• Korea Journal of Hospital Management
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• v.23 no.4
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• pp.65-80
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• 2018

Purposes: The purpose of this study was to analyze the relationship between empowerment, job satisfaction and organizational commitment of the general hospital administrative staff working for customer interaction department. Methodology: For this purpose, this study sampled 260 administrative staff working for the general hospitals in Seoul and Gyeonggi-do. A total of 260 questionnaires were distributed to them, and 229 ones responded to the survey, which had been conducted from Mar. 9, through Mar. 30, 2018. 211 responses were used for the final analysis. The data collected were processed using the SPSS 18.0K for descriptive statistics, T-test, ANOVA and regression analysis. Findings: The results of this study can be summed up as follows. The empowerment of the subjects scored 3.73 on average on the 5-point scale. To be specific, the sub-factor 'meaning' scored the highest or 4.01, while the sub-factor 'impact' was lowest. Subjects' job satisfaction scored 3.37 and their organizational commitment scored 3.54 both on the 5-point scales. Practical Implications: Meaning and self determination of empowerment positively related to subjects' job satisfaction and organizational commitment, and particularly, meaning of empowerment was more strongly related. Hence, it is required of the general hospitals to operate a customized competence build-up program and educational courses on a continual basis. Besides, it would also be important to create a working environment wherein the administrative staff can demonstrate their deliberation, autonomy and independent services.

• Journal of the Korea Society of Computer and Information
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• v.29 no.6
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• pp.223-233
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• 2024

This study investigates the impact of personalization recommendation systems on customer loyalty in e-commerce, focusing on the role of information presentation, system interaction, and social community functions. It examines how these elements influence flow state, word of mouth (WOM), and repurchase intention (RPI). Using structural equation modeling (SEM) and data collected from 500 respondents in SPSS and AMOS, the study finds that all three personalization aspects significantly enhance flow state, which, in turn, positively affects WOM and RPI. System interaction directly boosts both WOM and RPI, while information presentation and social community functions influence only one of these loyalty measures. Flow state mediates the relationship between personalization factors and loyalty outcomes. These findings suggest e-commerce platforms should enhance system interaction and embed social community features to foster customer loyalty.

• Journal of Korean Society for Quality Management
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• v.42 no.4
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• pp.665-684
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• 2014

Purpose: The purpose of this study was to test and verify on the interrelationship among Service Quality, and Customer Satisfaction and Customer Loyalty in the Humidifier Goods industry. Especially, we study on the relative importance of each CS variables by distribution channel. Nowadays, most of manufacturing companies are proceeding the product servitization, which is combined service contents with product characteristics in the field of manufacturing industries. Methods: We surveyed humidifier purchaser about the some of CS variables and analyzed it using SPSS 21.0 and AMOS 21.0 as a statistical analysis tool. We use the frequency analysis, confirmatory factor analysis, multi-regression analysis and structural equation modeling analysis for our empirical study. Results: As the result of study, we find that Service Quality(SQ) influence Customer Satisfaction(CS) and CS influence Customer Loyalty(CL). Also, we verify that CS works mediate interaction on the effects between SQ and CL. And there are the significant relative effect of SQ to Customer Satisfaction in some of distribution channel. Conclusion: Finally, we make certain that the market size of the Humidifier goods industry will be increased rapidly. And the distribution channe l is more important to medium and small-sized enterprise. So, we have to pay attention to the study on the distribution channel of the Humidifier goods industry. And then, we expect more researches and studies on Service Quality and Customer Satisfaction in the field of manufacturing industries.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.34 no.3
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.31-38
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• 2018

