• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.727-745
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• 2011

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

• 산업공학
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• 제16권spc호
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• pp.116-122
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• 2003

We analyze how much employees' work abilities and overall satisfaction on the job or corporate influence on the productivity and customer satisfaction in the service industry, which is characterized by simultaneity, heterogeneity, intangibility and etc. Employees always encounter customers in process of the service. So, the employees' attitudes and behaviors have direct influences on the service quality or satisfaction which customers perceive. Also, employees' satisfaction or work abilities can lead to increase or decrease the productivity. To grasp and demonstrate the cause and effect relationship, we firstly measure the degrees of employee satisfaction organized by 11 factors through survey, and also measure employees' overall satisfaction, organizational commitment and productivity. Secondly, we define service value as the employee's objective measure index and collect it with the data related to customer satisfaction. Based on the collected data, thirdly we define how the relationship among the employee satisfaction, the productivity, the service value and the customer satisfaction are affected by the employees' work abilities and overall satisfaction with SEM(Structural Equation Model). And finally, we classify employees according to their abilities and the degrees of satisfaction respectively and suggest important strategies to manage them effectively.

• 한국IT서비스학회지
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• 제12권4호
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• pp.235-253
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• 2013

This research investigates the interaction effects of factors, namely, advertiser awareness, advertisement appeal, and customer involvement and need for cognition, selected from the parties involved in public service advertisement. Manipulating the participant's involvement, attitude toward the advertisement and the advertiser and intention to donate according to 2 (awareness) X 2 (cognitive/affective appeal) factors were surveyed. In result, participants with high involvement were relatively less affected by advertiser awareness. Also, high need for cognition indicated less effect of advertiser awareness on intention to donate. Moreover, when cognitive appeal is used, advertiser awareness affected less on consumers' attitude toward the advertisement and the advertiser and intention to donate. Further issues on changing customers' attitudes and behaviors are discussed.

• 유통과학연구
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• 제17권10호
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• pp.5-15
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• 2019

Purpose - Compared with the past when customers regarded a price factor as one of the most important criteria when choosing a retailer as a shopping destination, they seem to show different attitudes toward retailers in recent. This research, therefore, aims to explore how Korean customers respond to the CSR business activities provided by retailers. Research design, data, and methodology - The authors have developed the 6 hypotheses based on the literature review and adopted the 4 hypotheses after removing the 2 hypotheses through discriminant validity analysis. Results - Amongst the 4 hypotheses selected, H1 (community support), H3 (environment protection) and H6 (trading with unethical suppliers) related to a retailer's CSR business practices are accepted, whilst H4 (product issues) is rejected. Surprisingly, Korean customers are not interested in a product safety issue, when deciding a shopping store. Conclusions - Rather than emphasizing cheaper prices to attract new customers or maintain existing ones, it is demonstrated through the research that retailers have to pay their attention to their CSR activities. For a retailer's CSR practices, the retailer's social role has become more important than ever before, from a customer's point of view.

• 한국항공운항학회지
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• 제19권1호
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• pp.38-48
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• 2011

This paper tried to research a field employee's character, its correlation to service attitude and its impact on service using MBTI characteristics functional indicators, working at airline customer service center. It is proved employees with Sensing Feeing(SF), Intuition Feeling(NF) and Intuition Thinking(NT) have showed lower satisfaction on their duty than employees with Sensing Thinking(ST) have. In analysis of MBTI characteristics' impact on organization-related characteristics, it is also found out employees with Sensing Feeing(SF) and Intuition Feeling(NF) have showed lower trust than employees with Sensing Thinking(ST) have. Considering other controled factors, this paper found that the more job satisfaction employees have, employees with 1 to 5 years of experience on their duty showed more significant service-focused attitude. Moreover, deputy directors or high-ranked people with the higher job satisfaction were seemed to be more service-oriented.

• 유통과학연구
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• 제15권9호
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• pp.63-74
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• 2017

Purpose - The purpose of this study is to contribute to the literature on casino services by investigating critical service failures using the critical incident technique (CIT) and provide effective recovery strategies that can be adopted in practice. Research design, data, and methodology - The data were collected from Asian casinos' HNI customers in China, Japan, and the Republic of Korea. This is the first study that has investigated VIP casino customers in leading Asian countries. The research used the critical incident technique (CIT) collect and a total of 227 incidents were analyzed. Results - The results show that three main categories and eleven subcategories are deduced. The first group concerns casino service system failures. The second group relates to service providers' responses to VIP customer complaints. The last group covers employees' attitudes and behavior toward customers. Conclusions - First, the most serious service problem in casinos was the service providers' attitudes rather than the service system failures. Second, Tangible recovery strategies such as "all pay" and "additional comps" were proven to enhance a casino's image and lower customers' intentions to switch. Customers, however, preferred intangible recovery strategies such as considerate responses, reliable problem management, sincere apologies, and accurate explanations.

