• The Journal of Asian Finance, Economics and Business
• /
• v.7 no.11
• /
• pp.967-976
• /
• 2020

This study aims to improve knowledge of consumers' decision-making by testing a conceptual model that considers the hotel's service quality and service value toward customers' behavioral intentions using a mediator, which is the role of consumers' satisfaction. The object of this research is five-star hotels, which has become a significant segment of the general hotel industry and is undergoing rapid expansion. This research is a quantitative research using questionnaire as the sampling method answered by people who have stayed at five-star hotels before. The total of 150 valid respondents were used in this study. The collected data was processed by a statistical tool software, Partial Least Square (PLS). The major findings of this research showed that the relations between service quality and service value of five-star hotels do not have significant positive impact on consumers' behavioral intention, nonetheless the mediation analysis shows that customers' satisfaction partially mediates service quality and service value with consumers' behavioral intentions to stay. It means that in this case, consumers' satisfaction has an important role to mediate service value quality and service value. As a result, the study shows that four out of six hypotheses are supported. A couple of recommendations are suggested for further research.

• Korean journal of food and cookery science
• /
• v.22 no.5 s.95
• /
• pp.736-745
• /
• 2006

The purposes of this study were to (1) identify foreigners’ evaluation of service performance, (2) define foreigners’ needs for each segment of Korean traditional restaurants, and (3) plan the adaptation strategies for Korean traditional restaurants on foreign countries. From April to July, 2005, 542 foreigners responded to an individual survey. Statistical analyses on SPSS 12.0 for Windows were performed on the survey data using descriptive statistics, factor analysis, reliability analysis, independent-samples t-test and ANOVA. The major findings from the study are as follows. First, among all the attributes, ‘Offer free additional side dishes’ scored the highest, followed by ‘taste of food is good’ and ‘temperature of food is proper’. Second, factor analysis classified the service attributes into four factors in the following order of importance: menu, sanitation, service, and facility and atmosphere. Finally, foreigner groups categorized by their general characteristics, including demographics, showed statistically differences in their evaluation. In consequence, the research findings suggest that operators of Korean traditional restaurants should understand different customers’ needs within and between customer segments.

• Journal of Information Technology Services
• /
• v.20 no.2
• /
• pp.111-126
• /
• 2021

A Kano model was used to classify the quality attributes of the service robot function for actual deployment that can support and replace bank employees. Quality attributes for a total of 6 dimensions and 23 service elements were divided into bank employees and customer groups, and service priorities were derived after comparative analysis. The Decision tree model was used to supplement the excessive simplification of quality attributes by the modest number of Kano models and to classify and predict by segment market. Of the 23 services, 16 were classified into the same attributes in both groups. 6 services classified as combination attributes used a Decision tree to identify differences in perception of quality attributes among groups. In terms of basic financial services and professional financial services, it was confirmed that bank employees feel financial service robots more attractive than ordinary customers. In the design of IT convergence service, we propose a methodology for deriving quality attributes by combining a Kano model for classifying quality attributes of two groups and a Decision tree for forecasting subdivision markets.

• Asia Marketing Journal
• /
• v.14 no.4
• /
• pp.1-22
• /
• 2013

A growing gap between market needs and the capabilities of the enterprise prompts repositioning (Corstjens and Dolye 1989). This article examines the strategic repositioning of 'Korando Sports' undertaken by SYMC throughout the period from Jan. 2012 to Jun. 2012, to boost sales volume and market share by entering market of active-lifestyle consumers currently occupied by SUVs. SYMC's experience indicates that it is essential to close the gap between the market needs and the ability of the enterprise to make a shift to new consumer segment with a new positioning. The successful repositioning framework(Ryan et al. 2007) were employed in this paper. This framework is comprised of six elements: core strategic values, strategic flexibility/learning capabilities, customer awareness and sensitivity, external orientation, management commitment, and belief in the product and brand. The evaluation based on the successful framework also confirms that 'Korando Sports' case meets all the requirements of the successful strategic repositioning. This paper provides some of the managerial implications with aim of assisting executives in identifying strategic repositioning opportunities. Primarily, the 'Korando Sports' case affirms the repositioning as a viable strategy and indicates that repositioning is a feasible means for strategic change. Second, this case shows the influence of a target consumer and SYMC's repositioning to follow consumer preference for a particular attribute. Moreover, we can understand how a product formerly considered weak in attributes can enjoy benefits in other segments with the same attributes.

• The Korean Journal of Franchise Management
• /
• v.12 no.2
• /
• pp.7-21
• /
• 2021

