• 한국프랜차이즈경영연구
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• 제10권1호
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• pp.33-42
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• 2019

Purpose - Since the number of cafés operated by using cultural marketing in Jeju Special Self-Governing Province is increasing, this study emphasizes the necessity of cultural marketing, which is a different strategy of specialty coffee shops, focusing on Jeju Island. The purpose of this study is to investigate the effect of positive effects of service quality and brand image on customer satisfaction through cultural marketing. Research design, data, and methodology - It emphasizes the necessity of cultural marketing of specialty coffee shops, and how the positive effects of service quality and brand image brought through cultural promotion, culture support, cultural support, cultural enterprise influence customer satisfaction. The results of this study are as follows. In order to verify the research hypothesis of this study, Jeju residents who have experience using cultural marketing conducted in coffee shops in Jeju Island are targeted. The cafe in Jeju area, which runs from April 4 to April 14, 2018. A total of 110 copies of the questionnaire were distributed, and the final 100 copies were used as final empirical analysis data. Result - The results of the study are as follows. First, promotion and culture business activities have positive influence on brand image. Second, production and cultural business activities had positive effects. Third, brand image has a positive effect on customer satisfaction. Fourth, service quality has a positive effect on customer satisfaction. Conclusions - The implications of this study are following as: First, if you want to grow into a cultural enterprise in the province by enhancing your brand image, you need to prioritize cultural direction and business direction for cultural companies among sub-factors of cultural marketing. Second, it is necessary to improve the customer satisfaction through the improvement of the brand image considering the composition of the stores in the city, the facilities and the atmosphere, and the consumer tendency such as product and customer age.

• 산경연구논집
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• 제8권5호
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• pp.95-109
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• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• 한국프랜차이즈경영연구
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• 제13권3호
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• pp.31-43
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• 2022

Purpose: Service quality is a topic of constant interest in marketing research and practitioners. Service quality is an important factor influencing performance even in the context of coffee shops, and research on service quality management strategies continues by coffee shop researchers and practitioners. The service quality of coffee shops is a source of competitive advantage and is an important factor in enhancing customer and business performance. This study aims to identify the effects of cognitive evaluation on emotional and behavioral responses using a cognitive-emotional-behavioral framework and SOR model in the coffee shop context. Cognitive evaluation (service quality) consists of tangibles, responsiveness, assurance, reliability, and empathy dimensions. Research design, data, and methodology: In the proposed model, positive and negative emotions and satisfaction mediate the relationship between service quality and money to spend and visit frequency. The data were collected from customers who visited a coffee shop within the last 1 month. The survey was conducted for about one month. Among a total of 300 distributed questionnaires 261 responses were used for data analysis. The data were analyzed using frequency analysis, measurement model analysis, and structural equation modeling analysis with SPSS 28.0 and SmartPLS 4.0. Results: Tangibles, responsiveness, assurance, and empathy had significant positive effects on positive emotion, while only reliability had a significant negative effect on negative emotion. Both positive and negative emotions had significant positive effects on customer satisfaction, but not on money to spend and visit frequency. Lastly, customer satisfaction had significant positive effects on money to spend and visit frequency. Conclusions: The study revealed the relative weight of cognitive factors on customer emotions and confirmed the validity of SOR model. The fact that tangibility is the most important factor in increasing positive emotions and reliability is the most important factor in reducing negative emotions provides a direction for emotional branding strategies using the service quality mix of coffee shops. This study confirmed the full mediating role of satisfaction between positive and negative emotions and consumer behaviors (money to spend and visit frequency). This infers that when a coffee shop increases customer satisfaction through customer emotion management, the customer's money to spend and visit frequency in the coffee shop increases.

