• The Journal of the Korea Contents Association
• /
• v.9 no.6
• /
• pp.344-356
• /
• 2009

The purpose of this paper is to identify the causal role both emotionally based satisfaction and service reputation by examining the relationships among each dimensions of service quality, cognitive satisfaction, emotionally based satisfaction, service reputation and service loyalty in mobile telecommunication company. The results of the study are as follows: First, conviction quality had not influence on both cognitive satisfaction and emotionally based satisfaction, but tangibles quality had more influence on cognitive satisfaction than emotionally based satisfaction and responsiveness quality had more influence on emotionally based satisfaction than cognitive satisfaction. It found that there was a significant positive relationship between dimensions of the service quality, cognitive satisfaction and emotionally based satisfaction, and dimensions of the service quality affect satisfaction either directly or indirectly through emotion. Second, consumer satisfaction had more effect on service loyalty through service reputation than direct effect. Therefore, service loyalty can be build by increasing emotionally based satisfaction and service reputation to customer who is perceived as good service.

• Proceedings of the Korea Society of Costume Conference
• /
• 2001.04a
• /
• pp.44-45
• /
• 2001

다양해지는 소비자들의 패션에 대한 개성적 표현 욕구에 따라 우리나라 미용산업은 헤어, 메이크업과 피부미용, 네일케어 분야로 전문화.세분화되면서 토탈 패션산업의 주요영역으로 성장하고 있다. 이러 한 토탈 패션의 등장으로 미용서비스에 대한 수요증가로 양적으로는 상당히 그 규모가 증가했음에도 불구하고, 서버스 품질에 대해서는 고객들에게 확실한 신뢰를 주지 못하고 있다. 이는 국내 미용업계가 미용서비스 제공자의 관점에서 일방적인 서비스를 창출하여 왔고, 고객이 바라는 서비스의 내용과 품질을 제대로 파악하지 못하고 있다는 사실을 의미하고 있다. 따라서, 본 연구는 미용실의 서비스품질의 구성 요인을 확인하고. 미용실의 서비스품질과 소비자 만 족과의 관계를 알아보는 것을 목적으로 한다. 이를 위한 본 연구의 연구문제는 다음과 같다. 첫째, 미용실의 서비스 품질을 결정하는 요인에는 어떠한 것이 있는가\ulcorner 둘째, 미용실의 서비스 품질 중 소비자 만족과 관련하여 상대적으로 중요한 서비스 품질 결정요인은 무엇인가\ulcorner 본 연구를 위한 예비조사에서는 개방형 질문(open-ended question)을 실시하였다. 예비조사결과 프랜차이즈 미용실, 시내중심가 미용실 그리고 집.직장 근처 미용실의 3가지 유형의 미용실은 그 규모나 소비 자 인식이 상이하여 미용실의 서비스품질 차원을 연구하는데 유용한 것으로 나타났다. 본조사에서는 설문지법을 이용하였으며, 그 대상은 서울 지역의 3가지 유형의 미용실을 이용하는 고객들중 2 20-30대의 주요 고객층으로 정하였고 편의 표집하였다. 분석방법으로는 신뢰도 검증을 위해서는 Cronbach's 외 alpha값을 활용하였고, 미용실의 서비스품질 차원의 개념 타당성을 알아보기 위하여 LISREL을 이용한 확인 적 요인분석(confirmatory factor analysis)을 실시하였다. 또한 미용실의 유형에 따른 서비스 품질의 차이를 알아보기 위해서 일원변량분석(one-way ANDV A)을 실시하였으며, 서비스품질 속성들 중 소비자 만족을 결정하는 요인들을 알아보기 위해서 다중 회귀분석(multiple regression analysis)을 실시하였다. 본 연구의 결과들을 요약하면 다음과 같다. 첫째, 미용실의 서비스 품질을 결정하는 요인으로 는 물리적 서비스(유형성, 접근성, 청결성), 판매원 관련 서비스(감정배려, 능력), 정책관련 서비스(점포운영, 명성, 신용카드) , 미용기술관련 서비스로 나타났다. 둘째, 미용실의 서비스 품질을 결정하는 요인들에 있어서 점포 유형간의 차이를 분석한 결과 전체적으로 응답자들은 프랜차이즈 미용실의 서버스 품질에 가장 만족했으며, 시내중심가 미용실과 집근처 미용 실 순으로 나타났다. 셋째, 미용실의 소비자 만족을 예측하는데 유의한 서비스 품질 결정 요일을 살펴보면, 프랜차이즈 미용 실은 청결성($\beta$ =.30), 감정배려($\beta$ =.54), 명성($\beta$ =.60), 미용기술관련 서비스 차원($\beta$ =.68)이 결정 요인으로 나타났다. 시내중심가 미용실은 청결성($\beta$ =.39), 직원의 능력($\beta$ =.49), 명성($\beta$ =.59), 미용기술관련 서비스 차원($\beta$ =.68)가 서비스 결정 요인이었고, 집근처 미용실은 청결성($\beta$ =.27), 감정배려 ($\beta$ =.57), 명성($\beta$ =.73), 미용기술관련 서비스 차원 ($\beta$ =.60)으로 나타났다. 이것으로 미용실의 소비자 만족을 예측하는데 유의한 서비스 품질 결정 요인은 청결성, 감정배려, 명성, 상품관련 서비스임을 알 수 있다. 본 연구의 방법론적 의미는 그 동안 개발된 소매점이나 패션점포의 서비스 품질에 대한 평기척도를 우리나라 미용실에 적용해 봄으로써 미용실의 특성인 유행성, 청결성, 미용실의 명성, 직원과의 친분 등을 포함한 미용실의 서비스 품질 차원과 그 신뢰성 과 유용성을 입증하였다는데 그 의미가 있다. 또한 본 연구의 결과는 미용실 서비스에 대한 소비자들의 인식과 각 미용실의 유형에 따른 소비자 만족을 예측하는데 중요한 서비스 품질 결정 요인들을 통해서 좀 더 나은 미용서비스를 정착시키는데 필요한 전략 을 수립할 수 있다는데 실질적 의미를 지닌다.