Purpose: One of the characteristics of service companies such as foodservice franchise is that it is easy to imitate, so many brands can imitate the menu that is popular with consumers. Therefore, foodservice franchise company should develop a brand that customers can identify from other brands in order differentiate it from its competitors. In order make the foodservice franchise company identifiable from other brands, it is possible through communication with customers. Therefore, this study proposes a new research model to analyze customer loyalty through online advertising and online word of mouth trust and immersion. Online was provided to customers through a mixture of advertisements and word of mouth, but previous studies have only considered online advertisements or online word of mouth. In addition, we want to verify the difference according to gender, which is an important variable in researching the online information processing behavior of customers. Research design, data, and methodology: The questionnaire of this study was surveyed on 20 years of age or older who have visited the restaurant franchise store within the last 3 months among the foodservice franchise companies operating SNS. During the survey period, 400 surveys were surveyed for a total of 20 days from April 1 to April 20, 2020. Result: The research results are as follows. First, in this study, the effect of online advertisement and online word of mouth on trust and immersion was studied. Second, this study verified the social influence theory in online advertising and online word of mouth. Third, the effect of online advertising and online word of mouth on loyalty according to gender was verified. Fourth, compared to existing advertisements, online advertisements are suitable for marketing by foodservice franchise companies because they can interact with consumers, modify advertisements immediately, execute extensive advertisements at low cost, segment the market, and measure advertisement effectiveness. The recent online expansion has been expanded to mobile-based, allowing foodservice franchisees to provide new communication services such as SMS (Short Message Service), multimedia messaging services, and location-based services. Fifth, a foodservice franchise company can increase brand awareness through online marketing or induce the use of offline stores. Sixth, franchisor can grow into a sustainable company only when they use resources efficiently. Conclusions: Trust is important in foodservice franchise information. This trust has a significant impact on customer commitment and loyalty.

• The Korean Journal of Franchise Management
• /
• v.9 no.2
• /
• pp.39-52
• /
• 2018

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

• The Journal of the Korea Contents Association
• /
• v.8 no.10
• /
• pp.351-360
• /
• 2008

The purpose of this study is to segment visitors for beer franchise restaurants. Total of 308 questionnaires were distributed to the beer franchise restaurant customers of Kangnam area, Seoul. To accomplish the aim of this study, author took the following three steps. Firstly, literature review was done to find out selective attributes for restaurant and bar and market segmentation. secondly, Selective attributes of beer franchise were analyzed and five factors, -'additional service', 'side dish quality', 'service class', 'accessibility' and 'outlet image'- were extracted. Lastly, customers of beer franchise shop were divided into two groups by the selective attributes, -'simple visiting group' and 'active lover group'. Those variables-loyalty, intent to recommend and overall satisfaction- have significant influence on 'active lover group'. Other than that, other variables -demographic characteristics and customer's behavior characteristics- didn't play important role to distinct two groups. As a result, only basic information for setting up marketing strategy of each market was provided.

• Proceedings of the Korea Contents Association Conference
• /
• 2006.11a
• /
• pp.95-99
• /
• 2006

Recently, as diffusing knowledge-based information society, creation and information literacy of knowledge information is being important factor. Specifically, with increasing of science-technology information and information needs of science-technology information users are becoming segment and specialization. Also, study results of science-technology being used instantly in industry field and because of impact on industry development, science-technology information is growing rapidly. Therefore, customer-oriented system building is important. So, The purpose of this paper is to analyze and describe the characteristics of information needs and using behavior of science-technology information users of the KISTI.

• The Journal of the Korea Contents Association
• /
• v.14 no.5
• /
• pp.322-331
• /
• 2014

The objective of this study is to examine the effect of regional globalization and its impact to globalized company. As emerging markets evolve from the periphery to the core of marketing practice, we will need to figure out their unique characteristics. Emerging markets are distinctly different from mature markets. Because of market heterogeneity it is important to segment customer and find out their characteristics for the companies. In this research we explores how inward internationalization, susceptibility to global consumer culture affect consumer's brand attitude and adoption of global brand. This study examines various strategic issues in the context of China. The result suggest that inward internationalization is an antecedent factor of susceptibility to global consumer culture and also influence to brand attitude and brand adoption positively. Several implications for Korean content providing companies and marketing strategies are discussed.

• Proceedings of the Technology Innovation Conference
• /
• 1997.07a
• /
• pp.224-243
• /
• 1997

The study examines the similarities of competitive strategy between fashion industry and high-tech industry through a case study of a Japanese maker. From the study, some implications are drawn for the Korean fashion industry. It is hoped that this, will help towards establishing a suitable competitive strategy for firms in this industry. In the fashion industry, the product life cycle is so short as to prompt a new product obsolete too quickly, and the extent of product differentiation is remarkably extensive compared to any other industry. Generally speaking, firms in this industry focus more of their resources on product development and marketing rattler than on production and they attempt to maneuver the speed when they are required to enhance their competitive edge. This is enabled through being, as one might expect, information- and technology- intensive as are high-tech industries. In this sense, that of the competitive strategy of a firm in fashion industry to be similar to high-tech industry. The Japanese firm Y has transformed itself a leading firm in fashion uniform segment. The firm could achieve this status by integrating each function needed for creating customer*s value, that is, product development, production and marketing within one Quick Response System. For this purpose, Y introduced a bundle of high-tech communication systems such as SPD, SDS, ATOM, NICS and so on. In this sense it can be said that Y was aware of what sort of competitive strategy was required in the industry. Implications for Korean firms is that, first, the magnitude of understanding the industry specific factors in establishing competitive strategy in the fashion industry, are speed, flexibility and systematic integration supported by high technology which are characteristic of high-tech industries. Secondly, as can be seen in the fact that Y emphasized logistics in its technological transformation, the significance of logistics control is a key to manipulating speed and flexibility in the industry. To sum up, those who have insight into above findings will be likely to keep their competitiveness in the industry not only in the Korean market but also in global market in the near future.