• Journal of Distribution Science
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• v.11 no.12
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• pp.51-62
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• 2013

Purpose - A pre-study on service quality-based customer value is conducted with the path structure (perceived value of service quality→customer satisfaction→behavior intention) based on the hierarchical model of service quality including interaction and outcome quality, physical environment quality and the SERVQUAL model of process quality, namely, reliability, responsiveness, assurance, empathy, and tangibles. In addition, customer value in the service industry is studied by dividing into the two-way structure of utilitarian and emotional values. This study classifies customer values of family restaurants through the customer value model based on the 4×4 matrix needs system of Jeon and Kim (2009). It illustrates the path structure of customer value→customer satisfaction→behavior intention targeting college students in order to generalize the customer value system of family restaurants. Research design, data, and methodology - This study established seven hypotheses based on the relationship between each type of customer value (food quality, convenience, social, emotional, interior quality, service encounter, and purchasing) and customer satisfaction, and the relationship between customer satisfaction and behavior intention. The study data were collected from students in the Department of Business and Tourism at Kimpo University. In all, 294 survey papers were returned of the 300 distributed: 253 pieces were used in the final analysis excluding 41 with insufficient and less effective answers. For statistical analysis, the statistics software package SPSS 15.0 was used. Results - The results of the analysis are as follows: first, the customer values of family restaurants are classified by seven customer values: goods quality value, emotional value, convenience value, social value, purchasing value, service encounter value, and inner quality value. Second, emotional value, purchasing value, service encounter value, and inner quality value had positive impact on customer satisfaction. In particular, purchasing value through being included in functional value was not classified in the previous study; however, this study could classify and generalize this value in a new way. Finally, customer satisfaction had a positive impact on behavior intention. This showed that college students had behavior intention - repurchase intention and word-of-mouth - because they could be content with the food items on the menu and the service provided by employees. Conclusions - The main points based on the above-mentioned results are as follows. This study with college students as study subjects could be classified into four dimensions, namely, generic value, usage value, purchasing value, and physical value and seven sub-dimensions on customer values of family restaurants based on a 4×4 matrix needs system. Then, to confirm its generalization, the path structure of customer value→customer satisfaction→behavior intention was verified. While existing pre-studies used simplified values by classifying restaurant values largely as utilitarian value and hedonic value, this study classified various forms of customer value, and that customer value especially could be expanded by adding purchasing value. As a result, it is shown that marketers need to diversify their customer services because this study proved that customer values can be classified in various ways based on customer needs.

• The Journal of Industrial Distribution & Business
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• v.9 no.1
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• pp.67-76
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• 2018

Purpose - With the worldwide aging problem and the development of globalization, customers prefer to seek affordable medical services with the higher quality overseas. This new trend has urged some destination countries to improve their services for the more competitive advantages over other countries. Literature research indicate that medical quality and cost may be the key factors influencing global patients' decisions. In the international environment, however, medical tourism destinations are selected due to cultural similarity between the hosting country and the customers' own country. The more similarity perceived between the two countries leads foreign patients to choose the considering country as the destination for medical tourism. However, little research has been conducted on this topic. Thus, we empirically investigate how cultural similarity influences Chinese medical customers' choice of the destinations. We also consider the factors related to medical competency and travel attribute which might affect customers' decisions along with some moderating roles of disease types. Research design, data, and methodology - We proposed a research model in order to confirm the relations among different variables of cultural similarity, medical competency, travel attractiveness, disease types, and destination choice. The questionnaire survey is processed in the more economically developed regions of China such as Beijing, Shanghai, and Jiangsu. Conditional logit regression is applied to analyze the data of 881. Results - Results indicate that cultural similarity is the important predictor of Chinese customers' decision to select a medical country. However, the effects of cultural similarity vary according to the disease types. We also find that medical competency and travel attractiveness influence their decisions with the moderating role of disease types. Conclusions - Cultural similarity is the important factor that influences Chinese potential medical tourists' decisions to select a destination. Marketing managers should consider the effects of cultural similarity when developing strategies for attracting Chinese medical tourists. Since medical competency and travel attractiveness are still the critical key elements for them to evaluate the destination countries, it is necessary to continuously improve medical service quality and facilities. The results also recommend that medical managers should sharpen their marketing strategies by segmenting Chinese potential customers in terms of disease types.