• The Journal of the Korea Contents Association
• /
• v.8 no.9
• /
• pp.124-132
• /
• 2008

Price is an important marketing issue in current competitive environment characterized by various distribution channels such as economic circumstance and the Internet. Many companies, for their best profits, use a price discrimination strategy such as price discount that reinforces consumer's purchasing behavior and they employ advertising strategy by presenting reference price with information of price discount in advertisements. Accordingly, many research verifies the advertising effects of presented reference price in advertisements, this study tries to expand the existing study area which is limited on reference price of product by examining the its effects on service area. It also aims to verify the effects of reference price advertisements by the level of service reputation. For this experiment, a factorial design with service reputation and presented method of reference pricewas used. The result of this study is that attitude toward price and use intention on presented reference price in service advertisements are higher than not presented it. In the case of high service reputation, advertising effect on presented reference price in service advertisements are greater than presented price discount rates in service advertisements. And in the case of low service reputation, advertising effects can be much greater by just presented reference price in service advertisements. Therefore, in service advertisements, strategic views on presented methods of reference price by the level of service reputation are essentially needed.

• Journal of the Korea Society of Computer and Information
• /
• v.25 no.1
• /
• pp.177-185
• /
• 2020

The purpose of this study is to analyze the effect of patient's perceived medical quality of service on satisfaction, hospital reputation, and loyalty to provide a strategic way to increase profitability and competitiveness of hospitals by preventing the departure of existing customers and promoting reuse. AMOS 20.0 was used for structural model analysis and identification factor analysis and SPSS 21.0 program was used for empirical analysis. As a result, the quality of medical service had a significant effect on satisfaction and reputation, and the quality of medical service had the greatest effect on satisfaction. Satisfaction has a positive effect on reputation and loyalty and is an important factor in determining loyalty. Recognizing the importance of improving quality of service and building relationships with patients should be prepared for strengthening relationships.

• Smart Media Journal
• /
• v.13 no.1
• /
• pp.67-75
• /
• 2024

The purpose of this research is to investigate consumer responses to production recommendations by AI. In order to test hypotheses of this study, we conducted experimental study that was a 2(Brand reputation: high vs. low) X 2(Social comparison: high vs. low). The results of this study showed the interaction effects of brand reputation and social comparison on brand attitude. Based on the results, we provide theoretical implications to extent the existing research regarding product recommendations. Moreover, the results of this study provide some practical implications and a new aspect about AI recommendations.

