• Asia Marketing Journal
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• v.2 no.2
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• pp.13-38
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• 2000

최근 유통연구에서 상당히 진행되고 있는 신뢰에 기반한 관계형성에 관한 연구들은 신뢰를 장기지향적인 관계를 형성하는 핵심적인 개념으로 간주하고, 경로구성원의 신뢰형성에 관계되는 선행 및 결과요인에 대한 다양한 개념들을 가지고 다각적인 연구모델들을 제시하고 있다. 그러나 이와 같은 연구들의 공통된 견해는 신뢰를 기반으로 한 관계행동에 관한 연구가 쌍방향적 관점에서 실행되어야 한다는 필요성을 인식하면서도 실증부분에서는 어느 일방향적 관점에서 설명하는 한계점을 나타냈으며, 비록 연구모델이 쌍방적 측면을 고려했다고 할지라도 관계행동이 쌍방에 의해 형성된 하나의 신뢰인에 의한 것인지 경로구성원 각자가 독자적으로 형성한 상대방에 대한 신뢰들에 의한 것인지를 명확히 규명하지 못하고 있다. 따라서 이러한 한계점을 극복하기 위해 먼저 문헌고찰을 통하여 신뢰의 본질 및 방향성, 관계형성에서의 신뢰의 역할을 논의하고 이와 같은 문헌고찰을 토대로 신뢰의 선행변인과 결과변인을 도식화한 쌍방의 독자적 신뢰에 대한 모델을 제시하여, 마케팅 이론과 실무에 적합한 시사점을 제안하고자 한다

• The Journal of the Korea Contents Association
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• v.11 no.4
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• pp.347-360
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• 2011

This paper is to identifies relationship between service quality, trust toward employees, trust toward store and store loyalty by investigate how service quality influences on trust toward employees and trust toward store, and its, in turn, influence on store loyalty and explain the moderating effect in relationships between service quality and trust toward employees, and service qualty and trust toward store in bank services setting. A survey study was conducted to collect the data with the actual service purchasers at domestic mayor banks. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: First, it was found to the moderating effect in relationships between empathy dimension of service quality and trust toward employees, and assurance dimension of service quality and trust toward store. Second, service quality shows differential effects on both trust toward employees and trust toward store by dimension but trust toward employees influence on both trust toward store and it, in turn, influence on store loyalty. To sum up, it have to build empathy of service quality for increase of trust toward their customer who have high duration of relationship and have to build assurance of service quality for increase of trust toward store in bank service settings.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.15 no.4
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• pp.245-261
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• 2020

The aim of this study is to investigate the correlation between the support activities provided by the franchiser and how they affect the intention of the contract renewal and business performances made by franchisees, developing dynamic trust between these transactional partners. Various supportive activities between franchiser and franchisees were divided into financial and non-financial activities and dynamic trust into Transitional-based trust, Calculative-based trust, Relational-based trust, and Balanced-based trust. These trust types, which are variable and adjustable based on the opportunistic behaviors of business parties, were applied to define the impact of the support activities on the contract renewal intention and the performances. This study was developed around domestic franchisees. An investigator visited business owners and manager level-employees, explained the purpose of the survey prior to the response, and the answers were directly written by hands. A total of 348 copies were used for the analysis. As the results of the analysis, first, financial support activities were found to have a positive(+) effect on transitional-based trust, calculative-based trust, and balanced-based trust. On the other hand, non-financial support activities were found to have a positive(+) effect on calculative-based trust, relational-based trust, and balanced-based trust, and there was no significant relationship on transitional-based trust. Second, the dynamic trust had a statistically significant positive(+) effect on inducing the contract renewal. Lastly, in the relationship between the dynamic trust and its impact on business performances, only transitional-based trust, and relational-based trust were found to have a positive(+) effect on the financial performances. In addition, relational-based trust showed a meaningful positive(+) relationship on the non-financial performances, and non-financial performace showed a meaningful positive(+) relationship on the re-contract intention. From the results, it can be concluded that the financial and non-financial activities for a win-win partnership between franchiser and franchisees are essential in not only forming dynamic trust but also boosting business performances as well as maintaining the business relationship. Thus, it suggests that building a win-win partnership can be promoted more efficiently by specifying activities best suitable for a particular relationship. In addition, a specific set of activities could be presented for establishing the level of trust that is formed in situations that vary depending on transaction risks and interdependency arising from having the transactional relationship based on the contract as the franchise industry features. Eventually, it is expected that this study can provide a way to promote the qualitative improvement of the franchise industry by identifying factors essential to establishing a sustainable win-win system and relationships that can improve the business performance of franchisees.

