• Culinary science and hospitality research
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• v.24 no.1
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• pp.82-95
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• 2018

The purpose of this study is to investigate the relationship between experiential value, customer loyalty and eating out tendency of dessert $caf{\acute{e}}$ in college students. This survey was conducted for college students who have used dessert $caf{\acute{e}}$ mainly in college areas where dessert cafes are concentrated in Seoul. The survey was conducted on August 17, 2017 to 28 August. A total of 250 copies of the questionnaires were distributed and 208 copies of valid data were used for the analysis. The results of the analysis are as follows. First, emotional experience value and service experience value were found to affect customer loyalty, and cognitive experience value did not affect customer loyalty. Second, the economic and health seeking type showed a positive(+) moderating effect between emotional experience value and customer loyalty, and negative(-) moderating effect between cognitive experiential value and customer loyalty. Next, atmosphere seeking type showed a moderating effect between service experience value and customer loyalty, and the eating out seeking type showed a moderating effect between emotional experience value and customer loyalty. Finally, convenience seeking type showed positive(+) moderating effect between cognitive experiential value and customer loyalty, and negative(-) moderating effect between service experience value and customer loyalty. Based on the results of this study, the dessert cafe operator can grasp the experience value of college students in order to secure college students who are using dessert cafe as loyal customers. In particular, the relationship between experience value and customer loyalty, it is expected to provide useful data for constructing a specific positioning strategy according to each segment market.

• Management & Information Systems Review
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• v.30 no.3
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• pp.133-151
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• 2011

This study investigates the moderating effect of customer type(deal prone/promotion insensitives) on the relationship between perceived values on the reward program of tele-communication firms and customer satisfaction. To test moderating effect, Difference test for distinct parameters in Amos 18.0 program was used. Results show that there is no the moderating effect of customer variable. But both kind of perceived values(utilitarian value and hedonic value) have a significant effect on customer satisfaction. For all customer, utilitarian reward has influenced on the customer satisfaction more than hedonic reward. And for utilitarian reward, promotion insensitives customer has influenced on the customer satisfaction more than deal prone customer.

• Culinary science and hospitality research
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• v.24 no.2
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• pp.51-62
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• 2018

The value of the customer's contribution essentially becomes the value of the dining industry in Korea. Therefore, an increase in the customer's equity maximizes the assets of the business. The purpose of this study intends to examine relationships between customer equity and behavioral intentions in restaurant industry and verify the moderating effect of restaurant type. This study takes an integrated perspective on prior literature on customer equity, as well as on aspects of the general restaurant industry related to customer equity, thereby defining the concept of customer equity in a way that reflects the characteristics of the dining industry. A total of 420 patrons in Korea participated. The results showed a positive relationship between brand equity, relationship equity and behavioral intentions. There were moderating effects related to restaurant type in the causal relationships between behavioral intentions. The components of customer equity and relationship equity in casual dining restaurants, and value equity and brand equity in quickservice restaurants significantly by customers differs according to restaurant type. Limitations and future research directions are also discussed.

• Journal of the Korean Operations Research and Management Science Society
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• v.38 no.1
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• pp.183-199
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• 2013

This study investigates customers' different behavior in accumulating and redeeming points and focuses on the moderating effect of usage level. We measure the hedonic accumulation and redemption ratio and usage level using loyalty program transaction data and link them to the survey data of loyalty and satisfaction. By doing so, we examine the effects of hedonic accumulation and redemption ratio on a consumer's loyalty intention and his or her satisfaction and the moderating effect of usage level. The result shows that there is a significant positive effect of hedonic accumulation and redemption ratio on customer loyalty and the mediating role of satisfaction on customer loyalty in both stages. And accumulation and redemption most importantly, we find an interaction effect of usage level on outlet type in point redemption stage while no effect in accumulation stage. That is if customers accumulate and redeem points at a hedonic outlets in both stages, it will give him a feeling of satisfaction and finally it will enhance the loyalty toward the focal loyalty program. And light buyers' loyalty increase more than those of heavy buyers when they redeem points in hedonic outlet. Our findings will help marketing managers of loyalty program to apply the effective segmentation strategy to the reward program which affects the customer's satisfaction and loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.4
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• pp.586-597
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• 2009