Purpose - In recent years, many companies include franchises have acquire customers by making an online stores and they are carrying out permission marketing activities with e-mail and SMS. Permission marketing requires voluntary customer approval for receiving commercial messages such as cross-selling and upselling. Therefore, it is necessary for the business to induce the customer's acceptance. The purpose of this study is to examine which type of different messages can affect higher in consumer persuasion. Thus, we investigated the impact of descriptive norm message on intention of reception in an online store context, and its interaction with chronic regulatory focus. Research design, data, and methodology - This study hypothesized that the descriptive norm message would affect positive influences to consumers' intension of reception. Specially, this study inquired into whether the interaction effect between descriptive norm and regulatory focus. To verify the hypothesis, we conducted 2 × 2 between-subject factorial design with message type (general message and descriptive norm message) and regulatory focus(promotion focus and prevention focus) as independent variables. Participants of the experiment were assigned to one of 2 kind experimental situations randomly according to characteristics of message type. A total of 131 participants (descriptive norm message: 65, general message: 66) responded for this study. The data were analyzed using frequency analysis, exploratory factor analysis, and two-way ANOVA. Result - The results of the study are as follows. First, we found main effects of the descriptive norm message. The intention of reception were significantly higher in the descriptive norm message rather than general message as in previous researches. Second, interaction effect between the descriptive norm message and regulatory focus was significant. The prevention focus (vs. promotion focus) were hight in a positive behavior intention when the descriptive norm message was given. Conclusions - This study verifies the main effect and interaction effect of descriptive norm message and regulatory focus on the consumers' intention of reception in permission marketing, and persuasive message in the online store context. The results of this study will provide various advantages to companies that want to establish long lasting relationship with customers by carrying out permission marketing in the future.

• Information Systems Review
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• v.19 no.3
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• pp.127-154
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• 2017

This study aims to identify various service innovation patterns in the service industry and understand the main differences among them. We attempt to create a new typology of service innovation by analyzing its patterns based on the four major dimensions of service innovation (i.e., service concept, service delivery, customer interaction, and technology). We then investigate whether firms pursuing different service innovation patterns significantly differ from one another in terms of their performance (high and low performance). Based on empirical data collected from 198 Korean firms in the knowledge-intensive business service sector, four major clusters composed of different service innovation dimensions are identified. These four clusters can be interpreted as specific service innovation patterns, including "technology based high customer interaction," "high technology based high service delivery," "service delivery and high customer interaction-integrated," and "strongly balanced" innovators. High firm performance does not depend on the individual service innovation dimension but on the specific configurations of such service dimensions. Customer interaction also has an important role in achieving innovation success and improving firm performance, while technology has a key role in enhancing firm performance. This study sheds new light on service innovation research by developing a new typology of service innovation, identifying four major clusters as service innovation patterns, and exploring the relationship between service innovation patterns and firm performance.

• Journal of Korea Port Economic Association
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• v.24 no.4
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• pp.115-137
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• 2008

The present study purposed to derive the major attributes of the service quality of port hinterlands from previous research and interviews with specialists, to examine causal relations among the service quality of hinterlands, customer satisfaction, switching barrier and customers' behavior, and to suggest strategic implications. According to the results, the service quality of port hinterlands was divided into 'interaction quality', 'physical environment quality' and 'service delivery quality,' and among the three dimensions of quality, 'physical environment quality' and 'service delivery quality' had a significant effect on customer satisfaction but 'interaction quality' did not. These results suggest directions for what dimensions of quality should be controlled in order to improve the service quality of port hinterlands with limited management resources, and thus they are expected to contribute to more strategic marketing activities upon customers.

• The Journal of Industrial Distribution & Business
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• v.9 no.4
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• pp.53-62
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• 2018

Purpose - In the development of new products, suppliers involvement and developing products jointly can be said to be strategic activities that utilize the lack of knowledge from external organizations. In this new product development, supplier involvement has been proven to have a positive impact on new product development performance for a long time by previous research. However, sufficient academic research has not been conducted on the influence of supplier involvement in various product strategies or sales strategies that buyers make in order to secure a competitive advantage in the market. This study argues that product strategy and sales strategy used by buyers in the development of new products will control the effect of supplier involvement on new product development performance in order to compensate the lack of these academic aspects. Research design, data, and methodology - Specifically, we selected the modularization strategy of the product as the product strategy, which is considered as an important strategy in the new product development through the preceding research, and the mass customer satisfaction strategy was chosen as the sales strategy. In order to achieve these research objectives, regression analysis was conducted using data from manufacturing productivity panel collected jointly by the Ministry of Industry, Trade and Industry and the Korea Productivity Center. Results - As a result, supplier involvement and new product development performances (development cost efficiency, customer satisfaction) were positively related. The product modularity strategy proved to have an interactive effect on the relationship between supplier involvement and new product development performances (development cost efficiency, customer satisfaction). However, it has not been confirmed that there is a statistically significant interaction effect between supplier involvement and new product development performances. Conclusions - Supplier involvement has positive relationships with NPD performance. In addition, product modularity strategies have interaction effects with supplier involvement and affect new product development performance (development cost efficiency and customer satisfaction). The results of this study are of academic significance in the case of lack of empirical studies on the effect of supplier participation on the effect of buyer 's strategy when a supplier participates and develops new products jointly.

