• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.108-122
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• 2021

The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.

• Journal of Service Research and Studies
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• v.12 no.2
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• pp.48-64
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• 2022

The metro played a role in improving and alleviating the problems of urban ground transportation, promoting rational development of the city and at the same time leading the development of metro-related industries. There is no doubt that it had a double effect of enormous economic and social benefits on the development of the country as a whole. The purpose of this study is to apply the concept of servicescape to the metro and establish the definition of the Metro Servicescape(MSS). To this end, the service space and service facilities of the metro were analyzed, and the existing domestic and foreign literature related to servicescape was studied. First, this study defined the concept of servicescape of metro. Second, 10 elements suitable for the metro service landscape were derived through domestic and foreign service landscape studies. Third, through field surveys and analysis of metros in five cities in Seoul, Busan, Daegu, Daejeon, and Gwangju, the ranking of the current status of the domestic metro servicescapes was 203 Seoul metro, 197 Busan metro, 192 Daegu metro, 178 Gwangju metro, There were 172 metro lines in Daejeon. Among them, the four elements of comfort, sociality, cleanliness, and safety are the same, and accordingly, it seems that each city metro is the same standard. However, the six elements of aesthetics, spatiality, convenience, entertainment, openness and information were found to be different for each city metro. It is expected that the results of this study can provide a reference value for future metro service landscape research.

• Journal of the Korea Convergence Society
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• v.9 no.1
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• pp.325-330
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• 2018

The study examined the impact of medical servicescape, human services, and effects on perceived value and customer satisfaction. From July 1, 2016 to August 31, 2016, a total of 300 outpatients visiting the university hospital and general hospital in Ulsan area participated the study. As a result, the general features of the Servicescape were more important to the aged and the higher the academic background, the higher the scores of Human Service and perceived value were revealed. There was a positive correlation between the service schedule of the medical institution, human service, perceived value, and customer satisfaction. And the factors affecting customer satisfaction were in order of human service (${\beta}=0.382$), perceived value (${\beta}=0.376$). The service scapegoats and personal services offered by customers visiting healthcare providers play an important role in understanding the internal health and needs of customers, and this research results will serve as a basic material for strengthening the competitiveness of medical institutions.

• Journal of Digital Convergence
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• v.17 no.1
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• pp.389-401
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• 2019

The purpose of this study is to clarify the relationship between servicescape experience of visitors to professional baseball stadium, control perception on the spot, consumption emotion, and revisit intention. A total of 273 questionnaires were analyzed using SPSS 20.0 and AMOS 20.0. The validity of the data was verified through frequency analysis, reliability analysis, confirmatory factor analysis, and correlation analysis. The hypothesis was verified by structural equation model analysis. First, servicescape has a statistically significant effect on control perception. Second, the control perception in the servicescape has a significant effect on the consumption emotion. Third, servicescape effected consumption emotion. Fourth, consumption emotion had a significant influence on the revisit intention. The results of this study suggest that visitors to baseball stadiums can induce revisit intention through positive experience of servicescape. The specific discussions and implications are described in the text.

• The Journal of the Korean Institute of Forest Recreation
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• v.22 no.4
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• pp.83-94
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• 2018

The present study applies the servicescape concept in the domain of Natural Parks to examine the impact of a natural park's servicescape on visitors' perceived value, overall satisfaction, and behavior intention. The study's findings suggest that the components of Natural Parks' servicescape can be evaluated based on three factors; including facilities, convenience, and comfort, accessibility to the park, and facilities inside the park, such as parking lots, bathrooms, and resting areas, in addition to other facilities. The results also revealed that if visitors had a favorable impression of the park facilities, they would have a favorable impression on the value of the intangible experiences, and general satisfaction and behavior intentions would be positive. Particularly, visitors perceive time in the course of a visit to be valuable, which in turn influences the comfort servicescape factor, which suggests the importance of continuous effort from Natural Park management to ensure a clean and pleasant environment. The present study is the first time the concept of servicescape has been applied in the domain of Natural Parks. Follow-up studies are required to improve the reliability and generalization of the research results.

• The Journal of the Korea Contents Association
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• v.10 no.9
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• pp.432-437
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• 2010

The purpose of this research is to find out how festival servicescape and human service impact the participant's emotional response and behavioral intention in terms of participants as consumers. The servicescape of festival indicated 4 common factors, named cleanliness, convenience, suitability and attravtiveness. As a result of analysis, it indicated that cleanliness and convenience from among the servicescape of festival variables are positively on positive emotion, negatively on negative emotion. And it was analyzed that all the variables of human service influence significantly on emotional response. Especially, it showed that expertise of human service variables influence on positive emotion the most, influence significantly on negative emotion. The result of relationship on behavioral intention indicated that the convenience factor of festival servicescape and expertise factor of human service influence significantly. Therefore, to operate successful festival, festival organizer should plan and manage the festival based on factors which comprises festival servicescape and human service.

• Journal of Digital Convergence
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• v.17 no.3
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• pp.379-387
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• 2019

This study analyzed what the Servicescape factor of the student cafeteria in university is, whether food quality and price fairness show any mediating effect in relation between Servicescape factor and user satisfaction. First, analysis shows that Servicescape factors of cafeteria for university students are 'extensity', 'cleanness', 'aesthetic' and 'agreeableness'. Second, 'cleanness and 'aesthetic' factors are found to have positive(+) influences on user satisfaction. Third, 'cleanness', 'aesthetic' factors are found to have positive(+) influences on food quality. Fourth, 'cleanness' factors of food quality shows complete mediating effect in the influential relation between Servicescape factor and user satisfaction and 'aesthetic' factors shows partial mediating effect. Fifth, significant influence was not seen in all factors of price fairness by Servicescape factors of student cafeteria in university. Sixth, price fairness was found to play no mediating role in the influential relation between Servicescape factor and user satisfaction. This study will help understand the mediating effect of food quality and price fairness in the relation between the Servicescape of student cafeteria in university and user satisfaction.

• Journal of Korea Entertainment Industry Association
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• v.15 no.4
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• pp.207-216
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• 2021

The purpose of this study was to empirically examine the servicesape focused on Taekwondo gym. More specifically, this study was to investigate the effect of servicescape on gym's image, parents' satisfaction and re-enroll intention. The 250 survey questionnaires were distributed among the trainee's parents of through convenience sampling. Due to the reliability of data, 18 samples were discarded and 232 samples were put to actual analysis. By using SPSS Ver. 21.0, data were analyzed for frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis and multiple regression analysis. The results of the study were as follows. First, the variables of servicescape which was ambient condition, cleanliness and comfort had positive effects on gym's image. Second, the servicescape which was consist of ambient condition, cleanliness, comfort and safety had significantly effects on parents' satisfaction. Third, servicescape which was consist of s ambient condition, cleanliness, comfort and safety had significantly effects on re-enroll intention. This study has a positive meaning in that it confirms the importance of the servicescape of the Taekwondo gym and presents the operation strategy through the servicescape.

• The Journal of the Convergence on Culture Technology
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• v.9 no.4
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• pp.693-697
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• 2023

As of 2022, dessert cafe trends are changing faster, customers' needs are becoming more demanding, and Koreans' consumption tendencies are changing rapidly, so this study investigates servicescape and customer engagement factors for dessert cafes through big data to identify servicescape and customer engagement factors.

• 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.