• 한국IT서비스학회지
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• 제8권1호
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• pp.29-45
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• 2009

In this research, a model to measure the correlation between the performance of customer contact center and the business performance is developed using the well-known model, the market damage model of TARP. Three hypotheses are suggested and verified using real customer profit data and customer access data of the Industrial bank of Korea. As a result of this research, we know that there is a positive relation between increase of business profit and contact experience of customers to customer contact center. Also, customer satisfaction level for customer contact center contact experience is positively correlated with increase of business profit of the company. However, we could not find a meaningful correlation result between number of contacts to customer contact center and the business profit. Although this study is based on a particular one company data, the analyzation framework can be applicable to other banking companies for showing relations between performance of customer contact center and business profit of the company.

• 한국전자거래학회:학술대회논문집
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• 한국전자거래학회 2004년도 e-Biz World Conference
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• pp.251-254
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• 2004

1. Research Background ·Customer support or service in organization is one of the most important business improvement theme in improving their business competences. -Many customers view customer support as one of the most impotant criteria when evaluating a product or a service(Foo et al., 2000) -Customer service has a strong link to customer satisfaction, which then yields customer loyalty and long-term profitability(Szymanski ＆ Henard, 2001： McKenna, 1991)(omitted)

• The Journal of Asian Finance, Economics and Business
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• 제7권12호
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• pp.969-976
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• 2020

The role of customers has changed from that of passive users to value co-creators. Therefore, it is important to understand how customer learning takes place and how it affects customer experiences with services and products. However, while past studies insist on the importance of the issues in designing customer experiences, they do not empirically address these issues. This study investigates the support processes for customer learning, and their impact on customer learning, which in turn influences customer experience. To test the hypotheses, we employed the survey method. Target informants were the actual users of Apple iPods. A total of 200 survey questionnaires were distributed and 146 were collected. Among these, seven erroneous responses were excluded, leaving 139 usable ones. The proposed model was empirically analyzed using the Covariance-based SEM (Structural Equation Modelling) technique. The findings of this study suggest that, among the three support processes in customer learning, learning-by-doing support and learning-by-investment support positively affect customer learning, which influences customer experience. This study contributes to the literature by identifying different types of support for different kinds of customer learning processes and by empirically testing the impact of the support for the process on customer learning, and in turn, its impact on customer experience.

• 한국조리학회지
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• 제23권5호
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• pp.12-24
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• 2017

The purpose of this study was to examine the effects of consumption experience on customer satisfaction and customer happiness for dessert cafe. The survey was conducted with those who have visited dessert cafes in Seoul and Kyonggi area, using a convenience sampling method. After a total of 200 responses was collected, 172 responses were included for the multiple regression analyses in order to test the hypotheses. The results are as follows. First, it was found that consumption experience did not have an effect on customer satisfaction for dessert cafes. Second, the consumption experience (diversity, symbolism, sociality, and playfulness) of dessert cafe significantly impacted customer happiness. As a conclusion, consumption experience at dessert cafes has increased customer happiness by improving the psychological gratification rather than cognitive satisfaction.

• 벤처혁신연구
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• 제1권1호
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• pp.181-195
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• 2018

본 연구는 공연장 서비스 품질이 고객 경험 가치와 공연 만족도에 미치는 영향을 규명하고, 변수간에 인과관계를 검정하기 위해 시도되었다. 이를 위하여 선행 연구를 검토하여 연구 모형을 도출 하였고, 공연 관람자를 대상으로 실증 조사를 실시하였다. 이번 연구에서는 직원 친절도, 시설 우수성, 편의성, 부대시설을 독립변수로 정하고, 공연 만족도를 종속변수로 선정하였으며, 두 변수 간 매개변수로는 고객 경험가치인 문화적 가치, 경제적 가치를 검토하였다. 본 연구의 결과에 따르면, 공연장 서비스 품질 중 직원 친절도, 시설 우수성, 편의성은 공연 만족도에 유의한 영향을 미치는 것으로 조사되었다. 또한, 공연장 서비스 품질과 공연 만족도 간의 고객 경험 가치 매개 효과는 편의성이 문화적 가치와 경제적 가치 변수 모두 완전매개로 나타났고, 직원의 친절도 변수는 문화적 가치에 완전매개, 경제적 가치는 부문매개로 나타났다. 시설 우수성 변수는 문화적 가치에서 부분매개, 경제적 가치에서는 완전매개로 나타났다. 부대시설의 경우 유의성 검정에 실패하였다. 연구 결과에 따르면 고객에 대한 편의 제공 서비스는 다른 무엇보다도 중요한 변수임을 확인할 수 있었다. 이와 같은 결과는 공연장 서비스 품질은 시설과 직원의 친절이 기본적으로 유지되어야 되며, 고객은 공연장으로부터 제공되는 관객 편의적 서비스를 통해 공연에 대한 만족을 더 느끼고 있다는 결론을 유추할 수 있다. 따라서, 공연장은 고객 서비스 및 응대, 티켓의 구매, 환불 방법, 직원의 교육을 철저히 해야 관객이 다시 찾는 공연장을 만들 수 있다는 것을 시사하고 있다.

