• 한국컴퓨터정보학회논문지
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• 제25권10호
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• pp.241-248
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• 2020

본 연구에서는 새벽배송의 물류서비스품질(주문품질, 배송품질, 사후서비스품질)과 고객만족 간의 영향 및 친환경 태도의 조절효과를 살펴보기 위하여 선행연구를 바탕으로 변수를 구성하였다. 새벽배송 이용자를 대상으로 설문조사가 이루어졌으며 210개의 설문지를 실증분석에 사용하였다. 수집된 데이터는 SPSS 25.0과 AMOS 21.0에 의해 분석되었다. 그 결과는 다음과 같다: 첫째, 새벽배송의 물류서비스품질은 고객만족에 모두 긍정적인 영향을 미치는 것으로 나타났다. 둘째로, 새벽배송의 배송품질이 고객만족에 가장 큰 영향을 미치는 것으로 나타났다. 셋째, 새벽배송 물류서비스품질과 고객만족과의 관계에서 친환경 태도의 조절효과를 검정한 결과, 물류서비스품질 중 주문품질의 경우 친환경 태도에 따른 그룹 간의 차이를 확인할 수 있었다. 분석결과를 바탕으로 본 연구의 시사점과 한계점을 제시하였다.

• 한국콘텐츠학회논문지
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• 제10권5호
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• pp.398-406
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• 2010

여행업은 인적자원에 대한 의존도가 매우 높은 산업으로 조직구성원들의 자발적이고 긍정적인 태도와 행동은 고객지향성과 같은 성과에 중요한 요인이다. 특히 여행업이 위기인 현 상황에서 조직은 구성원들에게 과거와는 다른 많은 과업과 직무행동에 또 다른 역할까지 요구하고 있다. 따라서 이러한 시점에 적합한 리더십은 자신이 스스로 목표를 설정하고 리더의 통제를 받지 않아도 자기 스스로 자신의 태도와 행동을 바람직한 방향으로 이끌어가는 리더십, 바로 셀프리더십이다. 본 연구는 셀프리더십이 조직구성원의 태도와 고객지향성에 미치는 영향관계를 실증적으로 규명하고자 하였다. 이러한 연구목적을 달성하기 위하여 해외송출실적 상위 10개의 여행사에 종사하는 구성원들을 대상으로 하여 206부의 설문지를 최종분석에 사용하였다. 연구결과, 첫째, 셀프리더십은 직무만족, 조직몰입 및 고객지향성에 유의한 영향을 미치는 것으로 나타났다. 또한 직무만족과 조직몰입, 직무만족과 고객지향성, 조직몰입과 고객지향성의 관계에서 모두유의성이 검증되었다. 이러한 연구결과를 바탕으로 이론 및 인적자원관리 측면에서의 시사점들이 논의되었고 연구의 한계점과 향후 연구방향을 제시하였다.

• 유통과학연구
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• 제15권1호
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• 유통과학연구
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• 제14권3호
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• pp.45-54
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• 2016

Purpose - There have been numerous studies investigating the effects of corporate social responsibility initiatives on corporate associations or corporate images. In line of this research stream, current research examined the potential impact of customer participation in the process of corporate social responsibility initiatives on attitude toward the company. This research differentiates from previous studies that it is the first to connect corporate social responsibility and customer participation. Specifically, we suggest a structural model on corporate associations which was classified into corporate ability associations and corporate social responsibility associations that the more the customers participate in initiating corporate social responsibility, corporate associations were formed more positively. And this leads to the increase of revisit intentions through customer satisfaction. Research design, data, and methodology - To test our research model, we collected data of real consumers of a large discount store in Korea. At the large discount store, customers were given an opportunity to participate the discount store's CSR activity program. We performed field survey and collected data of 146 respondents. We analyzed the data using PASW statistics 21.0 and AMOS 16.0 in order to test our structural model. Results - The results showed that consumers who participated more in initiating corporate social responsibility revealed higher score for corporate ability associations and corporate social responsibility associations. These corporate associations had a positive effect on customer satisfaction, which leads to higher attitude toward revisit intentions. Specifically, hypothesis 1.1 "As Customer participation in CSR process increases, the evaluation of CA associations will be positive,"was supported. Hypothesis 1.2 "As Customer participation in CSR process increases, the evaluation of CSR associations will be positive," was supported. Hypothesis 2.1 "As the evaluation of CA associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 2.1 "As the evaluation of CSR associations is positive, satisfaction with the firm will increase," was supported. Hypothesis 3 "As satisfaction with the firm increases, revisit intentions with the firm will increase," was supported. Conclusions - This research is the first to study the relationship between customer participation in CSR process, CSR, and consumer reactions. This research also contributes to customer participation and corporate social responsibility literature by suggesting customer participation as an antecedent and empirically demonstrating the positive relationships between the constructs. The findings of this research may offer managerial implications for marketing practitioners. When performing corporate social initiatives, it is better to let the customer participate in the process which leads to higher corporate ability associations and corporate social responsibility associations, also higher satisfaction and revisit intentions. Our results provide useful information to practioners that spontaneous participation of consumers makes CSR initiatives effective and successful. Limitations and ideas for further research remain in this research. For example, our focus on the logic was cognitive evaluations(e.g. corporate associations) but affective dimensions might be considered since recent researches are investigating the relationship between customer participation and affective reaction as a response. Despite the limitations, this research have unique and applicable implications for academics and practitioners.