• The Journal of Asian Finance, Economics and Business
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• 제8권7호
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• pp.545-556
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• 2021

The financial technology sector is now growing rapidly all over the world, and it has improved the banking system efficiency and customer experience. This research study attempts explicitly to explore the consumer acceptance attitude of FinTech and its products in Pakistan. Technology Acceptance Model was used to assess the entire variable associated with the consumer attitude to adopt new technology. Based on a survey conducted from Pakistan data and by employing the multiple regression analysis, this study proves that the risk involved in FinTech products and services results in less usage of financial technology. The findings of the study also show that the risk should be reduced if banks and other institutes that are involved in financial transactions online must provide security. Moreover, customers are not willing to pay an extra amount for using financial technology. It argues that usefulness helps to change the attitude of banking customers to use financial technology. The attitudes of the customers have a positive relationship with the adoption of financial technology. These results also help guide financial institutions to enhance the adoption of FinTech products. User attitudes must be changed by providing users with more security, less risky applications, and cost-effective products.

• The Journal of Asian Finance, Economics and Business
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• 제8권2호
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• pp.419-426
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• 2021

Mobile banking brings about a progressive change in the field of banking sectors in Bangladesh. To create a sustainable banking environment, technological implementation is important. As a part of this, many organizations as well as modern banks propelled mobile banking systems in Bangladesh. The customers' attitudes towards mobile banking are fascinating in Bangladesh. So, it is important for mobile banking authority to know what factors influence customers' positive attitude towards mobile banking usage and whether they are facing problems in using mobile banking. To evaluate the customers' attitude toward mobile banking usage in Bangladesh is the main objective of this study. People who use mobile banking have been considered for the study. Respondents were reached out based on their online activities. Around 400 questionnaires have been sent to respondents, but only 200 were returned with responses. A quantitative research design was used for this study. As regards statistical analysis tools, descriptive statistics, factor analysis, and regression analysis have been adopted for analyzing the research study. The results revealed that usage benefits, shopping benefits, and psychological factors influence customers' positive attitude toward mobile banking usage in Bangladesh. Besides, some problems with mobile banking usage are identified by the respondents.

• 아태비즈니스연구
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• 제13권3호
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• pp.375-387
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• 2022

Purpose - The food delivery mobile application market is growing rapidly in the catering service industry. The purpose of this study was to investigate the effects of E-service quality on consumer attitudes and satisfaction in the food delivery service field in China. Design/methodology/approach - A total of 390 copies of this questionnaire were distributed between February 17 and March 25, 2021 on the Chinese survey site (https://www.wjx.cn). Three hundred forty-nine parts were used for the final analysis. Validity and reliability were analyzed using SPSS 25.0 statistical program, and correlation and regression analysis were performed. Findings - The study results showed among the e-service quality components of food delivery application software, trust, convenience, proximity and reactivity have an impact on consumer attitudes. Research implications or Originality - The service quality of food application software is an important factor determining consumer attitude. The limitations of this study and suggestions for future research were discussed.

• 한국조리학회지
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• 제15권3호
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• pp.197-212
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• 2009

본 연구는 레스토랑의 물리적 환경 중에서 테이블탑의 환경지각과 심리적 반응, 즉 인지적 반응과 감정적 반응 그리고 소비자 태도의 관계를 파악하여 테이블세팅에 있어서 새로운 가이드라인을 제시하고자 하는데 목적이 있다. 실증분석은 SPSS WIN 14.0 통계 프로그램을 인구통계학적 특성을 살펴보기 위해 빈도분석을 실시하였고, 변수들의 신뢰성과 타당성을 분석하기 위해 신뢰도 분석, 요인 분석을 실시하였으며, 가설을 검증하기 위해 회귀 분석을 실시하였다. 가설 검증 결과, 첫째, 테이블탑 요소 중 '상징성'에 대한 지각이 높아질수록 레스토랑의 독특성이 높아지며, 테이블탑의 심미성은 고급성에 가장 많은 영향을 미치고 있었다. 둘째, 인지 반응의 2개 요인(독특성, 고급성) 모두는 소비자의 행동 의도에 영향을 주는 것으로 나타났으며, 고객의 감정적 반응 중 '긍정적 반응'은 고객 만족에 유의적인 정(+)의 영향을 미치고, '부정적 반응'은 유의적인 부(-)의 영향을 미치는 것으로 나타났다. 셋째, 레스토랑에 대한 고객의 태도 형성에 가장 많은 영향을 주는 테이블탑 요인은 심미적 요소와 기능적 요소인 것으로 나타났다. 레스토랑의 테이블탑 환경 요인 가운데 심미성과 상징성, 그리고 조화성 요인의 관리가 레스토랑 고객의 감정 반응과 인지 반응 생산에 중요한 기능을 담당함을 알 수 있다. 이러한 결과는 테이블탑이 변화되어져 가고 있는 고객의 욕구에 발맞춰 식공간에서 중요한 핵심이 될 수 있음을 보여 주는 것으로, 테이블탑의 세팅을 레스토랑의 매력과 개성을 나타낼 수 있게 표현함으로서 고객의 심리적 반응을 자극하여 호의적인 고객 태도를 생산할 수 있을 것으로 기대된다.