• Asia Marketing Journal
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• 제16권2호
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• pp.1-14
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• 2014

This study applies the job-demands resource (JD-R) model to investigate the interactive effect of job demands and job resources in predicting the development of service employee work engagement and customer-oriented attitude. This paper proposed a theoretical model that suggests that the service employee's work engagement is the consequence of the employee's perceived support from the organization and its customers (customer participation) and leads to a customer-oriented attitude. However, the effect of organizational support is somewhat hindered by job insecurity, demonstrating the inability of an organizationally provided job resource to overcome the job demand of job insecurity. As a type of job demand from customer's perspective, customer crowding is suggested as a negative moderator in the link between customer participation and work engagement. As such, this article proposes how different elements of a service employee's work environment interact to ultimately influence the service employee's customer-oriented attitude. Specifically, the current research focuses on how the negative contextual elements of job insecurity and job crowding (i.e., job demands) interact with the potentially positive elements of organizational support and customer participation (i.e., job resources), as well as with an employee's customer orientation, to ultimately develop a customer-oriented attitude. This study concludes with some propositions for potential causal relationships among key constructs that can be empirically tested in future research, as well as implications of the current study for both managers and researchers.

• 디지털산업정보학회논문지
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• 제6권4호
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• pp.279-295
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• 2010

Technology development has reshaped not only the business environment but also financial service. The purpose of this study is to investigate the factors affecting customer's attitude and usage of Internet banking. Based on prior studies, this study identifies usefulness, ease of use, innovativeness, social influence, quality, cost as affecting factors of customer's attitude and usage of Internet banking. This study intends to do a comparison analysis the relationship between customer's attitude and usage of Internet banking by classifying Internet banking service into inquiry, transfer, and other service. Result shows that usefulness, quality, and cost are significantly related to the customer's attitude toward Internet banking service, but ease of use, innovativeness, and social influence are not. Even though customer's attitude was found to be significantly related to the use of Internet banking, the degree of it was different by service types inquiry, transfer, and other service in a row. It implicates that usage of Internet banking still centered on inquiry service.

• 수산해양교육연구
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• 제23권2호
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• pp.319-332
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• 2011

This study concerns the importance of internal marketing, employee's attitude, and customer orientation through the change of port industry and the operational condition of domestic container terminals. In accordance with this, the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals need to be acknowledged to secure competitive advantage and to maintain continuous transaction relationship with customer through the empirical research. The purpose of this study is to firstly, understand the current facilities and situation of container terminals in Busan port, and its changing environment of port industry. Secondly, provide basic information through the seeking whether the concept of internal marketing is able to apply into port industry. Thirdly, establish the theoretical system through the literature consideration on internal marketing, employee's attitude and customer orientation in container terminals. Finally, draw useful suggestions for managing container terminals through the structural relationship among variables, which are internal marketing, employee's attitude and customer orientation in container terminals.

• 한국조리학회지
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• 제23권6호
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• pp.89-98
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• 2017

This research focused on recognizing and empirically testing a relationship between brand personality congruence and brand extension, which can lead to effective marketing strategies for the hotel industry. The objective of this research was to identify how customer's brand personality congruence affect brand extension and to then address what the most appropriate brand extension types for hotel brands are. This study offered a better approach to assess the broader impact of extension strategy for the marketer managers. The methodology for achieving these objectives were described in the following sections: developing measurements based on extensive reviews of literature and analyzing data utilized a exploratory factor analysis and a series of simple linear regression analyses. The result of this study showed customer's brand personality congruence had a great impact on the customer's positive attitude toward core brand. However, customer's attitude toward core brand had no impact on the updated attitude. The findings provided some theoretical and managerial implications for hotel operators.

• 한국의류학회지
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• 제40권1호
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• pp.41-55
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• 2016

This study analyzed the influence of other customers' perception (similarity, physical attraction, and suitable behavior) of the fashion retail environment on male customers' store attitude and behavioral response. In addition, comparing the effect of store type, this study comprehensively provides the effect of other customers' perception in fashion retailing. In order to investigate research questions, an online survey was conducted and 220 responses were analyzed using AMOS 18.0. The results of this research were as follow. First, the dimensions of physical attraction and suitable behavior of other customers influenced toward target customer's fashion store attitude. Second, the effect of store attitude towards the perceiver's behavioral response was proven. Third, customers established their store attitude by other customers' physical attraction in luxury stores, while others' behavior was meaningful in SPA store. Fourth, other customer's similarity dimension did not influence the male customers' store attitude. This study contributes to a comprehensive understanding of other customer's effect in fashion stores by examining different store types. In addition, managers may establish a customer portfolio strategy and training based on this research.

