• 한국식품조리과학회지
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• 제26권2호
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• pp.129-137
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• 2010

The purposes of this study were to understand the influence of perceived service quality in upscale Korean restaurants on a customer's feeling response and revisit intent, and to empirically analyze whether a customer's feeling response plays a mediating role between the service quality and revisit intent. Based on a total 303 samples obtained from the empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously by using a structural equation model(SEM). The proposed model provided an adequate fit to the data, ${\chi^2}_{(df=263)}=557.397$, CMIN/df 2.119, RMR .09, GFI .88, AGFI .86, NFI .94, CFI .97, RMSEA .06. The major results of this study can be outlined as follows: Price & value($\beta=.40$), food quality($\beta=.26$) and atmosphere($\beta=.15$) had a significant positive effect on the customer's feeling response, and the customer's feeling response($\beta=.65$) had a significant positive effect on revisit intent. In addition, the effect of the perceived service quality in upscale Korean restaurants on revisit intent was found to be partially mediated by the customer's feeling response. Limitations and future research directions are also discussed.

• 한국전자거래학회지
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• 제9권1호
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• pp.237-254
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• 2004

일반적인 경영활동에서 고객만족은 긍정적인 고객반응에 영향을 미친다. 본 논문에서 제안하는 고객반응유도시스템(CRES)은 기존의 고객응대 개념을 확장한 것이다. CRES의 적용은 전자상거래(B2C) 환경에서 고객과 판매자간의 실시간적인 연결을 가능케 하고 이를 기반으로 긍정적인 고객반응을 유도할 수 있다. 본 논문에서는 CRES를 적용한 새로운 EC 시스템과 기존의 일반적인 EC 시스템을 비교하여 그 결과를 제시한다.

• 인터넷정보학회논문지
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• 제9권3호
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• pp.103-117
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• 2008

일반 고객이 대기업 혹은 중소기업, 증권, 금융, 은행권 등의 서비스를 제공받기 위해서는 보편적으로 인터넷, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), 텔레포니 서비스 등을 사용한다. 특히, 화재 보험사 및 증권, 금융, 은행권의 경우는 QoS(Quality of Service) 보장을 통한 실시간성 제약 조건을 만족해야 한다. 본 논문에서는 고객의 최초 접점으로 이용될 수 있는 CRM(Customer Relationship Management) 환경 하에서 다중 채널 서비스를 위한 결함허용 IVR(Interactive Voice Response)을 설계 구현하였다. 제안한 모델은 대 고객 응대 CRM 모델로 효율적으로 이용될 것으로 사료된다.

• International Journal of Human Ecology
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• 제7권1호
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• pp.25-36
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• 2006

The purpose of this study was to investigate and compare visiting intentions by positive and negative Word-of-Mouth (WOM) and/or information of beauty shop between female college students and adult women. Data were collected from 500 consumers (250 from female students and 250 adult women) and was analyzed by using frequencies, factor analysis, t-tests and multiple regression utilizing SPSS/PC+. The findings revealed positive experience factors to prudent service, time saving/consideration for customer's position, kindness/operating system in waiting time, added services, employees' attitudes, excellent beauty and response skill, rational price and recall system/remind for customer. The negative experiences were inconsistent service, operators' convenient service, irrational price/poor skill/non-recall, non-customer central service, inappropriate face-to-face management to customer. Also, the results showed that the positive WOM information such as prudent service, time saving/consideration for customer's position, excellent beauty and response skill and rational price had influence on the visiting intention in case of female college students. The negative WOM information like non-customer central service, had influence on the visiting intention in cases of adult women.

• 패션비즈니스
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• 제12권3호
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• pp.167-174
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• 2008

The purpose of this study was to categorize customers types in accordance with current shop masters' perception of difficult customers and to identify their responding techniques and know-hows in dealing with those customers in detail, a qualitative study is carried out by conducting thorough interviews with the shop masters. The interview contained questions on occupational hold-ups of shop masters, types of hard-to-handle customers, techniques in handling difficult customers, their know-hows in customer managements and what they perceived as the qualities of a shop master. T The results were as follows: 1) Customers who are perceived as difficult by shop masters are categorized into six types, making unreasonable demands, pointing out product defects, disregarding salespersons, making no purchase after testing products, having no personality and having no response. 2) Responding techniques for difficult customers were categorized into three types, 'active response', 'standby' and 'polite refusal'. 3)The result from the question on know-hows of shop masters in customer management can be divided into 4 groups, providing special treatment or information, building one-to-one relationship with the customer, suggesting garments in accordance with the customer's taste and providing friendly customer service. 4) For the question on perceived qualities as a shop master, individual quality, customer management capacity, work experience and occupational knowledge were answered.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.65-76
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• 2021

