• Asia Marketing Journal
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• v.17 no.2
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• pp.73-96
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• 2015

This paper investigates how servicescape perception influences customer experience quality in hedonic service settings. In addition to the direct effect of servicescape quality on customer experience quality, the indirect effects of servicescape quality on customer experience quality via employee-to-customer interaction quality and peer-to-peer interaction quality are also investigated. We collected data through a self-administered survey. The proposed relationships were tested using structural equation modeling. The results show that servicescape quality influences customer experience quality both directly and indirectly through employee-to-customer interaction quality and peer-to-peer interaction quality, and customer experience quality influences customer loyalty. Additionally, we find that the indirect path via peer-to-peer interaction quality is significant only in a low-satisfaction customer group. The indirect effect of servicescape quality perception through peer-to-peer interaction quality is significant only in low-satisfaction customer groups. Therefore, if evaluations for this indirect effect fall below an acceptable level, it should be addressed first before improving on other attributes. However, after this point, further improvements offer few if any gains; therefore, service firms should allocate their resources to quality improvements to other factors. This study is the first to investigate the indirect effects of servicescape quality on customer experience quality via peer-to-peer interaction quality in hedonic service settings. Additionally, this study demonstrates that the significance of this indirect effect applies only to a low-satisfaction customer group.

• Journal of Distribution Science
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• v.21 no.12
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• pp.91-102
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• 2023

Purpose: This study analyzed the structural relationship between interaction quality and relationship satisfaction, towards providing managerial implications for effective relationship management in the B2B market. Research design, data and methodology: The following survey was conducted only if respondents had used the airline's B2C more than twice. A total of 398 copies were collected and empirical analysis was conducted using AMOS 18.0 and PASW 18.0. Results: The flexibility, quickness, and fairness that make up the interaction quality in airline B2C have been shown to have a significant impact on trust, relationship performance and relationship satisfaction. Conclusions: Usefulness, quickness, and fairness, which are sub-variables of airline B2C mutual quality, have a positive effect on trust. In addition, trust was found to have a positive effect on relationship performance and relationship satisfaction. We draw implications for the importance of interaction quality in order to strengthen and sustain relationships with users in the airline B2C distribution market. In addition, in order to build meaningful relationship performance and relationship satisfaction, interaction quality and trust level should be examined first, and interaction quality improvement should be the top goal.

• International Journal of Computer Science & Network Security
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• v.21 no.12
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• pp.45-52
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• 2021

The article proves the relevance of developing conceptual frameworks for managing the quality assurance of logistics activities in the context of socio-economic interaction of their participants. It is established that the fundamental difference of the logistic approach in management from traditional approaches is the allocation of a single management function of previously separated, disparate material flows, as well as economic, technological, information integration of chain links into a single system capable of effective management of these flows. It is substantiated that the functioning of the enterprise as a logistics system can be represented in the form of a triad of logistics components, namely: supply logistics, production logistics, sales logistics. Management of quality assurance processes of logistics activities in the context of socio-economic interaction of their participants is a functional component of the entire logistics system due to the quality of work and interaction of all participants in the implementation of certain activities. The quality of logistics activities will affect the level of economic potential, rationalization and optimization of all logistics flows. It is proved that the management of quality assurance processes of logistics activities in the context of socio-economic interaction of their participants involves the following main areas: the introduction of a quality system of logistics processes; development and implementation of the general strategy of quality improvement at the enterprise; internal integration; controlling. Management of quality assurance processes of logistics activities in the context of socio-economic interaction of its participants requires compliance with the following requirements: systematic and comprehensive management of all flow processes; coordination of criteria and indicators for assessing the effectiveness of the entire logistics system; dissemination of the use and application of information technology; ensuring partnerships and close interaction of all participants in sales networks.

• Journal of the Korean Home Economics Association
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• v.35 no.2
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• pp.385-399
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• 1997

The purpose of this study was to investigate the relationship between the quality of caregiver's behaviors and children's social behaviors. the quality of caregiver's behaviors were observed during indoor free-play time in the 8 classes at 7 child care centers. Forty children were selected from two classes of high quality caregivers and 2 of low quality caregivers based on the quality of caregiver's behaviors. Children's social behaviors were measured in terms of social competence, social maladjustment, and social interaction. results of the study were as follows: First, children of high quality caregivers were more socially competent than of low quality caregivers. second, there were no significant differences in social maladjustemnt according to the quality of caregiver's behavior. Third, children of high quality caregivers showed more positive and dependent interaction with caregivers high quality caregivers showed more positive and depedndent interaction with caregivers than of low quality teachers. Also, children of high quality caregivers engaged less in aimless behavior and negative interaction with peers than of low quality caregivers.

