• 한국의류학회지
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• 제24권3호
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• pp.323-334
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• 2000

The purpose of this study was to develop service quality dimensions for fashion retail stores and to identify significant service quality dimensions influencing customers satisfaction for each fashion retail store. 687 young adults completed written questionnaires consisting of items related to service quality. For analysis of data, confirmatory factor analysis, one-way ANOVA, scheffe test, and stepwise regression analysis were applied. The results were as follows: 1. The service quality dimensions of fashion retail stores were tangibles, reliability, responsiveness, assurance, empathy, fashionability and variety, price, convenience, merchandise quality and credit card usability. Among those 10 main dimensions of service quality were grouped as experience attributes and search attributes. 2. In examination of the highest valuable service quality dimension based on the types of stores, imported fashion stores were evaluated the highest in terms of all factors except price, tangibles and credit card usability. 3. To predict consumer satisfaction, service quality dimensions such as reliability, responsiveness, assurance, empathy, fashionability/variety, price, convenience, merchandise quality and credit card usability should be considered.

• International Journal of Quality Innovation
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• 제7권2호
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• pp.125-140
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• 2006

One of the most important service industries that emerged in the last decade is "Higher Education". The most of the higher education institutes involve in marketing efforts to build up a good image, to improve the level of satisfaction of students and the stakeholders, to gain competitive advantage with respect to competitors and as well as to increase their market share. Within this intense competition universities should identify and meet the expectations of students to attract more and to retain the existing students. This study is to gain more insights into the dimensions of satisfaction of the university students and factors that affecting their judgments. SSI educational experience questionnaire is used to identify the importance and performance perceptions of students' in Eastern Mediterranean University among different dimensions and also study find out the difference between importance and performance scores of eleven educational experience dimensions. Results show that "Academic Advising", "Instruction Effectiveness", "Recruitment and Financial Aid" and "Student Centeredness" was very important to students. Study also provides managerial implications as well.

• 한국수학교육학회지시리즈A:수학교육
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• 제38권2호
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• pp.179-187
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• 1999

Math teachers are very short of computer tools and manipulatives to use in geometry classes of middle schools for the development of spatial abilities. At most they can ask student to make regular polyhedrons for helping the students to understand by concrete experience, but this experience is not enough to develop spatial abilities in spatial figures including the regular polyhedrons. This article is to introduce instructional materials for development of spatical ability in the regular polyhedrons using computer software, Geometer's Sketchpad. In this article, students can imagine the whole figure through the parts of a plane figure and think of the parts from the solid figure by free movement from 2 dimensions to 3 dimensions, or from 3 dimensions to 2 dimensions. Also, the instructional materials devised in this article will be good to enhance spatial abilities because the relation of 1-1 correspondence in the movement of the parts can be conserved and observed precisely, which is very hard to demonstrate and visualize by paper-and-pencil. It is recommended that this kind of materials should be developed in various ways for teachers to use them directly in their geometry classes.

• 벤처창업연구
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• 제7권4호
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• pp.33-40
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• 2012

본 연구는 관광상품의 주요 구성요소인 여행사에 대한 경험이 PAD모형에 따른 소비자의 감성 형성에 미치는 영향과 소비자의 감성민감도가 여행사 경험에서 유도되는 감성에 대한 조절적 역할을 분석하였고 여행사 경험에서 유도된 감성이 여행사에 대한 소비자의 태도와 재구매의도 형성에 미치는 차별적 효과를 검증하였다. 실증자료 분석으로부터 다음과 같은 연구결과를 얻었다. 첫째, 중요한 여행사 경험요소로 반응성, 정중성, 업무수행능력, 차별성 등 네 요소가 식별되었고 이들이 소비자의 경험이 즐거움-각성-지배(Pleasure-Arousal-Dominance: PAD) 정서를 차별적으로 유도한다는 가정이 실증적으로 확인되었다. 둘째, 정서에 관련된 주요 개인차 변수의 하나인 감성민감도(Affect Intensity)가 여행사경험에서 유도되는 정서 형성에 조절적 영향을 미치는 것으로 확인되었다. 셋째, 여행사 경험에서 유도된 정서는 각각 여행사에 대한 소비자의 태도 형성과 재구매의도 형성에서 차별적 영향을 미친다는 가정 역시 검증되었다.

