• 유통과학연구
• /
• 제11권4호
• /
• pp.73-80
• /
• 2013

Purpose - As the smart-phone market adds new technologies and introduces new marketing trends, competition among companies is getting fierce. Now, smart-phone companies need to pay attention not only to attaining new customers but also to retaining customers, which means managing relationships to prevent customer defection. Therefore, how to satisfy customer needs and maintain long-term relations are both important to make consistent progress in the rapidly changing smart-phone market. To illustrate this point, the study focuses on analyzing the effects of consumption value on relational factors and buying intentions among smart-phone users. First, consumption value was divided into functional, economic, and emotional values. After that, the effects of these values on satisfaction and brand trust were confirmed. Additionally, effects of satisfaction and brand trust on repurchase intention were analyzed. Research design, data, and methodology - The data was collected in a self-administered survey among 270 undergraduate students, using smart-phones between June 4th-12th, 2012. A total of 257 questionnaires were collected and used for the data analysis. A path analysis based on Lisrel 8.54 was used for the hypothesis test. Consumption value was divided into functional, economic, and emotional values. Subsequently, the effects of these values on satisfaction and trust in the brand were confirmed. Additionally, the effects of satisfaction and trust in the brand on repurchase intention were analyzed. Results - First, functional value, economic value, and emotional value - especially emotional value - were revealed to have positive effects on satisfaction. Second, emotional value was shown to have positive effects on brand trust, while functional and economic values did not. Third, satisfaction had positive effects on brand trust. In considering the relative influence on brand trust, satisfaction was the most crucial factor. It is clear that in the evaluation of the direct experience, using the product or the service plays an important role in building brand trust. Fourth, satisfaction and brand trust positively influenced repurchase intention. This indicates that both factors must be achieved to induce the repurchase Intention among customers. Conclusions - One can see that the enjoyable emotions consumers feel while using smart-phones is the most important factor in increasing levels of satisfaction. Moreover, this indicates that consumers pursue economic desires along with convenient functions in order to reduce opportunity costs. Additionally, consumers are affected by psychological and emotional messages in building trust, rather than practical and rational ones. Thus, in order to appeal to young clients as an attractive brand in the smart-phone market, approaching customers with an emotional value is recommended. In addition, in order for the brand to gain trust, the overall experience the consumer feels while using smart phones should be maximized. After all, one must fulfill the consumers' desire for a new experience and show a willingness to faithfully accomplish the responsibility of the brand to strengthen relationships with customers in the smart-phone market.

• 전자공학회논문지CI
• /
• 제47권6호
• /
• pp.131-138
• /
• 2010

유비쿼터스 환경이 발전함에 따라 다양한 서비스들이 고객 중심의 서비스로 제공되고 있다. 기존에는 개인 프로파일을 기반으로 한 개인화 서비스의 연구가 진행되어 왔으나 사용자의 선호도를 파악하여 각 사용자에 대한 맞춤형 서비스를 지원하기 위해서는 상당한 데이터와 시간이 필요하다. 이러한 문제점을 해결하기 위하여 본 논문에서는 개인 프로파일을 통한 맞춤형 서비스가 아닌 사용자의 감정을 분석하여 그에 맞는 서비스를 제공하는 시스템을 제안한다. 제안하는 시스템에서는 사용자의 감정을 분석하기 위하여 영상 분석과 음성 분석의 두 가지 방식을 사용한다. 이러한 감정 분석 방법을 이용함으로써 제안된 시스템이 홈 네트워크 환경에서 사용자 맞춤 서비스를 효과적으로 제공할 수 있도록 구현하였다.

