• 한국산학기술학회논문지
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• 제21권3호
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• pp.342-352
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• 2020

본 연구는 외식 고객의 고객시민행동과 고객불량행동이 서비스 종업원의 감정부조화와 직무소진에 미치는 영향력을 밝히는데 목적을 갖는다. 이를 위해 서울지역 외식종업원 338명을 대상으로 실증조사 후 통계분석 프로그램을 통해 가설을 검정하였다. 전체적인 연구 결과 첫째, 고객시민행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 둘째, 고객시민행동이 직무소진에 미치는 영향은 유의하지 않은 것으로 나타났다. 셋째, 고객불량행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 넷째, 고객불량행동이 종업원의 직무소진에 유의한 영향을 미치는 것으로 나타났다. 다섯째, 종업원의 감정부조화가 직무소진에 유의한 영향을 미치는 것으로 나타났다. 이상의 결과를 종합해보면 외식고객의 고객시민행동이 서비스 접점에서 종업원의 감정부조화와 밀접한 영향을 미치는 요인으로 외식업에서의 고객시민행동과 고객불량행동의 중요성을 확인시켜 준 것으로 평가할 수 있다. 이는 고객의 불량행동이 종업원의 감정부조화와 직무소진에 유의한 영향을 나타내므로 서비스 담당 종업원의 무조건적인 감정 억제나 고객 우선 중심의 영업 전략을 추구할 시 서비스 품질 저하로 이어질 수 있음을 시사한다. 따라서 종업원과 고객의 우호적인 접점에서 긍정적인 상호작용을 통해 고객시민행동을 촉진시켜 충성스러운 서비스를 통해 공헌 행동을 유발할 수 있는 마케팅 측면에서의 전략적 시스템화가 요구된다.

• 유통과학연구
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• 제11권12호
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• 한국조리학회지
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• 제22권6호
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.573-575
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• 2004

This study presents a new customer segmentation method based on features that can predict the customer's buying behavior. In this method, we consider all variables that can affect the customer's buying behavior including demographics, psychographics, technographics, transaction pattern-related variables, etc. We define several features which are the combination of variables with the interaction effect by using C5.0, use SOM (Self-Organizing Map) neural networks in odor to extract the feature's patterns and classify, and then make features' rules using C5.0 far the prediction of customer buying behavior

• 산경연구논집
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• 제10권2호
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• pp.39-49
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• 2019

Purpose - Customer loyalty and citizenship behavior are key success factors of franchise system. They make the management of franchisee more effective and efficient. Prior studies, however, mainly dealt with only acquisition utility of customer, such as perceived product/service quality and brand reputation to explain customer loyalty and citizenship behavior, which explains only on one side. We tried to investigate the effect of exchange utility of customer, such as relationship strength and psychological obligation together with the acquisition utility. In addition, we tried to investigate the relationship between customer loyalty and citizenship behavior in franchise context. Research design, data, and methodology - This study used data collected from the dining franchisee managers of 342 franchisors in South Korea. The franchisors consist of more than ten franchisees, the majority of which participated directly in the transaction with franchisor and have worked for more than six months. To test the hypotheses, the study used structural equation model analysis. Results - H1-1, 1-2, 1-3 predicted that acquisition utility would increase customer loyalty to franchisee. In support of H1-1, 1-2, 1-3, the results indicated that acquisition utilities such as perceived product value, perceived service value, and franchise brand reputation had positive effects on customer loyalty. H2-1, 2-2 predicted that exchange utility would increase customer loyalty to franchisee. In support of H2-2, the result indicated that psychological obligation had positive effects on customer loyalty like other acquisition utilities. However, H2-1 was not supported. Relationship strength had no significant effect on customer loyalty. H3 predicted that customer loyalty would increase customer citizenship behavior. In support of H3, the results indicated that customer loyalty had positive effect on customer citizenship behavior. Overall, the evidences generally supported the hypotheses. Conclusion - The results of the study show that not only acquisition utility but also exchange utility increases customer loyalty to franchisee and also show that customer loyalty increases customer citizenship behavior. Interestingly, however, relationship strength has no significant effect on customer loyalty. These results have two implications. The one is that increasing exchange utility can improve customer loyalty as acquisition utility can. The other one is that both of customer utilities can improve customer citizenship via customer loyalty.