• Asia Marketing Journal
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• v.2 no.4
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• pp.13-35
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• 2000

기존의 관계마케팅에 대한 연구에 있어서 소비자 만족과 같은 고객의 평가에 대한 경험적 연구들이 많이 진행되어 왔지만 기업에 대한 소비자들의 관계성이 강하고 약한 다양성을 구분하지 못하고, 대부분의 연구들이 상대적으로 단기적이거나 약한 관계에 대한 실증연구의 결과들을 제시하고 있기 때문에 상대적으로 관계지향성이 높은 고객에 대한 연구가 필요하다. 따라서 본 연구는 거래적 교환관계에서부터 관계지향적 교환관계까지의 연속적 고객관계선상에서 비교적 관계지향성이 높은 고객과의 관계구축을 구전의도와 재구매의도에 영향을 미치는 요인의 관점에서 살펴보고자 하였다. 먼저 관계마케팅에서 핵심적인 구성요소인 요인별 만족과 전반적 만족 그리고 몰입과 신뢰 개념을 검토하고, 이들 구성요소들간의 관계를 파악한 후, 재구매의도에 대한 몰입과 신뢰의 효과를 검토하였다. 본 연구에서는 기업과 5년이상 장기적인 관계를 유지하고 있는 심야전력고객을 대상으로 하여 실증연구를 실시하였는데, 분석 결과 전반적 만족은 요인별 만족과 구전의도에 매개적 역할을 하는 것으로 나타났으며, 관계적 교환관계에 있어서 요인별 만족과 재구매의도는 신뢰와 몰입수준에 의해 매개되는 것으로 나타났다. 또한 요인별 만족이 신뢰와 몰입에 미치는 영향도 다르게 나타났는데, 심야요금제도와 서비스맨에 대한 만족이 몰입에 영향을 미치며, 제품요인과 대리점 요인에 대한 만족이 신뢰에 영향을 미치는 것으로 나타났다.

• Journal of Digital Convergence
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• v.12 no.10
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• pp.87-96
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• 2014

The first, this study analyzed empirically the effects of the ties(structural) and the trust(relational) between the clients(small and medium sized enterprises) and consultants on the consulting performance, the second, verified the moderating effects of the consultant's competence and the client's participation in the effect of the ties and the trust on the consulting performance. The result of empirical analysis was as follows. The ties and the competence based trust had a positive effects on the consulting performance. Meanwhile, the client's participation had no moderating effect, the consultant's competence moderated the effect of the ties and the trust on the consulting performance. From the above empirical analysis, we appreciated that the building of the strong ties and the trust between the client and consultant is very important to promote consulting performance with the enhancing the consultant's competence.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.05a
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• pp.19-34
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• 2005

