• Korean Security Journal
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• no.28
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• pp.7-31
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• 2011

The purpose of this study was to examine the relationship of the psychological empowerment of security guards to their service orientation and organizational performance. The subjects in this study were 300 security guards who were selected by purposive sampling from the population that consisted of the workers in private security agencies located in the cities of Chungan and Ahsan in 2011. After a survey was conducted, the answer sheets from 271 respondents were analyzed. The statistical package SPSS WIN 18.0 was employed to make a factor analysis, reliability analysis, multiple regression analysis and path analysis. The findings of the study were as follows: First, psychological empowerment affected service orientation. Better meaning and better self-determination led to better service human resources management, better service leadership and better service encounter management. Second, psychological empowerment exerted an influence on organizational performance. Stronger impact and better meaning led to stronger organizational commitment, higher job satisfaction and better performance. Third, service orientation had an impact on organizational performance. Better service human resources management, better service leadership and better service encounter management were followed by stronger organizational commitment, better job satisfaction and higher performance. Fourth, psychological empowerment exercised a firsthand and secondhand influence on service orientation and organizational performance. Given the findings of the study, managers of security agencies should keep in mind the unique working environments of employees, and they should empower employees to show what they can do in consideration of their changing working environments and let them assume the responsibility for their own job performance. That will encourage them to provide better service for customers, which will serve, in turn, to bolster the organizational performance.

• Management & Information Systems Review
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• v.30 no.2
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• pp.81-111
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• 2011

Relationship Marketing has been dealt with as an effective strategy to sustain customer loyalty in many previous researches. For relationship development, a customer's efforts are necessary as well as an organization's efforts. However, the role of customers for the development of the relationship with an organization has been dealt in few previous researches so far. Furthermore, whereas researchers understand the importance of consumers' motivation in the relationship, few researchers had paid attention. This research is based on the Self-Determination Theory (SDT) to explain the role of customer motivation in the process of relationship development and performance. We started by using SDT to confirm the psychological side of relationship development in customer aspects. Then, this paper verified the relationships among environmental factors(informative communication, perceived personalization), relationship motivation(identified motivation, internal motivation) and relational factors(affective commitment, relationship strength). It suggested that customer's roles in psychological parts be inevitable in developing the relationship and it acquired by such stimulations from service providers. In conclusion, this paper has several marketing implications on customer acquisition and retention. For service providers, they should recognize the fact that a customer's perception of self-determination factors can generate tangible and intangible performance in relationship development.

• Management & Information Systems Review
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• v.30 no.2
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• pp.185-210
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• 2011

For many firms, customers are their most valuable assets. This is a shift in the interest of managers and researchers from a traditional focus on product management to a more recent focus on customer management. And they manage their customers with relationship marketing. Despite the recent academic interest in the study of customer equity, prior research has focused on brand equity and limited relationship mediated variate such as satisfaction, commitment and trust. This paper suggests customer equity drives with mediated variate and examines how relationship marketing can generate drives of customer equity and influence on customer behaviors. The results are like this. First, customer equity drives include value, brand and relationship equity and they mediate between relationship marketing activities and customer behaviors. Second, financial, social and structural activities have significant impact on repurchase, positive word of mouth, and cross purchase through customer equity drives. Third, this study tried to organize literature on customer equity systematically. It will become the foundation of follow-up studies.

• The Journal of the Korea Contents Association
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• v.12 no.3
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• pp.335-351
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• 2012

This study is an empirical analysis completed based on a survey of the members of major construction companies and is analyzed to verify the relationship between the ethical characteristics of major construction companies and firm's competitiveness and its effects. In this study, based on previous researches in domestic and foreign, the factors that are affected by the business ethics were analyzed, and the competitiveness of firms, which is a dependant variable, was divided into four different types: quality, price, sales, and promotion. The proposal and final conclusion regarding the relationship between job satisfaction and concentration was made after the investigation of research hypothesis. The conclusions described below:(By the Linear regression analysis) 1. The product competitiveness is affected by moral competence, will to act ethical management, transparency of fairness, customers, and social responsibility. 2. The price competitiveness is affected by will to act ethical management, transparency of fairness, customers, and social responsibility.

