• Journal of Service Research and Studies
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• v.13 no.4
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• pp.142-159
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• 2023

As the core technologies of the 4th Industrial Revolution are introduced into luxury hotels, they are taking off as cultural and experiential spaces that provide new products and services to hotel users and new experiences. Therefore, this study investigated the effect of hotel users' perception of the experience of using technological amenity services on their trust and satisfaction, focusing on luxury hotels as smart hotel to identify the essential factors of smart hotels that can lead to continuous competitive advantage and improvements in the future. In addition, the study aimed to find an effective hotel marketing strategy and plan to satisfaction the smart hotel by maximizing customer satisfaction. To verify the research hypothesis, a survey was conducted targeting hotel users with experience using technological amenities in smart hotels within the last two years. As a result of the study, it was confirmed that all hypotheses were adopted except for the relationship between personification, intention to use technical amenities, and perceived performance expectations and satisfaction with smart hotels. Based on these research results, this paper presents theoretical and practical implications. Smart hotels are rapidly changing by introducing various smart technologies. Therefore, it will be meaningful data for securing a sustainable competitive advantage and establishing differentiated hotel management and marketing strategies.

• The Journal of the Convergence on Culture Technology
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• v.10 no.4
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• pp.563-574
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• 2024

While the integration of chatbot and the simplification of financial terminology in Financial services' apps are increasingly common, automotive finance apps often show lower user satisfaction for complex terminol- ogy and rigid content. This study investigates the effects of chatbot interaction modes and the simplification of financial terminology on user experience in automotive finance apps. We developed prototypes for car lease tasks under different conditions: the type of user interaction channel (chatbot vs menu-based), and the usage of financial terminology. A 2 x 2 experimental survey was conducted to measure perceptions of friendliness, read- ability, trust, and accuracy. The findings revealed that chatbot interactions significantly enhance friendliness more than menu-based interactions, and simplifying terminology significantly improves readability and friendliness. However, no significant differences were observed in trust and accuracy between the conditions. Furthermore, nosignificant interaction effects were found between the two conditions across all variables. This study contributes by quantitatively assessing the impacts of chatbot consultation modes and terminology sim- plification on customer experience in financial services.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.144-158
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• 2009

This study aims to provide the service quality which consumers want and basic data for improving their satisfaction by examining the difference among the quantity of cultural capital obtained from restaurant customers, the perception of service quality, and satisfaction. The results of the study are as follows. First, customer satisfaction is not much affected by how much cultural capital one has but by how much influence the cultural capital of parents or family has, or the institutionalized cultural capital. Second, the group that has more cultural capital objectives perceives tangibility, reliability and empathy lower than the one with less cultural capital in general while the group that has more cultural capital embodiments perceives tangibility and assurance higher than the one with less cultural capital; moreover, the group that has more cultural capital institutions perceives the service quality factor lower than the one with less cultural capital. Third, the higher the perception of the whole service quality is, the greater the satisfaction is. In this respect, it is required to offer the service to win customers' sympathy and trust as well as better external atmosphere. In addition, there should be continuous service training to foster employees' expertise and improve service quality, in order for restaurant customers to visit frequently with satisfaction and revisit intention.

• Journal of Distribution Science
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• v.14 no.8
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• pp.123-128
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• 2016

Purpose - Korean Wave that overspreads around Asia and America, especially the Korean beauty wave, has reached Mongolia and Mongolian consumers. Mongolia consumers usually prefer foreign cosmetic brands to local brands, because the local brands cannot satisfy fast changing needs and wants of local consumers. Research design, data, and methodology - Based on previous studies about life style of Mongolian consumers, advertisement properties and consumer behaviors, we propose a research model and related hypothesis. In order to test hypotheses, we analyzed 366 survey data out of 376 by eliminating improper 10 responses. Factor analysis and reliability analysis was conducted by SPSS 22.0. We used multiple regression analysis and parameter analysis to test the relation between variables. Results - As exploring the Mongolian consumers' current usage of cosmetic products, we found that the customers' focus is how the products fit with their skin. Mongolian consumers often get the information about cosmetic products through TV and internet. Mongolian consumers show positive attitudes on the appearance of Korean celebrities in responsibility, while there is no significant effect on attractiveness. Mongolian consumer's behaviors toward brand have positive effect on both responsibility and attractiveness of Korean commercial celebrities. Responsibility and attractiveness of Korean commercial celebrities have positive effect on the behaviors toward advertisements of cosmetic products. Conclusions - Behaviors toward advertisements of cosmetic products have positive effect on both purchase intention and loyalty of customer. Responsibility and attractiveness of Korean commercial celebrities have positive effect on mediating variable of behavior toward advertisement and independent variable of purchase intention. Responsibility and attractiveness of Korean commercial celebrities have positive effect on mediating variable of behavior toward advertisement and independent variable of loyalty of customer. In order to improve the effect of advertisements, firms need to consider not only the technique of the model but also the image of model in regard to trust and professionalism appealing to consumers. In addition, firms need to choose the model who fits in with the image of the firms and the products and service of the firms. Finally, Mongolian consumers tend to acquire the shopping information through TV advertisements, especially featuring Korean popular stars, thus, TV advertisements can be a wise option in Mongolian cosmetic market.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2006.05a
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• pp.178-193
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• 2006