• 한국의류학회지
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• 제30권8호
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• pp.1210-1221
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• 2006

The strength of the PB(Private Brand) is that it can eliminate intermediary in the distribution channel and thoroughly control the quality under its own name. This study has developed traditional studies on private brand proneness in approaching data processing and empirical point of view of a consumer's attitude buildup process on PB through 'recognition-attitude-action(behavioral attitude)'. The subjects of this study are consumers in their $20s{\sim}40s$ who are main customer groups of PBs. A screening process has taken place to select consumers with purchasing experiences of retailor PBs. The data is analyzed by 'Structural Equation Modeling' of Amos 5.0 to verify consumer attitude formation model on private apparel brand. The results generated from this study are as follows: First, the proposed consumer attitude model on private apparel brand consists of store evaluation, experiential product evaluation, cognitive product evaluation, hedonic attitude, utilitarian attitude and purchase intention. Second, not only positively influence on utilitarian attitude but hedonic attitude can arouse positive emotional reaction of a consumer. Third, the store evaluation is ahead of the product evaluation because PB is more related to the image of a store. The influence of the store on PB is relatively stronger when compared with NB.

• 유통과학연구
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• 제12권8호
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• pp.17-29
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• 2014

Purpose - The use of corporate social activities to implement the concept of corporate social responsibility enhances brand equity and attitude, and strengthens economic competitiveness. In areas such as mobile communications, companies take the responsibility of protecting customers and enhance the quality of the mobile communication service, helping to make an effort to obey the regulations of the public trade order and fair trade agreement, enabling a healthy society through communication with elderly living alone or youths without parents, and enhancing marketing strategies. Research design, data, and methodology - To test the hypothesis, a survey was conducted. The surveyed population includes people who use the big three mobile communication services. The survey was conducted from October 4th to October 14th, 2013. A total of 500 survey questionnaires were circulated and 483 were collected; out of these, 32 were excluded due to missing or incomprehensible information. The data was analyzed with SPSS 18.0 via frequency analysis, trust analysis, search factor analysis, relationship analysis, confirmation factor analysis using AMOS 18.0, and structural equation model analysis. Results - Research on corporate social responsibility has been frequently conducted recently. Companies are perceived as social constituents satisfying the social desires of people in addition to customer needs. Further, companies are returning profits to society to satisfy community needs, because there is greater emphasis on the social responsibilities of companies. Companies' social responsibilities should include marketing strategies and the identification of customer needs. This study shows that social service activities influence brand value, which influences customer attitudes; therefore, social service activities indirectly influence customer attitudes. In order to increase customers' purchasing intention, it is essential to improve brand image via social services and provide a distinctive quality of service. Conclusions - This research has used the purposive selection method in the empirical analysis to identify the effect of social services on brand value and customer attitude. Therefore, this study revealed that businesses, whose ultimate objective is to improve customers' purchasing intention, should promote their brand equity through corporate social responsibility activities and offer a distinct service quality. Limitations in the progress of research were found and future indications to overcome these limitations are suggested as follows. First, survey responders had a limited understanding of social responsibilities; therefore, this concept needs to be explained to people first. Second, the research was done on people who live in Daejeon; thus, it is not representative of the entire country. The research has to be repeated with people in other cities. Third, there is a limitation in the study because the purposive selection method was used on Daejeon customers. In the future, a more precise selection of the population is needed. Fourth, Daejeon has unique geographical and size characteristics. Thus, customers in Seoul and other areas may display different characteristics and research on them may reveal different findings. Therefore, again, this study has to be repeated in other areas.

