• 한국생활과학회지
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• 제14권6호
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• pp.1017-1025
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• 2005

The purpose of this paper was to investigate the relationship between customer orientation and sales training. Data were obtained from 297 apparel salespeople working at six department stores in Daegu. Statistics used for data analysis were frequency, factor analysis, correlation, and t-test. The respondents were classified into 3 groups; high, medium, and low customer-oriented groups based on the mean score of customer orientation, and the high and the low were compared in training contents and educational methods. Based on factor analysis, four factors were extracted from 27 items of training content. Two of four factors were significantly correlated with customer orientation. The regression analysis showed that customer service and duration of work had significant effects on customer orientation. Also, the results were found that there were significant differences between the high and the low customer-oriented group in training contents which salespeople want to have in the future. However, there were not significant differences between the two groups in educational methods.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2009년도 추계학술대회
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• pp.109-114
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• 2009

Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Also, we have analyzed customer satisfaction by comparing financial outcome of each industry Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

• 품질경영학회지
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• 제38권2호
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• pp.248-260
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• 2010

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between three types of product requirements (;must-be, one-dimensional, attractive requirement) which influence customer satisfaction in different ways when met. Timko has developed customer satisfaction(CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a product feature may influence satisfaction. In this paper, potential customer satisfaction improvement(PCSI) index was proposed using Kano model and CS coefficient. The PCSI index represents how much a product feature can increase the degree of customer satisfaction when the product feature is fully fulfilled. In order to explain the meaning of PCSI index, a case study for cellular phones is done. It is also discussed how to use the index strategically.

• 한국식생활문화학회지
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• 제26권2호
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• pp.159-169
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• 2011

We suggested specific and practical marketing strategies to coffee shop managers and customers to create a symbiotic relationship. The coffee shop's relationship to reliability, commitment, and shop loyalty was analyzed thoroughly. The samples for this study were 393 coffee shop customers in Seoul. The results showed that customer reliability about coffee shops improved as reputation, customer orientation, specialty, and tie increased, but reliability was reduced as the size of the coffee shop became larger. Communication did not significantly affect reliability. Second, customer reliability positively affected commitment, so commitment increased as customer reliability increased. Third, customer reliability positively affected shop loyalty, so shop loyalty increased as customer reliability increased. Fourth, customer commitment positively affected shop loyalty, so shop loyalty increased as customer commitment increased.

• 한국조리학회지
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• 제12권1호
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• pp.173-187
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• 2006

This study explored the quality of menu and customer value and satisfaction in Italian restaurants. From the result of the research, the menu and the quality of hotel restaurants had an important effect on the customer satisfaction, and the menu and its quality were closely related to each other. Specially, the price of the menu had an effect on the customer satisfaction directly. The customer value has a more direct effect than Italian menu and the importance of the menu perceived by the customers in Italian restaurants had a relatively less effect than the importance of menu information. In the result of the factor analysis, the more the menu was perceived appropriately, the better the customer value was. It was approved that Italian menu had positive (+) influence on the customer satisfaction. The more the quality of Italian cooking was perceived, the higher the customer value was. And the higher the customer value was, the better customer satisfaction was.

• 한국조리학회지
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• 제13권4호
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• pp.80-91
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• 2007

The purpose of the study is to investigate how customer reward programs that are provided strategically to develop customer favors are assessed by customers, if they affect customer loyalty and what effect using membership card(how many possess and use it) takes. The findings from the study can be summarized as follows. Firstly, customer loyalty showed high when shared value and convenient value are felt for preference and referring effect and when shared value and allied value were felt for revisit. Secondly, when the number of cards in possession was a lot, high customer loyalty existed. Thirdly, when the number of cards in use was a lot, the customer loyalty was high. The customer's awareness of values, e.g. economic, shared, use, convenience and allied values, put a very meaningful positive effect on loyalty, i.e. preference, referring effect and revisit. The more the number of food service provider's' membership cards in use and in possession was, the higher customer loyalty was. This implies that continued development of business partners and quality control are critical for various benefits and shared value of the customer reward pro-grams and service upgrade.

• International Journal of Quality Innovation
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• 제4권2호
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• pp.101-122
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• 2003

With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

• Asia Marketing Journal
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• 제16권2호
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• pp.1-14
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• 2014

This study applies the job-demands resource (JD-R) model to investigate the interactive effect of job demands and job resources in predicting the development of service employee work engagement and customer-oriented attitude. This paper proposed a theoretical model that suggests that the service employee's work engagement is the consequence of the employee's perceived support from the organization and its customers (customer participation) and leads to a customer-oriented attitude. However, the effect of organizational support is somewhat hindered by job insecurity, demonstrating the inability of an organizationally provided job resource to overcome the job demand of job insecurity. As a type of job demand from customer's perspective, customer crowding is suggested as a negative moderator in the link between customer participation and work engagement. As such, this article proposes how different elements of a service employee's work environment interact to ultimately influence the service employee's customer-oriented attitude. Specifically, the current research focuses on how the negative contextual elements of job insecurity and job crowding (i.e., job demands) interact with the potentially positive elements of organizational support and customer participation (i.e., job resources), as well as with an employee's customer orientation, to ultimately develop a customer-oriented attitude. This study concludes with some propositions for potential causal relationships among key constructs that can be empirically tested in future research, as well as implications of the current study for both managers and researchers.

• 유통과학연구
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• 제15권4호
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• KIEE International Transactions on Power Engineering
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• 제5A권2호
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• pp.186-192
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• 2005

As the power industry moves towards open competition, there has been a call for methodology to evaluate power system reliability by using customer interruption costs. This paper presents an evaluation of the interruption costs for public customers in Korea using customer survey methodology. When various research results are examined, the evaluation of direct interruption costs becomes much more simplified. Especially, in the case of public customers, it is known that the evaluation of direct interruption costs is more useful. Accordingly, this paper selected the customer survey method to evaluate the interruption costs for public customers in Korea considering interruption and customer characteristics.