• Asia Marketing Journal
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• v.17 no.2
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• Journal of Korean Society of Transportation
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• v.19 no.2
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• pp.7-19
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• 2001

The research purpose for The Impact of Aviation Safety over the Consumer's Behavior in Korea lies at the judgement that airline consumers' selection criteria has much changed after several serious aviation accidents as before when we used to overlook "aviation safety" variable through surveying to Korean aviation consumers and foreigners visit or travel Korea on various purposes. Therefore, for this research, practical analysis methods are employed after surveying to actual passengers who use Kimpo International Airport's international and domestic terminals. This study will be regarded significant in terms that empirical analysis was used to prove "Aviation Safety", a variable which had not been regarded as a airline choice factor within Korea air transport market so far, and has an effect on the aviation consumers' airline preference change and choice after recent frequent aviation accidents. Presenting this dissertation, I wish. it can be another opportunity for Korean two national flag airlines to reappraise and reinforce the significance of "aviation safety" and set forth immediate vigorous efforts to support the government's aviation safety improvement countermeasures. I hope the study to contribute and provide a variable idea and direction to improve aviation safety management of two Korean flag carriers.

• Journal of Korean Academy of Nursing Administration
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• v.1 no.1
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• pp.22-34
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• 1995

Health care marketing can be defined as a process of developing, promoting and administering health care services for the benefits of hospitals as well as consumers. Researchers have reported that one of the significant attributes in the selection of hospital is a client's perceived image of the hospitals. Especially the image of nursing services was one of the important factors of the hospital image. The main purposes of the study were 1) to define the positioning about 5 hospitals' image of nursing services. 2) to define the effects of image attributes to the iamage of hospital nursing services. Eighteen hundred questionnaires were distributed to the parents of middle schools and high schools in Seoul. Among them, 1340 cases were returned but 849 cases were turned out to be useful data and used in final analysis. In data analysis, $SPSS\;/PC^+$ and PC-MDS programs were used for descriptive statistics, multiple regression, and drawing perceptual maps. The image of hospital nursing services was measured developed by the author through literature review and content validation. Reliability coefficients was found to be statistically appropriate level of confidence(Cronbach's Alpha=.8617). The results were as follows : 3) The perceptual map shows that hospital A, B and C,D,E were divided into five groups(See Fig. 1). That is, hospital A, and B are located in a close position and hopital C & E are located at opposite position between X-axis, Hospital D was located in the middle area of the hospital C and:E. In conclusion, this research visiblely depicted perceptual maps using MDS of the consumer's image about hospital nursing services. Since hopital nursing services were differentiated by the image attributes in consumer's perception, the results of the study can help hospital managers plan marketing strategy according to their strong points or weak points. Because the necessity of marketing in recent health care was importantly recognized, this research which is adopting posititioning concept will contribute to the consumers and hospital organizations.

• Journal of Digital Convergence
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• v.13 no.8
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• pp.113-121
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• 2015

This study is to identify that the efforts of business ethics build customer loyalty, and it makes customers lead to purchase behavior in the viewpoint of grasping convergence effect. The survey has proved that ethical management influences consumers' purchase behaviors, and consumers' image perception and trust on corporate play parameter role in that process. This results imply that corporate's ethical management gives increase in revenue and reputation to corporate. So managers must recognize business goes on when the social legitimacy is approved by the public, and make efforts to arrange systems and programs to foster ethical management. In the future study, it is required that an analysis to differentiate target range and level of implementation of ethical management and research associated with ethical issue of high public interest.

• Korea Journal of Hospital Management
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• v.8 no.1
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• pp.95-111
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• 2003

The purpose of this study was to evaluate the information searching behavior of consumer by type of medical institution. A questionnaire survey was conducted of 1,507 persons who were selected through a multi-stage stratified area cluster sampling in nationwide level, excluding Jeju-Do. Personal survey was conducted through door-to door survey from 27 July to 10 August 1999. The main results of this research was as following; 1. The proportion of information searching of respondents ranged from 91.5-95.2%. Even though the proportion of user in university hospital was slightly high, there was not significant statistically by type of medical institution. In terms of information source, personal informer was most common information source in all type of medical institution. Public informers were more frequently used in university hospital visitors and professional informer in general and university hospital visitors. 2. Comparing to searching intensity, user informer and professional informer's influences were more powerful, but not statistically significant. In analysis of unit influence for information source, written informer or public informer was more powerful in clinic visitor, professional informer and written informer in university hospital visitor. 3. Information which consumer want to know mostly were about on special potential and career of physician. The clinic visitor wanted to know about institutional location and kindness of medical personnel. The university hospital visitor also wanted to know about facilities and convenience of process. Comparing to institution selection criteria of consumers at 1991, quality related criteria were recognized more importantly in outpatient and dental services. But in case of inpatient services, convenience factor was recognized more importantly. In conclusion, the effort for specific marketing plan by type of medical institution should be needed. And more concern on information searching behavior of consumer will be needed.