The purpose of this study is to identify the moderating effect of Internet lifestyle among relational benefits effect, customer satisfaction and customer loyalty on the Internet shopping mall. For the study, utilizing the convenient sampling method, the sample of study was composed of female and male adults aged between 20 and 30 living in Seoul metropolitan area who had experienced purchase of fashion products on the web. Of 350 distributed, 311 useful questionnaires were returned. The survey research design was employed with structured questionnaire. For data analysis, descriptive statistics, factor analysis, reliability analysis, cluster analysis and multiple-regression analysis were used. The results of this study are as follows: The results of Internet lifestyle were regarding 4 cluster of Internet lifestyle. 1) information seeking type, 2) shopping maniac type, 3) social gathering type and 4) passive follower type were obtained. The interaction of psychological benefits and the type of Internet lifestyle affected customer satisfaction positively. The interaction of customer satisfaction and Internet lifestyle reinforced customer loyalty. Especially interaction of shopping maniac type among Internet lifestyle types and customer satisfaction affected customer loyalty strongly.

• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.2
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• pp.169-184
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• 2005

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

• Fashion & Textile Research Journal
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• v.24 no.5
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• pp.605-617
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• 2022

The purpose of this study was to investigate the influence of retailing types on consumers' omnichannel experience while purchasing fashion products. The omnichannel experience occurs when retailers provide seamless customer experience across the various touchpoints of retail channels. In this empirical study, retail types were categorized into single-brand stores and multi-brand stores, and the relationship among store loyalty, brand loyalty, and customer retention was observed by the research model. A survey was conducted on the global consumers who had experience in purchasing fashion products via the omnichannel using Amazon Mechanical Turk; as a result, 351 responses were analyzed. The mediating and moderating effects of loyalty constructs and retail types were analyzed using Process Macro 4.0. The results indicated that a seamless omnichannel experience affects customer retention by mediating store loyalty and brand loyalty; additionally, the dual mediating effect of store loyalty and brand loyalty was significant. The moderating effect according to retail type was identified, and the moderated mediation effect of store loyalty was validated. The results showed that multi-branded retailers' store loyalty had a stronger influence on customer retention than that of single-brand retailers and exhibited the relationship between store loyalty and brand loyalty as well as retail types (single vs multi) in a seamless omnichannel customer experience.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.81-95
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• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.2
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• pp.229-239
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• 2020

This study aims to provide suggestions for effective human resource management at the organization level, by considering the psychological and behavioral attributes of hospital employees. Employees at 4 general hospitals, 5 hospitals, 7 convalescent hospitals, and 7 psychiatric hospitals were surveyed. A three-step model adjustment return analysis was performed using mean centering methods to the moderating effect of organizational performance recognition, for analyzing the relationship between job value and organization value. Assessing the relationship between job value and organization value revealed that awareness of customer response effort and awareness of hospital image has a moderating effect amongst hospital nurses. Considering the administrative employees of hospitals, awareness of customer response effort had negative moderating effect, whereas awareness of hospital image had positive moderating effect. In nurses of convalescent hospitals, awareness of customer response effort had positive moderating effect, but awareness of growth and competitiveness, and awareness of hospital image, had negative moderating effect. Taken together, our results indicate that depending on the hospital type and occupation, the effect of adjustment of organizational performance recognition when considering the relationship between job value and recognition of organization value by hospital employees, is varied.

• Korea Journal of Hospital Management
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• v.5 no.2
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• pp.1-21
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• 2000

This study was to examine the degree of market orientated effort by hospital type and size,. and analyzed the moderating effect of environments between market orientation and it's performance. First, there was no significant differences by hospital type, such public hospital, university hospital, and private hospital. However, the orders of market orientation implementation was university hospital. private hospital, and public hospital This finding suggest that university hospital and public hospital, should be market-oriented, or customer-oriented more now, relatively. Second, there were no significant differences in marketing as management policy by hospital types, i.e. public, university or private sector hospitals. However, as to the intensity of the implementation of the market-oriented approach, private hospitals came first, followed by the university hospitals, then the public ones. This finding suggests that university and public hospitals should be more market or customer oriented to compete in the market. Third, only the competitive environment does active moderating roll on hospital performance. The competitive environmental factor forces the organization to be more market oriented. This means the more you are positively situated in the competitive environment, the more you are looking for a market oriented approach. You become more aware of the value of customers and you become more focused on the customer satisfaction and thus become more patient oriented in every facet of decision making. And market oriented hospitals recognize the importance of utilization of high tech medical treatment skills and equipment in patient care. Fourth, according the analysis, market oriented effort gives more influence on hospital performance than the environmental factors. This means that the market oriented effort should become a culture of the hospital which seeks to out distance themselves from its competitors.