• Management & Information Systems Review
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• v.29 no.1
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• pp.145-176
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• 2010

In most service organization, salespeople are the most visible representatives of the company. Salespeople are exposed to greater ethical pressures than individuals in many other jobs. In this context, the salesperson's ethical behaviour can play a critical role in the formation and maintenance of long-term buyer-seller relationships. Moreover, it can even generate liability problems for salespeople's organizations through both intentional and inadvertent statements. The purpose of this research focuses on the analysis of the role of ethical sales behaviour, as perceived by customer, in developing and maintaining relationship between the salesperson and the customer. Thus this study examines the relationship among perceived ethical sales behaviour, customer satisfaction, customer trust, and customer loyalty. The results of empirical analysis can be summarized by the following: First, perceived ethical sales behaviour had a significant direct effect on customer satisfaction, customer trust and customer loyalty. Second, customer satisfaction had a positive effect customer trust and customer loyalty. Third, perceived ethical sales behaviour had a significant indirect effect on customer loyalty through customer satisfaction and customer trust. Therefore, These finding will spawn both academic and practitioner interest in the salesperson's ethical sales behaviour and serve as a foundation for further research in this important area.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.174-190
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• 2015

This study looks at a causal relationships between service quality and behavior intention(re-visiting, recommendation, loyalty) to attract customers and make them loyal customers in the context of Japanese restaurants. The study includes 250 consumers who have experience in Japanese restaurants located in Busan to conduct survey for empirical testing. To achieve the purpose of current study, frequency test, multiple/simple regression analysis, and factor analysis were conducted with SPSS 18.0 statistical program. Structure Equation Model analysis has been employed for hypothesis testing. Results showed that the service of employee has been recognized as an primary factor among elements of Japanese restaurants' service quality to satisfy customer, and employee's service is the strongest affecting factor to consumers' behavioral intention as well. In addition, the food quality identified as an the strongest factor that affects behavior intention, whereas physical environment is the lowest factor. It can be interpreted that the quality of food is very important element to make their consumers revisit or recommend the restaurant to others. In this study, especially, the service of the employee has been identified as an key factor to customer satisfaction and behavioral intention. Therefore, CEO or restaurateurs of Japanese restaurants have to consider the importance of service quality and food quality to make more patrons as well as their business success.

• The Bulletin of The Korean Astronomical Society
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• v.42 no.2
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• pp.71.2-71.2
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• 2017

국립과천과학관은 상설전시관 외에 천체관측소, 천체투영관, 스페이스월드 등의 천문우주시설을 갖추고 있으며 이들 시설을 활용한 천문대중화 프로그램을 지속적으로 운영하고 있다. 그러나 학령인구 감소와 관람객의 요구수준 증대 및 계층의 다변화에 따라 더 이상 과학관 간의 경쟁이 아닌 문화센터, 놀이공원, 박물관 등 여러 유형의 놀이, 문화 시설과 경쟁해야 하는 현실에 직면하고 있다. 이로 인해 과학관을 방문하는 관람객수는 정체하거나 점차 줄어드는 추세를 보이고 있다. 따라서 일정한 수준의 관람객을 지속적으로 확보하기 위해서는 새로운 수요를 창출하는 것 못지않게 과학관 관람객층을 다변화하고 이들의 재방문율을 높이는 것이 중요하다. 2016년 1월부터 2017년 7월까지 국립과천과학관 천문우주시설의 비 상설 프로그램인 "공개관측회"와 "저자특강"에 참석한 관람객을 대상으로 재방문율 조사를 하였고 이를 이용해 관람객의 프로그램 참석 빈도, 특성, 고객충성도 등을 분석하였다. 충분한 표본 확보와 자료의 객관적인 분석을 위해 소수의 적극적인 관람객만 참여하는 설문조사 방식을 사용하지 않고 온라인에 등록된 모든 참석자의 목록을 추출하여 사용하였다. 조사기간 프로그램에 참여한 총 인원은 6,700명이었으며 2회 이상 방문을 한 관람객의 재방문율은 38.8%를 나타냈다. 총 4,755명이 참석했던 "공개관측회" 만을 대상으로 한 재방문율은 29.8%, 총 1,925명이 참석했던 "저자특강"만을 대상으로 한 재방문율 41.7%의 결과를 얻었다. 또한 두 프로그램을 모두 참석한 관람객은 전체 19.6%의 결과를 보였고 재방문자만을 대상으로 한 교차 프로그램 참석자의 비율은 50.4%를 나타냈다.

• Journal of the Korean Society of Food Culture
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• v.28 no.2
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• pp.186-194
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• 2013

The purpose of this study was to understand the effect of loyalty program in family and fastfood restaurant on relationship quality (trust, commitment) and revisit intention. Based on total 394 samples obtained from empirical research, this study reviewed the reliability and fitness of a research model using the Amos program. The hypothesized relationships in the model were simultaneously tested using a structural equation model (SEM). The proposed model provided an adequate fit to the data, ${\chi}^2$ 102.338 (df 48), GFI .959, RMR .049, NFI .970, CFI .984 SEM resulted that loyalty progam (${\beta}$= .429, t=7.880, p< .001) showed a positive significant effect on trust, and that loyalty program (${\beta}$= .455, t=9.532, p< .001) had a positive significant effect on commitment. Also, both trust (${\beta}$= .450, t=6.595, p< .001) and commitment (${\beta}$= .474, t=5.117, p< .001) had a positive significant effect on revisit intention. In addition, there were moderating effects related to restaurant type (family and fastfood restaurant) in terms of causal relationships between loyalty program, relationship quality and revisit intention. Limitations and future research directions are also discussed.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.10a
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• pp.371-387
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• 2005

From early 1999 years, the Mobile Telecommunication Companies have introduced the Mobile Telecommunication Membership Program to attract more customers. However, the severe competition in the Mobile Telecommunication market has made the Mobile Telecommunication Membership Program to be faced with the matured Mobile Telecommunication market and the Mobile Number portability. Main focus of this study is to find what are the core elements of service quality of the Mobile Telecommunication Membership Program. To achieve research objective, we conceptualized the service quality of Mobile Telecommunication Membership Program. We also derived hypotheses regarding the relationships between service quality of the program, customer satisfaction, and customer loyalty and examined it by using the empirical research methodology. We suggest new marketing strategies of the Mobile Telecommunication Membership Program which can be applied to improve the corporate competitiveness.

