• 한국관광식음료학회지:관광식음료경영연구
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• 제17권1호
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• pp.21-40
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• 2006

This researches aimed to find out the influence of Attribution making Image of hotel on Brand Loyalty at the Service Encounter. To achieve its goal, variables corresponding to the actual circumstances of hotels have been sampled on the basis of documentary studies. In addition, the research model, hypothesis, range of the research, and samples were selected and set up. Bellow Theoretical Results show us how effectively hotel's Image properties attributed at the Service Encounter can affect in making the Image of hotel positively and form the higher Brand Loyalty. Brand Loyalty can not be established at a time. Hotel's marketer will have to trace every single change of Band Loyalty through Marketing Research and Maintain a dominant position through a continuous relationship with guests.

• 경영과정보연구
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• 제33권3호
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• pp.105-128
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• 2014

본 연구는 서비스 실패 상황에서 고객의 역할(관계의 질, 고객참여)이 회복공정성 지각에 따른 긍정적 감정, 회복과정에서의 접점만족, 회복만족에 어떤 영향력을 제공하면서 조절역할을 하는지 살펴보는 것이다. 기존의 서비스 실패와 회복에 대한 연구가 서비스 기업의 관점에서 제시되어 왔던 연구의 한계에서 벗어나 '고객의 역할(관계의 질, 고객참여)'이 서비스 실패와 회복에 이르는 과정에서 어떤 영향력을 제공하는지, 그리고 서비스 기업에게 어떤 완충역할을 할 수 있는지를 다차원적으로 살펴봄으로써 이론적, 실무적으로 의미있는 결과를 도출할 수 있을 것으로 판단된다.

• 한국식생활문화학회지
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• 제21권5호
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• pp.524-535
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• 2006

The purpose of this study was to identify the differences of cognitive responses, emotional responses, customer satisfaction, and service loyalty about service encounter quality by types of restaurants and to analyse emotional responses, customer satisfaction, and service loyalty in accordance with level of service encounter quality. The questionnaire were collected from customers (N=812) who had used restaurants in Seoul, aiming at 15 or more-year-old customers from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant difference was showed in importance and performance of interaction quality, importance and performance of physical environment quality, performance of outcome quality depending on types of restaurants, while significant difference was not indicated in importance of outcome quality by types of restaurants. Positive emotional response was significantly high by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants, while negative emotional responses were significantly higher in fast-food restaurants than in the other two types. As far as Customer satisfaction are concerned, fine-dining restaurants showed higher customer satisfaction than the other two types. Attitudinal service loyalty was high in fine-dining restaurants, family restaurants and fast-food restaurants in order and behavioral loyalty was not significantly different with each type of restaurant. In accordance with level of service encounter quality, cluster analysis was conducted and the clusters were divided into 'high-valuation' and 'low-valuation'. 'High-valuation cluster' and 'low-valuation cluster' showed significant difference depending on types of restaurants that customers used(p<.001). The customers who used fine-dining restaurants and family restaurants valued the performance of service encounter highly. However, in fast-food restaurants, a lot of low-valuation customers existed. Therefore, fast-food restaurants have to improve performance of interaction quality, outcome quality and physical environment quality in service encounter. In addition, in 'high-valuation cluster' who valued service encounter quality highly showed higher scores in positive responses, customer satisfaction, service loyalty than in 'low-valuation cluster', and showed low negative responses.

• 경영과정보연구
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• 제38권3호
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• pp.81-96
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• 2019

서비스는 생산과 소비가 동시에 일어나는 특징으로 인해 고객이 서비스의 전달 및 생산과정에 직접적으로 참여해야 한다. 이러한 이유로 고객참여라는 변수는 서비스마케팅 분야에서 많은 실증적 결과들을 집적 해오고 있다. 최근 고객참여관련 연구들은 고객참여의 관계마케팅적 요소에 주목하고 있으며, 실증적으로 고객참여의 관계적 가치와의 관련성을 규명하고 있다. 즉, 고객참여도 관계속에서 이해되어야 한다는 것이다. 본 연구는 기존의 잘 알려진 고객참여와 관계형성의 토대라고 할 수 있는 접점만족의 영향관계에서 추가적으로 관계의 역동성을 고려한 몰입속도와 고객참여가 관계속에서 이해되어야 한다는 점을 고려한 고객참여속도라는 변수들의 접점만족과의 관계를 다중회귀분석 및 위계적 회귀분석을 통해 규명하고자 한다. 연구의 결과, 고객참여는 접점만족에 직접적으로 긍정적인 영향을 미치는 것으로 확인되었으며, 몰입속도 및 고객참여속도 역시 접점만족에 유의한 영향이 있는 것으로 나타났다. 그러나 고객참여의 접점만족에의 영향을 조절할 것으로 기대한 부분은 모두 기각되었다. 조절적 역할을 규명하는 데는 실패하였으나, 관계의 역동성을 고려한 변수들이 서비스 산업에서 중요한 접점만족에서 비롯되는 다양한 변수들에 어떠한 영향관계를 가질 수 있는지에 대해 다양한 서비스 유형에 적용함으로써 연구의 폭을 넓힐 수 있는 계기를 마련하였다고 볼 수 있다.