• 한국실내디자인학회논문집
• /
• 제25권6호
• /
• pp.116-126
• /
• 2016

In modern society which changes from quantity-seeking society to value-seeking one, people's various lifestyles have great effect on consumption patterns and work as an important factor in choosing hotels. The fact that design hotels, which provide unique experiences with differentiated and sensitive designs by reflecting various lifestyles, recently attract attention can be understood in the same context. As a matter of fact, design hotels recently serve as destinations as they become cultural and artistic icons which reflect customer lifestyles. Especially, the designs of lobby spaces in hotels play deciding role in customers' choices while representing the nature of hotels. In this respect, under the premise that the kinds of accumulated experiences are different depending on lifestyles and preferences for specific interior spaces are influenced by association mechanism formed by experiences, this study analyzed lobby spaces of design hotels which focus on specific lifestyles from the perspective of association mechanism based on experiences. As the method of analysis, this study classified the types of lifestyles and conducted case analysis to investigate what association mechanism works to enhance the preference of design hotels by types. Study classified lifestyles into experiential activity type, social meeting type, fashion-pursuing type and hideout-preferring type and analyzed cases of lobby designs in design hotels. The results of this case analysis are as follows; First, experiential activity type mainly utilized quasi-association and approach association through senses and social meeting type utilized quasi-association and memory association through emotions while fashion-pursuing type utilized quasi-association and presumption association through intuition and hideout-preferring type utilized quasi-association and approach association through thoughts. Second, it was found that most lobby designs are characterized by association mechanism in visual formative nature and that in temporal spatial nature working in complex way, and, through such process of association expansion, space stories are created. Stories of spaces created this way become unique identities of design hotels that provide new experiences for customers.

• 품질경영학회지
• /
• 제47권4호
• /
• pp.795-806
• /
• 2019

Purpose: The purpose of this study was to propose useful suggestions by analyzing the causal relationship between technology-based self-service for smart airport and intention to use. Methods: The data was collected by using the structured questionnaires. The proposed research model is tested using 231 valid questionnaires by R.3.2.1 plspm package. Results: The results of this study are as follows; the effecting factors of technology based self service for introducing smart airport, it was found that the effects of personal innovativeness and enjoyment and responsiveness, social impact were significant for acceptance and personal innovativeness was not significant on perceived usefulness. This study suggests significant factors on the implementation of smart airports and technology-based self-service. It also introduced new technologies in the future by looking at various characteristic factors that affect the intention of using technology-based self-service to promote smart airports. Conclusion: Airports and aviation industries need to have easy access to the airport's technology-based self-services to build a successful smart airport and create an environment that can be used appropriately at the time the customer wants. Also when customers use technology-based self-service devices, they should consider to maximize the positive emotions (emotional values such as pleasure or fun) that customers feel.

• Safety and Health at Work
• /
• 제11권1호
• /
• pp.88-96
• /
• 2020

Background: The current lack of the number of nurses and high nurse turnover rate leads to major problems for the health-care system in terms of cost, patient care ability, and quality of care. Theoretically, burnout may help link emotional labor with turnover intention. The purpose of this study was to investigate the mediating effect of burnout in the association between emotional labor and turnover intention in Korean clinical nurses. Methods: Using data collected from a sample of 606 nurses from six Korean hospitals, we conducted a multiple regression analysis to determine the relationships among clinical nurses' emotional labor, burnout, and turnover intention, looking at burnout as a mediator. Results: The results fully and partially support the mediating role of burnout in the relationship between the subfactors of emotional labor and turnover intention. In particular, burnout partially mediated the relationship between emotional disharmony and hurt, organizational surveillance and monitoring, and lack of a supportive and protective system in the organization. In addition, we found that burnout has a significant full mediation effect on the relationship between overload and conflicts in customer service and turnover intention. Although the mediating effect of burnout was significantly associated with the demands and regulation of emotions, no significant effects on turnover intention were found. Conclusion: To reduce nurses' turnover, we recommend developing strategies that target both burnout and emotional labor, given that burnout fully and partially mediated the effects of emotional labor on turnover intention, and emotional labor was directly associated with turnover intention.