• 한국콘텐츠학회논문지
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• 제16권4호
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• pp.123-131
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• 2016

이 연구는 미술관 관람객을 대상으로 실시한 설문 조사 분석을 통해 미술관의 관람 동기와 관람을 통해 지각된 체험의 질이 관람 만족에 미치는 영향을 파악하고자 하였다. 요인 분석을 통해 미술관 관람 동기가 '지식 추구', '휴식 추구', '문화 동경', '유대 결속'의 차원으로 구성됨을 밝혔으며, 지각된 체험의 질은 '심미/오락', '교육', '일상 탈출', '소속감의 4개 차원으로 구성됨을 확인하였다. 이어 회귀 분석을 통해 동기와 지각된 체험의 질이 만족에 미치고 있음을 발견하였다. 이러한 분석 결과를 토대로 만족도 제고를 통한 박물관 운영의 개선을 위한 방안이 논의되었으며 후속 연구를 위한 아이디어가 제시되었다.

• 간호행정학회지
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• 제8권1호
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• pp.107-121
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• 2002

The purpose of this study was to identify how nurse's image was perceived by nursing college students. The subjects included were 315 students experienced clinical practice during $20{\sim}22$ weeks and 134 students not with a total of 449 nursing students in Gwangju and Chonnam. The data were collected from November 21 to December 5, 2001 by the structured questionnaires. The research tool was measured by 30 items divided into four dimensions; traditional, professional, social and personal image of nurse. Cronbach $\alpha$ for the tool of nurse's image was 0.8960. The data were analysed by SPSS 8.0 for Windows program using frequency, percentage, mean, standard deviation, t-test, ANOVA and scheffe. The results of this study were as follows; 1. In the nurse's image related to general characteristics, there were significant differences for school graduation, applicative motivation, interpersonal relationship and image forming factor. 2. In the Image forming factors, nursing college students perceived the nurse's image by visiting hospital or admission(37.9%), watching TV(25.8) and others; nurses' appearance during clinical experience(16.3). 3. The mean score for nurse's image of clinical experience group (2.76$\pm$0.28) was lower than that of non-clinical experience group(2.89$\pm$0.31) in significance (t=4.319, p=0.000). 4. In the nurse's image according to clinical experience, there were significant differences for traditional, professional, social, personal image between two groups and the lower mean scores were found in the clinical experience group in all dimensions. The ranks of dimensions were professional image(3.08), traditional image(2.76), social image(2.65), the personal image(2.59) in clinical experience group, whereas professional image(3.21), traditional image(2.93), social image(2.75), personal image(2.71) for non-clinical experience group.5. The high score items of nurse's image were 'worthwhile work(3.48)', 'always working hard(3.30)', 'profession(3.17)', 'strong responsibility toward work(3.08)', 'have a high technical skill(3.05)' in clinical experience group and 'worthwhile work(3.69)', 'always working hard(3.28)', 'clean and decent(3.22)', 'profession(3.21)', 'have a bountiful professional knowledge(3.18)' in non-clinical experience group. 6. The highest mean score for nurse's image related to the image forming factors was 86.8 by novels or literature and the second highest was 84.3 by visiting hospital or admission. And others(mean=82.1)was the most negative nurse's image by clinical experience. In conclusion, nurse's image perceived by nursing college students will be the mirror of themselves. And clinical experience will be the important opportunity to form the professional image with white uniformed nurses in future. Therefore it is important for clinical nurses to play professional roles rightly so that nursing students could form positive nurse's image.

• 복식문화연구
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• 제24권6호
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• pp.709-724
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• 2016

The purpose of this study is to develop a multi-dimensional scale measuring consumers' perceived challenge in shopping fashion products online, and to verify its validity and reliability. Relevant literature is first reviewed to identify possible dimensions of perceived challenge. Next, Study 1 is conducted in order to explore the dimensions empirically and to see whether the dimensions that emerged were consistent with prior findings. A total of 190 responses to an open-ended question was qualitatively analyzed by using content analysis. The findings of Study 1 generate 26 items reflecting four dimensions (i.e., product knowledge, previous experience, website functionality, and product availability), which correspond to the dimensions suggested in literature review. Study 2 is subsequently conducted to refine the items so that the perceived challenge scale establishes cross-validation, convergent validity, discriminant validity, reliability, and predictive validity. A total of 238 responses is quantitatively analyzed by using exploratory factor analysis, confirmatory factor analysis, and structural equation modeling. In the results of Study 2, the perceived challenge scale is found to consist of a total of 16 items reflecting three dimensions: E-commerce Challenge (corresponding to Previous Experience reported in Study 1), Retailer Challenge (corresponding to Website Functionality), and Product Challenge (corresponding to Product Knowledge); all Product Availability items have been eliminated through the item refinement process. Specifically, E-commerce Challenge and Retailer Challenge are found to predict flow, supporting flow theory, while Product Challenge fails to lead to flow significantly. Implications, limitations, and suggestions for future studies are also discussed.