• Korean Management Science Review
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• v.23 no.1
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• pp.115-133
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• 2006

From early 1999 years, the mobile telecommunication companies have introduced the mobile telecommunication membership program to attract more customers. However, the severe competition in the mobile telecommunication market has made the mobile telecommunication membership program to be faced with the matured mobile telecommunication market and the mobile number portability. Wain focus of this study is to find what are the core elements of service qualify of the mobile telecommunication membership program. To achieve research objective, we conceptualized the service quality of mobile telecommunication membership program. We also derived hypotheses regarding the relationships between service quality of the program, customer satisfaction, and customer loyalty and examined it by using the empirical research methodology. We suggest new marketing strategies of the mobile telecommunication membership program which can be applied to improve the corporate competitiveness.

• Proceedings of the Korean Society of Computer Information Conference
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• 2020.07a
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• pp.211-213
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• 2020

최근 중국 시장에서 모바일 결재 서비스이 사용량이 매우 증가하고 있으며, 세계 모바일 결재 시장에서 1위를 차지하였다. 모바일 간편 결제란 일반적으로 재화, 서비스 이용에 연관된 결제를 모바일 단말기로 처리하는 것을 말하는데. 고객들의 수요를 만족시켜 사용도를 높이고 고객충성도를 효과적으로 배양하고 끌어올리는 것은 각 모바일 간편결제 서비스 플랫폼들의 초미의 관심사가 되었다. 이에 본 논문에서는 중국 모바일 간편결재 서비스품질과 기술수용모델이 고객만족도와 재사용의도에 미치는 영향을 살펴보았다. 그리고 유형별 분석결과에 대한 차이가 있는지 살펴보았다. 먼저 선행연구를 바탕으로 연구모형 및 연구가설을 설정하고, 중국의 고객들을 대상으로 250명을 대상으로 설문조사를 실시하였고, SPSS 19.0 통계분석 프로그램을 사용하여 실증분석을 하였다.

• The Korean Journal of Air & Space Law and Policy
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• v.30 no.1
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• pp.65-94
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• 2015

Since American Airlines launched AAdvantage which was the first Frequent Flyer Program in 1981, many people has accumulated mileage credits, and now, frequent flyer program(FFP) is the universal marketing tool to the airlines. These days, airlines establish a strategic alliance with domestic and foreign companies of various fields ; other airlines, travel agencies, car hire firms, hotels, department stores, even credit card companies. However, more people want to use their mileage credits, more airlines reject to approve that or change frequent flyer program against their customers. Last year, Northwest, Inc. v. Ginsberg, the United State Supreme Court made a decision that the preemption provision of Airlines Deregulation Act(ADA) preempts state laws related to rates, routes and services for air carriers including implied covenant of good faith and fare dealing. Thus, the claim of Ginsberg was canceled, it means that Northwest Inc. could terminated one-sidedly his membership in the frequent flyer program. In the contrast, Korea does not have the statute like ADA. If customers file a claim on FFP like Ginsberg, the courts of Korea judge whether the clauses of standard form contract are unfair or not. Therefore, in this article, Ginsberg would be checked on legal issues and be compared briefly with the courts' ruling in Korea.

• Journal of Popular Narrative
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• v.27 no.1
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• pp.99-130
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• 2021

This paper examines printed materials such as weekly newsletters and leaflets issued by Dansungsa, a movie theater in Colonial Korea for a promotional purpose as independent modern media. During the 1920s and 1930s, in tandem with the development of the incipient printing houses in Namchon, Gyeongseong, including Suyeongsa, Dansungsa published promotional prints including weekly newsletters and leaflets in a serial manner to compete with Joseon-gukjang and Umigwan. As these materials contain various information including movie programmes, spectatorship, distributional channels, and promotional strategies that bears witness to theater culture of this time, this paper focuses on the dynamics where not only text and image but also audiences and filmic texts are mediated one another. To this end, the paper has three objectives. First, I argue that weekly newsletters and leaflets can be considered as 'flickering media' that meddles in text and image culture. Second, Dansungsa's promotional prints interpellated film audiences as a loyal fan group while mediating audiences and filmic texts. In doing so, I suggest that these print materials established its own cultural domain differentiated from filmic culture itself. Third, these ephemeral materials contributed to narrowing the gap between colonial Joseon and the World in its imaginary geography through the function of mediation.

• Asia Marketing Journal
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• v.7 no.3
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• pp.83-104
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• 2005

This case describes Lotte Mart's practices and achievement in the aspect of social responsibilities and ethics management and its implications in retail industry. Lotte Mart set ethics management as core business objective, and establishes and operates a variety of ethics management programs for each of customer, shareholders, employees, suppliers and society. By these programs, Lotte Mart could achieve improvement in quality and price competitiveness through better partnership with supplier, get more efficiency in business through higher morale among employees, and gain improved customer loyalty through customer satisfaction.