• Convergence Security Journal
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• v.12 no.4
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• pp.41-47
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• 2012

For competitiveness of national B2C (Business to Customer) service industry, improvement of process and analysis focused on customer and change of service system are needed. In other words, a business and an organization should deduce and provide what kind of services customers want. Then, evaluate customers' satisfaction and improve the service quality. To achieve this goal, accurate feedbacks from customers play an important role; however, there are not quantitative and standard systems a lot in nation. Recently, the researches about ICT (Information and Communication Technology) that can recognize emotion of human being are on the increase. The facial expression recognition among them is known as most efficient and natural human interface. This research analyzes about more efficient facial expression recognition and suggests a customer satisfaction feedback system using that.

• Culinary science and hospitality research
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• v.21 no.5
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• pp.129-138
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• 2015

There are limited resources on how servicescape influence customer emotions and respond towards customer satisfaction and behavioral intention. Hence, this research investigates how servicescape influence customer behavioral intention in local coffee shops in Kuala Lumpur by using Multiple Regression analysis. This study mainly focus on three environmental dimensions, which are the facility aesthetics, music and layout accessibility. Based on the result, it shows that both music and layout accessibility are significant factors that greatly influence customer satisfaction and behavioral intention. Overall, this research indicates that managers should realise thatmusic and layout accessibility play an important role to influence customers eating out at coffee shops.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.295-312
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• 2016

Thus purpose of this study is to examine the structural relationship among the LOHAS image of hotel restaurants, customer well-being menu preference, emotional responses, customer satisfaction, and customer loyalty. To test the hypotheses, a survey was conducted of luxury hotel customers in Busan and Seoul. Of the 400 questionnaires distributed 341 was used final analysis. For the hypotheses testing, frequency analysis, reliability and validity analyses SPSS was used while AMOS was employed to examine the relationship among the measured concepts. The results of testing are shown as follows: LOHAS image of hotel restaurants does have a positive effect on well-being propensity, as well as on customer emotional responses. The cooking function factor of well-being propensity results in a negative emotional responses, while the attractiveness factor of well-being propensity brings about a positive emotional responses. Emotional responses positively affect customer satisfaction, which then positively influences customer loyalty. The arising concept of LOHAS in the service industry can help to develop new menu items for LOHAS or well-being oriented customers. In particular, well-being menu propensity and emotional responses may become more important considerations in marketing strategy formation. This thesis provides a theoretical background of LOHAS image, well-being menu propensity, and emotional responses.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.116-128
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• 2015

This study examined customers from restaurants in hotels in the Busan and Gyeongnam region, South Korea, to confirm if dinging area decoration has any indirect effect on behavioral intention via customer emotional response and the mediating effects of customer emotional response in order to provide the basic materials of marketing strategies for continued customer visit to the hotel restaurants. The implications of the study are summarized as follows: First, if restaurant space is designed in consideration of gustatory, visual, auditory, tactile, and olfactory aspects, it becomes a reason for customers to re-purchase and spread good words of mouth. Second, restaurant food space should be designed to make customers pleasant and exciting. Third, the design of food restaurant design that induces customer emotional responses elevates customer re-purchase and intention to deliver words of mouth.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.3
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• pp.342-352
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• 2020

This study examines the effects of customer citizenship behavior and customer badness behavior on service employees' emotional dissonance and job burnout. To achieve this, a survey was empirically carried out to 338 foodservice employees. The overall findings were as follows. First, the customer citizenship behavior had a significant effect on the emotional dissonance of service employees. Second, the customer citizenship behavior had no significant effect on job burnout. Third, the customer badness behavior had a significant effect on the emotional dissonance. Fourth, the customer bad behavior had a significant effect on the job burnout. Fifth, the emotional dissonance had a significant effect on job burnout of service employees. These results confirmed the importance of customer citizenship behavior and customer badness behavior in the foodservice industry. This suggests that the customer badness behavior has a significant effect on the emotional dissonance and job burnout, leading to the deterioration of quality in the foodservice industry that pursues the unconditional suppression of service employees' emotion or customer-centered operating strategies. Therefore, strategic systemization is required in terms of promoting civil behavior on behalf of customers through positive interaction and induce contribution behavior through loyal service.

• Korean Security Journal
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• no.37
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• pp.269-293
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• 2013

Raising the level of quality of the security industry is an urgent matter. Since security service is provided through direct contact with customers, the security agents' expression of emotion directly influences the evaluation of the security company or their own earnings. So emotion control at customers demand is necessary above all things, and this research established what difference the service career makes in the influence that the security agent's emotional labor exerts on customer orientation, and the results of the analysis are summarized as follows. First, the security agent's emotional labor exerted negative effects on customer orientation. From this, the conclusion that the higher the security agent's emotional labor, the lower the customer orientation, was obtained. Second, the service career showed differences in the effects of the security agent's emotional labor on the customer orientation. In other words, the conclusion that the lower the security agent's service career, the greater effects the emotional labor exerts on the customer orientation, was obtained. In conclusion, in order to raise the level of customer service, systematic education to control the emotional labor of the security agents with low service career is necessary. Particularly, since the emotional labor of new employees is related to the service environment, the improvement of the service environment of the security agents is more important than anything else.