This study aims at investigating the effect of product innovation accounting on the market success of instant food and convenience food businesses in Thailand with customer response capability as the mediator. In addition, it examines the effects of management accounting systems, marketing intelligence, and technology orientation on product innovation accounting. The sample for this study is 258 instant food and convenience food businesses in Thailand. To test the research relationships, a structural equation model is used. The results of this study show that product innovation accounting has a significant effect on both customer response capability and market success. Similarly, customer response capability significantly leads to market success while it mediates the product innovation accounting-market success relationship. Testing the antecedents of the research relationships, management accounting system, marketing intelligence, and technology orientation potentially affect product innovation accounting. Accordingly, product innovation accounting is a key source of competitive advantage. Product innovation accounting must be recognized by company management as a strategic tool for competing in markets and environments. They must invest their resources and capabilities to create and develop product innovation accounting principles, as well as encouraging their staff to implement and use these principles in the workplace.

• 한국생활과학회지
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• 제14권3호
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• pp.441-451
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• 2005

The purpose of this study is to investigate the factors of CRM(Customer Relationship Management) activity and the difference in CRM effects according to customers responses. The investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who had ever shopped at those stores. For data analysis, we used factorial analysis, multiple regression analysis, path analysis, and ANOVA, etc., along with SPSS 10.0. The results of this study are as follows: 1) Six CRM activity factors were identified as 'Benefit & Information,' 'Service,' 'Customer Invitation,' 'Customer Contact,' 'Special Management,' and 'Purchase-related Help.' 2) Customer satisfaction of CRM-positive group was affected by such factors as 'Service,' 'Customer Invitation,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Benefit & Information.' On the other hand, customer satisfaction of CRM-less-positive-group was influenced by the factors such as 'Service,' 'Purchase-related Help,' 'Customer Contact,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Service.'

• 품질경영학회지
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• 제40권3호
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• pp.359-371
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• 2012

Purpose: Due to the explosive growth and widespread use of smartphones, new business opportunities are emerging. Despite the importance of creating customer value in using smartphone applications, past studies on have mainly focused on functions or factors and specifications that influence users to use the device. Methods: This study is intended to identify how customer dissatisfaction from the use of smartphone application services affects customer sentiment and behavior. The research model is tested via a survey of 290 smartphone application users. Results: The result of this empirical study indicates that customer dissatisfaction significantly affects the user's disappointment and regret in using a service, which are subordinate values of customer emotion. The user's anger is positively associated with 'Negative word of mouth' and 'Complaint', which are subordinate values of customer behavior, but not with an intention to switch to another service. 'Regret' and 'Disappointment' are positively associated with 'Negative word of mouth' and 'Switching intention', but not with 'Making direct complaints'. Finally, customer's negative sentiments are a significant intermediary in the relationship between customer dissatisfaction and behavioral response. Conclusion: Finally, the study offers a more systematic understanding on the phasal response process of customer dissatisfaction in relation to the provision of smartphone application services.

• 유통과학연구
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• 제12권2호
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• 한국항해항만학회지
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• 제36권1호
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• pp.59-67
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• 2012

본 연구에서는 컨테이너 터미널의 물류역량이 서비스 품질과 고객반응에 어떠한 영향을 미치는지 파악하여 향후 컨테이너 터미널의 마케팅 전략 수립에 시사점을 제공하고자 한다. 표본설계는 한국선주협회, 한국선박관리업협회에 등록된 선사 중 부산항 컨테이너 터미널을 이용하고 있는 선사별로 2011년 12월 5일부터 23일까지 5~8부의 설문지를 직접방문을 통하여 배포하고 회수된 설문지 243부를 분석하였다. 실증분석 결과 서비스 품질과 고객반응에 정(+)의 영향을 미치는 물류역량 요인 중 관리역량이 가장 큰 영향을 미치는 것으로 나타났고, 고객반응에 정(+)의 영향을 미치는 서비스품질 요인 중 공감성이 가장 큰 영향을 미치는 것으로 나타났다. 그러므로 컨테이너 터미널에서는 적/양하를 계획할 때 고객의 요구사항을 정확히 파악하여 이를 적극적으로 반영하고 고객에게 최상의 서비스를 제공하여야 할 것이다.