• 문화기술의 융합
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• 제6권3호
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• pp.275-282
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• 2020

최근 커피분야에 대한 소비자의 높아진 인식과 가격대 품질보다 한단계 나아가 심리적 만족에 비중을 두는 커피문화의 변화로 고품질 스페셜티 커피에 대한 관심이 높아지고 있다. 커피를 즐기는 방식이나 맛과 향 등을 중요하게 생각하는 하나의 문화로서 기호에 맞는 커피를 제공받고자하는 고객이 늘어남에 따라 스페셜티 커피전문점의 수도 증가하고 있으며 제공되는 커피의 품질 또한 높아지고 있다. 이에 본 연구는 스페셜티 커피의 주요 속성을 분석하고, 스페셜티 커피전문점에 필요한 마케팅 시스템을 구축하는 것에 목적을 두었다. 연구 방법으로 온라인 빅 데이터 분석을 통한 텍스트 마이닝을 실시하여 스페셜티 커피의 속성을 형성하는 요소들을 추출하고 영향의 정도를 분석하였다. 연구결과 커피의 맛과 원두, 바리스타와 관련된 단어들이 스페셜티커피의 속성에 중심적인 역할을 하는 것으로 파악되었다.

• 유통과학연구
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• 제14권7호
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• pp.33-44
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• 2016

Purpose - This study aims to provide domestic franchise coffee shops with useful information by analyzing the impact of servicescape and the ability to provide service on the customer satisfaction and loyalty in franchise coffee shops in Seoul. Research, data, and Methodology - The data were collected for a month from 1^st in February, 2016 through judgement sampling. Then, the available collected data were analyzed with SPSS 19.0 package. Results - The results from this study are as follows. First, the servicescape factors, which have impact on a franchise coffee shop's customer satisfaction, are determined to be interior, cleanliness and coziness. Next, the ability to provide service affects customer satisfaction. Third, servicescape factors have impacts on customer satisfaction. Also, the service from a coffee shop affects customer loyalty. Therefore, a customer's satisfaction through services of a coffee shop has an impact on customer loyalty. Conclusions - It is important to have not only the ability to provide service but also servicescape factors, such as interior, cleanliness and coziness in order to be distinct from other competitors. These difference might create customer satisfaction and retention which will bring profits.

• 동아시아식생활학회지
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• 제25권5호
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• pp.911-921
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• 2015

This study aimed to examine the choice motives for organic coffee and investigate how these motives influence consumer attitudes and purchase intentions regarding organic coffee. A survey was administered to people visiting organic coffee shops in Seoul. Analyses of frequency, descriptive statistics, factor and reliability, ANOVA, correlation, and regression were conducted using SPSS 20.0. Six factors were demonstrated as motives for choosing organic coffee: health, price, reliability, familiarity, sensory appeal, and environment friendliness. Among six factors, "reliability" and "environment friendliness" were positively associated with consumer attitudes, which had a significant impact on purchase intentions. This study is one of the first to examine the relationship between consumer attitudes and purchase intentions focusing on organic coffee. Although the organic coffee market has high potential, its theoretical background has been under developed. By revealing choice motives for organic coffee, this study could provide basic information on how to satisfy consumer needs and promote purchasing. In addition, by understanding needs of diverse and specific coffee consumer groups, effective marketing strategies can be developed with a focus on organic coffee. Especially, environment-friendly and reliable organic coffee can satisfy consumers, maximize profits, and improve brand value.

• 유통과학연구
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• 제15권6호
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• pp.47-56
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• 2017

Purpose - The purpose of this study is to examine the viability of imitation strategy. Imitation strategy is one of the strategic options that a late mover can choose, and by selecting the strategy, the company imitates key elements of the business model of first movers, and modifies them to suit its conditions. The author attempted to explain how the elements of first mover's business models were creatively adapted to suit the conditions of late movers so that they can secure market position face-to-face market leaders. Research design, data, and methodology - For the purpose of the study, Korean coffee franchise industry was selected to compare the strategies of first and late movers and to discuss imitation strategy in detail. The author conducted in-depth case study of first mover and business model innovator Starbucks and Ediya Coffee, one of their imitators. The paper examines how Ediya has imitated and modified the business model of Starbucks to secure its unique competitive position in domestic market by using value chain and generic strategy analysis. Results - Starbucks and Ediya were compared in terms of their interior design, the price level of beverages, the variety of side dishes, and shop locations. Starbucks have invested interior design heavily to shops, offered diverse beverages and side dishes with relatively high price, the shops are located in central areas, whereas Ediya has concentrated on achieving cost leadership in all value activities as maintaining the quality of key products. Ediya succeeded in achieving best-provider strategy, in which it enjoys both cost leadership and differentiation advantages, largely by the strategic alliance with the biggest coffee manufacturer, Dongsuh Foods in Korea. Conclusions - Though Ediya is the imitator of Starbucks, it has modified Starbucks business models and succeeded in providing the 'third place' experience for budget-minded customers. Ediya has also succeeded in benefiting its franchisees by lowering costs and simplifying the various tasks of coffee shop management. Due to these factors, Ediya could become one of the largest number shops as the coffee franchise in Korea.