• 무역학회지
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• 제43권3호
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• pp.27-46
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• 2018

본 연구의 목적은 글로벌 프랜차이즈 커피전문점을 이용하는 베트남 소비자들을 대상으로 베트남에 있는 국내·외 프랜차이즈 커피전문점 이용현황을 규명하고, 프랜차이즈 커피전문점의 서비스품질과 고객자산이 고객만족, 고객신뢰, 고객 충성도에 어떠한 영향을 미치는지 살펴보고자 하였다. 구체적인 연구결과는 다음과 같다. 첫째, 서비스 품질이 고객만족 및 고객신뢰에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 관계자산은 고객만족과 고객신뢰에 긍정적 영향을 미치는 것으로 나타났으며, 브랜드자산은 고객만족에 긍정적 영향을 미치지만 고객신뢰에 영향을 미치지 않는 것으로 나타났다. 셋째, 고객신뢰는 고객만족과 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객충성도에 긍정적 영향을 미친다고 나타났다. 본 연구는 이러한 실증분석결과를 바탕으로 하여 연구의 시사점 및 한계점을 제시하였다.

• 유통과학연구
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• 제17권5호
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• pp.73-83
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• 2019

Purpose - The purpose of this research is twofold; first, it attempts to categories customer demands into challenging and hindrance stressors, second, it investigates the effect of customer challenging stressors, hindrance stressors and customer resources on job satisfaction, emotional exhaustion and turnover intention of frontline employees. Research design, data, and methodology - A quantitative research method with an online survey was adopted to test the proposed hypotheses. Sample was collected from 186 frontline employees. And, structural equation model was conducted through AMOS 20.0 to verify the proposed hypotheses. Results - First, customer challenging stressors and customer resources positively affect job satisfaction. Second, customer hindrance stressors negatively affect job satisfaction and positively affect emotional exhaustion. Finally, job satisfaction negatively affects turnover intention whereas emotional exhaustion positively affects turnover intention of frontline employees. Contributions - In term of theoretical contributions, the current study categorized the customer demands into challenging and hindrance stressors and empirically tested the effect of challenging and hindrance stressors on emotional exhaustion, job satisfaction and turnover intention of frontline employees. Managerially, this study provides insights to the firm by highlighting the presence of challenging stressors and customer resources which have positive effect on the attitudes and behaviors of the frontline employees.

• 대한지역사회영양학회지
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• 제11권3호
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• pp.383-391
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• 2006

The purposes of this study were to examine the impacts of characteristics of bakery cafe customers and service quality on customer perceived value, customer satisfaction, intention to revisit, and intention to recommend, and to provide comprehensive understanding on attitudes and behaviors of bakery cafe customers. The questionnaire was developed through literature review and focus group interviews and was modified after pilot test. The questionnaires for the main survey were distributed to 320 males and females aged 20 and over in Seoul. A total of 275 questionnaires were used for analyses (85.9%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analyses, regression analyses, and correlation analysis. The main results were as follows. There were significant differences of intention to revisit between groups of different gender, age, and personal expenses. The service quality of product dimension affected all tested variables, and the service quality of services and price dimension had effects on customer perceived value and intention to recommend. Customer satisfaction was a unique variable that is affected by service quality of the interior environments dimension. Overall, researchers and managers of bakery cafes should understand customer attitudes and behaviors, and the results of this study would help to establish marketing strategies that meet target customers' needs.

• 한국경영과학회지
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• 제27권4호
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• pp.149-165
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• 2002

This study establishes key factors on ISM (Internet Shopping Mall) performance in Korea. The four factors are derived from the relevant literature and clarified the concept of ISM characteristics, customer characteristics, ISM evaluation level. and perceived risks by distinguishing between its components and determinants. ISM performance indicators were derived from the previous studios classifying by ISM attitude and ISM usage. We examine on the impact of ISM characteristics and customer characteristics on the ISM evaluation level, then its level and perceived risks on the ISM performance. Hypotheses on four factors of ISM performance were tested for 172 respondents. Results indicate that four factors may partially serve as key predictors on ISM performance. ISM characteristics and customer characteristics was found to be positively influenced on ISM evaluation level, and its level also positively affected on ISM performance while perceived risks negatively affected on ISM performance.