• 유통과학연구
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• 제19권12호
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• pp.83-89
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• 2021

Purpose: Purpose of this study is to empirically analyze influence of global competitive capability on global performance of distribution industry in South Korea. Also based on the empirical results, give managerial implication to distribution industry and contribute to academies of management. Research design, data and methodology: This study focuses on relationship analysis between global competitive capability and global performance. This study measured global competitive capability with three concepts; human capability, network capability and product/service capability. And measured global performance with export performance. To empirically analyze relationship between variables, this study used 2,316 data of GCL Test by KOTRA and Kdata. This study used SPSS26 and analyzed frequency, reliability, correlation and stepwise regression analysis. Results: Result shows that, in control variable, business period and business field give significant positive influence on export performance. Among antecedents, human capability and network capability give significant positive influence on export performance. However, product/goods/service was not significant. Due to significant influence of business field which is categorical variable. This study additionally analyze relationship by business field group to confirm whether relationship differ by group or similar. Conclusions: Based on the results, this study try to give implication to distribution industry management and contribute to academic.

• Asia Marketing Journal
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• 제17권2호
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• pp.97-125
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• 2015

In this study, we tried to evaluate the relative importance and find out the differences in consumer perceptions regarding service recovery strategies and the service provider in the distribution industry by using AHP (Analytic Hierarchy Process) analysis method. Therefore in this study, we tried to systematize various recovery strategies which were considered very important during service failure process in the distribution industry and analyze the relative importance for each recovery strategy. We set hierarchy composed of four items of monetary, action-oriented, psychological, and assured level as primary selection criteria and a total of 16 items(indemnity, refund, gift, gift certificate, prompt resolution, exchange, manager support, explanation, apology, empathy, acknowledge, kindness, assortment, after service, manage subcontractor, manage employee) as secondary selection criteria. We tried to take one step further from the service sector and study service recovery strategies specialized in distributor services. This study suggests various implications about service recovery strategies of distributors. First, this study can provide practical implications - e.g. service recovery efforts should be applied differently depending on service channels. There is a perceptual difference with respect to the importance of the types of service recovery strategies between service provider and final customer. Second, we can find theoretical implications in terms of identifying the priorities through hierarchy design of new recovery strategies and comparison of each element from the classifications of the current fractional recovery strategies. We hope to help service providers to build more efficient recovery strategy system based on the results of this study.

• 품질경영학회지
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• 제47권3호
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• pp.641-659
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• 2019

Purpose: Recently, the managing customer complaints properly has emerged as key source of competitive advantage in the large distribution industry. Effective customer complaint management helps firms minimize service failures and incense the capability to respond to customer's needs. Despite this importance, the in-depth prior study of a firm's service failures is very limited. Therefore, the actual service failure cases of large discount stores in Korea were analyzed in this study, and the types of service failures that occur at the service interface were identified. Method: Specifically, a total of 48,307 cases of customer complaints that have occurred in the past three years were collected from 1 January 2016 to 31 December 2018. Using 7 dimensions of service marketing mix. we have classified and analyzed systematically the service failure cases collected. Results: Among the cases of service failures, 34,921 (72.3%) cases were involved with the product factor, followed by 6,152 (12.7%) cases with person factor and 5,392 (11.2%) cases with process factor. Conclusion: By linking the main causes of service failure with the service marketing mix variables, this research presented a more systematic analytic model and verified by applying it to large domestic distribution company. Understanding the main factors affecting customer complaints n the large distribution industry can provide managers useful information and insight who want to achieve an effective customer complaint management.