• 한국식생활문화학회지
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• 제34권5호
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• pp.567-576
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• 2019

The purpose of this study is to identify the impact of the performance-linked marketing of food companies on the satisfaction and willingness of the companies that purchase products. To achieve the purpose of this study, a survey was conducted on consumers who were using domestic coffee franchises. A total of 300 questionnaires were distributed, and only 291 were finally used for analysis, except for eight ones that were not sincere or valid. Performance-linked marketing consisted of promotional factors, support factors, production factors, and mouth-to-mouth factors, and the purchasing company's satisfaction and willingness to purchase products consisted of a single factor. A linear regression analysis was performed using SPSS version 20.0 to verify the hypothesis. The research results show that (1) marketing linked to the performance by coffee shops has a significant impact on consumers' willingness to purchase. (2) The marketing performance for coffee shops has a significant positive impact on the satisfaction of the purchasing company. (3) The consumer's intention to purchase has a significant positive effect on the purchaser's satisfaction. These findings confirm the importance of concert-linked marketing in the differentiated marketing by restaurant businesses.

• 산경연구논집
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• 제13권3호
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• pp.25-34
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• 2022

Purpose: Food delivery services are rapidly increasing due to the recent COVID-19 outbreak. This study examines how much taste, price, brand, and reliability affect the satisfaction of delivery apps and delivery companies in food delivery services, as well as its effects on repurchase intentions. Research design, data and methodology: Empirical analysis was conducted through questionnaire survey on a coffee shop that started delivery services. Reliability and validity were analyzed, and hypotheses were verified through confirmatory factor analysis, discriminant validity analysis, and path analysis using structural equation modelling. Results: The factors affecting the satisfaction of delivery apps at coffee shops were taste and brand image. Only 'taste' had a statistically significant effect on the factor that made consumers feel satisfaction. In addition, satisfaction with delivery apps of coffee shops and delivery companies had a statistically significant effect on repurchase intention. The company should focus on improving the image of the coffee application rather than the corporate image. Conclusions: Now and in the future, F&B companies will have to recognize and respond, as well as rethink on how to deliver satisfaction of delivery apps and delivery companies to consumers in the ever-increasing delivery competition. This study provides implications through satisfaction analysis of coffee delivery apps and companies.

• 한국콘텐츠학회논문지
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• 제12권7호
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• pp.346-357
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• 2012

본 연구는 Kano모델을 활용하여 커피전문점의 다양한 품질요인들의 속성을 소비자의 관점에서 분류하였다. 또한, 각 품질요인들이 고객만족 또는 고객불만족에 미치는 상대적 영향력을 분석하기 위해 만족계수와 불만족계수를 산출하였다. 아울러, Kano모델의 한계점을 보완하고 품질요소들에 대한 커피전문점의 품질개선 여지를 파악하기 위해 잠재적 고객만족개선지수(PCSI Index)를 제시하였다. 분석결과, 매력적 품질요소에는 저렴한 가격, 실내인테리어의 고급스러움, 테이블과 의자의 편안함, 무선인터넷 사용의 편리성이 포함되는 것으로 나타났다. 한편, 일원적 품질요소로는 매장의 청결 및 위생, 가격 대비 품질인 것으로 나타났다. 잠재적 고객만족개선지수(PCSI Index)를 산출하기 위해 카페베네와 스타벅스의 만족도를 분석한 결과, 저렴한 가격, 가격 대비 품질 등에서 고객만족 개선 여지가 높은 것으로 나타났다. 본 연구결과는 커피전문점 경영에 있어서 고객만족과 향후 경쟁력 확보를 위해 우선적으로 관심을 두고 개선해야 할 품질요소가 무엇인지에 대한 시사점을 제공해 준다는 점에서 의의를 찾을 수 있다.