• Journal of Distribution Research
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• v.12 no.4
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• pp.79-108
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• 2007

In this study, we measured customers' perception of organization citizenship behaviors of employees which are known as the important factor for improving performance of companies, and examined the path relationship among related variables such as service quality, customer satisfaction, trust, and positive word of mouth. Although there have been many studies of OCB in the marketing field, the majority of these studies measured employee's OCB from the organization's perspective. This study has extended the prior studies by measuring employee's OCB from the customer's perspective. Customers of beauty salons and public houses were researched such that OCB may be applied to more various customer contact situations. The result is as follows. First, employees's OCB had a direct effect on perceived service quality and trust, and had an indirect effect on customer satisfaction. It means that customers evaluate the service quality of employees and trust frontline employees when they observed employees helping other organizational members, orientated customer facilitation beyond the regulated role and showed positive attitudes for their organization. As a result, customers feel more satisfied. Secondly, OCB had an indirect effect on positive word of mouth through mediation of service quality, satisfaction, and trust. Finally, consumer facilitation had the largest effect on consumer attitude among three dimensions of OCB-consumer facilitation, organization involvement, and sportsmanship. We understood the relationship between frontline employee's OCB and customer attitudes, and the necessity of multidimensional approach in measuring employee's OCB from the customer's perspective.

• The Journal of the Convergence on Culture Technology
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• v.3 no.4
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• pp.137-144
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• 2017

The purpose of this study is to examine the effectiveness of Customer Relationship Management (CRM) factors in the Supply Chain Management (SCM) context focusing on ashion apparel company. Especially, this study reveals whether a long term relationship is beneficial for all businesses regardless of negotiation power leverage. To this end, the mixed research methods that combined qualitative and quantitative approaches were conducted. The findings of this study are as follows: First, the research model which is CRMs for interactive relationship building were developed. Second, cause-and-effect relationships in the proposed model were partially supported depending on CRMs. The most effective CRMs offered are a guarantee of sales and a special discount. Customized products and quality, convenience, competitive pricing, and development of a product/system/service were effective to ultimately increase a switching cost.

• The Journal of the Korea Contents Association
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• v.7 no.4
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• pp.30-38
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• 2007

In this paper, UHF band RFID reader antenna using filbert curve fractal structure and adding the partially grounded plane at the bottom of antenna, which has a resonant frequency at 910MHz, is proposed. Input impedance of antenna is matched with the feed line of 50ohm by varying the length and width of line segment making up the antenna, and by moving the position of via hole. The gain and directivity of antenna is enhanced as varying the dimension of the partially grounded plane and adding the line segment. The size of fabricated antenna is $68mm\times68mm$. The impedance band width(VSWR<2) is $882\sim942MHz$. The return loss and the gain of fabricated antenna are -18.2dB, 5.3dBi at 910MHz.

• The Journal of the Korea Contents Association
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• v.14 no.3
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• pp.401-413
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• 2014

The principal objective of this study is to examine the relationship between the emotional intelligence and customer orientation in airline service context. Moreover, this study was designed to test the moderating effect of social support to provide fundamental and practical data for airline industry. In this study, 2 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 233 flight attendants was surveyed and a total of 214 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional intelligence was divided into 'self-emotional appraisal', 'other's emotional appraisal', 'regulation of emotion' and 'use of emotion' according to the literature review. Analysis showed that emotional intelligence has partial effect on customer orientation accordingly. Secondly, social support has partial moderating effects between emotional intelligence and customer orientation. Continuous and systematic training program which build up team work should be conducted to administer 'emotional intelligence'.

• Journal of the Korean Society of Food Culture
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• v.32 no.5
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• pp.383-393
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• 2017

This study was conducted to analyze the dietary lifestyle of local Chinese consumers and to classify dietary characteristics according to their dietary lifestyle factors and dietary behaviors. This investigation was conducted for 1 month from 1 January 2017 targeting 300 adult males and females living in China using the online survey company surveymonkey. Four factors relating to dietary lifestyle were identified, gourmet factor, healthy factor, convenience factor and economic factor, and these were grouped into 4 clusters according to their dietary lifestyle factor scores. Group 1, the gourmet economy group, showed a high percentage of living alone and a high frequency of eating out, but a relatively low percentage of three regular meals per day. Their dietary lifestyle was sensitive to gourmet factors and economic factors, but less sensitive to health and convenience factors. Group 2, the wide interest group, contained a high percentage of individuals in their 30s, as well as more highly educated individuals and a higher income than other groups. Because their dietary lifestyle scores tended to be higher than those of other groups, they sought a variety of new foods and gourmet meals for enjoyment of dining and life, as well as well-being food materials and foods related to health. Group 3, the health economic group, constituted a family-type consumer group with lower income level than the other groups. Members of this group were seeking health food and natural food in their dietary lifestyle and tended to pursue a high economic profit ratio when purchasing food. Finally, group 4 showed a relatively higher percentage of women over 30 and individuals with a college level or higher education than the other groups. This group was more interested in health and taste than price and convenience, and showed the highest LOHAS orientation among middle aged Chinese women. Moreover, members of this group directly utilized their knowledge regarding nutrition in real life.