• 한국소음진동공학회:학술대회논문집
• /
• 한국소음진동공학회 2003년도 춘계학술대회논문집
• /
• pp.1122-1127
• /
• 2003

For many years, engineers in the field of acoustics have used the A-weighted sound pressure level (SPL). Since they were interested just in a reduction of noise, the A-weighted SPL was considered good enough to quantify noise problems. This is reasonable because loudness is usually the most important parameter for most noise problems and A-weighted SPL is often reasonably well correlated with loudness. As the overall noise levels drop, however, other parameters become more important and must be considered, Advent of sound quality came from an understanding that A-weighted SPL only reflects the loudness of a sound. It is obviously impossible to characterize a complex sound with a single number. Although product mostly has revealed physical quantities created by the standpoint of engineers, consumers perceive and evaluate products on the non-physical characteristics, such as feelings, emotions, and experiences in different social and cultural situations. Especially, for the household appliances for instance air-conditioner or refrigerator, the sound is heavily related to the satisfaction of a customer who is a real user of the product and is very important factor to decide purchasing as well as visual design. Therefore, in this research, the general tendency of consumer's psychology was investigated for the appliances. And also, in order to obtain clear guidelines fur sound manipulation, the characteristics of the sound of air-conditioning systems and refrigerators were compared with competitors'. since it is important to overcome the discrepancy between engineering and marketing, the relevance of sound manipulation must be documented from the consumer's perspective. That is the reason why we conducted a consumer and marketing oriented study.

• 경영과정보연구
• /
• 제31권4호
• /
• pp.639-661
• /
• 2012

본 연구는 비교광고의 메시지 유형이 광고태도와 메시지 수용의도에 미치는 영향을 분석하고 나아가 소비자 정서와 제품유형의 조절효과를 분석하고자 실시되어졌다. 제품유형을 실용재와 쾌락재로 분류하고, 비교광고 메시지는 일면과 양면 메시지로 분류하여 총 4가지 유형의 광고물을 배포하였다. 소비자 정서를 조작하기 위해 절반의 응답자들에게 실험 전 즐겨 마시는 음료수를 제공하여 자연스러운 상황을 연출하였으며, 나머지 절반의 응답자들에게는 아무것도 제공하지 않고 실험을 진행하였다. 실증분석 결과, 비교광고의 메시지유형은 광고태도와 메시지 수용의도에 유의한 영향을 미치는 것으로 나타났다. 나아가 소비자 정서와 제품유형의 조절효과도 모두 유의한 것으로 조사되었다. 본 연구 결과는 광고메시지의 측면성 효과를 비교광고에 접목시켜 분석했다는 점에서 이론적 시사점을 제공하고 있다. 뿐만 아니라 소비자 정서와 제품유형의 조절효과를 검증함으로써 해당분야의 실무자들에게 시사점을 제공할 수 있을 것으로 생각된다.

• 감성과학
• /
• 제19권2호
• /
• pp.79-88
• /
• 2016

현대사회는 산업혁명 이후 물질적 풍요로움 속에 살고 있다. 한편 제품에 다양화에 따른 소비자들의 욕구도 다양화 되고 있다. 현대 소비자들은 과거와 달리 단순히 목적 지향적인 소비가 아니라 감성과 가치관을 충족시키는 개성적 소비로 트렌드가 바뀌고 있다. 그 대표적인 사례가 스타벅스다. 스타벅스는 매장 장식부터 시작해 전 세계 어느 매장이든 똑같은 자신들만의 매장 음악, 직원들의 서비스, 매력적인 커피 향 등으로 구성된 스타벅스만의 분위기를 파는 감성마케팅으로 오늘날 세계적인 커피 프랜차이즈로 성장했다. 이런 방법은 인간의 감성을 자극 하는 마케팅이기 때문에 눈에 보이지 않는 것을 인간의 감각이나 감성에 대입하여 호소하는 방식이다. 즉, 소비자들의 감성을 끌어 내어 제품에 대한 긍정적인 반응을 이끌어 내어 소비까지 이루어지게 하는 것이 감성마케팅의 매력이다. 제품이나 서비스에서 감성의 활용은 브랜드 이미지를 차별화하고 브랜드 로열티를 강화할 수 있는 핵심적인 방법이 되고 있다. 특히 소비자의 감동을 강하게 이끌어 내기 위해 고객서비스가 더욱 중요시 되고 있다. 무형의 서비스는 고객의 감동을 이끌어내는 최고의 수단이 되고 있다.

