• The Journal of the Korea Contents Association
• /
• v.14 no.10
• /
• pp.237-246
• /
• 2014

The purpose of this study is to examine the relationship between customer orientation and organizational justice in hotel industry. Data were collected from employees who are working in the hotels of Seoul, South Korea and total 321 was used in data analysis. As a result of multiple regression analysis, the distributive justice and interactional justice had a positive effect on the customer orientation. However, the procedural justice had no effect on the customer orientation. Moreover, the type of employee moderates the effect between distributive and procedural justice and customer orientation, but, there was no significant moderated effect of employment type between the interactive justice and the customer orientation.

• The Korean Journal of Health Service Management
• /
• v.9 no.2
• /
• pp.13-22
• /
• 2015

This study confirmed that the organizational health of nurses have an effect on customer orientation. This survey was conducted March 1 to 31, 2014 and a total of 210 questionnaires were used in the analysis. Descriptive statistics, t-test, ANOVA, factor analysis, and regression analysis were used to analyze the collected data in the SPSS software package. The findings are summarized as follows: First, the business environment and community-oriented organizations on health factors had an influence on customer orientation(p<.05, p<.001). Among the demographic factors, graduating from college as relevant to customer orientation. Seniority and rank in the lower tier showed that customer orientation is vulnerable. Second, when leadership was added to a conventional model, it had no significant effect on the dependent variables. The influence of community-oriented business environment factors on customer orientation was statistically significant(p<.01). In the result, we should apply proper organizational health factors to hospitals by investigating leadership, because there was difference in customer orientation according to type of leadership.

• Management & Information Systems Review
• /
• v.36 no.5
• /
• pp.151-173
• /
• 2017

This study examined the relation between MBTI personality types and job satisfaction, job satisfaction's effect on the customer orientation and willingness to change job and MBTI personality types's moderating effect on the relation among job satisfaction customer orientation, willingness to change job. Research results are as following. First, MBTI personality types didn't influence job satisfaction significantly. Second, job satisfaction affected customer orientation positively and willingness to change job negatively. Finally, MBTI personality type's moderating effect was analysed using Psychological Function and Attitude Index. Moderation effect of Psychological Function was significant only on the relation between job satisfaction and customer orientation. Moderation effect of Attitude Index was significant both on the relation between job satisfaction and customer orientation and the relation between job satisfaction and willingness to change job. These results of current study can be useful to recruit, organize, educate life planners based on the personality types of MBTI. And the applicability of MBTI test will increase by using these results.

• International Journal of Contents
• /
• v.5 no.1
• /
• pp.9-14
• /
• 2009

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
• /
• 2013.05a
• /
• pp.167-169
• /
• 2013

The purposes of this research is to propose trust recovery model of smartphone applications and to examine the moderating effect of service type on the use of smartphone applications. To achieve research purposes, we suggested service failure type using the scenario technique and empirically verified by conducting survey. The results showed that the procedural justice and interpersonal justice have influence on trust and trust had an effect on the all quality factors (system, information, service quality). Also, information quality and service quality had an effect on the customer loyalty. Finally, service type had significant moderating effects on the relationship between perceived justice and quality.

• The Journal of Information Systems
• /
• v.32 no.3
• /
• pp.225-251
• /
• 2023

Purpose The purpose of this study is to examine the future direction of in-vehicle app development and service, the relationship between potential customers' intention to use and the factors that affect it was explored. It was also checked whether the two types of app development platform and the experience of the existing smartphone app platform had a moderating effect on these relationships. Design/methodology/approach Data was gathered through surveys, collecting responses from 904 potential consumers of vehicle app services in Korea. Structural equation modeling was utilized to analyze the data. Findings According to the empirical analysis result, it was found that potential customers considered enjoyment as the most important benefit factor in in-vehicle app service, and the most important external factor affecting enjoyment was functional compatibility with smartphone. The type of vehicle app development platform did not have a meaningful moderating effect on the factor relationship, whereas the smartphone app platform experience showed a meaningful moderating effect on the relationship between factors. It was analyzed that the risk of app performance, personal information privacy, and driving safety data did not have a negative effect on the intention to use the vehicle app service.

• The Journal of Asian Finance, Economics and Business
• /
• v.9 no.2
• /
• pp.229-242
• /
• 2022

Creating a new retailing environment to meet the seamless experience requirements of consumers is a challenge for Omnichannel-related businesses. Based on the "appraisal-emotion-response" chain, the purpose of this research is to explore the psychological mechanism of omnichannel integration influencing customer retention and the moderating effect of customer showrooming experience. This research uses a structural equation model in partial least square software to analyze a two-stage survey (Study 1: n = 210; Study 2: n = 342) conducted in China. The results show that channel control experience has three dimensions: perceived channel attribute familiarity, channel type matching, and cross-channel access convenience; consistent interactive experience has two dimensions: information cross-channel consistency and cross-channel service support. Furthermore, both channel control experience and consistent interactive experience are favorable for customer retention through increased customer satisfaction (transactional and retailer satisfaction). Finally, customer showrooming experience positively moderates the relationship between consistent interactive experience and customer satisfaction. This research proposes a self-regulation process model to explain how omnichannel integration enhances consumers' experience, finally leading to consumer retention. The findings contribute to the omnichannel retail business literature and provide management implications for Asian retailers to implement an omnichannel business strategy.

• Journal of Convergence for Information Technology
• /
• v.8 no.3
• /
• pp.1-8
• /
• 2018

The purpose of this study is to investigate the interaction effects of organizational context, customer reaction, and job burnout in Senior Welfare organizations. In addition, we will analyze the moderating effects of demographic characteristics (personal characteristics, organizational characteristics). A total of 796 social workers engaged in Senior Welfare projects were analyzed. As a result, the following results were obtained. First. It was found that there was a significant difference between the variables in the sociodemographic characteristics, organizational context, customer reactions, and interaction effects on job burnout. Second, age, employment type, and Social Worker qualifications were the most important variables of control effect. The specific organizational behavioral factors between the employees and the users should be studied.

• Proceedings of the Korea Contents Association Conference
• /
• 2008.05a
• /
• pp.398-402
• /
• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. According to those results, marketing managers should develop different service strategies.

• Journal of Industrial Convergence
• /
• v.13 no.3
• /
• pp.57-76
• /
• 2015

The purpose of this paper is to examine the moderate effects of self monitoring and the ways of thinking on the relationships and the moderate effects of brand credibility and brand attachment on the relationships between the negative information about a brand and the customer attitude holistic and analytic on the relationships between the negative information about a brand and customer attitude. To accomplish these purposes, this research divided negative information about a brand into corporate ability and corporate social responsibility. In addition, research also divided product type into functional product and symbolic product. participants are classified as having Low or High self monitoring. and the ways of thinking divided into holistic and analytic on the relationships between the negative information about a brand and customer attitude. The following are the summary of hypothesis test: (1)the consumers with low(high) level of self monitering are more likely to reveal high level of preference for negative information of corporate ability. (2)the consumers with analytic(holistic) ways of thinking are more likely to reveal high level of preference for negative information of corporate ability. (3)the consumers with low(high) level of self monitering are more likely to reveal high level of preference for functional product. (4)the consumers with analytic(holistic) ways of thinking aren't more likely to reveal high level of preference for functional(symbolic) product.