• Information Systems Review
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• v.25 no.4
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• pp.67-87
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• 2023

Many online shopping sites now offer personalized recommendation systems to improve consumers' shopping experiences by lowering costs (time, cost, etc.), catering to consumers' tastes, and stimulating consumers' potential shopping needs. So far, domestic and foreign research on the personalized recommendation system has mainly focused on the field of computer science, which is advantageous for obtaining accurate personalized recommendation results for users but difficult to continuously track the users' psychological states or behavioral intentions. This study attempted to investigate the effect of the characteristics of the personalized recommendation system in the online shopping environment on consumer perception and purchase intention for consumers using the Stimulus-Organism-Response (S-O-R) model. The analysis results adopted all hypotheses on the effect of the quality of the personalized recommendation system and information quality on trust and perceived value. Through the empirical results of this study, the factors influencing consumers' use of personalized recommendation system can be identified. In order to increase more purchase, online shopping companies need to understand consumers' tastes and improve the quality of the personalized system by improving the recommendation algorithm thus to provide more information about products.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.5
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• pp.137-144
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• 2019

The purpose of this study is to investigate the relationship between the perception of dying with dignity and the quality of life based on the opinions of the Korean populations. The participants were selected using a stratified proportional allocation method and 1,000 adults aged between 19 and 74 years from 17 municipalities and provinces in Korea. The questionnaire consisted of 2 demographic items; 26 items on the quality of life scale; and 57 items on the perception of dying with dignity. The statistical methods used included frequency analyses, independent sample t-tests, and correlation analyses. The results showed that the quality of life was highest for the social life quality item, and that the participants who had experienced a death in the family were more likely to have statistically lower quality of life in physical, psychological, environmental, and social areas. In terms of the participants' perception on dying with dignity, the score for death preparation was the highest; specifically, the score for psychological/economic burden reduction was the highest. The quality of life of the participants showed a positive correlation in all aspects of the perception of dying with dignity: physical symptoms and control, death preparation, death environment, family and social relations, hospital treatment, psychological dignity, and spirituality. Other studies conducted with middle-aged populations showed that their quality of life was higher when they perceived the acceptance of death is important and were willing to participate in death preparation education. Therefore, in order to improve the quality of life and have a positive influence on the participants, educational programs on death preparation and dying with dignity considering all the areas of the perception of dying with dignity should be provided.

• Journal of Korean Critical Care Nursing
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• v.12 no.2
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• pp.73-84
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• 2019

Purpose : The purpose of this study was to investigate the effect of the perceived nursing work environment (NWE) on person-centered critical care nursing (PCCN) practices among nurses in intensive care units (ICUs). Methods : A cross-sectional research design was adopted for this study; participants were 126 ICU nurses working in five hospitals in B city. From December 2018 to February 2019, a survey questionnaire on NWE and PCCN were conducted. The collected data were analyzed with a multiple hierarchical regression analysis. Results : The mean score for NWE was $2.98{\pm}0.39$. Among the factors, basic work system was the highest ($3.39{\pm}0.41$), followed by leadership of the head nurse ($3.31{\pm}0.55$), interpersonal relationships ($2.77{\pm}0.62$), and institutional support ($2.58{\pm}0.52$). The mean score for PCCN was $3.52{\pm}0.46$. Among the factors, comfort was the highest ($3.77{\pm}0.62$), followed by respect ($3.55{\pm}0.56$), compassion ($3.43{\pm}0.60$), and individuality ($3.38{\pm}0.56$). The interpersonal relationship (${\beta}=.31$, p=.001) and the number of patients per shift (${\beta}=-.23$, p=.005) had a significant effect on PCCN, accounting for 25.9% of the total variance. Conclusion : These results suggest that it is necessary to enhance the relationship-oriented culture and reduce the workload of nurses in order to improve the quality of nursing care in ICUs.