• The Journal of the Korea Contents Association
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• v.16 no.3
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• pp.376-390
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• 2016

The purpose of present study is to investigate mediating effects of emotional labor in the links between communication ability of small businessmen and customer orientation behavior. In detail, it is demonstrated both impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting), and of emotional labor (surface acting, deep acting) on customer orientation behavior. Furthermore, mediating effects of emotional labor (surface acting, deep acting) will be verified. The data for analysis was collected from 270 employees in small businessmen located in Jeju. The results are as follows. First, the main impacts of communication ability on customer orientation behavior and emotional labor (surface acting, deep acting) were statistically significant, in addition, emotional labor (surface acting) was positively associated with customer orientation behavior. Surface acting as a mediator was partially mediated the relation. The result will help to understand the importance for communication ability in small businessmen, and it suggests the crucial implecation in the communication study of service suppliers.

• Journal of Venture Innovation
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• v.4 no.3
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• pp.49-67
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• 2021

This study analyzed the effects of hospital service quality, emotional attachment, and perceived value on customer satisfaction. In particular, the purpose of this study was to understand the role of emotional attachment and perceived value in the relationship between hospital service quality and customer satisfaction. For this purpose, the results of structural equation model analysis with the data collected by conducting a survey on customers visiting small and medium-sized hospitals were as follows. First, hospital service quality felt by hospital customers had a significant effect on emotional attachment and customer satisfaction, but had no significant effect on perceived value. Second, the emotional attachment felt by customers who visited the hospital had a significant effect on perceived value and customer satisfaction. Third, emotional attachment felt by customers in the relationship between hospital service quality and customer satisfaction had a significant mediating effect. Through the above results, it was confirmed that the service quality felt by customers visiting the hospital leads to attachment to the doctor's competence and medical technology competency, which leads to an increase in customer satisfaction through this attachment. The implications obtained based on these results are as follows. In order for the service quality felt by the customers who visit the hospital to lead to customer satisfaction, above all, it is important to focus on the emotional attachment they can have and find a strategy to improve the service quality. In other words, it is necessary to establish excellent medical staff and medical technology so that hospital customers can have high confidence in the competence of doctors and medical technology, and establish a public relations strategy that can effectively display these competences. Through these efforts, hospital customers will feel a strong attachment to doctors and medical technology, which will increase their satisfaction with the hospital.

• The Journal of the Korea Contents Association
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• v.16 no.1
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• pp.541-557
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• 2016

The purpose of this study is to identifies services characteristics such as service customization, service ability, service empathy impacts on trust, affective commitment and calculative commitment, and explains causal role of affective commitment and calculative commitment by verifies relationships between trust and affective commitment and calculative commitment and customer loyalty in dental service setting. Analysis of structural equation modeling with SPSS 20.0 and AMOS 16.0 were performed to test the research hypothesis. The result of the study as follows: First, it was found that service customization had effect on affective commitment, and service ability had influence on trust, and service empathy impacts on both trust and affective commitment, but calculative commitment was not found to significant path coefficients in relationships with service characteristics. Second, trust had effects on calculative commitment, but not affective commitment. Third, affective commitment and calculative commitment positively had influence on customer loyalty. Therefore, Dental service providers should be increase user confidence by showing empathy and the ability to service. Customer who had formed trust is to build customer loyalty by inducing loyalty directly or by presents a variety of benefits indirectly. The high emotional attachment customer will have to present a suitable marketing strategies to build strong customer loyalty.

• The Journal of the Korea Contents Association
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• v.19 no.9
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• pp.293-307
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• 2019

The poor welfare level of social workers is a big social problem in direct proportion to the ongoing need for social welfare service. In particular, the emotional work of social workers is a serious situation. This Study examines the effect of emotional labor(EL) on customer orientation(CO) of social workers with case management. Also this paper investigates the moderating effect of emotional intelligence(EI) and leader-member exchange(LMX). The major results from the study are as follow: First, we found that surface acting(SA) of EL had a negative impact on CO and deep acting(DA) of EL had a positive impact on CO. Second, EI showed a moderating effect on the correlation between SA of EL and CO. Also, EI had the moderating effect that weakening the negative impact of SA on CO. Third, LMX showed a moderating effect on the correlation between DA of EL and CO. Also, LMX had the moderating effect that strengthening the positive impact of DA on CO. In particular, this study presented with implications for future research, limitations of this study.