• The Korean Journal of Franchise Management
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• v.12 no.1
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• pp.7-19
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• 2021

Purpose: According to the growth of technology in the service industry, the interaction service between customer and employee has recently been transformed into between customer and technology by Self Service Technology (SST) requiring direct interaction with customers. In this context, self service technology such as unmanned ordering system installed at the store is actively introduced at the work place to reduce labor costs by food and retail company and the research for self-service technology which is rapidly replacing existing face-to-face service is needed. As the growth speed of SST is rapid, many researchers have studied the characteristics of SST, in every sector of business worldwide. Among the characteristics, attributes, Self Service Technology Quality (SSTQUAL) to evaluate SST is important because it may cause the customer's behavior. Thus, this research focuses on the effects of SSTQUAL on SST Satisfaction and SST continuance usage intention. This research suggests the guidelines for how Restaurant Company should prepare SST and build their customer satisfaction and continuance usage that increase the sales. Research design, data and methodology: This study tests the structural relationship between SSTQUAL of unmanned ordering system, SST satisfaction and SST continuance usage. SSTQUAL divided into four sub-dimensions and two categories, cognitive service attributes (Convenience, Functionality) and affective service attributes (Enjoyment, Assurance). In order to achieve the purposes of this research, research model and hypotheses were developed based on previous researches. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 524 customers experiencing SST and were analyzed through SPSS 25.0 and SmartPLS 3.0 statistical package program. Results: The findings of this research are as follows. First, all SSTQUAL have significant positive impacts on SST satisfaction. Second, SST satisfaction has significant positive impact on SST continuance intention. Third, cognitive service attributes and affective service attributes had wealth of explanation of service attribute more than a single dimension. Conclusions: The implications of this study are as follows. Overall, Restaurant Company should manage SSTQUAL consisting of not only cognitive service attributes (Convenience, Functionality) but also affective service attributes (Enjoyment, Assurance) to satisfy customers basically regardless of the type of restaurant.

• Culinary science and hospitality research
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• v.5 no.2
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• pp.447-467
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• 1999

Most published work on product quality focuses on manufactured goods. The subject of service quality has received less attention. This distinction is important because some of the quality-improving strategies avaliable to manufacturers may be inappropriate for service firms. Services are performances, not objects. They are often produced in the presence of the customer, as in the cause of hotel restaurant services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of service firm. for this reason, service quality is highly dependent on the performance of employees, an organizational resource that cannot be controlled to the degree that components of tangible goods can be engineered. The study has begun as a basic study for customer satisfaction-oriented management in understanding the service quality of food & beverage products and through a systematic analysis of it. The major purpose of the study was to examine the relationship of the customer satisfaction and service quality in consideration of reliability, empathy, responsiveness, tangibility and assurance. An empirical research was conducted based on the previous theoretical studies. 286 customer at first class hotels in Seoul were selected as samples of this study. The time period of research was from February through March 1999, and answers were processed by SAS to yield frequency analysis, multivariate statistical analysis and regression analysis. The finding of the statistical treatment are frequencies, factor analysis, multiple regression analysis, path analysis. SERVQUAL method was used the service quality evaluation methods. After factor analysis, it was resulted to 3 factors. those were factor 1(assurance.empathy.responsiveness), factor 2(reliability), factor 3(tangibility). The findings of the statistical treatment are as follows. First, the attribute measurement of performance service quality was affected by customer satisfaction. Second, the attribute measurement of performance service qualify was affected by repurchase intention. Third, The attribute measurement of performance customer satisfaction was affected by repurchase intention. The result of study model was followed, service quality was affected repurchase intention than customer satisfaction. indirected effect through, service duality and customer satisfaction was affected repurchase intention.