pp.247-256
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• 2015

This study begins with the importance of customer satisfaction in public sector, social welfare and job enthusiasm and how authentic leadership impacts the job engagement and customer orientation. To analyze and to verify the hypothesis, a Structural Equation Model was constructed, with the genuine leadership as an independent variable, the job engagement as a parameter, customer orientation as a dependent variable. Sample data was collected from 230 employees of social welfare organizations located in Yong-in city. Strong association between authentic leadership perception and costomer oreintation was identified from structural equation model, where job engagement plays significant intermediating role. In conclusion, positive perception toward leadership characteristic influence the job performance through desirable attitude formulation. Job engagement as a mediating variable strengthens the influence of autheneic leadership on the improvement in customer orientation which overcame the opposition, the exhaustion due to emotional labor and job burnout from those who are engaged in welfare facilities.

• Proceedings of the Korea Information Processing Society Conference
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• 2001.04a
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• pp.15-18
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• 2001

개별화 웹 마케팅은 본질적으로 고객지향의 패러다임이다. 즉, 개별 고객의 특수한 니즈를 개별적으로 파악해서 각각의 고객에게 차별화된 서비스를 제공하는 것이 그 핵심이다. 웹 서버의 고객이 접근한 상품의 로그파일에 데이터마이닝의 연관규칙 기술을 이용하게 되면 고객행동 패턴의 파악 및 예측을 위한 기법으로 활용할 수 있다. 본 연구에서는 웹 사용자의 교차 판매를 위한 원투원 마케팅에 필요한 접근패턴을 분석하고자 하며, 이는 고객의 상품에 대한 접근이 기록된 액세스 로그 데이터베이스의 분석을 통하여 이루어진다. 이들 데이터 처리와 교차판매 지원을 위한 데이터마이닝 모델링, 이를 통한 원투원 마케팅 모델 제시, 그리고 이의 활용이 고객관계관리(eCRM)에 미치는 효과를 제시한다.

• Culinary science and hospitality research
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• v.20 no.1
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• pp.1-17
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• 2014

Under the needs to study the predictors of the frontline employees' service-oriented organizational citizenship behaviors(OCBs) in the hotel industry, this study aimed to the influence of goal orientations on the OCBs. The two factors of performance goal and learning goal orientations were hypothesized to influence each dimension of OCBs(loyalty, service delivery, and participation). The data from 266 five star deluxe hotel employees were analyzed with descriptive statistics, multi-variate analysis of variance, and structural equation modeling conducted using SPSS 19.0 and AMOS 20.0. The results showed learning goal orientation positively influenced all dimensions of the OCBs while performance goal orientation positively influenced all dimensions except loyalty. These results suggest that hotel practitioners need to seek the applicants who are willingly oriented to specific goals at recruiting process. Furthermore, hotel organizations need to utilize the employees' goal approach to motivate their performances.

• Proceedings of the Korea Information Processing Society Conference
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• 2000.04a
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• pp.10-15
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• 2000

개별화 웹 마케팅은 본질적으로 고객지향의 패러다임이다. 즉, 개별 고객의 특수한 니즈를 개별적으로 파악해서 각각의 고객에게 차별화된 서비스를 제공하는 것이 그 핵심이다. 웹 서버의 로그파일에 데이터마이닝의 연관규칙 기술을 이용하게 되면 고객행동 패턴의 파악 및 예측을 위한 기법으로 활용할 수 있다. 본 연구에서는 웹 사용자의 교차 판매를 위한 원투원 마케팅에 필요한 접근패턴을 분석하고자 하며, 이는 웹서버 로그파일 분석을 통하여 이루어진다. 분석하고자 하는 웹서버 로그파일은 기존의 데이터웨어하우스의 원천 데이터들과는 다르게 비정형적인 데이터 구조를 가지고있다. 이들 비정형 데이터 처리와 교차판매 지원을 위한 데이터마이닝 모델링, 이를 통한 원투원 마케팅 모델 제시, 그리고 이의 활용이 고객관계관리(CRM)에 미치는 효과를 제시한다.

