• Title/Summary/Keyword: 서비스 몰입

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Causal Role of Affective Commitment and Calculative Commitment in Explaining Relationships Between Service Characteristics and Trust and Services Loyalty in Dental Service Setting (치과 서비스특성과 신뢰 및 고객충성도 관계에서 감정적 몰입과 계산적 몰입의 인과적 역할)

  • Choi, Chul-Jae
    • 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 Effects of Service Experience on Service Loyalty in Resort Service Setting: Causal Role of Corporate Image, Service Trust and Affective Commitment (리조트 서비스경험이 서비스충성도에 미치는 영향: 기업이미지, 서비스신뢰 및 감정적 몰입의 인과적 역할)

  • Choi, Chul-Jae
    • The Journal of the Korea Contents Association
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    • v.17 no.3
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    • pp.382-399
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    • 2017
  • The purpose of this study is to identify the structural relationship between service experience, corporate image, service trust, affective commitment and service loyalty in leisure service environment, and explain the causal role of corporate image, service trust and affective commitment. To this end, hypothesis was verified by structural equation model analysis using SPSS 23.0 and AMOS 20.0 statistical package. The result of the study as follows: First, service experience influenced corporate image and service trust but not affective commitment. Second, corporate image influenced service trust and service loyalty but not affective commitment. Third, service trust influenced affective commitment and service loyalty, Finally, affective commitment affected service loyalty. Therefore, service providers should raise corporate image and build the service loyalty by following the user to experience excellent service in a cognitive and affective aspects. Also, by motivating the customer to have affective commitment to the service trust, You need to plan and implement a marketing strategy that can increase loyalty.

A Research about Smartphone Characteristics and Service Quality and Commitment (스마트폰 특성 및 서비스 품질과 몰입에 관한 연구)

  • Cho, Hyen Suk;Yang, Seong-Bok
    • Journal of the Korea society of information convergence
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    • v.7 no.2
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    • pp.1-5
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    • 2014
  • In this study, the smartphone features and service quality to analyze the effects of immersion. Smartphone attribute convenience, entertainment, and a ubiquity. The quality of service is composed of interactivity and personalization. Empirical analyzed. Results of the characteristics entertaining smartphone has a significant impact on both the affective commitment and normative commitment. Ubiquity have had a significant effect on normative commitment. Personalization of service quality has a significant impact on affective commitment and normative commitment. Entertainment and of smartphone features, let's highlight of the personalization of service quality. Emotionally can increase the normative commitment.

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Structural Relationship among Professional Service Satisfaction, Commitment and Loyalty (전문서비스의 만족과 몰입, 로열티의 구조적 관계)

  • Chun, Myung-Hwan
    • The Journal of the Korea Contents Association
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    • v.10 no.10
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    • pp.318-325
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    • 2010
  • This study is to examine loyalty building model which reflected differentiated traits of professional service to establish strong loyalty for gaining competitive edge. Professional service is where consumer can not easily predict the result of service as well as other common traits. It also has trait that is difficult to evaluate service satisfaction and quality even after using the service because knowledge imbalance between service provider and user is great. Therefore, in professional service, satisfaction and emotion that consumer perceives in the service use process will play critical role in loyalty formation. As a result, the model of this study divided dimension into responsiveness satisfaction which is satisfaction dimension of professional service use process, interaction satisfaction, technical satisfaction and structurally examined the relationship between emotional commitment and cognitive commitment and the relationship between dimension of commitment and loyalty. The analysis result show that dimension of satisfaction which perceived in professional service use process increases both emotional commitment and cognitive commitment and these commitments effect to loyalty formation.

A Study on Service Quality, Commitment Dimensions and Relationship Effect: Focusing on Korean and Chinese Consumers (유통업체 서비스품질이 몰입, 구전의도와 관계성과에 미치는 영향에 관한 연구: 한국과 중국 소비자를 중심으로)

  • Yang, Jin-Ho;Cheon, Gi-Hwa
    • International Area Studies Review
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    • v.15 no.2
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    • pp.199-223
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    • 2011
  • This research would research about discount store's service quality of Korean and Chinese consumers' recognition and importance of commitment dimensions. Also, research about differences between word of mouth intention and relationship retention intention. Results of hypothesis are as follow. First, for service quality dimension that has effect on normative commitment, service quality dimension has positive effect over normative commitment especially in tangibility, reliability and responsiveness. Second, for service quality dimension that has effect on affective commitment, among dimensions, except tangibility, reliability, responsiveness, assurance and empathy have positive effect over affective commitment. Third, for service quality dimension that has effect on continuous commitment, among dimensions, tangibility and reliability have positive effect over continuous commitment. Fourth, for relationship between dimensions of commitment, affective commitment has positive effect over normative commitment while continuous commitment has positive effect over affective commitment. Fifth, dimensions of commitment has effect over relationship performance variables that are relationship retention intention and word of mouth intention.

The Influency of Leadership and Care workers' Organizational Commitment on Service Quality in Nursing Facility for the Elderly (리더십이 조직몰입을 매개로 서비스질에 미치는 영향에 관한 연구: 노인요양시설을 중심으로)

  • Shim, Sun-Kyung
    • Proceedings of the Korea Contents Association Conference
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    • 2016.05a
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    • pp.223-224
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    • 2016
  • 본 연구는 노인요양시설의 서비스 질 향상을 목적으로 최고관리자의 리더십과 요양보호사의 조직몰입이 서비스질에 미치는 영향을 실증분석하였다. 분석결과 변혁적리더십과 조직몰입은 서비스 질에 긍정적 영향을 보였고, 특히 변혁적리더십은 조직몰입을 통해 서비스질에 영향을 미치는 매개효과도 검증되었다.