• 한국콘텐츠학회논문지
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• 제22권5호
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• pp.456-477
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• 2022

본 연구에서는 전체 장애인의 50%를 차지하고 있는 지체장애인, 뇌병변 장애인을 중심으로 장애인들이 엔카운터 집단상담 을 통해 임파워먼트 된 경험을 분석하여 향후 다수의 장애인들이 임파워 할 수 있는 실질적인 개입전략의 기초자료를 제공하는데 목적이 있다. 연구문제는 첫째, 장애인들은 엔카운터 집단 상담을 통해 임파워먼트 경험을 하였는가? 둘째, 장애인들은 엔카운터 집단상담을 통해 어떠한 임파워먼트를 경험하였는가? 이다. 또한 엔카운터 집단프로그램을 통한 장애인의 임파워먼트 경험을 질적으로 평가하고자 프로그램의 참가자들을 대상으로 포커스그룹 인터뷰를 실시하였다. 연구대상은 서울에 위치하는 장애인 자립센터에서 2015년부터 2019년까지 엔카운터 집단상담을 받았던 지체장애와 뇌병변 장애를 가진 장애인들이었다. 자료분석 결과, 7개의 범주, 17개의 하위범주가 도출 되었으며 1) 자기와의 관계 회복 2) 타인과 새로운 관계 형성 3) 사화와의 연대감 실현의 세주제로 묶을 수 있었다. 이를 통해 엔카운터 집단상담 프로그램이 장애인의 개인적, 대인 관계적, 정치사회적 임파워먼트에 미치는 영향에 초점을 두어 연구결과를 논의 하였고 마지막으로 연구의 제한점 및 후속연구를 위한 제언점을 제시하였다.

• 한국군사과학기술학회지
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• 제16권3호
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• pp.332-339
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• 2013

The network nodes in a tactical network moves continuously and due to the physical and electronic obstacles, the connections are not always available. Due to the frequent disconnections, it is hard to discover the path among the nodes in a DTN. According to PROPHET(Probabilistic Routing Protocol using History of Encounters and Transitivity), one of the most well-known DTN routing protocols, a DTN node determines whom to forward a packet according to the packet delivery probability. From the viewpoint of a node, the packet delivery probability of another node is degraded while the nodes are disconnected whereas it is improved when they encounter. In this paper, we enhance the algorithm estimating the packet probability by considering the encounter count as an additional parameter. Our algorithm prefers the node that encounters the destination more frequently in selecting the next hop toward the destination. We evaluated the performance of our algorithm by simulating military operations using a DTN-dedicated simulator. Through the simulations, we show that our proposed algorithm achieve higher packet delivery ratio with similar overhead compared with PROPHET.

• 한국콘텐츠학회논문지
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• 제9권5호
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• pp.304-313
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• 2009

호텔기업은 다양한 욕구를 가진 고객들의 욕구를 충족시키기 위해서 빈번한 인카운터를 하는 특성을 갖고 있다. 호텔기업에서 고객과의 서비스 인카운터 중에서 대인 서비스 인카운터는 고객이 지각한 서비스 가치와 고객이 갖는 재구매 의도 등의 성과지표에 근간을 이루는 중요한 개념이다. 이에 따라 본 연구는 호텔을 이용하는 고객을 대상으로 하여 대인 서비스 인카운터가 호텔기업의 대표적인 성과지표인 서비스가치와 재구매 의도에 직접적인 영향을 미치는 것을 밝혔다. 이러한 연구 결과는 호텔기업의 마케팅 전략 수행에 있어 대인 서비스 인카운터의 중요성, 높은 수준의 서비스 가치를 제공하면 다수의 재구매 고객을 확보할 수 있다는 측면에서 새로운 시사점을 제공하는 것이라고 사료된다.

• 한국경영과학회지
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• 제29권4호
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• Journal of Forest and Environmental Science
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• 제33권3호
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• pp.239-242
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• 2017

Although camera traps have been widely used to understand the abundance of wildlife in recent decades, the effort has been restricted to small sub-set of wildlife which can mark-and-recapture. The Random Encounter Model shows an alternative approach to estimate the absolute abundance from camera trap detection rate for any animals without the need for individual recognition. Our study aims to examine the feasibility and validity of the Random Encounter Model for the density estimation of endangered leopard cats (Prionailurus bengalensis) in Maekdo riparian park, Busan, South Korea. According to the model, the estimated leopard cat density was $1.76km^{-2}$ (CI 95%, 0.74-3.49), which indicated 2.46 leopard cats in $1.4km^2$ of our study area. This estimate was not statistically different from the previous leopard cat population count ($2.33{\pm}0.58$) in the same area. As follows, our research demonstrated the application and usefulness of the Random Encounter Model in density estimation of unmarked wildlife which helps to manage and protect the target species with a better understanding of their status.

• Asian Journal for Public Opinion Research
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• 제5권2호
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• pp.84-103
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• 2018

This paper is built upon an attempt to answer the question: "What can be done to facilitate social integration between the elderly of Bagac, Bataan and the communication students of St. Paul University Manila?" The research was designed as a qualitative inquiry that involved an outreach activity by 24 dominantly female students of Development Communication to the senior citizens of Bagac, Bataan (Philippines) and a reflection period involving the students. The students were tasked to pay special attention to the digital engagements and/or disengagements of the elderly to allow them to learn more about the difficulties and potential of using social media in development-related projects involving senior citizens. The actual two-hour encounter involved socialization between the elderly and the students. The students, prior to the encounter, were tasked to generate the funds, use them to acquire and prepare the gifts, develop the program during the actual encounter based on research-based guidelines, and photo document the entire activity. They were given guide questions for reflections a week after. The reflections were thematically analyzed and revealed that in order to facilitate greater social integration between the elderly and the communication students. The university should address the health and digital aversion issues that intensify the sense of isolation of the elderly experience daily. This can be done by enhancing the communication skills of the communication students in 16 areas.