• Journal of Applied Tourism Food and Beverage Management and Research
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• v.14 no.2
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• pp.17-22
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• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• The Journal of Society for e-Business Studies
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• v.9 no.1
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• pp.237-254
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• 2004

A customer satisfaction at business activity has influence on affirmative customer reaction. The customer reaction encouragement system(CRES) is to expand the present customer response concept in this paper. The CRES application can make real-time connection between customers and sellers at EC(B2C) environment, and on the basis of this application, it can derive the positive customer reaction encouragement. In this paper, the comparison results between new EC system applied for the CRES and present EC system are proposed.

• The Korean Journal of Food And Nutrition
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• v.24 no.4
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• pp.670-679
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• 2011

This study investigated the hotel buffet restaurant's service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant's service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant's customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant's service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant's customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer's positive emotion and recommendation intention.

• Journal of Convergence for Information Technology
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• v.8 no.3
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• pp.1-8
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• 2018

The purpose of this study is to investigate the interaction effects of organizational context, customer reaction, and job burnout in Senior Welfare organizations. In addition, we will analyze the moderating effects of demographic characteristics (personal characteristics, organizational characteristics). A total of 796 social workers engaged in Senior Welfare projects were analyzed. As a result, the following results were obtained. First. It was found that there was a significant difference between the variables in the sociodemographic characteristics, organizational context, customer reactions, and interaction effects on job burnout. Second, age, employment type, and Social Worker qualifications were the most important variables of control effect. The specific organizational behavioral factors between the employees and the users should be studied.

• The Journal of Industrial Distribution & Business
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• v.1 no.1
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• pp.23-31
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• 2010

In this study, market orientation affects the real estate transaction and about the various parameters examined, the real estate transactions, market orientation and intensity of competition in the market upheaval and the impact was seen on the results can be summarized as follows. First, market orientation and about the relationship between real estate transactions were examined. Each variable of customer satisfaction information generation, information dissemination, information was used for the reaction. Among them, the dissemination of information, information about the reaction produces a lot better the customer satisfaction was the result. In other words, the dissemination of information and availability of information to real estate transactions, the more you can improve customer satisfaction. While the information does not appear to be generated as a result of the impact of market orientation when the first phase of the creation of market information and the customer's needs and preferences of current and future information and external factors affecting them to gather information about It is difficult to assess realistically can be seen. This is both our customers and dealers in real estate purchase or trade items for the exact targets, but the general approach the start of trading because by necessity. Therefore, a clear standard for real estate deals in and nine minutes to all sellers of real estate purchases through a process of communication to enable effective approach should be. Second, market orientation and about the relationship between real estate transactions were examined. The information for each variable in re-creating transactions, information dissemination, information was used for the reaction. Variable affects all the information creation, dissemination of information, information about the reaction the better the deal re-done show that two can be frequent. In other words, information generation, information dissemination and utilization of information to real estate transactions, the more customers the added responsibilities of the re-trade can be seen. Third, the relationship between market orientation and in the real estate market upheaval of environmental factors on the relationship between gender were examined. Each variable of customer satisfaction information generation, information dissemination, information was used for the reaction. Among them, the dissemination of information, information about the reaction produces a lot better the customer satisfaction was the result. In other words, the dissemination of information, depending on the market upheaval and the availability of information to raise the real estate can increase customer satisfaction. Fourth, market orientation and environmental factors in the relationship between real estate transactions and about the relationship between competition intensity was investigated. The information for each variable in re-creating transactions, information dissemination, information was used for the reaction. Variable affects all the information creation, dissemination of information, information about the reaction the better the deal re-done show that two can be frequent. In other words, information generation, information dissemination and utilization of information and the higher intensity of competition or unyounghameusseo ttaemaewoo active real estate transactions to provide our customers the added responsibilities of the re-trade can be seen. If more comprehensive, market orientation, according to real estate transactions and environmental factors affecting the performance was also different. Abundance of information about the current real estate it is true that the accuracy and reliability, and real estate, and are unsure about the expected benefits. So you want to trade to provide accurate information to customers and markets change rapidly and competition is severe, with more information if you have reliable information to the customer must supply can increase trading performance. Guarantee of future customer transactions and can provide valuable information and research needs to be differentiated based on the provision of real estate information should be done to achieve profitability will be a cow brokerage.

• Fashion & Textile Research Journal
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• v.16 no.3
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• pp.378-385
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• 2014

This study examined the differences in job related variables, job satisfaction and job performance against demographic characteristics and the impacts of job related variables on job satisfaction and job performance. A questionnaire survey collected data from september $1^{st}$ and $7^{th}$ 2011. A convenience sample was drawn from salespersons working for department stores in Daegu and Pohang. A total of 337 responses were complete and usable questionnaires. Data were tested through factor analysis, t-test, ANOVA, and regression analysis, using SPSS 21.0. The results of this study are as follows: First, six factors were extracted from job related variables (positive reaction of customer, career of salespeople, interpersonal relations, influence of salesperson, customer complaints, overwork). Second, there were significant differences in job related variables, job satisfaction, and job performance according to age, marital status, average monthly income, work period, and job position. Third, regression analysis between job related variables and job satisfaction showed that the most influential predictor of job satisfaction was career of salespeople, followed by interpersonal relations, influence of salesperson, customer complaints, and overwork. The most influential predictor between job related variables and job performance was positive reaction of customer, followed by career of salespeople, interpersonal relations, influence of salesperson, and customer complaints.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.8 no.6
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• pp.1583-1589
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• 2007

This paper analyzes how CRM Service under the ubiquitous circumstances will affect the customer satisfaction by collecting and analyzing the related data and conditions and also analyzes the relation among the variables by using the measurement and analysis tools through Customer Satisfaction Measurement, Customer Reaction Encouragement Model and Technology Acceptance Model. Through this study the author analyzes how the customer management with uCRM will have an influence on the satisfaction and attitude of customer in order to contribute to an efficient customer management method of a financing institution.

• The Journal of Industrial Distribution & Business
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• v.10 no.6
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.111-122
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• 2007

The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance

• Journal of Fashion Business
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• v.16 no.2
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• pp.12-26
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• 2012

Fashion industry characteristically goes through many steps to manufacture and to retail apparel products. Complex inter-industry channels with many intermediaries in fashion industry provoked many problems regarding recognizing customer's need, delivering time, flexibility, and inventory control. Therefore, the purposes of this study were to investigate the differences between apparel manufacturing and distribution process in SCM success factors and performances, and to investigate how SCM success factors affect on performances. Questionnaire was developed and distributed to apparel industry. The returned 116 questionnaires were analyzed by Cronbach's alpha for internal validity, factor analysis, t-test, and regression analysis with SPSS14.0. The results of this study were as follows: There was significant difference of SCM success factors between apparel manufacturing and distribution regarding process standardization and integration. There were significant differences of SCM performances such as reaction for customer, flexible management, cost minimization, and maximized asset utilization which distribution was higher than apparel manufacturing process. In apparel manufacturing, SC strategic relation, and integrative management influenced upon reaction for customer of SCM performances. SC integrative management influenced upon cost minimization. SC integrative management influenced upon maximized asset utilization. In distribution, SC strategic relation, and activated support for SCM influenced upon reaction for customer of SCM performances. SCM specialization, credible relationship among supply chains, activated support for SCM, and SC integrative management influenced upon cost minimization. SCM specialization, credible relationship among supply chains, and SC integrative management influenced upon maximized asset utilization.