• The Korean Journal of Community Living Science
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• v.27 no.3
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• pp.351-369
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• 2016

Individual lifestyle and eating habits have changed rapidly due to the evolution of society. Especially, climate change caused by industrialization has influenced society, with the result that today's consumers perceive sustainability to be an important value. The purposes of this study were to segment consumers on the basis of their food-related lifestyle and to explore climate-friendly food consumption behavior by considering factors such as moral intensity, propensity for disgust with meat as well as consumer characteristics. The results of this study were as follows: first, consumers were segmented into three groups(high involvement, low involvement, convenience oriented). Consumers in the high involvement group presented a higher level of moral intensity and climate-friendly food consumption behavior than the other groups. Furthermore, factors influencing the selection of climate-friendly food were found to differ according to the type of consumer. Consumers in the high involvement group were found to be significantly influenced by age, concentration of effect, the morality of eating meat and meat texture, while consumers in the low involvement were found to be significantly influenced by social consensus and the morality of eating meat. Finally, consumers in the convenience oriented group for food life were found to be significantly influenced by age, harm perception, and the morality of eating meat.

• Korean Journal of Community Nutrition
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• v.19 no.4
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• pp.342-360
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• 2014

Objectives: This study aimed to develop nutrition education program for consumers to reduce sodium intake based on social cognitive theory (SCT). Methods: The main factors of SCT related to low sodium diet were investigated by using focus group interview (FGI) with 30 women who participated in consumer organizations. Results: The main target groups for the education program were housewives (H), parents (P), and the office workers (OW), for which we considered their influences on other people and the surroundings. According to the results of FGI, in carrying out low sodium diet, 'positive outcome expectation' were prevention of chronic disease and healthy dietary habit, and 'negative outcome expectation' were low palatability of foods, difficulty in cooking meals, and limited choice of foods. The contents of the program and education materials were individualized by each group to raise self-efficacy and behavioral capability, which reflected the results of the FGI. The program included 'salt intake and health' to raise positive outcome expectation. For improving the ability to practice low-sodium diet, the program contained the contents that focused on 'cooking' and 'food purchasing' for H, on 'purchasing and selection of low-sodium food with the children' for P, and on 'way of selecting restaurant menu' for OW. Also the program included 'way of choosing the low-sodium foods when eating out' with suggestions on sodium content of the dishes and snacks. Further, 'dietary guidelines to reduce sodium intake' was also suggested to help self-regulation. Conclusions: This nutrition education program and education materials could be utilized for the community education and provide the basis for further consumer targeted education program for reducing sodium intake.

• Journal of Fashion Business
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• v.15 no.6
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• pp.1-22
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• 2011

This paper is a study on the information required for developing Korean clothing products intended for Chinese students in Korea and for opening markets of Korean clothing and brands in China. It analyses the buying behaviors, purchasing ability, the favourite apparel type for clothing, and satisfaction with Korean clothing and brands of Chinese students in Korea, with which it seeks a program for South Korea branding to enter into the Chinese clothing market. Three hundred fifty seven students of Hannam University and PaiChai University Chung nam National University in Daejeon-city took part in this study. This paper adopts Descriptive Analysis, Crossing Analysis, Bivariate Correlations, and One-way ANOVA in SPSS 17.0 with Post Hoc Multiple Comparisons to know about the impact of demographic variables of Chinese students in Korea on buying information sources, the criteria for store selection, buying capacity, praise degree on various properties of Korean clothes products and their satisfaction with Korean clothes products. The first proposal of expanding China market for Korean merchants is to achieve maximum sales based on sales promotion strategies, such as the credit card corporations, the store display and sales person service development, SPA, design size development, and to upgrade consumption values. The second proposal is Korean clothes corporations should open the Internet shopping corresponding to the physical stores, the most frequently used information source of Chinese students is the network, from the age distribution of Internet users in 2008 in China, population above 10 and below 30 accounts for 66.7% of all users, In recommending clothes made in Korea to Chinese young people, on-line advertising will get better effects than other strategies, specially during advertisement, they should take good use of Korean television shows and variety shows or help Chinese poor areas to do the social contribution hereby to improve the public image of Korean clothes corporations, which can bring good sale promotion effects as well.