• 한국조리학회지
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• 제13권4호
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• pp.199-210
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• 2007

The purpose of this study is to analyze the survey on the effects of food hygiene and customer voluntary behavior on product development. For this, we examined the demographic variables, relationship and distinctive influence. The study targeted 220 persons and employee who live in Seoul. The findings of this study are as follows. Firstly, we find that, as for food hygiene factors, there are significant relationships among customer satisfaction, cost reduction, customers' prior occupations, food hygiene safety. Secondly, we also find that there is a significant relationship between customer voluntary behavior and the survey. Thirdly, we find that, as for hygiene factors, there is a correlational significant relationship with customer voluntary behavior. Finally, the analysis shows that there is distinctive influence between the food hygiene and customer voluntary behavior. This study has academic significance in that it attempts to investigate the relationship between the factors influencing the development of new merchandise of the food industry.

• 벤처창업연구
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• 제10권6호
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• pp.37-46
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• 2015

본 연구는 환경적 관점에서 제품 품질, 소비 행위, 고객만족, 그리고 고객충성도 간의 관련성과 영향을 탐색하였다. 실증분석을 위하여 18개 문항으로 구성된 설문지를 이용하여 자료를 수집하였다. 210명의 응답자 중에서 친환경제품을 이용해본 경험이 있는 167개의 자료를 회귀분석과 위계적 회귀분석을 이용하여 SPSS로 자료분석을 실시하였다. 분석결과는 그린제품 품질은 고객만족과 고객충성도에 유의적인 영향을 미치며, 그린소비 행위의 가격요인은 고객만족과 고객충성도 간의 영향을 조절시키는 것으로 나타났다. 실증분석의 결과는 그린제품 품질은 고객만족과 고객충성도에 기여함을 의미한다. 또한 그린소비 행위의 가격요인은 고객만족과 고객충성도 간의 영향을 증가시키는 것으로 나타났다.

• 경영과학
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• 제23권3호
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• pp.183-194
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• 2006

In this paper, we propose a customer profiling technique based on customer behavior for personalized products recommendation in Internet shopping mall. The proposed technique defines customer profile model based on customer behavior Information such as click data, buying data, market basket data, and interest categories. We also implement CBCPT(customer behavior based customer profiling technique) and perform extensive experiments. The experimental results show that CBCPT has higher MAE, precision, recall, and F1 than the existing other customer profiling technique.

• 한국전자거래학회지
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• 제4권1호
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• pp.21-36
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• 1999

Using user monitoring techniques on web, marketing decision makers in cyber shopping malls can gather customer behavior data as well as sales transaction data and customer profiles. In this paper, we present a marketing rule extraction technique for customer behavior analysis in cyber shopping malls, The technique is an application of market basket analysis which is a representative data mining technique for extracting association rules. The market basket analysis technique is applied on a customer behavior log table, which provide association rules about web pages in a cyber shopping mall. The extracted association rules can be used for mall layout design, product packaging, web page link design, and product recommendation. A prototype cyber shopping mall with customer monitoring features and a customer behavior analysis algorithm is implemented using Java Web Server, Servlet, JDBC(Java Database Connectivity), and relational database on windows NT.

• 벤처혁신연구
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• 제6권2호
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• pp.67-82
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• 2023

본 연구는 서울 및 수도권에 거주하는 은행 주거래 고객을 대상으로 하여 은행 서비스 환경에서 라포형성행동이 고객태도를 매개로 고객충성도에 미치는 영향을 규명하는데 목적이 있다. 본 연구는 유의 표집법을 적용하였으며 최종분석에 사용된 표본수는 201명이며 입력된 자료는 SPSS 20.0 프로그램을 활용하여 통계분석을 실시하였다. 분석결과, 첫째, 은행서비스 환경에서 라포형성행동의 하위요인인 세심한 배려, 예의바름과 정보공유는 고객충성도에 유의한 정(+)의 영향을 미치는 것으로 나타났고, 유대형성은 고객충성도에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 둘째, 라포형성행동의 하위요인인 세심한 배려, 예의바름과 정보공유는 고객태도에 유의한 정(+)의 영향을 미치는 것으로 나타났고, 유대형성은 고객태도에 유의한 정(+)의 영향을 미치지 않는 것으로 나타났다. 셋째, 고객태도는 고객충성도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 고객태도는 라포형성행동과 고객충성도 간의 관계를 매개하는 것으로 나타났다. 따라서 은행서비스 환경에서는 라포형성행동이 고객태도와 고객충성도에 영향을 미치는 요인임을 알 수 있었다. 이는 고객과 은행간의 라포형성행동이 고객태도를 변화시키고, 고객충성도에 긍정적인 영향을 미칠 수 있음을 의미한다. 변화하는 은행서비스 환경에서도 고객과 은행간에 라포형성을 통해 고객충성도를 높이는 고객관리가 필요하다는 것을 시사한다고 볼 수 있다.