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The Mediating Role of Affective Commitment in Explaining Relationship between Characteristics of Service-offer and Loyalty: Focused on Department Stores (서비스전달 특성과 충성도 관계에서 감정적 몰입의 매개역할: 백화점 중심으로)

  • Choi, Chul-Jae;Huh, Young-Soo
    • The Journal of the Korea Contents Association
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    • v.14 no.10
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    • pp.255-269
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    • 2014
  • This study confirmed structural causal relations among concepts such as characteristics of service-offer, satisfaction, trust, affective commitment, and loyalty and surveyed mediating roles of affective commitment. The results are as follows. First, Customized service and service reliability influenced satisfaction while service competency did not. Service reliability affected trust while customized service and service competency did not. Second, satisfaction influenced trust and affective commitment but not loyalty while trust affected affective commitment and loyalty. Third, affective commitment influenced loyalty through the mediating role. The results mean that the seller-buyer relationship is a dynamic relationship. Finally, we discussed the role of affective commitment and the strategies of affective commitment development, and suggested future studies.

The effects of servicescape and information technology on service encounter job satisfaction, affective commitment and service performance: Focused on nursing services (서비스 스케이프와 정보기술이 서비스 접점직원의 직무만족과 정서적 몰입 및 서비스 수행에 미치는 영향: 간호서비스를 중심으로)

  • Ju, Ki-Jung;Yoo, Sangjin
    • Journal of Korea Society of Industrial Information Systems
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    • v.17 no.5
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    • pp.75-88
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    • 2012
  • This study examines the relationship among servicescape, information technology, employee's job satisfaction, affective commitment and service performance. Empirical research is conducted to statistically test the model using SEM and empirically confirms followings: (a) positive effect of servicescape and IT on both of job satisfaction and affective commitment, which, in turn, positively influences on service behavior, (b) positive effect of affective commitment and service behavior on service recovery, and (c) significant indirect effect of job satisfaction on service recovery meditated by service behavior. Results suggest that there are direct and indirect effects on service performance of servicescape and information technology through job satisfaction and affective commitment. This paper is concluded with the summarized result and contribution of this study, managerial implication of the research findings, and further research issues.

The Effects of Uncontact Learning Service Quality on Major Satisfaction (비대면 교육서비스품질이 전공만족도에 미치는 영향)

  • Choi, Dong-choon
    • Journal of Venture Innovation
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    • v.4 no.1
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    • pp.23-38
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    • 2021
  • This paper will examine the service quality of online education on service value, learning immersion, major satisfaction. The result structural equation model show that service quality of online education had a positive impact on service value. First, system convenience, system quality, interaction had a positive impact on service value. Second, System convenience, system quality, interaction had a positive impact on learning immersion Third, Online education on service value had a positive impact on Major Satisfaction. Fourth, Learning immersion had a positive impact on Major Satisfaction.

An Empirical Study on Determinants of Flow of Social Network Games on Facebook (페이스북의 소셜게임에서 몰입에 영향을 주는 요인에 대한 실증연구)

  • Tang, Hanh-Nguyen;Joo, Jaehun
    • The Journal of Information Systems
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    • v.23 no.1
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    • pp.1-28
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    • 2014
  • 소셜 네트워크 서비스의 확산과 더불어 소셜 네트워크 게임(이하에서는 소셜게임이라 함)이 부각되고 있다. 한편, 소셜게임이 인기를 끌면서 소셜 네트워크 서비스가 더욱 확산되는 계기가 되기도 한다. 사용자들을 소셜게임에 몰입하도록 유인하는 요인이 무엇인가를 파악하면 소셜 네트워크 서비스가 더욱 발전할 수 있는 방안을 찾을 수 있다. 따라서 본 연구는 사용자들을 소셜게임에 몰입하도록 유인하는 요인이 무엇인가를 분석하는데 있다. 본 연구에서는 대표적인 소셜 네트워크 사이트라 할 수 있는 페이스북의 소셜게임 사용자들을 대상으로 설문조사를 실시하였다. 280명의 사용자들을 대상으로 한 설문을 통해, 소셜게임에의 몰입, 게임스토리, 게임그래픽, 게임사회화, 게임 통제력, 게임 사용용이성의 관계를 구조방정식모형으로 분석하였다. 특히, 게임 사회화와 게임그래픽은 몰입에 직접적으로 영향을 주기도 하며 게임 사용용이성을 통해 간접적으로도 영향을 주었다. 한편, 게임스토리는 몰입에 직접적으로만 영향을 주고, 게임 통제력을 게임사용 용이성을 통해 간접적으로 영향을 준다. 본 연구는 몰입이론과 기술수용이론을 토대로 하고 있지만, 소셜게임에서의 몰입에 대한 최초의 연구이기 때문에 후속 연구에 지침이 될 수 있다. 또한 소셜게임을 개발하는 사업자들이 무엇에 역점을 두고 게임을 개발하고 서비스해야 할 것인가에 대한 지침이 될 수 있다.