• 경영과학
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• 제30권1호
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• pp.1-14
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• 2013

We conduct the future studies suggested by Park and Seo [3]. They considered a seat inventory control problem in which flights depart sequentially during a similar time-interval and passengers purchase available seats depending on individual customer choice behavior. Customer choice behavior can lead to one among a horizontal shift, a diversion-up, and a booking loss when a desired fare class is unavailable. We investigate how seat availability calculation method, booking limit control mechanism, seat inventory capacity, number of booking class, type of seat demand influence on revenues in an airline industry through thorough computer simulation experiments.

• 한국조리학회지
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• 제7권2호
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• pp.1-24
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• 2001

A Study on the strategic methods for internal marketing of Family Restaurant. We know that customer satisfaction in measuring the effect of marketing performance on employees in service industry. There are four strategies of internal marketing for service-employee, which are participation-promotion and manner-management of employee, classification to employee, communication strategy, motivation environment for employee. First, communication, sales and service technology of employee can be developed and improved through the education and training. Second, company can make better achievement by classifying life-style and individual desire. Third, communication strategy can improve service quality by development of team-work through the confidence and joint-responsibility. Fourth. the company make environment which employee can compete by offering incentive fairly and properly. In the conclusion, when employees serve customers in a depressed attitude, they neglect service process and bring about customer non-satisfaction. This have negative effect on external customer satisfaction in the short term. And so that customer-satisfaction can't exist without employee-satisfaction. that is job-satisfaction is the goal of company. therefore study about internal marketing action should be go on.

• 한국의류학회지
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• 제32권9호
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• pp.1356-1365
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• 2008

As Korean retailers are expanding their return policies, customer abuse and fraud behaviors are increasing. This study attempts to understand customers' unethical return behaviors in the Korean retailing. As an exploratory approach, the study identifies behavioral patterns of unethical returns from retail employees' perspectives. A total of 168 cases collected from 112 individual interviews with retail employees are qualitatively analyzed. Unethical return behaviors are categorized into five groups: lenting/deshopping, product defects with customer faults, unreasonable compensation demands, selfish behaviors, and problem behaviors in the service encounter. The study indicates that a variety of unethical return behaviors are observed despite a short history of return policy in Korea, and renting/deshopping and product defects with customer faults are the most prevalent return abuse behaviors.

• 한국방재학회:학술대회논문집
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• 한국방재학회 2009년도 정기 학술발표대회
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• pp.26-35
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• 2009

Efficient recovery assistance for individual households is one of the inevitable issues in management after a disaster. Discussion on how the assistance should be provided to them, however, has been put aside whereas amount or contents of it have been disputed every time a disaster happens. Public support system in a time of disaster in Japan is very complicated because many laws are related to recovery support and each law covers just a part of total recovery needs of affected household. It is difficult to see whole picture of the system for affected households. Therefore, households must have many interactions with various sections in charge of particular assistance service to know the contents of each assistance and requirements to receive it to decide combination of supports they use. It is crucial for efficient recovery assistance operation to manage those customer relations since considerable part of troubles in individual recovery came from failure in each interactions caused by lack of common understanding on each recovery process between them. In this paper, I want to introduce how support system in Japan is fragmented, a case of Anamizu town which adopted a customer-oriented framework of information management system for their assistance operation after Mar. 2007 Noto peninsula earthquake and what was learned from the case.

• The Journal of Asian Finance, Economics and Business
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• 제8권5호
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• pp.1091-1097
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• 2021

The purpose of this research was to investigate the relationship between employee engagement and individual performance outcomes (including growth, achievement, contribution, and customer satisfaction) in large firms in Thailand, which is rapidly growing as an international business hub. The study took place in Thai offices of multinational corporations, whose performance is both very important for Thailand's overall economy and for the firm's continued presence in Thailand. The study was conducted using a survey methodology. A convenience sample of employees of multinational corporations (n = 423) completed a survey on employee engagement and individual performance outcomes. The data were analyzed using linear regression analysis. The results showed that there was a significant, positive relationship between employee engagement and all four performance outcomes that were targeted. The strongest effect was observed for achievement (β = 0.899), followed by growth (β = 0.887), contribution (β = 0.872), and customer satisfaction (β = .867). These findings indicate that employee engagement is a significant and strong factor that determines the individual performance of employees of multinational corporations. This implies that companies do need to consider how to promote employee engagement. There were some limitations, especially social response bias and the self-reported nature of performance, that limit these findings.

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.517-526
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• 2020

This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.

• 한국조리학회지
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• 제14권2호
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• pp.181-192
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• 2008

The objective for this study was to clarify the relationships between perceived value, customer satisfaction, switching intention, and loyalty for foodservice. A total of 258 questionnaires were completed. Structural equation model was used to measure the causal effect. Results of the study demonstrated that the confirmatory factor analysis result for the data also indicated good model fit. The unrestricted model yielded a significantly better fit to the data than the restricted model. The influences of perceived value on customer satisfaction, switching intention and loyalty were statistically significant. The influences of customer satisfaction on switching intention and loyalty were statistically significant. Moreover, customer satisfaction played a mediating role in the relationship between perceived value and switching intention. Customer satisfaction also played a mediating role in the relationship between perceived value and loyalty. The obvious implication is the need for further consideration of similar composite models. The possible moderating effects of such individual characteristics as risk aversion, involvement, and experience/expertise, or switching cost might be relevant pursuits in future research. Finally, this research illuminates the need for additional research that considers the effect of perceived value and satisfaction on customers' decision-making and corporate profits.

• 한국의상디자인학회지
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• 제26권1호
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• pp.111-126
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• 2024

The purpose of this study is to analyze the mediating effect of flow in the quality of customizing e-services and customer loyalty, with a view to providing a realistic strategy for the development of fashion customizing services. For this study, a total of 489 adult women in their 20s and older participated in a survey, and the responses were analyzed using SPSS 23.0 and AMOS 23.0 . The findings of the analysis were as follows. First, the ease of use, privacy, individual designs, order status, and accuracy of orders, which were the factors of fashion customizing e-service quality, had a significant and positive impact on flow. Second, the ease of use, order status, and order accuracy, which were the factors of fashion customizing e-service quality, had a significant and positive impact on customer loyalty. Third, the flow of the fashion customizing service had a significant and positive impact on customer loyalty. Fourth, in the relationship between fashion customizing e-service quality and customer loyalty, flow had a significant mediating effect. The findings of this study are expected to be useful data for the fashion industry providing a set of criteria for optimized customizing e-services for customers.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2003년도 춘계종합학술대회논문집
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• pp.340-343
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• 2003

본 논문에서는 고객 선호도에 맞는 상품 및 서비스만 제공하여 불필요한 정보를 접하지 않게 하여 보다 효율적인 정보를 제공하는 시스템을 구축하고 실험을 통해서 CPU 평균 부하, EB 응답시간 면에서 기존 방법보다 우수한 것으로 검증하였다.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2003년도 춘계종합학술대회논문집
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• pp.372-375
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• 2003

본 논문에서는 고객 선호도에 맞는 상품 및 서비스만 제공하여 불필요한 정보를 접하지 않게 하여 보다 효율적인 정보를 제공하는 시스템을 구축하고 실험을 통해서 CPU 평균 부하, EB 응답 시간면에서 기존 방법보다 우수한 것으로 검증하였다.