• Proceedings of the Korean DIstribution Association Conference
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• 1999.11a
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• pp.287-306
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• 1999

유통환경의 급격한 변화 및 실질소득의 감소와 더불어 최근의 소비자는 의류제품에 있어서 합리적인 쇼핑 행동을 보여주고 있을 뿐만 아니라 가치지향적 구매를 추구하고 있다. 이와 같은 소비행동 변화는 유통업체로 하여 고객의 소비 욕구에 부응할 수 있는 유통업자상표 제품 개발을 서두르게 하고 있으며, 유통업자상표 개발은 타점포와 차별화될 수 있는 전략적 요인 때문에 유통업체는 이를 중요한 성장수단으로 활용하고 있다. (중략)

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.433-448
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• 2011

In this study, an empirical analysis was made with intent to establish an appropriate marketing business strategy for customers by inquiring into the effect of service education of 250 Korean restaurant employees, who provide services for foreign tourists in Seoul area as professional customers, on service orientation and organizational effectiveness. The result is summarized as follows. The effect of service education of Korean restaurants' employees on service orientation showed that the typicality, reliability, confidence and empathy have a positive effect on the service orientation. For the effect of service orientation on organizational effectiveness, the service orientation had a positive effect on the job satisfaction and organizational effectiveness. In other words, it was proven that the typicality, reliability, confidence and empathy of employees education are key mechanisms in improving their behaviors and attitudes to aim for important customer-centered services. Consequently, the backup of these attitudes and customer-oriented behaviors can be connected to the increase of productivity, which enhances the organizational effectiveness.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.16 no.6
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• pp.197-211
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• 2021

In the service industry the types are diversifying and the scale of service companies is greatly improving. Such a phenomenon is caused by economic growth and technological development diversifying consumer needs creating demand for new services maturing the service industry and intensifying competition among companies in the form of global competition. It can be said that this is because it is necessary to improve competitiveness by utilizing the economy of scale. Research is needed on the impact of entrepreneurship on various outcome variables in order for service organization managers to respond quickly to diverse and rapidly changing environments and achieve organizational outcomes and corporate goals of management outcomes. The purpose of this study was to empirically analyze the relationship in which the entrepreneurial spirit of a manager influences the relationship between customer orientation, which is an organizational result, customer satisfaction, and financial result, which is a management result. In order to verify such research, the questionnaire was composed of one business owner questionnaire, two employee questionnaires, and two customer questionnaires. The questionnaire was distributed to a total of 400 companies, and the questionnaires of 340 companies were collected. Of these, 303 companies, excluding the questionnaires of 37 companies with many dishonest or missing values, were used for hypothesis testing. The results of this study can be summarized as follows. First, entrepreneurship had a positive (+) effect on customer orientation, supporting the hypothesis. Second, customer orientation showed a positive (+) effect on customer satisfaction, supporting the hypothesis. Third, customer satisfaction showed a positive (+) effect on financial outcomes, supporting the hypothesis. Fourth, it was found that entrepreneurship influences customer satisfaction through customer orientation, and customer satisfaction affects financial outcomes. It turns out that customer orientation between entrepreneurship and customer satisfaction is completely mediated, and customer satisfaction is completely mediated by customer orientation and financial outcomes. The relationship between entrepreneurship and management improved employee behavior and attitudes, which is an individual outcome, and this change was found to improve customer satisfaction, which is an organizational outcome. It makes frequent contact with customers in the process of servicing them. Employee roles are important at service contacts and influence service purchases. Employees facing customers through service contacts act as a decisive factor in maintaining a continuous relationship with customers. Within a beauty service company, it is necessary to create a customer-oriented environment among workers. It suggests that customer-oriented companies and employees can anticipate their desires and provide products or services of superior value to achieve greater customer satisfaction and a competitive advantage. In addition, it was clarified that customer satisfaction has an aspect relationship with financial management, which is a management result. Therefore, it is suggested that the entrepreneurial spirit is an important factor for the management of a beauty service company to secure competitiveness and improve results.

• Journal of Distribution Research
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• v.11 no.2
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• pp.1-27
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• 2006

The purpose of this research is to investigate effects of perceived attributes of a salesperson on the customer s satisfaction with the salesperson. cross-buying intentions, and intentions to recommend the retailer, in the context of consumer durable goods. The data for analysis was obtained from 252 consumers who experienced buying consumer durable goods in a metropolitan area. Our results show as following: first, the effects of perceived attributes of the salesperson such as expertise, trustworthiness, likability, and customer orientation, have a significant influence on customer's satisfaction with salesperson; second perceived customer-orientation of salesperson affects customer's satisfaction with the retailer; third, a customer s satisfaction with salesperson not only plays a mediating role between perceived attributes of the salesperson and the customer's satisfaction with retailer but also between perceived attributes of salesperson and cross-buying intentions and intentions to recommend the retailer; and fourth customer's satisfaction with retailers performs a mediating role between perceived attributes of the salesperson and cross-buying intentions or recommendation intentions of retailers. In addition, managerial implications are suggested for industry practitioners.

