• Management & Information Systems Review
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• v.34 no.5
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• pp.93-110
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• 2015

This research is based on studies about functional service quality in service marketing field and tries to expand application of lovemark effect for service employee. To test the effect of service employee job attributes on lovemark as the antecedents, the analysis was held with customers who experienced specific service retail store recently. According to the research result, service employee job attributes factors including expertise and communication have positive effect on the lovemark. Furthermore, lovemark affected store loyalty significantly. The research has several marketing implication on service marketing and lovemark theory. For service providers, customers'perception of service employee's job attributes can present 'positive lovemark effect' and develop store loyalty in the service marketing perspectives.

• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.159-165
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• 2020

In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.

• The Journal of Society for e-Business Studies
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• v.21 no.2
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• pp.1-22
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• 2016

News contents has been collected, selected, edited and sometimes distorted by the news recommendation mechanisms of online portals in nowadays. Prior studies had not confirmed the consensus of newsworthiness, and they had not tried to empirically validate the impacts of newsworthiness on audience reactions. This study challenged to summarize the concepts of newsworthiness and validate the impact of representativeness of both editor's and audience's perspective on audience reactions as perceived news quality, trust on news portal, perceived usefulness, service satisfaction, loyalty, continuous usage intention, and word-of-mouth intention by adopting the representativeness heuristics method and information adoption model. 357 valid data had been collected using a scenario survey method. Subjects in each groups are exposed by 3 news recommendation mechanisms: 1) the time-priority news exposure mechanism (control group), 2) the reference-score-based news recommendation mechanism (a single treatment group), and 3) the major-news-priority exposure mechanism sorting by the reference scores made by peer audiences (the mixed treatment group). Data had been analyzed by the MANOVA and PLS method. MANOVA results indicate that only mixed method of both editor and audience recommendation mechanisms impacts on perceived news quality and trust. PLS results indicate that perceived news quality and trust could significantly affect on the perceived usefulness, service satisfaction, loyalty, continuance usage, and word-of-mouth intention. This study would contributions to empathize the role of information technology in media industry, to conceptualize the news value in the balanced views of both editors and audiences, and to empirically validate the benefits of news recommendation mechanisms in academy. For practice, the results of this study suggest that online news portals would be better to make mixed news recommendation mechanisms to attract audiences.

• Journal of the Korean Society of Food Science and Nutrition
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• v.35 no.6
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• pp.815-822
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• 2006

The purposes of this study were to investigate the consumer's perception of the subject to manage the foodservice operation in the university, and to analyze the effects of consumer's perception of the university foodservice qualify on intent to revisit and intent to recommend. The questionnaires were distributed to 575 students in the K University located in Masan, who were sampled by proportionate stratified sampling method. The surveys were peformed from May 17 to June 2, 2005. The 566 questionnaires were responded, and 6 unusable questionnaires were excluded, then 560 were used for the final analysis (response rate: 97.4%). For the statistical analysis, SPSS (12.0) was used to conduct the descriptive analysis, factor analysis reliability analysis, and multiple regression analysis. The results of this study were as follows: First 254 respondants (47.3%) did not know that their foodservice operation was managed by contract foodservice company, and 374 students (66.8%) did not know the name of the contract foodservice company which runned their foodservice operation. Second, the food factor of university foodservice quality had a significant positive effect on intent to revisit (P<0.001), and the food factor of university foodservice quality also had a significant positive effect on Intent to recommend (p<0.001). It was concluded that as the food factor of university foodservice qualify Increased, the intent to revisit and the intent to recommend the university foodservice increased. So when university foodservice managers plan the foodservice operation strategy, they should focus on increasing the perception of customers' foodservice quality and also advertising contract foodservice company's brand name.

• Journal of the Korean Society for Library and Information Science
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• v.46 no.4
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• pp.5-25
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• 2012

The purpose of this study is to develop a measurement tool for the quality of information commons. Information commons is a physical, technological, social, and intellectual place where library users can experience various educational, research, and cultural activities. It is recently gaining popularity and several libraries have implemented it to help users share knowledge and interact with each other. It also intends to provide a place for collaboration, learning, and rest. Despite its benefits and usefulness, there is no measurement tool explicitly designed for the quality of information commons. This study used in-depth personal interview, compared prior studies, and conducted a pilot study to elicit library users' perceptions on information commons and factors influencing on the perceived quality of information commons. Groups of initial items were emerged through classifying and clustering key concepts in the data. Then, the validity of the items were verified through a pilot study. The findings of this study will be useful for developing more reliable and valid survey measurement tool.