• Journal of the Korean Home Economics Association
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• v.44 no.2 s.216
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• pp.113-126
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• 2006

This study aimed to examine the relationship between sexual communication and marital quality. Study data were collected from structured questionnaires completed by 695 married men and women aged in their 30s and 40s. The major results were as follows. For the interaction coordination and postsexual interaction, there were significant differences between men and women, in that men had more interaction coordination and postsexual interaction than women. The results show the stereotype of sexuality in Korean society that men should be more active, and assertive while women should be passive and dependent. For both men and women, those who had more dyadic sexual communication, more interaction coordination, and more postsexual interaction had a higher level of marital quality. That is, sexual communication can function significantly in increasing marital quality. The study results suggest the necessity of training to improve sexual communication skills. For example, in educational programs for couple enrichment, it will be useful to include skills such as expressing ones' desire, affect, and feelings explicitly.

• Journal of Distribution Science
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• v.18 no.1
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• pp.59-69
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• 2020

Purpose: This study aims to examine such relationships as the experiential value that customers respond to with regard to maintenance service by empirically revealing how the quality of auto maintenance and repair service affects both customer satisfaction and intention to reuse the same service through the Perceived-experiential Value of customers. Research design, data and methodology: The research model was designed with service qualities such as human quality, material quality, interaction quality, and system quality as independent variables, perceived-experiential value as a parameter, and service satisfaction and return visit intention as dependent variables. Through a questionnaire composed of 24 items, a total of 319 survey data from customers with the experience of using car maintenance service centers in Korea were collected and analyzed using a structural equation. Results: The material quality did not affect the customers' perceived-experiential value, whereas the interaction quality had the greatest influence. It is confirmed that human quality, interaction quality, and system quality can generate customer satisfaction and repurchase intention through the perceived-experiential value. Conclusions: The experiential value of customers can play an important medium role in improving satisfaction, with customers considering interaction quality important. Therefore, the auto maintenance and repair service should consider relationship-focused service strategies.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.

• Journal of the Korean Society of Food Culture
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• v.22 no.2
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• pp.218-224
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• 2007

The purpose of this study was to measure the effects of value and satisfaction moderating the relationship between foodservice quality and behavioral intention. A total of 273 questionnaires were completed. Moderated regression analysis was used to measure the relationships between variables. Results of the study demonstrated that the analysis result for the data also indicated excellent model fit. The main effects of foodservice quality, value, and satisfaction on behavioral intention were statistically significant. The interaction effect of quality and satisfaction on behavioral intention was not statistically significant. The interaction effect of value and satisfaction on behavioral intention was not statistically significant. As expected, the interaction effect of quality and value on behavioral intention was statistically significant. Moreover, foodservice quality on behavioral intention was statistically significant at all levels of value and satisfaction, except for when value level was low, and satisfaction level was high. The results of this study indicated that restaurant marketers should attach importance to the interaction effect of service quality and customer value to understand the elements of market demand and customer loyalty.

• The Korean Journal of Franchise Management
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• v.15 no.3
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• pp.45-55
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• 2024

Purpose: This study examines the impact of dessert cafe quality factors-interaction, environmental, outcome, and product quality-on hedonic and utilitarian values, satisfaction, and loyalty. It explores how these elements influence consumer behavior in the context of dessert cafe experiences. Research design, data and methodology: Data were collected from 563 consumers who visited dessert cafés within the last three months. The analysis was conducted using SPSS 28.0 and SmartPLS 4.0 to test the relationships among the café quality factors, consumption values, satisfaction, and loyalty. Result: Interaction, environmental, outcome, and product quality positively influenced hedonic value. Interaction and outcome quality impacted utilitarian value, while environmental and product quality did not. Satisfaction was positively affected by environmental and product quality but not by interaction or outcome quality. Satisfaction influenced loyalty, while neither hedonic nor utilitarian value significantly impacted loyalty. Conclusions: The study highlights the importance of understanding how different quality dimensions in dessert cafés affect consumer satisfaction and loyalty. The findings provide valuable insights for enhancing customer experiences and formulating effective marketing strategies in the dessert cafe industry.

• Korean Journal of Childcare and Education
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• v.13 no.6
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• pp.143-161
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• 2017

Objective: The purpose is to verify that whether there are significant correlation between parent-teacher cooperation, quality of home environment, and mathematical interaction of parents and cognitive development of 3-year-olds, and the quality of home environment and mathematical interaction mediate the relationship between the parent-teacher cooperation and the cognitive development. Methods: A test was performed on 110 3-year-olds enrolledin a daycare center located in city S, and a questionnaire survey was conducted on their parents. We analyzed our data using SPSS WIN 21.0 and pearson's correlation, tested the mediating effect using regression, and used the Sobel test to check significance of the mediating effect. Results: Cognitive development of 3-year-olds was correlated with the parent- teacher cooperation, the quality of home environment, and mathematical interaction of parents. The quality of home environment showed complete mediating effect on the relationship between the parent-teacher cooperation and the cognitive development, and the mathematical interaction showed complete mediating effect on the relationship between the parent-teacher cooperation and the cognitive development. Conclusion/Implications: The parent-teacher cooperation indirectly predicts the cognitive development through the quality of home environment and the mathematical interaction. This research can contribute to the development of the family- institution connection program to facilitate the parent-teacher cooperation.