• Asia Marketing Journal
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• v.12 no.2
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• pp.83-110
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• 2010

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of self regulatory orientation on emotions and subsequent customer behaviors? Obviously, the positive and negative emotions experienced in these situations will influence the overall degree of satisfaction or dissatisfaction with the service(Zeelenberg and Pieters 1999). Most likely, these specific emotions will also partly determine the subsequent behavior in relation to the service and service provider, such as the likelihood of complaining, the degree to which customers will switch or repurchase, and the extent of word of mouth communication they will engage in(Zeelenberg and Pieters 2004). This study investigates the antecedents, consequences of negative consumption emotion and the moderate effect of attribution processing in an integrated model(self regulatory mode → specific emotions → behavioral responses). We focused on the fact that regret and disappointment have effects on consumer behavior. Especially, There are essentially two approaches in this research: the valence based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. and The present studies examined the influence of two regulatory mode concerns(Locomotion orientation and Assessment orientation) with making comparisons on experiencing post decisional regret and disappointment(Pierro, Kruglanski, and Higgins 2006; Pierro et al. 2008). When contemplating a decision with a negative outcome, it was predicted that high (vs low) locomotion would induce more disappointment than regret, whereas high (vs low) assessment would induce more regret than disappointment. The validity of the measurement scales was also confirmed by evaluations provided by the participating respondents and an independent advisory panel; samples provided recommendations throughout the primary, exploratory phases of the study. The resulting goodness of fit statistics were RMR or RMSEA of 0.05, GFI and AGFI greater than 0.9, and a chi-square with a 175.11. The indicators of the each constructs were very good measures of variables and had high convergent validity as evidenced by the reliability with a more than 0.9. Some items were deleted leaving those that reflected the cognitive dimension of importance rather than the dimension. The indicators were very good measures and had convergent validity as evidenced by the reliability of 0.9. These results for all constructs indicate the measurement fits the sample data well and is adequate for use. The scale for each factor was set by fixing the factor loading to one of its indicator variables and then applying the maximum likelihood estimation method. The results of the analysis showed that directions of the effects in the model are ultimately supported by the theory underpinning the causal linkages of the model. This research proposed 6 hypotheses on 6 latent variables and tested through structural equation modeling. 6 alternative measurements were compared through statistical significance test of the paths of research model and the overall fitting level of structural equation model and the result was successful. Also, Locomotion orientation more positively influences disappointment when internal attribution is high than low and Assessment orientation more positively influences regret when external attribution is high than low. In sum, The results of our studies suggest that assessment and locomotion concerns, both as chronic individual predispositions and as situationally induced states, influence the amount of people's experienced regret and disappointment. These findings contribute to our understanding of regulatory mode, regret, and disappointment. In previous studies of regulatory mode, relatively little attention has been paid to the post actional evaluative phase of self regulation. The present findings indicate that assessment concerns and locomotion concerns are clearly distinct in this phase, with individuals higher in assessment delving more into possible alternatives to past actions and individuals higher in locomotion engaging less in such reflective thought. What this suggests is that, separate from decreasing the amount of counterfactual thinking per se, individuals with locomotion concerns want to move on, to get on with it. Regret is about the past and not the future. Thus, individuals with locomotion concerns are less likely to experience regret. The results supported our predictions. We discuss the implications of these findings for the nature of regret and disappointment from the perspective of their relation to regulatory mode. Also, self regulatory mode and the specific emotions(disappointment and regret) were assessed and their influence on customers' behavioral responses(inaction, word of mouth) was examined, using a sample of 275 customers. It was found that emotions have a direct impact on behavior over and above the effects of negative emotions and customer behavior. Hence, We argue against incorporating emotions such as regret and disappointment into a specific response measure and in favor of a specific emotions approach on self regulation. Implications for services marketing practice and theory are discussed.