• Culinary science and hospitality research
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• v.20 no.4
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• pp.266-279
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• 2014

The purposes of the study are to segment the American family restaurant market based on relational benefits and to compare each group's demographics, dining characteristics, relationship quality(consumer identification, switching costs, satisfaction, commitment), and relational outcomes(positive word-of-mouth intentions and share of purchases). 510 responses were collected from American family restaurant customers and analyzed using frequency analysis, EFA, reliability test, cluster analysis, MANOVA, discriminant analysis, chi-square test, and ANOVA. The results of the study found three different types of relational benefits: confidence, special treatment, and social benefits. The results of cluster analysis identified three market segments, namely, high relational benefits consumers, medium relational benefits consumers, and low relational benefits consumers. The three groups were different in terms of age(p<0.05) and level of education(p<0.05). In addition, high relational benefits consumers showed a higher level of relationship frequency(p<0.001), relationship quality(p<0.001), and relational outcomes(p<0.001), followed by medium and low relational benefits consumers. Overall, the results indicated that family restaurants need to deliver excellent relational benefits to customers in order to achieve desired relationship quality and relational outcomes. Managerial implications were provided.

• Korean Security Journal
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• no.6
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• pp.47-65
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• 2003

In Korea, Private security companies has steadily grown and amounts to 2,051 places as of November 30, 2002. Private security in korea is carrying out firm name role assignment to have held the police and public peace environment change factors for a standard faithfully, and protects social a little property that is a basic purpose, and it is spare no efforts in loss prevention. In spite of numeral increase of private security companies, private security companies have many problem. Moreover, they mostly did not have any remarkable in-house expertises in their own business under tough conditions. Under the unfavorable circumstances including insufficient investment and education in private security guard, there have been actually little further studies on private security business in practices. So this study mainly focused on addressing the installation security business managed by authorized companies, which amount to 96%(1,963 companies) of total 2,051 domestic security companies. Furthermore, the study formulated and modeled a series of business procedures in private security companies. A series of business procedures of private security companies can be modeled as follows : Setting of a business scope and aim market ${\Rightarrow}$ Marketing, Contact from customers(On-line or Off-line) ${\Rightarrow}$ Diagnosis of security target ${\Rightarrow}$ Submission of security operational plan ${\Rightarrow}$ Estimation of security operational plan ${\cdot}$ decision ${\Rightarrow}$ Contract ${\Rightarrow}$ Employment, selection of security guards ${\Rightarrow}$ Nomination of security guard instructors ${\Rightarrow}$ Education & training of security guards ${\Rightarrow}$ subscribe to insurance of damage liability ${\Rightarrow}$ Commitment and placement of security guards ${\Rightarrow}$ Establishment and preparation of security planning ${\Rightarrow}$ Field management and procurement of relevant security service.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.32 no.2D
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• pp.175-182
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• 2012

Korea Train Express (KTX) is now leading the train industry, heralding a new renaissance of transportation and changing the old construction-oriented policy to one based on customers' needs that intends to offer better service in speed, convenience, and space creation around the railroad stations. These new policies aims to provide differentiated 'utility' based services, with the commitment to environmentally friendly 'green growth'. Nevertheless, the new policy has the unspecified 'public' as its target and tends to change bus users to train users rather than automobile users to train users. Furthermore, due to the heavy dependence on automobiles, there exists the definite limit of the new policy to attract the automobile users to train services. The purpose of this paper is to analyze the car dependence in Seoul metropolitan area. Based on the analysis using structure equation modeling, it can be described that environment consciousness and public satisfaction level affect on the car dependence. Author concludes that emotional marketing needs to go with utility marketing and Incentive marketing to weaken the heavy dependence on automobiles and to successfully prompt the change to train services.

• Journal of Korea Port Economic Association
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• v.34 no.4
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• pp.85-104
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• 2018

Globally, more than 90 percent of all international commerce takes place via sea freight. In terms of container cargo volume, Busan Port is the world's sixth largest port, given its geographical conditions. Regarding geographic advantages, a cargo-working operation that met customers' demand using a 24-hour operating delivery system also contributed to the growth of Busan Port as a global hub. However, research and studies on the working conditions for stevedores are lacking, even though the port industry relies heavily on human resources. Therefore, this study identifies the awareness of the working environment by cargo-working employees at Busan Port and their satisfaction level related to their working environment, such as working two shifts in a 24-hour period.

• Journal of Convergence for Information Technology
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• v.8 no.3
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• pp.99-105
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• 2018

The purpose to this study is to analyze the difference of trust toward Internet-only bank into two groups according to the gender. We specially examined whether there is any gap in the determinant of trust. For this, we attempted to analyze the significance of the difference in the path coefficients between the gender through latent mean and path analysis. As a results, the difference of the determinant of trust between the male and the female group occurred in the factor of benefit and security. Moreover, it reconfirmed that trust are later strongly extended to relationship commitment. These findings suggest that it's very important to establish a trust with customers.

• Journal of Distribution Research
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• v.15 no.1
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• pp.1-24
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• 2010

I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.