• 유통과학연구
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• 제22권4호
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• pp.79-89
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• 2024

Purpose: This study aims to enhance airport service quality by examining their impact on brand image, advocacy, and mediating brand trust in the aviation service distribution sector. Research Design, Data, and Methodology: Using existing literature, we propose a structural model exploring the relationships between key components which are service quality, brand trust, brand Image and brand advocacy. An online survey, based on prior literature, was administered to 287 Koreans who have experienced using facilities or services at Incheon International Airport (IIA). Statistical analysis employed confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results: Research findings show significant impacts of airport service quality on brand trust. Increased brand trust positively influences airport brand image and advocacy. Conclusion: The study emphasizes the aviation industry's potential to boost brand trust through improved airport service quality via users' interactions. Service quality is critical factors in building brand trust. The findings emphasize the critical role of service quality in fostering brand trust. It underscores the importance of user's satisfaction with service quality in fostering brand trust which can lead to brand image and brand advocacy. The aviation industry should formulate policies and strategies to enhance brand trust improved service quality, thereby improving brand image and brand advocacy.

• 품질경영학회지
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• 제42권4호
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• pp.665-684
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• 2014

Purpose: The purpose of this study was to test and verify on the interrelationship among Service Quality, and Customer Satisfaction and Customer Loyalty in the Humidifier Goods industry. Especially, we study on the relative importance of each CS variables by distribution channel. Nowadays, most of manufacturing companies are proceeding the product servitization, which is combined service contents with product characteristics in the field of manufacturing industries. Methods: We surveyed humidifier purchaser about the some of CS variables and analyzed it using SPSS 21.0 and AMOS 21.0 as a statistical analysis tool. We use the frequency analysis, confirmatory factor analysis, multi-regression analysis and structural equation modeling analysis for our empirical study. Results: As the result of study, we find that Service Quality(SQ) influence Customer Satisfaction(CS) and CS influence Customer Loyalty(CL). Also, we verify that CS works mediate interaction on the effects between SQ and CL. And there are the significant relative effect of SQ to Customer Satisfaction in some of distribution channel. Conclusion: Finally, we make certain that the market size of the Humidifier goods industry will be increased rapidly. And the distribution channe l is more important to medium and small-sized enterprise. So, we have to pay attention to the study on the distribution channel of the Humidifier goods industry. And then, we expect more researches and studies on Service Quality and Customer Satisfaction in the field of manufacturing industries.

• 한국유통학회지:유통연구
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• 제3권1호
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• pp.31-54
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• 1998

The purpose of this research is three-fold; 1, establish the causal model of market-orientation, customer satisfaction, employee satisfaction and firm's perfor-mance. 2. testify the hypothesis derived by the model on a service industry of fastfood franchise. 3. develop the diagnostic tool for managing the service firm from the perspective of CS. The results show us; 1. customer satisfaction increases the performance of franchise store. 2. employee satisfaction does not necessarily increases customer satisfaction in a short-run, however the long-run impact of employee satisfaction on customer satisfaction is conjectured to be increased. 3. Satisfaction Portfolio Analysis can be utilized as management tool to improve the customer satisfaction and employee satisfaction for service industry.

• 대한안전경영과학회지
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• 제6권1호
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• pp.125-133
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• 2004

Greeting the globalization and information period of 21C, the improvement of the distributional system structure and modernization of publishing distribution are the seriously required periodic assignments for the publishing industry that is a national knowledge and culture industry to be equipped with the core competitiveness. First, it is to found a large distributional organization that is able to provide total logistics services in time that is essential to the publishing company and bookstore. Second, it is to have a logistics service to act up to the variable requirements of customers such as publishing companies and bookstores under the rapidly changing distribution environment. Third, it is to provide the standardized information of publishing distribution. It is needed to establish a total distributional center in collaboration to satisfy the requirements of publishing industry as above. By doing this work, structure of the publishing distribution system can be improved and its constitution can be strengthen, and it is possible not only to construct a stable supply system but also to realize an information-based system in the publishing industry with the construction of information system and its utilization. Furthermore, the application of RFID in the publishing distribution is essentially required to provide the symbolic model and logistics infrastructure into the 'Paju publishing culture information industrial complex'. It could be possible by growing the international recognition regarding distribution environment and strengthening the international competitiveness in the period of the ""Open door".