기업들이 고객에 대해 관심을 가지는 이유는 고객관계관리(CRM: customer relationship management)의 중요성이 그 어느 때 보다도 강조되고 있기 때문이며, 또한 강력한 고객관계가 기업의 경쟁우위를 위한 주요 수단이 되고 있음을 지각하고 있기 때문이다. 특히 인터넷 쇼핑몰에 대한 고객의 충성행위는 인터넷 쇼핑몰이 제공하는 다양한 상품 및 서비스와 더불어 성공적인 고객관계를 위해서는 매우 중요하다. 또한 인터넷 쇼핑몰의 입장에서는 여러 가지 다양한 서비스를 인터넷 쇼핑몰 이용 고객에게 제공함으로써 인터넷 쇼핑몰을 이용하는 고객들에 대한 신뢰와 몰입을 증가시킴으로써 인터넷 쇼핑몰 이용 고객들로 하여금 인터넷 쇼핑몰에 대해 높은 충성도를 가지게 할 수 있을 것이다. 따라서 본 연구는 인터넷 쇼핑몰 이용 고객에 대한 고객충성행위를 신뢰형성요인, 몰입형성요인, 신뢰, 몰입이라는 측면에서 설명하고자 하였다. 즉, 인터넷 쇼핑몰의 신뢰형성요인(능력, 호의성, 무결성)이 신뢰에 영향을 미치고, 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)이 몰입에 영향을 미친다. 그리고 신뢰는 몰입과 고객충성행위에, 몰입은 고객충성행위에 영향을 미칠 수 있음을 제안하고 이를 인터넷 쇼핑몰 이용 경험이 있는 고객들을 대상으로 실증적으로 분석하였다. 실증분석 결과에 따르면 제안모델은 수용가능한 모델적합도를 보여 주었으며, 또한 본 연구에서 제시한 9개의 가설 모두가 통계적으로 유의한 결과를 보여주었다. 특히 신뢰는 신뢰형성요인(능력, 호의성, 무결성)과 고객충성행위사이에 매개변수의 역할을 수행하고있으며, 몰입은 몰입형성요인(촉진정보, 상호작용성, 쇼핑몰디자인)과 고객충성행위사이 그리고 신뢰와 고객충성행위사이에 매개변수의 역할을 수행하는 것으로 나타났다.동지역의 고기후를 해석함으로써 고기후적 및 고생태학적 의미를 연구해 보고자 하였다.에서는 시스템 등급에 영향을 준다. 향후에는 더욱 더 다양한 상호의존 모델들이 정량화될 필요성이 있다고 본다. 진행하였다. 줄여서 보다 더 정확하고, 지능적인 규칙구성요소 추출 방법론을 제시하고 구현하여 지식관리자의 규칙습득에 대한 부담을 줄여 주고자 한다. 도움을 받을 수 있게 되었다.을 거치도록 되어있다. 교통주제도는 국가의 교통정책결정과 관련분야의 기초자료로서 다양하게 활용되고 있으며, 특히 ITS 노드/링크 기본지도로 활용되는 등 교통 분야의 중요한 지리정보로서 구축되고 있다..20{\pm}0.37L$, 72시간에 $1.33{\pm}0.33L$로 유의한 차이를 보였으므로(F=6.153, P=0.004), 술 후 폐환기능 회복에 효과가 있다. 4) 실험군과 대조군의 수술 후 노력성 폐활량은 수술 후 72시간에서 실험군이 $1.90{\pm}0.61L$, 대조군이 $1.51{\pm}0.38L$로 유의한 차이를 보였다(t=2.620, P=0.013). 5) 실험군과 대조군의 수술 후 일초 노력성 호기량은 수술 후 24시간에서 $1.33{\pm}0.56L,\;1.00{\ge}0.28L$로 유의한 차이를 보였고(t=2.530, P=0.017), 술 후 72시간에서 $1.72{\pm}0.65L,\;1.33{\pm}0.3L$로 유의한 차이를 보였다(t=2.540, P=0.016). 6) 대상자의 술 후 폐환기능에 영향을 미치는 요인은 성별로 나타났다. 이에 따른 폐환기능의 차이를 보면, 실험군의 술 후 노력성 폐활량이 48시간에 남자($1.78{\pm}0.61L$

• Journal of Distribution Science
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• v.9 no.3
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• pp.47-54
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• 2011