• Information and Communications Magazine
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• v.32 no.2
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• pp.34-40
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• 2015

본고에서는 실감 영상회의와 몰입형 텔레프레즌스의 수준을 넘어 물리적으로 떨어져 있는 원격 다지점(Multi-point)의 공간을 초실감적으로 가상 연결할 수 있는 스마트월(Smart-Wall) 기술 개념에 대해 살펴본다. 여기서 초실감이란 UHD-4K/8K급 또는3차원 이상의 초실감 영상기술과 사람의 모든 발성대역을 재현할 수 있는 슈퍼와이드밴드 기반 초실감 음성처리 및 동급 수준의 미디어 통신 기술을 적용한 사용자의 서비스 인지품질 수준을 의미한다. 이러한 초실감 수준의 현장감과 몰입감을 멀리 떨어진 1:1 또는 다지점 간 사용자들에게 안정적인 고품질로 제공할 수 있는 스마트월 핵심기술의 확보는 초실감 스마트워크 뿐 아니라 동급의 원격교육, 원격의료 서비스와 제품에 시급히 요구되고 있다. 원격 다지점 공간을 초실감으로 가상연결 하는 스마트월 기술은 사용자가 마치 현장에 있는 것처럼 실감성을 제공할 수 있는 핵심기술로써, 실감 ICT 올림픽에 접목이 되면 현장에 참석한 것 이상의 실감있는 대면 대화, 인터뷰 및 협업작업이 가능한 서비스를 제공할 수 있어 실감 ICT 올림픽에서 가장 인기있는 세계 최초의 기가미디어급 미래서비스가 될 것으로 예상한다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.2
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• pp.735-744
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• 2014

In this study, emotional intelligence which is defined as knowing yourself and other people's emotions and the ability to use regulation was judged as an important factor for the service quality implementation of aircraft crew members perform to work in special circumstances. And the purpose of this study is how emotional Intelligence affects job satisfaction and organizational loyalty. So we analyze the emotional intelligence of the K domestic airline crew in this study. This study showed that emotional intelligence affect high quality of service to perform the work well and contribute to job satisfaction. And job satisfaction has a positive impact on organizational loyalty also. Therefore, the ability of airlines to improve service quality as well as performing work also for the emotional intelligence to increase satisfaction and loyalty unplug staffs and it will require ongoing sensitivity training.

• Journal of Digital Convergence
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• v.10 no.10
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• pp.353-362
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• 2012

The purpose of this study tried to find ways to improve service quality for customers and effective program of organizational support to increase the hotel employees' job satisfaction to empirically analyze causatively impacted relationship between the perceived organizational support, job satisfaction, and service quality in the hotel industry staff recognize. Data were collected from 217 and surveyed from 1 to 30 in November 2011 in hotel. To summarize the results of the study, first, satisfaction of individual job environment, satisfaction of work environment support concerned in support for personal values both was not affected significantly. Second, support for work environment was also affecting more than support for personal worth to improve the quality of customer service and in support for the organization Third, satisfaction of the individual's work environment affected adaptability, conviction, and corporality in job satisfaction variables while support satisfaction for working conditions effected conviction and adaptability without corporality. In order to enhance adaptability to customers who employees serve, it should be created work environment to make employees feel satisfaction in individual's work environment. Therefore, hotel managers have to entertain feelings of loyalty for their hotel and make employees satisfaction with their job and their duty by enhancing support for work environment of hotel employees in order to increase business performance by improving service quality for customers.

• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2007.05a
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• pp.143-154
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• 2007

인터넷이 대중화대면서 온라인 쇼핑이 가능해졌고 구매자들은 인터넷을 통해 구매와 관련 된 경험, 서비스 등을 다른 사람들과 공유할 수 있게 되었다. 인터넷 쇼핑의 특성상 제품을 직접 눈으로 보고 만져 볼 수 없기 때문에 온라인 구전(Online Word of mouth)이 상품 구매 판단의 잣대로 활용되고 있다. 따라서 본 연구에서는 온라인 쇼핑몰에서 구전 정보 특성이 구매자들의 인지된 구전 정보 가치에 영향을 미치는지 실증적으로 분석하였다. 구전정보의 객관성, 관련성, 신빙성, up-to-dateness는 인지된 구전정보가치 즉 구매 불확실성 감소에 긍정적인 영향을 주었다. 구매 불확실성 감소는 온라인 쇼핑몰의 신뢰에 긍정적인 영향을 미쳤다.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• 2006.11a
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• pp.326-331
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• 2006

The Construction Management(CM) was adopted to the domestic construction industry 10 years ago, but it has suffered from so many problems. Therefore, this study intends to contribute to the development of the CM through suggesting the method which measures the service quality of the CM and the customer satisfaction. The most important thing of this method is SERVQUAL which is a multiple-item scale for measuring consumer perceptions of service quality. In order SERVQUAL which is widely used in the service industry to be applied to the CM field, this study modifies SERVQUAL partially and comes up with the detailed analysis way through the case research and then, finally considers the practical use and the problem of this method.