• Proceedings of the Costume Culture Conference
• /
• 2002.06a
• /
• pp.26-27
• /
• 2002

• Culinary science and hospitality research
• /
• v.19 no.3
• /
• pp.173-193
• /
• 2013

This study was conducted to investigate the effects of servicescape factors(space, convenience, aesthetics, comfortableness, cleanliness), brand reputation and experiences factors(feel, think, act, relate) on emotional and cognitive reactions of visitors to Korean restaurants. It also investigated the relationship between emotional and cognitive reactions and brand loyalty. A total of 353 questionnaires were analyzed using the factor analysis, a reliability test, and structural equation modeling analysis. The results revealed that space, aesthetics and comfortableness were positively related to emotional reaction, and convenience and cleanliness were related to cognitive reaction. This study also found that brand reputation was positively related to emotional and cognitive reactions. Moreover, it was found that think was positively related to emotional reaction, and feel, think, act and relate were positively related to cognitive reaction. Finally, cognitive reaction was positively related to loyalty. Therefore, Korean restaurant marketers should introduce or strengthen servicescape, brand reputation and experiences, which increases brand attitude or loyalty.

• Asia Marketing Journal
• /
• v.6 no.1
• /
• pp.43-56
• /
• 2004

본 연구에서는 대학이 소비자 집단에 제공하는 서비스 중에서 대학의 스포츠 팀에 초점을 두었다. 본 연구는 대학 스포츠 팀을 통한 대학의 정체성 확립의 가능성을 규명하기 위한 것으로, 대학 재학생들을 상대로 소속대학에 대한 소속감과 소속 대학의 명성에 대한 인식 등을 조사하여 학생들의 소속 대학 스포츠 팀에 대한 일체감 그리고 졸업 후 모교에 대한 후원의도의 관계를 살펴보고자 하였다. 연구결과 대학생들의 소속대학의 명성에 대한 인식이 스포츠 팀에 대한 일체감에는 영향을 미치지 않는 것으로 나타났으나, 대학에 대한 소속감은 스포츠 팀에 대한 일체감에 유의한 영향을 미치는 것으로 나타났다. 또한 졸업 후 모교에 대한 후원의도에 대한 조사에서는 소속 대학에 대한 소속감, 소속 대학의 명성에 대한 인식, 그리고 소속 대학 스포츠 팀에 대한 일체감 모두 유의한 영향을 미치는 것으로 나타났다.

• Journal of Distribution Science
• /
• v.9 no.2
• /
• pp.31-36
• /
• 2011

I conducted empirical analyses of what happens when an offline channel expands to an online channel and whether the pre-existing offline channel's competitive assets (e.g. brand reputation and level of service satisfaction) can be linked to online channel preference. I found that an offline channel's brand reputation and level of service satisfaction can have a direct influence on offline channel preference and a second-hand influence on online channel preference. Thus, if the competitiveness of the online channel is strong enough and its customers have a higher preference for the offline channel, they will be committed and loyal to the company. The resultant enhanced competitiveness of the offline channel will present opportunities for both present and future success. The main results are the following. First, the management of the distribution channel service quality is more important than that of the brand reputation. Customers' experiences of service and subjective evaluations are not important only as the leading factors in the long-term brand reputation management but also as influential factors in channel preference. SoThus, given that the service quality of the pre-existing channel is not the customers' main concern, a strategy of improving the level of service satisfaction aimed at present customers is more valuable than a wide brand positioning strategy aimed at general and new customers. Second, when an offline channel company establishes an internet shopping mall on an online channel, it is highly likely that the preference and subjective evaluation of the present customers will influence the online channel. This applies not only to the special case of an expansion from an offline intermediary channel to an online one, but also to an online channel acting as an expansion of the business model of a conventional manufacturing or service company: both cases are vertical integrations of marketing channels in an expansion of the distribution channel. My theory applies to a wide range of contexts. Third and finally, any business strategy can grasp the meaning of 'channel expansion. Fundamentally, it is an expansion of the sales activity channel and marketing activity. However, it is also a way of enhancing marketing and sales competitiveness through an expansion to an online or offline channel. The expansion of an offline company to an online channel could be seen not as improvement but as an innovation of the business process by which two goals are achieved with one technique. The former is expected to increase the sales of the offline company, and the latter is also expected to increase sales while also contributing to cost reduction.

• Journal of Digital Convergence
• /
• v.13 no.10
• /
• pp.157-163
• /
• 2015

This study seeks to investigate the effect of a musical's reputation and online discounts on the consumer's willingness to re-watch a musical in the convergence industry. of service management As a resut, First, this study verified the moderating effect of on-line price discount. Second, on-line price discount was found to have an impact on reputation of a musical and consumer satisfaction. Third, consumer satisfaction was found to have a positive impact on word-of-mouth intention. Accordingly, it would also be imperative to provide information via on-line communities on a consistent basis so that viewers could create viral marketing. Also, those customers having received differentiated benefits would have a higher degree of satisfaction. Eventually, these customers will create positive viral marketing effect.