• 유통과학연구
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• 제17권2호
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• pp.43-51
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• 2019

Purpose - This study was intended to provide implications for the importance of color to airlines where the image customers feel about the business is paramount. The importance of colors shown by the airline crew, an important human resource for airlines as contact workers, was investigated. We wanted to present suggestions by investigating and comparing the difference in customer attitude regarding the color of uniforms of the airline crew. Research design, data, and methodology - A survey was conducted to examine differences in perception of airline uniform color, with the research that suggests that the customer's attitude to uniform color will vary. The difference in the perception of passengers according to the colors of the airline uniforms was determined by conducting an empirical analysis. Results - Customers have a different attitude about the color of the uniform of airline's flight attendants' uniform. Full service airlines (FSC) generally have a bright, calm, neat, and heavy-handed feeling, while low-cost carriers (LCC) have a distinctive, dynamic, energetic, and cheerful feeling. Conclusions - An empirical analysis of the study found that customers' attitudes vary by uniform color for each airline. It has also been revealed that Airline's uniform color can communicate the company's goals it wants to convey.

• 융합보안논문지
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• 제11권2호
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• pp.55-64
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• 2011

이 연구는 비윤리적 직업의식이 직무태도 및 고객서비스에 미치는 영향에 대한 관계를 구명하기 위하여 2010년 서울소재 민간경비회사에 재직 중인 경비원을 모집단으로 선정한 후 유의표집법(purposive sampling method)을 이용하여 450명의 표본을 추출하였으나, 연구에 사용된 사례 수는 총 412명이다. 이 연구는 SPSSWIN 16.0을 이용하여 요인분석, 신뢰도분석, 상관관계분석, 다중회귀분석, 경로분석을 실시하였다. 결론은 다음과 같다. 첫째, 이 연구는 비윤리적 직업의식이 직무태도 및 고객서비스에 미치는 영향에 대한 관계를 구명하는데 목적이 있다. 첫째, 비윤리적직업의식은 직무태도에 부분적으로 영향을 미친다. 즉, 업무조작행위와 정보유출행위는 직무태도를 감소시킨다. 또한 정보유출은 이직의사를 높인다. 둘째, 비윤리적직업의식은 고객서비스에 영향을 미치지 않는다. 셋째, 직무태도는 고객서비스에 부분적으로 영향을 미친다. 즉, 조직몰입은 질적 서비스를 높이지만 고객중심서비스는 감소시킨다. 넷째, 비윤리적직업의식은 직무태도와 고객서비스에 직간접적인 영향을 미친다.

• The Journal of Asian Finance, Economics and Business
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• 제4권3호
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• pp.75-83
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• 2017

This paper examines key determinants and the effect of country-of-origin on customer's purchase intention of functional food and dietary supplement product in Vietnam. Exploratory study was identified to evaluate personal and social factors on customer's buying behavior. Twenty-eight reflective constructs were adapted from literature and designed by using a seven-point Likert scale to facilitate measurement. By using non-probability convenience sampling, data was collected from a survey of 242 Vietnamese who have experienced in buying functional and supplement food. This paper employed partial least square structural equation modeling (PLS-SEM) as a technique employed to analyze the measurement and structural models. The findings provide evidence that social prestige customer perceives and their positive attitude toward functional food which are main factors influencing on consumers' purchase intention. Customer's perceived prestige plays an important role in decision-making process to purchase. The higher social prestige taken up in consumers' mind, the higher consumers' purchase intention is. Moreover, the more positive attitude customer holds toward functional food, the higher consumers' purchase intention. The research results provide useful information in current understanding of what antecedents determine factors influencing customer's intention to purchase functional food and lead to managerial implications for business strategies.

• 한국의상디자인학회지
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• 제17권4호
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• pp.201-217
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• 2015

Instagram, image based visual SNS platform is regarded as one of the most effective marketing channels and the number of users are getting increased. To enhance of our understanding of general current use and customer attitude through Instagram accounts owned by fashion brands depending on user attributes, the present study investigates factors that current status of use, purpose of use, brand attitude, purchase intension, and recommend intension. A survey method was conducted for empirical test. A convenience sample of 100 participants was used for data analysis. SPSS 18.0 was used for statistical analysis. Findings of this study suggest that first, the very purpose of access is to grasp fashion trend, second, a group of the high interest in fashion accesses to Instagram account of fashion brands more often, uses Instagram for information search more than other group and has a positive influence on recommend intension, third, a group of the high frequent access accesses Instagram for purpose of information search more and has a positive influent on values on customer attitude and the last, partial purposes of utilization and benefits sought of Instagram of fashion brands has a positive influence on customer attitude.

• Asia pacific journal of information systems
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• 제15권2호
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• pp.23-49
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• 2005

Recently, owing to the rapid growth of the Internet and information technology, the growth of the Internet shopping mall has been truly phenomenal. In the Internet shopping mall, as the customers can't touch a product directly, trust is important factor in purchasing intention. Many researchers proposed direct relationship between the customer trust and the purchasing intention. We supposed that there would be some factors that could be the consequences of trust in on-line purchasing decision, and the factors could be also the determinants of purchasing intention and decision for the Internet shopping mall customers. We found out that there were indirect relationship between them through the customer's attitude, involvement, and royalty to the site rather then directly related. Particularly, the correlation between the site attitude and the purchasing intention was high, but the direct effect was not significant. The site attitude was indirectly related to the purchasing intention through the customer involvement and loyalty. This means that the customer relationship involvement and loyalty enhancement strategies are more important for the success of Internet shopping mall.