• Journal of Distribution Science
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• v.14 no.2
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• pp.123-133
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• 2016

Purpose - Understanding how service convenience drives shopping performance is imperative for retailers such as department and large discount stores. Retailers have to enhance shopping productivity by reducing the costs of shopping, as convenience triggers customers' perceived shopping value, leading to customer satisfaction, and ultimately patronage behavior. Consumers, generally considering time as a scarce resource, are more sensitive to the time costs of tasks in regard to shopping trip, differently from forming perceptions of convenience in time orientation. Therefore, this study attempts to examine the moderating effects of consumers' time orientation on the relationships among service convenience of retailers and shopping performances such as shopping value and service performances. Research design, data, and methodology - The department and discount store chains were chosen as the point of analysis in this study. Data were collected from a survey of real-life consumers and all respondents were screened to ensure only those who had visited in the department and discount store chains within past six month prior to the day of data collection. Out of 600 self-reported surveys that were distributed, a total of 530 responses were returned and after excluding 20 incomplete responses, the final sample size was 510. The three hypotheses were proposed and tested in this study. The one hypothesis was on the moderating effects of time orientation for the effects of service convenience on shopping value (hedonic and utilitarian shopping value). The other two hypotheses were on the comparisons between high and low time-oriented customers with the effects in shopping value from service performance. Hierarchical moderated regression analysis was used to test the hypotheses. Results - The results suggest that the effect of service convenience on utilitarian shopping value and the positive effect of utilitarian shopping value on customer satisfaction are greater in low time orientation than high time orientation customers. Conversely, when customers are highly oriented toward time, the effects of hedonic shopping value on customer satisfaction and revisit intention are greater than for customers who are lowly oriented toward time. Conclusions - This study has two-fold significance. First, this study contributes to the consumer behavior and services marketing literature by incorporating customers' time orientation into the service convenience-shopping performance. Although the effect of service convenience on shopping performance might differ from customers' perceptions concerning shopping, there has been little investigation or comparison between customers' perception on time. This study is a first attempt to consider how the effects of service convenience on shopping value and service performance vary with differing levels of customers' time orientation. This study advances prior studies by showing that the service convenience-shopping value and service convenience-service performance relationships vary across different combinations of the customer's time orientation. The findings of this study suggest that the retailers need to enhance the experiential aspects of the stores for their high time-oriented customers. Conversely, for the low time-oriented customers, the retailers should boost the visual distinctiveness and ease of store navigation.

• Journal of the Korean earth science society
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• v.23 no.8
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• pp.666-675
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• 2002

The purpose of this study was to develop the level-defferentiated Web Based Instruction(WBI) program, to examine its effects on the science achievement self-directed learning characteristics, and the students’ perceptions on the WBI learning. For this purpose, the advanced and complementary WBI program of level-differentiated curriculum was developed to adapt to class fields and examine instruction facilitating efficiency. Designed and developed the WBI program make it possible to teach students according to the level-differentiated learning for the chapter, ‘weather and climate’ in high school science curriculum. The results of this study are as follows: First, level-differentiated WBI was effective to encourage self-concept, learning eagerness, future-oriented self-apprehension, creativity, self-assessment of the student’s self-directed teaming characteristics. There was no interaction effect of treatment and students’ learning ability at the self-directed learning characteristics. Second, the scores of science achievement of WBI group were significantly higher than those of conventional lecture group. There was interaction effect of treatment and students’ learning ability. However level-differentiated WBI has no effect on openness, initiative, responsibility of the student’s self-directed learning characteristics. There was interaction effect of treatment and students’ learning ability at the science achievement, Third, in the perception questionnaire of WBI teaming, many students showed the WBI teaming was good in terms of causing interaction between learners and web based learning materials including various images and animations. However there are several students who showed learning difficulties. For example they wonder which part is more important and what order is proper to study in hypertext environment.