• 한국프랜차이즈경영연구
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• 제11권1호
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• pp.19-29
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• 2020

Purpose - To understand the assessment basis of customers' coffee shop experience and give more practical advices to the franchised coffee shops which are poorly managed in the competitive market, this study identified factors to measure the quality of customer experience and explored the relationship between these factors and customer satisfaction and loyalty. Further, this study analyzed which role self-efficacy played in the structural relationship between the quality assessment factors, satisfaction and loyalty of franchised coffee shops. Research design, data, methodology - The data were collected from respondents who had visited franchised coffee shops within the previous month through online survey. The questionnaires were surveyed from February 11 to February 14, 2019. A total of 318 responses were collected after excluding four of incomplete or uncandid responses. A structural equation modeling approach was used to examine the proposed hypothesis and a confirmatory factor analysis was employed to verify the four dimensions of quality assessment. Results - The findings of this study are as follows. First, the three of quality assessment variables significantly influenced on satisfaction except environmental quality. Second, economic and service quality significantly influenced on self-efficacy but environmental and menu quality didn't. Third, satisfaction significantly influenced on loyalty but not on self-efficacy. Fourth, self-efficacy significantly influenced on Loyalty. Conclusions - This study identified the four dimensions to assess the franchised coffee shop service - menu, environment, service and economic quality and verified these four dimensions are valid as indicators to measure the quality of customers' coffee shop experience. Further, by empirically testing the structural relationships among these quality assessment dimensions, satisfaction, self-efficacy and loyalty, this study provided theoretical foundations to explore the relationship between customer and the franchised stores in restaurant businesses. For the industry, the study findings showed that customers highly appreciated menu and economic quality of the service rather than the stores' interior. This indicate that the franchised coffee shops need to focus more on the basics of coffee such as taste and menu variety and economic value than the decoration of the store, which are often over-invested nowadays.

• Asia Marketing Journal
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• 제12권2호
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• pp.53-81
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• 2010

소비자체험에 대해 기업들과 학자들이 많은 관심을 가져 왔지만 브랜드로부터 유발된 총체적인 체험에 대해서는 제한적으로 연구가 진행되어 오고 있다. 구매의사결정의 모든 과정에서 다양한 체험이 이루어질 뿐만 아니라 브랜드 아이덴티티와 브랜드 커뮤니케이션과 같은 브랜드 체험제공 수단들을 통해서도 소비자체험이 유발될 수 있음에도 불구하고 이러한 총체적인 체험에 대한 논의가 부족하였다. 따라서 본 연구는 기존 문헌들을 토대로 브랜드 체험을 개념화하고 브랜드 체험의 유형을 고찰하고자 하였다. 또한 브랜드의 총체적 체험은 소비자와 브랜드의 정서적 유대관계에 영향을 미칠 것이라 가정하고 그 효과를 규명하고자 하였으며, 브랜드 애착이 브랜드 몰입에 미치는 효과도 함께 검증하였다. 연구결과에 의하면 브랜드 체험의 네 가지 유형 가운데 감성적 체험, 행동적 체험, 그리고 지성적 체험이 브랜드 애착에 유의한 영향을 미치는 것으로 나타났으며 특히 행동적 체험의 영향력이 가장 높은 것으로 밝혀졌다. 반면 브랜드의 감각적 체험은 브랜드 애착에 유의한 영향을 미치지 않는 것으로 나타났다. 또한 브랜드 애착의 열정과 자아연관은 브랜드 몰입에 유의한 영향을 미친 반면에 애정은 브랜드 몰입에 유의한 영향을 미치지 않은 것으로 나타났다. 실증분석을 바탕으로 소비자와 브랜드간의 강력한 정서적 유대관계를 형성하기 위해서는 소비자들이 브랜드로부터 감성적, 행동적, 그리고 지성적 체험을 경험해야 하는 것으로 해석할 수 있다. 또한 소비자들이 체험 브랜드와의 관계를 유지하기 위한 의지를 형성하기 위해서는 애정과 자아연관으로 구성된 애착이 선행되어야 함을 알 수 있다.

• 한국과학예술포럼
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• 제20권
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• pp.135-146
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• 2015

The purpose of this research is to highlight the importance of customer experience relating to servitization of manufacturing and to develop an index to analyze customer experience management. It occurred that customer experience management analysis should perform in diverse dimensions to get higher customer satisfaction. Following to this idea, new idex is designed : CEMC(Customer Experience Management Competency scale). CEMC includes three parties which are internal expert, external expert and customer, as evaluators of the appraisal. Each evaluator participates in the inspection about customer experience management through a questionnaire which composed four sections : Product and service, Business process, Culture and Asset. Researchers apply this index to one small manufacturing business and analyze the state of customer experience management. The result would be a reference for building strategy and align inside organization.