• 서비스연구
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• 제11권3호
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• pp.17-30
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• 2021

최근의 공유경제(Sharing Economy) 비즈니스 모델의 중요성이 부각되면서 경제활동은 단순한 상품 매매에서 벗어나 복잡한 경험체험으로 바뀌고 있고 공유숙박(Sharing Accommodation)의 모델 또한 새로운 숙박 선택모델로 자리 잡았다. 본 논문은 고객이 공유숙박서비스를 체험하는 과정에 느낀 문제점을 고찰하여 공유숙박서비스의 최적화 전략을 제시함으로써 기존의 단점을 개선하고 고객만족도를 제고하기 위한 목적으로 연구를 진행하였다. 본 연구는 Airbnb와 Tujia 두 개의 공유숙박모델을 대상으로 비교 연구를 진행하고 참고 문헌 수집과 정리를 통해 숙박 공유연구 배경을 심층 분석하였다. 고객여정도(Customer Journey Map), 페르소나(Persona), 서비스 블루프린트(Service Blueprint) 등 서비스디자인 연구방법을 활용하여 고객 수요를 파악하고 서비스의 문제점을 발견함으로써 서비스를 최적화하는 방안을 제시하고자 하였다. Kano 모델(Kano Model)과 잠재적 고객만족 개선지수(Potential Customer Satisfaction) 등의 연구방법으로 검증한 후 세 가지 서비스 최적화 방안을 확정하여 서비스 시나리오(Service Scenario) 모형을 통해 최적화한 성과를 도출하였다. 본 연구의 결과는 공유숙박의 사업자 식별, 서비스 요소 개선과 보다 높은 수준의 고객 체험 제공에 도움이 되며, 더 나아가 공유숙박 시장의 건전한 발전을 촉진할 것이라 확신한다.

• 한국프랜차이즈경영연구
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• 제10권3호
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• pp.37-52
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• 2019

Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

• 유통과학연구
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• 제21권3호
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• pp.13-23
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• 2023

Purpose: Low-Cost Carrier airlines attempt to provide the best service for their customers. However, the pandemic has forced airline companies to keep developing new strategies. Moreover, in this digital era, airlines must intensely market their service through social media to reach as many customers as possible. This research aims to study the impact of advertisements on Instagram and the customer experience concerning customer loyalty and satisfaction in the aviation industry. Research design, data, and methodology: This study uses a quantitative explanatory with the combination of the positivism paradigm. The data collection technique is by distributing questionnaires to related airline Instagram followers. Meanwhile, the sample calculation uses using the Slovin formula in which 414 respondents are gained. The collected data is analyzed with Structural Equation Model and using Smart-PLS software. Results: The study results indicate that advertising on Instagram and customer experience significantly positively affect customer satisfaction and loyalty. In addition, the variable customer satisfaction has a significant positive on customer loyalty. Conclusions: The study results indicate that the ease of obtaining information via Instagram can affect satisfaction and will increase when customers have made a flight so that they will become loyal customers.

• 한국산업정보학회논문지
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• 제27권5호
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• pp.99-117
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• 2022

본 연구는 서비스기업 중 하나인 은행 구성원을 대상으로 은행의 고객경험관리역량이 조직구성원의 직무만족 및 고객지향성에 어떤 영향을 미치는지 확인하고자 한다. 이를 위해 고객경험관리역량, 직무만족, 고객지향성에 대한 이론을 설명하고 이들 간의 관계를 이론 및 실증적으로 검증하였다. 본 연구를 위하여 은행에서 근무하는 접점직원 321명을 대상으로 SPSS23.0, AMOS 23을 이용해 구조방정식 분석을 실시하였다. 본 연구의 분석결과를 살펴보면 은행의 고객경험관리역량의 요소 중 구성원교육, 임파워먼트, 구성원평가, 교차검정은 직무만족 및 고객지향성에 긍정적 영향이 있는 것으로 나타났다. 이에 반해 채널통합은 직무만족과 고객지향성 모두 영향을 미치지 못했으며, 성과관리는 직무만족을 매개로하여 고객지향성에 영향을 미쳤다. 이러한 결과는 조직단위에서 고객경험관리역량을 확인할 수 있는 시사점을 제시하지만, 서비스기업이 은행으로 한정되었다는 한계도 존재한다.

• 한국프랜차이즈경영연구
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• 제15권1호
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• pp.43-60
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• 2024

Purpose: According to previous studies, customer experience had a significant effect on consumer behaviors. In this perspective, this study investigates the structural relationship among customer experience, resort use satisfaction, and customer behavioral intentions, with focus on the mediating role of resort use satisfaction. Research design, data, and methodology: Data collected from 361 individuals who had experienced the resort service were analyzed using SPSS 29.0 and AMOS 29.0, involving frequency analysis, HTMT, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model testing. Result: Firstly, cognitive, and relational experiences had significant effect on resort use satisfaction. Secondly, resort use satisfaction had significant effect on customer behavioral intentions. Thirdly, resort use satisfaction had partial mediating effects in the relationship between customer experiences and customer behavioral intentions. Conclusion: This study academically confirmed the empirical link between customer experience and consumer behaviors. From a practical standpoint, it suggests the necessity of marketing activities that enhance customers' perception of their experiences, as well as resort use satisfaction and customer behavioral intentions, through systematic CS education and management of the physical environment.