본 연구는 불확실하고 덜 검증된 인터넷 쇼핑몰 환경에서 거래당사자간의 심장역할을 하는 신뢰의 선행요인을 확인하고, 신뢰와 지각된 위험, 태도, 구매의도간의 관계를 실증분석 하였다. 똔 연구모형을 검증한 결과 신뢰의 선행요인일 것으로 예상했던 이해타산 기반의 믿음, 구조적 보장, 상황적 규범, e-벤더에 대한 친숙함이라는 4가지 요인 중 구조적 보장, 상황적 규범, e-벤더에 대한 친숙함은 신뢰에 영향을 미치는 요인으로 확인되었다. 선행요인을 기반으로 구축된 신뢰는 지각된 위험을 낮추고 낮아진 지각된 위험은 고객의 호의적인 태도에 영향을 미칠 것으로 기대했지만, 실증분석 결과를 보면 신뢰가 지각된 위험은 낮추지만, 지각된 위험이 태도에 직접적으로 영향을 미치지 않는 것으로 나타났다. 즉 신뢰와 지각된 위험은 부(-)의 관계가 확인되었고, 지각된 위험과 태도의 관계는 통계적으로 유의성을 찾기가 힘이 들었다. 또한 신뢰는 호의적인 태도에 긍정적인 영향이 확인되었으며, 호의적인 태도 역시 구매의도에 긍정적인 영향을 미치는 것으로 확인되었다. 신뢰가 태도를 매개로 구매의도에 영향을 미칠 뿐만 아니라 신뢰가 태도에도 직접적으로 영향을 미치는 관계도 확인되었다.

• Proceedings of the Korea Information Processing Society Conference
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• 2011.11a
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• pp.1256-1257
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• 2011

온라인 사회연결망의 신뢰 관계를 활용한 양질의 서비스를 개발하기 위해서는 신뢰 관계가 존재하지 않는 사용자들 간의 신뢰 관계를 예측할 수 있는 모델에 대한 연구가 필요하다. 신뢰 관계 예측 모델의 정확도를 향상시키기 위해서는 사용자 인정 기준을 통해 대상 사용자를 선정할 필요가 있다. 본 논문에서는 사용자 인정 기준 변화에 따른 신뢰 관계 예측의 정확도 변화를 분석하여 사용자 인정 기준을 강화하여 신뢰 예측 결과의 정확도를 향상시킬 수 있음을 보인다. 본 연구의 결과가 최적의 사용자 인정 기준을 찾기 위한 실마리를 제공할 수 있을 것으로 기대한다.

• The Journal of the Korea Contents Association
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• v.15 no.10
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• pp.517-534
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• 2015

The purpose of this study is to identifies the effects of service quality factors on satisfaction and trust, and then verifies the causal relations among satisfaction, trust, commitment and using intention in mobile service setting. A survey was conducted to collect the data with consumers who had the actual using experience about mobile services. 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 to difference in relationship between dimensions of mobile service quality and satisfaction except for the pleasure. Second, the sociality was found to significant path coefficients in relationships with trust. Third, satisfaction and trust have influence on commitment and commitment has effects on using intention, but there had no significant path coefficients between satisfaction and trust, and then both satisfaction and trust were not found to significant path coefficients in relationship with using intention. Therefore, Marketers of mobile service corporate have to give excellent service quality to consumers who have using their mobile service for increase of using intention through build up trust and commitment by consumers who satisfied.

• Journal of Distribution Research
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• v.9 no.2
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• pp.75-99
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• 2004

The primary purpose of this research is to develop and test a model that explains the process of how trust in a supplier firm and salesperson through relational commitment influence buyer's positive and desirable behavior. In order to do so, we are empirically to examine how a supplier firm and salesperson trust can reinforce buyer's relational commitment leading to relational citizenship behavior using over 138 buying firms, Through structural equation modeling, we find that trust in a supplier firm and salesperson influence the relational commitment and relational commitment enhance relational citizenship behavior. However, trust in a supplier firm is unrelated to the buying firm's relational citizenship behavior whereas trust in salesperson has direct effect on relational citizenship behavior. Finally, we discuss several theoretical and practical implications, and suggest limitations for the research and future research issue.

• Journal of Digital Convergence
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• v.14 no.8
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• pp.137-150
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• 2016

Labor-management relations are essential to corporation to secure competitiveness and a continuous development. However it is difficult to establish labor-management relations. This study focuses on the effect of cooperative industrial relations in trust and commitment of organization and labor union through 300people of 12 companies who belong to the Korean Confederation of Trade Unions. As a result of the study, cooperative industrial relations have a positive effect on the trust in organization and labor-management. Furthermore, the trusts of both organization and labor-management relations have a positive effect toward its commitment. This research result is an important factor to change a strategy of the labor union which cannot break out original roles. The cooperative industrial relations are also necessary for organization.