• Journal of Intelligence and Information Systems
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• v.23 no.1
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• pp.127-141
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• 2017

Advances in Internet technologies and the proliferation of mobile devices enabled consumers to approach a wide range of goods and services, while causing an adverse effect that they have hard time reaching their congenial items even if they devote much time to searching for them. Accordingly, businesses are using the recommender systems to provide tools for consumers to find the desired items more easily. Association Rule Mining (ARM) technology is advantageous to recommender systems in that ARM provides intuitive form of a rule with interestingness measures (support, confidence, and lift) describing the relationship between items. Given an item, its relevant items can be distinguished with the help of the measures that show the strength of relationship between items. Based on the strength, the most pertinent items can be chosen among other items and exposed to a given item's web page. However, the diversity of the measures may confuse which items are more recommendable. Given two rules, for example, one rule's support and confidence may not be concurrently superior to the other rule's. Such discrepancy of the measures in distinguishing one rule's superiority from other rules may cause difficulty in selecting proper items for recommendation. In addition, in an online environment where a web page or mobile screen can provide a limited number of recommendations that attract consumer interest, the prudent selection of items to be included in the list of recommendations is very important. The exposure of items of little interest may lead consumers to ignore the recommendations. Then, such consumers will possibly not pay attention to other forms of marketing activities. Therefore, the measures should be aligned with the probability of consumer's acceptance of recommendations. For this reason, this study proposes a model-based approach to combine those measures into one unified measure that can consistently determine the ranking of recommended items. A regression model was designed to describe how well the measures (independent variables; i.e., support, confidence, and lift) explain consumer's acceptance of recommendations (dependent variables, hit rate of recommended items). The model is intuitive to understand and easy to use in that the equation consists of the commonly used measures for ARM and can be used in the estimation of hit rates. The experiment using transaction data from one of the Korea's largest online shopping malls was conducted to show that the proposed model can improve the hit rates of recommendations. From the top of the list to 13th place, recommended items in the higher rakings from the proposed model show the higher hit rates than those from the competitive model's. The result shows that the proposed model's performance is superior to the competitive model's in online recommendation environment. In a web page, consumers are provided around ten recommendations with which the proposed model outperforms. Moreover, a mobile device cannot expose many items simultaneously due to its limited screen size. Therefore, the result shows that the newly devised recommendation technique is suitable for the mobile recommender systems. While this study has been conducted to cover the cross-selling in online shopping malls that handle merchandise, the proposed method can be expected to be applied in various situations under which association rules apply. For example, this model can be applied to medical diagnostic systems that predict candidate diseases from a patient's symptoms. To increase the efficiency of the model, additional variables will need to be considered for the elaboration of the model in future studies. For example, price can be a good candidate for an explanatory variable because it has a major impact on consumer purchase decisions. If the prices of recommended items are much higher than the items in which a consumer is interested, the consumer may hesitate to accept the recommendations.

• The Journal of the Korea Contents Association
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• v.17 no.4
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• pp.275-284
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• 2017

Modularity has merits in modifiability of product structure management and product arrangement. This feature helps consumer to expand the selection of products and to get customized products. Also consumers are drive satisfaction and reduce a post-purchase dissonance from role in a 'prosumer'. But expanding product's alternative would cause the overload confusion by rising complexity of information handling. Purpose of the study is to verify how interaction about option size and personal disposition are effected consumer's overload confusion. For this purpose we deducted 3 personal dispositions 'Regulatory focus', 'Product familiarity', 'Self-efficacy' that presented lead to potential effect of personal information handling by previous research. By statistical inquiry prevent focus group had perceived more overload confusion than promotion focus group in an expanding option size circumstances. And low Product familiarity and Self-efficacy group had perceived more overload confusion than high Product familiarity and Self-efficacy group in a expanding option size circumstances.