• Journal of Distribution Science
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• v.17 no.10
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• pp.5-15
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• 2019

Purpose - Compared with the past when customers regarded a price factor as one of the most important criteria when choosing a retailer as a shopping destination, they seem to show different attitudes toward retailers in recent. This research, therefore, aims to explore how Korean customers respond to the CSR business activities provided by retailers. Research design, data, and methodology - The authors have developed the 6 hypotheses based on the literature review and adopted the 4 hypotheses after removing the 2 hypotheses through discriminant validity analysis. Results - Amongst the 4 hypotheses selected, H1 (community support), H3 (environment protection) and H6 (trading with unethical suppliers) related to a retailer's CSR business practices are accepted, whilst H4 (product issues) is rejected. Surprisingly, Korean customers are not interested in a product safety issue, when deciding a shopping store. Conclusions - Rather than emphasizing cheaper prices to attract new customers or maintain existing ones, it is demonstrated through the research that retailers have to pay their attention to their CSR activities. For a retailer's CSR practices, the retailer's social role has become more important than ever before, from a customer's point of view.

• Journal of the Korean Institute of Illuminating and Electrical Installation Engineers
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• v.18 no.4
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• pp.131-137
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• 2004

The impacts of electric service interruption to customers depend on customer and interruption characteristics. Customer characteristics include demographic aspects (residential type, and number of household members) and power supply types whereas interruption characteristics include frequency, duration, time, and day of interruption. Accordingly evaluation of these customer interruption costs is very complicated and subjective. For residential customers, customer survey method seems most appropriate because interruption impact to residential customers is intangible. In other. words, the value of housework or lost leisure due to interruption is individual. Accordingly, this paper selected the customer survey method to assess the interruption costs for residential customers.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.187-190
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• 2003

Since the early 1980s, the concept of relationship management in marketing area has gained its importance. Acquiring and retaining the most profitable customers are serious concerns of a company to perform more targeted marketing campaigns. For effective CRM (Customer Relationship Management), it is important to gather information on customer value. Many researches have been performed to calculate customer value based on CLV (Customer Lifetime Value). It, however, has some limitations. It is difficult to consider the churn of customers, because the previous prediction models have focused mainly on expected future cash flow derived from customers'past profit contribution. In this paper we suggest a CLV model considering past profit contribution, potential benefit, and churn probability of a customer. We also cover a framework for analyzing customer value and segmenting customers based on their value. Customer value is classified into three categories: current value, potential value and customer loyalty. Customers are segmented according to the three categories of customer value. A case study on calculating customer value of a wireless communication company will be illustrated.

• Journal of Korean Library and Information Science Society
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• v.46 no.1
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• pp.25-42
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• 2015

The purpose of this study is to provide users with satisfactory information services that are utilizing Voice of the Customers(VOC). Voice of the Customers(VOC) toward organizations that provide information services is important information for decision-making to improve customer satisfaction and information services. K institute manages customer requests and feedbacks for NDSL(National Digital Science Library) using the Voice of the Customer Management System(VCMS). In this study, we analyzed the total number of 1,738 VOCs and suggested improvement strategies for information services. The results can be utilized as basic information by libraries and information centers that provide information services through analysis of VOC.

• Journal of Korean Society of Rural Planning
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• v.19 no.3
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• pp.75-88
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• 2013

This study aims at reviewing satisfaction on facility modernization project of traditional market by case study on integration & move method of 2 markets (Seongbuk 5 day market & Geumgye daily market). Following this study, it asked 182 merchants & customers at Naju Moksagoeul Market about satisfaction and performance on integration & move and the facility modernization project of traditional markets. According to results of the survey, not only merchants but also customers are satisfied with the modernization project. But in detail, valuations between 5 days market and daily market, and between merchants and customers are different. For example, merchants regard as negative, but customers as positive about move of the markets from city to outside. About half of respondents answer that number of market visits and sales volume after move of the markets are higher than before. More than 80% of respondents answer that culture & tourism market programs are helpful to the market revitalization.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.40 no.8
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• pp.1577-1587
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• 2015

Privacy of financial customers is becoming important due to frequent leakage of personal information. Financial customers, who experience the leakage of personal information, feel threatened by their privacy and this changes customer's awareness about financial institutions or behavioral intentions. By examining the influence relation of personal information security vulnerability of the bank information system with usefulness, trust and attractiveness perceived by bank customers, this study aims to analyze the effect of each variable on bank customers' willingness to stay.

• Management Science and Financial Engineering
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• v.11 no.3
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• pp.95-107
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• 2005

As online shopping malls have emerged as a substantial shopping channel, they have used various sales promotion strategies to acquire new customers. Most of these strategies have been applied by offline malls for years. One, loss-leader pricing, is a type of promotional pricing in which stores sell well known products below their marginal cost, in order to attract customers and induce them to purchase more goods through impulse buying. This strategy is based on the expectation that customers will factor transaction costs into their purchasing decisions. However, its application to online malls fails to recognize that transaction costs are lower online, and that customers will behave differently as a result. Our study predicts that loss-leader pricing will not work online because online malls entail lower searching and moving costs than offline malls The study examines the effectiveness of loss-leader pricing with empirical data from a survey as well as log data from a Korean online shopping mall. The results show that while loss-leader pricing does attract customers to online shopping malls, it encourages cherry-picking rather than impulse purchases of regular-price goods.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.

• Journal of the Korean Society of Food Culture
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• v.29 no.6
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• pp.585-592
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• 2014

The purpose of this article was to research the effects of physical environment on risk perception in customers at raw-fish restaurants in the Northeastern area of Kangwon province, South Korea. In this research, reliability analysis, factor analysis and path analysis were carried out. Physical environments were divided into four factors and risk perception into three factors. 'Exterior facility' had a negative influence on performance (p<0.001) and financial risk (p<0.001). 'Interior facility' negatively affected performance risk (p<0.001), financial risk (p<0.001) and time risk (p<0.001). 'The others' negatively influenced performance risk (p<0.05). Lastly, 'press copy' negatively influenced performance risk (p<0.001). Based on these results, various physical environments affected the risk perception in customers at raw-fish restaurants, and satisfaction level of customers was based on risk perceptions. As a result, food-service companies need to manage the physical environment as a marketing strategy, as well as reduce risk perception to increase customers loyalty.

• Korean journal of food and cookery science
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• v.26 no.3
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• pp.272-280
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• 2010

The purpose of this study was to understand the interrelationships between the customers' perception of verbal and nonverbal communication, customers' trust and satisfaction in the family restaurant. Based on a total of 310 samples that were obtained from empirical research, this study reviewed the reliability and fitness of the research model and verified a total of 2 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model(SEM). The proposed model provided an adequate fit to the data, $X^2$=953.126(df=417), p<.001, CMIN/df 2.286, GFI .831, NFI .889, IFI .934, TLI .926, CFI .934. The results showed that employees' verbal communication ($\beta$=.264), paralanguage ($\beta$=.172) and physical appearance ($\beta$=.120) among the nonverbal communications had a significant positive effect on the customers' trust. In addition, the customers' trust ($\beta$=.644) had a significant positive effect on the customer satisfaction. Limitations and future research directions are also discussed.