This paper presents exploratory research on consumer awareness and attitudesabout organic food, for which consumer demand continues to increase the paper also assesses consumers' organic food distribution channel preferences. By conducting a literature review, a case study has been carried out in order to glean customer behavior, market condition and typesof distribution channels, and development of specialty stores for organic foods. The early research indicates that consumer awareness and customer attitudes toward organic food are mostly positive however, organic food's high price, as well as a lack of organic food stores, cause a negative effect on consumers' purchase intention. Secondly, the U.S. organic food retail channel consists of such mainstream supermarket/grocery stores and leading natural and organic food supermarket chains as Whole Foods, Trader Joe's, and Sunflower Farmers Market. For the current retail distribution of organic food in Korea, off-line stores are composed of direct management stores and franchise chains. Most of the organic food retail distribution operates through the Internet shopping mall, and are commonly located at retail distribution centers as multi-channel, shop-in-shop stores. Moreover, unlike in the U.S., association and consumers' cooperatives (Co-Ops), and such other member-direct retail stores as Hansallim, iCOOP, Nature Dream,and online shopping malls, are all active in Korea. Thirdly, as a result of an analysis of the present state of the organic food retail channel, as well as building a case for organic food specialty stores, the distinctive featuresand rapid growth of such unique organic food stores as Whole Foods Market, or Trader Joe's successful downsizing strategies, as well as Sunflower Farmers Market low-price approach, show steady industry growth. Moreover, as a result of a case studyof such domestic representative organic food specialty stores as "Olga" and "Chorokmaeul," a similar management style to the United States' "Whole Foods Market" and "Trader Joe's," respectively, can be seen. Similar to the U.S. market, Korean organic food markets should also implement active retail distribution opportunities, allowing consumers to select from various diverse and differentiated choices. In order to accomplish this goal, it is necessary to prepare such measures as sustaining reasonable prices, securing various suppliers for unique products,and improving consumer trust through advertisement strategies that are suitable for each company's branding processes.

• The Korean Journal of Franchise Management
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• v.2 no.1
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• pp.100-118
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• 2011

Since 1990, income has been grown rapidly in Korea. Thus, concerns of environmental pollution and health have been increased among Korea's consumers. As a result of this concern, demand for safe food and agricultural products has been growing in Korea. Recently, purchasing patterns of Korea's consumers have been changed as Korea's society has changed to an aging society, growth of unmarried person, and low birthrate. Korea's consumers prefer to buy only volume that they need. Thus, the volume of agricultural products that they purchase became small. Therefore, retailers should reflect such needs of consumers to their business. The purpose of this study is to build up new strategies in order to make a high profit through customer's satisfaction when selling agricultural products. Using literature review, this study has drawn results. The results of this study is that retailers should lay products with brand in their store and establish trust with customers in oder to make loyal customers. In addition, retailers should prepare individual package of agricultural products for sales of a small volume to keep pace with social changes.

• Convergence Security Journal
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• v.12 no.5
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• pp.51-59
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• 2012

Purpose of this study analyzes deeply and examine closely effect that incident shock of private guards gets in job stress. Used participation observation and In-depth analytical method to 10 common people guards inhabiting in capital region in 2012 to achieve purpose of this study. Collected interview data encoded using computer and analyzed by incident shock, job effect, job stress, organizational life. Conclusion proved in this study is as following. First, private guards appeared that incident shock such as suicide, terror threat, irrationality of superior that is produced in business spot gives great psychological fear. Second, private guards appeared suffer important shock are influenced in fear about business from shock that suffered in the past, and sociophobia appeared by thing which exert important effect changing by other business territory. Third, most private guards appeared that oneself experienced job stress from experiencing incident shock in the past. That is, incident shock exerts direct influence on customer confrontation in the past. Fourth, private guards appeared by thing which individual's organization life reduces when do not overcome incident shock that occur in the past. That is, incident shock decreases trust development and teamwork between superior and subordinate in organizational culture of private security.

• Journal of dental hygiene science
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• v.9 no.3
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• pp.265-270
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• 2009

This research provides the point of view by operating SPSS(14.0) about effective management and marketing focusing on customer by comparing and analyzing the effect which affects loyalty for the dental clinic and the rapport occurring when the dental worker communicates affirmatively with customers. The data was gathered from 300 customers visiting to a private dental clinic through the self-administered questionnaire in Jinju, Gyeng-nam. The communication(.017) and value property(.006) of service provider affects the rapport significantly. Last, the trust(.000), value property(.023) and the rapport(.000) affect the loyalty-a result variable-significantly.

• Journal of Cadastre & Land InformatiX
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• v.44 no.1
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• pp.195-212
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• 2014

This study was performed in order to contributing the influence factors in the real estate marketing strategy which largely affects the success of a real estate sale and development projects. Articles have to be concluded with the Influence factors of Satisfaction based on the type of Real Estate through PLS Regression Analysis. Building data was conducted by the target population specializing in the real estate sale and development business. Classification of real estate business classified by the way of the residential and non-residential parted. In the case of Housing type in the analysis result, the main factors were made by calculating the each factor such as brand trust, Strengthening the alliance and partnership, Traffic environment, Relaxing the requirements for a Real estate sales, Business presentation, Unsold benefits and Relaxing the requirements for payment. Otherwise, In the case of non-residential in the analysis result, the factors such as Relaxing the requirements for payment, Customer Orientation, living environment, Unsold benefits, Strengthening the alliance and partnership and communication terms made an influence to satisfaction.