• 한국프랜차이즈경영연구
• /
• 제12권1호
• /
• pp.45-55
• /
• 2021

Purpose: How to build the positive emotion of customer is very important, because it affects the positive attitude. Brand evidence has a significant impact on consumer behavior in terms of reinforcing consumers' perception of food service companies and differentiating them from competing brands. Thus, this study examines the effect of brand evidence on emotion (positive emotion and negative emotion), and attitude in restaurant industry. Research design, data, and methodology: This study examines the structural relationship among brand evidence, emotion, and attitude. Brand evidence divide into three sub-dimensions such as physical evidence, core service, and employee service. In order to test the purposes of this study, research model and hypotheses were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All constructs were measured by multiple items tested and developed in the previous research. The data were collected from 439 restaurant users from Seoul area were analyzed using SPSS 22.0 and SmartPLS 3.0 program. A total of 460 questionnaires were distributed and a survey was conducted for 4 weeks, and a total of 439 were used for analysis, excluding non-response data and 21 unusable response data among the collected questionnaires. Frequency analysis was conducted to identify the general characteristics of the survey subjects. To measure the reliability and validity of the measurement tools, confirmatory factor analysis was conducted. Structural model analysis was conducted to verify the research model. Result: The findings demonstrate that physical evidence, core service, employee service had positive effects on positive emotion. And core service and employee service had negative effects on negative emotion while physical evidence did not have. Also, positive emotion had positive effect on attitude and negative emotion had negative effect on attitude. Conclusions: The findings of this study provide guidelines on how to enhance competitiveness in restaurant industry through understanding brand evidence's effects on raising perceived consumer's emotion and attitude. Therefore, food service companies should establish a marketing strategy that can stimulate positive emotions through brand evidence, which is all factors related to service brands that influence consumers' evaluation of service products and purchase decision-making process.

• 현장농수산연구지
• /
• 제17권1호
• /
• pp.21-43
• /
• 2015

Korean floricultural industry has grown under the full backing of government, as it placed itself as the main export item since 2000s. Despite its high-speed growth after the domestic production scale of trillion won, the floricultural industry lost its pace after 2005, due to the market-opening of agricultural product and global economic depression. Although the national income is growing and the level of civilized living is following, spending on flowers is faltering. As of such circumstances, necessity for analyzing flower consumption trend and behavior has came out, along with the calls for expansion plan of flower consumption, under the basis of result analysis on consumer reports. The result of the research contains the trend/consumption behavior analysis on domestic and foreign flower industry to boost floricultural industry, along with reviews on various studies of the developmental process of domestic and foreign cut-flowers/pot-plants consumption trend. Also this study has reached to the various recognition of people toward flower, through a public survey. Through such results, this study would like to propose the measures for diffusion of flower-consumption culture, achieving the improvement of life-quality of public along. First, efforts on reviewing the customer accessibility is essential to create flower- culture and the consumption. Second, to eliminate the obstacles that prevents flowers from public's daily life is essential. Third is the effective public-relations on flowers. To create consuming culture and to adhere the positive images, it is essential to research and systematically organize categories of color, scent, and elements of flower and utilize them. Last proposal is the organization of flower-concerned personnels and the leading groups. The change is affected by the economical, social environment, along with the emotions of consumers. Therefore the necessity for the leading group to be the control-tower of such changes are very clear.