• Journal of Korean Academy of Nursing Administration
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• v.8 no.1
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.19-26
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• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.

• Journal of the Korea Society of Computer and Information
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• v.9 no.2
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• pp.149-160
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• 2004

The purpose of this research is to study the effect of service qualify improvement strategy and its practices on firms' competitive advantage, and identify their influence on customer satisfaction and loyalty. According to this purpose. this paper hypothesized that high service qualify will satisfy customers' needs and result in improved customers' loyalty. Thus, empirical study was conducted to identify the relationships among factors which were identified through literature review. Data were collected from the customers of 3 luxurious japanese restaurants in Seoul. The result of data analyses shows (1) Serve quality factors such as customer service, qualify of meal, location and facility, and types of restaurants make significant difference among three restaurants in terms of customers' perception about service quality; (2) There is statistically significant difference among three restaurants in terms of customers' satisfaction, but there is no significant difference among them in terms of customers' loyalty; and (3) Not only the result from analysis on japanese restaurants inside hotels but also that on the independent japanese restaurant in Kangnam area, shows that service quality factors have significant effect on both customers' satisfaction and loyalty.

• Industrial Engineering and Management Systems
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• v.15 no.2
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• pp.173-180
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• 2016

Nowadays Corporate social responsibility (CSR) has become a critical factor influencing customers' buying intention. The study conducted aims to explore the relationship between customers' perception towards CSR and their repurchase intention. The data was collected by using survey questionnaires from 320 individual customers living in Ho Chi Minh City and processed in SPSS software. The research results showed that among CSR components, economic and charitable responsibilities have a positive impact on Vietnamese customers' repurchase intention at the significance level of 1% and the two other factors at 10%. The findings assume that CSR components have become factors explaining customers' repurchase intention, especially for consumer goods, and firms should enforce their corporate social responsibility to capture customers' repurchase intention and in turn increase their customers' loyalty.

• Fashion & Textile Research Journal
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• v.6 no.2
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• pp.177-183
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• 2004

This study was interested in dissatisfaction in the service encounter from the service employee's viewpoint by exploring employee dissatisfaction and the problem customers as the causes. The study explored the incidents leading to dissatisfactory service encounters from the service employee's viewpoint, the causes of the dissatisfactory incidents, and the attitudinal, verbal and behavioral expressions of the customers involved in the incidents. Employees of the beauty service business were individually interviewed, and 204 incidents were analyzed. The incidents were categorized to identify the events and related behaviors of customers that caused employee dissatisfaction. Three major groups were classified: the way dissatisfied customers complain; customers' misbehaviors; and customers' no harmful behaviors. Further the major groups were classified into 8 categories. Based on the findings the study provided implications for employee and customer management.

• Communications of the Korean Mathematical Society
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• v.11 no.2
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• pp.481-493
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• 1996

We consider a retrial queue with two classes of customers where arrivals of class 1(resp. class 2) customers are MMPP and Poisson process, respectively. In the case taht arriving customers are blocked due to the channel being busy, the class 1 customers are queued in priority group and are served as soon as the channel is free, whereas the class 2 customers enter the retrial group in order to try service again after a random amount of time. We consider the following retrial rate control policy, which reduces their retrial rate as more customers join the retrial group; their retrial times are inversely proportional to the number of customers in the retrial group. We find the joint generating function of the numbers of custormers in the two groups by the supplementary variable method.

• Communications of the Korean Mathematical Society
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• v.13 no.2
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• pp.393-403
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• 1998

We consider $M_1,M_2/M/1$ retrial queues with two classes of customers in which the service rates depend on the total number or the customers served since the beginning of the current busy period. In the case that arriving customers are bloced due to the channel being busy, the class 1 customers are queued in the priority group and are served as soon as the channel is free, whereas the class 2 customers enter the retrical group in order to try service again after a random amount of time. For the first $N(N \geq 1)$ exceptional services model which is a special case of our model, we derive the joint generating function of the numbers of customers in the two groups. When N = 1 i.e., the first exceptional service model, we obtain the joint generating function explicitly and if the arrival rate of class 2 customers is 0, we show that the results for our model coincide with known results for the M/M/1 queues with smart machine.

• Journal of the Korea Safety Management & Science
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• v.4 no.2
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• pp.113-122
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• 2002

The marketing environment of recent security business has been changed as goods and service have been changed variously. Under this condition, the security corporations have been trying to have good relationship with customers and to have high gains as well. But the management of the customers in the bond marketing is not enough. Then, this paper suggests some methods to promote the CRM at bond brokerage in order to make profits in the security corporation. First, the customers will know the earning rate of the bond that they have and also they can analysis the difference selling the bond and keeping it until the due date. The developed bond management system analyzes customers' preference from questionaire which is responded by customers. It also can make customers actively sell and buy the bond through recommendations corresponding with customers' preference. Moreover, this paper suggests the video conference consulting system for close relationship with corporation and customers. We have tested this bond management system and we expect that this system activates the buying and selling of the bond that non-experts can easily invest bonds and the security corporations can increase profit.

• Management & Information Systems Review
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• v.22
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• pp.231-254
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• 2007

This study is analyzed how much protected buying and selling service on Auction site affects to the customers' satisfaction. According to the results of it, First, considering that the aspects of the reliability of the Auction site, trade factor affects to the reliability of Auction website. Second, it shows the organized security of the site affects to the reliability. and it could be explained the escrow service has brought the customers to get the reliability of Auction website. Third, the execution of purchasing contract on website affects to the customers' satisfaction. and it makes customers confirm and rely on Auction. For example, carrying out of the escrow service, enhancement of the system for the policies for the buying protection of customers, and various concerns and efforts for the execution of the purchasing contract and so on affect to the customers' satisfaction.

• Asia Marketing Journal
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• v.22 no.1
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• pp.1-26
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• 2020

Firms employing hierarchical loyalty programs (HLPs) periodically demote customers from higher to lower status level to divest from unprofitable customers and boost profitability. However, existing literature lacks objective evidence on how customer demotion affects demoted customers' future purchase behaviors and ultimately profitability for the firm. Moreover, customers in the HLP's higher position may respond to customer demotion differently from those in the HLP's lower position. Drawing upon emotions and equity theories, this study quantifies how the profits that customers contribute to the firm change after customer demotion, and compares demoted customers' behavioral reactions from top-tier with those from bottom-tier based on customers' actual behavior data from a major retail bank in South Korea. The findings show that withdrawing customer status actually deteriorates customer profitability, and customers with top-tier status decrease their profitability more dramatically than those with bottom-tier status after demotion. The results contribute to previous literature on customer demotion and relationship marketing, and provide specific guidelines into how firms should design and implement customer demotion in HLPs.