• 유통과학연구
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• 제17권12호
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• pp.43-54
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• 2019

Purpose: Marine transportation companies must improve service quality to secure competitive advantage and continuous relationships with customers. This study explores the value and necessity of service quality in the industry by empirically identifying the factor that would have the largest effect on the improvement of service quality, also examining whether such improvement may actually influence continuous relationships. Research design, data and methodology: Based on an online survey with those in the Korean marine transportation industry, this study conducted statistical analyses using structural equation modeling. Based on relevant previous studies, the current study constructed a total of 55 survey questions. Finally, 281 questionnaires were collected, but 68 were excluded owing to invalid responses. Results: Information service attribute had the largest effect on service quality, whereas communication did not demonstrate a significant influence. In addition, distribution and information services exerted a positive effect on service satisfaction through service quality, and finally influenced relationship continuity. Conclusions: The results shows that marine logistics service quality strategies which were centered on time or local factors, should be considered in terms of the development of innovative services. In particular the improvement of information service systems and strategies in changed business environment.

• 연구윤리
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• 제5권1호
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• pp.7-11
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• 2024

Purpose: This study seeks to discuss research ethics, not only the academic honesty and sincerity that researchers who study aviation services academically should have, but also the direction of the moral aspects that are fundamentally required as researchers. Additionally, this study seeks to examine the realistic problems of research related to the aviation service industry, a field of social science. Lastly, focusing on research ethics in the aviation service field, we will look at the theoretical background and the problems in the actual research field, and draw implications based on this. Research design, data and methodology: This study conducted an exploratory study through a selection process based on research ethics topics and research ethics related to the aviation service industry. Results: Efforts to systematize research ethics in research areas related to the aviation service industry, which is a field of social science, require efforts to expand the scope of systematization of research ethics related to the aviation service industry by referring to systemization efforts in other academic fields. In addition, specific systemization efforts will be needed through cooperation between universities, research institutes, and academic organizations. Also, concrete systematization efforts will be needed through cooperation between universities and academic organizations.

• 유통과학연구
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• 제15권8호
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• pp.47-54
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• 2017

Purpose - According to agency theory, managers have incentives to adjust firm revenues to meet earnings expectations or delay bad news disclosure because of performance-based compensation and their reputation in the market. When the bad news accumulates, stock prices fail to reflect all available information. Thus, market prices of stocks are higher than their intrinsic value. After all, bad news crosses the tipping point, it comes out all at once. That results in stock crashes. Auditors can decrease stock crash risk by reducing agency costs through their informational role. Especially, stock price crash risk is expected to be lower for firms adopting high-quality audits. We focus on distribution and service industry to examine the relation between audit quality and stock price crash risk. Industry specialization and auditor size are used as proxies for auditor quality. Research design, data and methodology - Our sample contains distribution and service industry firms listed in KOSPI and KOSDAQ during a period of 2004-2011. We use a logistic regression to test whether auditor quality influences crash risk. Auditor quality was measured by industry specialist auditor and Big4 / non-Big4 dichotomy. Following the approach in prior researches, we use firm-specific weekly returns to measure crash risk. Firms experiencing at least one stock price crash in a specific week during year are classified as the high risk group. Results - The result of analyzing 429 companies in distribution and service industry is summarized as follows: Above all, it is shown that higher audit quality has a significant negative(-) effect on the crash risk. Crash risk is alleviated for firms audited by industry specialist auditors and Big 4 audit firms. Therefore, our results show that hypotheses are supported. Conclusions - This study is very meaningful as the first study which investigated the effects of high audit quality on stock price crash risk. We provide evidence that high-quality auditors reduce stock price crash risk. Our finding implies that the risk of extreme losses can be reduced through screening of high-quality auditors. Therefore investors and regulators may utilize our findings in their investment and rule making decisions.