• Proceedings of the Korea Water Resources Association Conference
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• 2009.05a
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• pp.1807-1811
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• 2009

홍수기 유량측정에 있어서 가장 큰 어려움이었던 유속측정의 정확성을 확보하고 실무자의 안전성을 보장하기 위한 기본 취지에서 1993년 시작된 "대하천 유량 자동측정 설비개발"이라는 연구 주제하에 비접촉식 유속측정 기법에 대한 연구를 수년간 연구개발을 거듭한 결과물인 전자파표면유속계를 1999년도에 상품화하여 현재 국내에서 홍수유속측정 설비로 이용되어지고 있다. 현장에서 유량측정업무에 종사하는 실무자들은 홍수유량측정에 비하여 훨씬 간편함을 몸소 느끼게 되었고, 상품화보급이 시작된지 수년이 지난 상태에서는 더욱 성능이 개선된 전자파표면유속계가 개발되기를 기대하였다. 무엇보다도 홍수기에 유량측정시 기존의 유속측정 방법과 같은 방식으로 각 측선마다 전자파표면유속계를 설치해야하는 번거로움을 피력하였다. 기존의 전자파표면유속계는 하천을 가로지르는 교량위에서 흐름방향에 나란히 측정하는 조건을 고려하였기 때문에 이와 같은 편각인 상태의 유속측정은 검토하지 않았다. 이와 같은 사용자의 요구에 대하여 한국수자원공사에서는 홍수기 유량측정시의 사용자 편의성을 증대하기 위하여 성능개선 작업에 착수하여 편각측정용 전자파표면유속계를 개발하였다. 편각측정의 주된 목적은 전자파표면유속계를 모든 측선에 설치하지 않고 한 지점에서 편각(oblique angle)으로 여러 측선의 유속을 측정함으로써 유속측정의 효율성을 증대시키는 것이다. 전자파표면 유속계에서의 편각 측정은 하천의 유속 방향을 기준으로 정면에서 측정하면 수평 편각이 0도가 되며 좌우로 안테나를 회전하여 움직인 각도가 측정 편각으로 결정된다. 전자파의 물리적 특성 때문에 편각이 증가하면 반사된 신호의 수신 크기가 감소하여 측정이 불가능하게 된다. 이러한 문제를 최대한 극복하는 것이 본 연구의 중점 개선사항이다. 이를 통하여 전자파표면유속계를 교량의 임의 지점에 설치하여 좌우로 편각 $20^{\circ}$에 이르는 범위의 유속을 측정하고자 목표로 하였다. 홍수시의 현장 측정 환경은 열악하기 때문에 정확한 측정을 조건으로 측정자에게 최대한의 편리함과 신속한 측정 환경을 제공해야 효과적인 업무수행이 가능하다. 이러한 편각 측정을 가능토록 하기 위해서는 유속측정시 송신되는 전자파의 출력을 기존의 시스템보다 보다 높게 발사하여야 하며 안테나의 수신감도 및 지향성이 개선되어야 한다. 이를 위해서 안테나 형태에 있어 기존 전자파표면유속계와의 차이점은 기존안테나는 파라볼릭 형상이었으나 신규 제작된 안테나는 평면안테나로 이러한 형태의 개선를 통해 안테나 특성 및 구조적인 차이를 유도하였다. 두 가지 안테나 사양 각각 장단점이 있으나 가장 큰 차이점은 빔폭 특성에서 평면 안테나가 우수하며 수신 감도를 향상시킬 수 있다는 강점이 있다. 특히 Tx/Rx 분리의 평면안테나 구조는 파라볼릭 안테나에서 불가능한 기능으로서 편각측정으로 인한 수신감도의 저하의 문제를 해결하기 위한 개선조치이었다. 성능개선 제작된 편각측정용 전자파표면유속계를 이용하여 일반하천의 홍수유속에 대한 편각측정 실험을 안성천에서 실시한 결과 유속 약 1.7 m/s 인 상황에서 편각 $20\;^{\circ}$ 까지 편각 $0\;^{\circ}$일때와 유사한 측정 성능을 보였다.

• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.470-483
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• 2013

The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.

• Korean Security Journal
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• no.37
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• pp.269-293
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• 2013

Raising the level of quality of the security industry is an urgent matter. Since security service is provided through direct contact with customers, the security agents' expression of emotion directly influences the evaluation of the security company or their own earnings. So emotion control at customers demand is necessary above all things, and this research established what difference the service career makes in the influence that the security agent's emotional labor exerts on customer orientation, and the results of the analysis are summarized as follows. First, the security agent's emotional labor exerted negative effects on customer orientation. From this, the conclusion that the higher the security agent's emotional labor, the lower the customer orientation, was obtained. Second, the service career showed differences in the effects of the security agent's emotional labor on the customer orientation. In other words, the conclusion that the lower the security agent's service career, the greater effects the emotional labor exerts on the customer orientation, was obtained. In conclusion, in order to raise the level of customer service, systematic education to control the emotional labor of the security agents with low service career is necessary. Particularly, since the emotional labor of new employees is related to the service environment, the improvement of the service environment of the security agents is more important than anything else.