• 한국의류학회지
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• 제27권9_10호
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• pp.1060-1071
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• 2003

This study was intended to identify customer's response to CRM of fashion business.488 questionnaires were distributed to male and female respondents aged 16 to 55, and then analyzed by descriptive statistics, oneway-ANOVA, chi-square test, and factor analysis. As a result of customer information management, respondents evaluated taste, interest and demographic informations as most valuable. But they did not value personal and credit information. For CRM concept, 4 factors were determined: continuous care and suggestion, particular service to important customer, customer management program development, and customer convenience consideration. For CRM activity, 3 factors were determined: customization, information offering, and programmed service strategies. Respondents were having positive attitude toward CRM concept and activity of fashion business. Among customer loyalty programs, they affected by immediate and direct programs most. The preference of customer contact methods was differentiated by sex and age groups. Males and teenagers preferred e-mail, and females preferred catalog and telephone connection.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2003년도 추계학술대회 및 정기총회
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

• 한국조리학회지
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• 제6권3호
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• pp.57-81
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• 2000

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediating variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes. the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized as follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived quality, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• 한국관광식음료학회지:관광식음료경영연구
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• 제15권2호
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• pp.99-122
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• 2004

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• 수산해양교육연구
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• 제28권5호
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• pp.1378-1387
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• 2016

The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.

• Asia Marketing Journal
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• 제25권4호
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• pp.194-206
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• 2024

The study aimed to analyze jay-customer behavior's impact on service industry employees' job stress to understand the importance of personnel management. Additionally, it aimed to identify strategies for managing job stress by examining perceived organizational support's moderating effects. The results show that the subdimensions of jay-customer behavior (i.e., verbal aggression, physical aggression, and sexual harassment) positively influenced employees' job stress. Second, job stress acts as a mediator between customer verbal and physical aggression and customer orientation, but not between customer sexual harassment and customer orientation. Third, organizational support had a moderating effect on the association between customer verbal aggression and job stress. This study demonstrates how jay-customer behavior negatively affects employees and threatens their well-being. It not only enriches the research on jay-customer behavior but also provides implications for service companies toward developing internal marketing strategies for enhancing employee happiness and fostering customer orientation.

• Asia Marketing Journal
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• 제17권2호
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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.

• Management Science and Financial Engineering
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• 제16권2호
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• pp.17-27
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• 2010

The customer churn and the forecast of customer churn have been important research topics for a long time in the academic domain of customer relationship management. The customer value is studied to construct a gap model based on dual customer values; a basic description of customer value is given, then the gaps between products and services in different periods for the customers and companies are analyzed. The main factors that influence the perceived customer value are analyzed to define the "recognized value gap" and a gap model for the dual customer value is constructed. Based on the dual customer gap a con-ceptual model to determine potential churn customers is proposed in the paper.

• Journal of Electrical Engineering and Technology
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• 제1권4호
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• pp.448-454
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• 2006

As the power industry moves towards open competition, a need has arisen for appropriate methodology to evaluate power system reliability by using customer Interruption costs. This paper presents an assessment of the interruption costs by industrial customer type in Korea using customer survey methodology. When various research results are examined, the customer damage survey methodology becomes much more generalized. Especially, in the case of industrial customers, it is known that evaluation by the customer damage survey is more useful. Accordingly, this paper selected the customer damage survey method to evaluate the interruption costs by industrial customer type in Korea considering interruption and customer characteristics.

• 한국생활과학회지
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• 제14권1호
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• pp.193-208
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• 2005

The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.