• Journal of Practical Engineering Education
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• v.15 no.3
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• pp.729-738
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• 2023

This study aimed at examining the relationship among organizational learning competency, organizational commitment, protean career attitude, and organizational innovativeness as perceived by university faculties and staff as organizational innovation becomes a key challenge for universities to thrive for strengthening competitiveness. The analysis results are as follows. First, organizational learning capabilities showed a positive effect on organizational innovativeness. Second, organizational learning capabilities had a positive effect on organizational commitment. Third, organizational commitment had a positive effect on organizational innovativeness. Fourth, in the relationship between organizational learning competency and organizational innovativeness, organizational commitment showed a mediating effect and protean career attitude showed a moderating effect. Through this study, The results implies that universities should provide organizational environment to enhance organizational commitment of university faculties and develop protean career attitude thrive in changing environment.

• Korean Journal of Social Welfare Studies
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• no.36
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• pp.281-299
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• 2008

The objective of this study was to examine the association between personal, housing, program, and service characteristics and quality of life among persons with severe mental illness living in supported housing. A cross sectional survey of a random sample of 237 clients residing in supported housing in Philadelphia was used to assess the association between personal and environmental characteristics, and quality of life. Data were collected from structured interviews, administrative data, the 2000 U.S. Census data file and the Philadelphia police crime database. Multiple regression analyses were used to identify personal and environment characteristics that are associated with quality of life. Clients with diagnoses of schizophrenia, those with lower levels of psychiatric symptoms, those with higher levels of physical health status, and those with higher levels of perceived supportiveness with staff had higher levels of quality of life. Findings of this study suggested that clients' clinical characteristics and consumer staff relationships can be important variables for understanding quality of life among supported housing residents. Factors associated with quality of life identified in this study may help service providers design and plan services to promote quality of life and stable independent living in the community of supported housing residents.

• Asia Marketing Journal
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• v.14 no.4
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• pp.143-165
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• 2013

Sales force automation (SFA) technologies are increasingly used to support customer relationship management (CRM) strategies. However, the popular press reports mixed results among companies incorporating SFA technologies and the previous studies have less interested in relationship quality between sales person and customer as an outcome of SFA. Actually the improved quality of the salesperson-customer relationship may be the most important outcome of SFA usage. This outcome is especially meaningful in today's marketplace given the increasing focus placed on customer retention and other customer related performance such as customer lifetime value. Therefore, this study seeks to further examine the impact of SFA usage within two different firms using SFA technologies to examine the impact of SFA usage on both customer relationship quality and sales performance. Additionally, the moderating roles of perceived managerial support and salesperson experience on the outcomes of SFA usage are examined. The results shows that direct effect of SFA usage on performance was not significant but highlight the mediating role of customer relationship quality in the SFA usage - sales performance relationship. Also, this research examines a number of moderating effects of both management supports for SFA and salesperson's sales work experience. The results indicate that management support has a significant direct influence on relationship quality and salesperson performance, but not a significant moderating effect on the relationship between SFA usage and the outcomes (relationship quality and performance). Thus moderating effects were not supported but find significant main effects. First of all, finding of this study suggest that a formula for successful SFA implementation must be one that highlights a SFA usage → relationship quality → sales performance sequence. This means when sales person use SFA they must build relationship with customer first then will return some long term performance. Second, the implications of not considering the introduction of big technology initiatives in terms of fit within the company's culture, strategy, structure, and environment may in many cases be quite noteworthy. Therefore, the launching of a new technology in the firm, such as SFA, may have a nonlinear impact upon overall firm performance, depending on the presence of other complimentary resources and capabilities. Finally the authors offer a number of implications for research and practice, and suggest directions for future SFA research that may further improve our understanding of this increasingly relevant topic.

• The Korean Journal of Franchise Management
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• v.13 no.2
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• pp.33-51
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• 2022

Purpose: The online market is growing the most in history due to the expansion of non-face-to-face commerce. In addition, as consumers' interest in health, food safety, and environment increases, interest in and consumption of eco-friendly agricultural products is also increasing. Therefore, in the case of a specialty store that sells eco-friendly organic agricultural products, a marketing strategy that can increase customer loyalty by reflecting these consumer needs is necessary. In this study, the store attributes of eco-friendly food stores are classified into location, assortment, price, quality, and employee service, and the effect of each store attribute on utilitarian and hedonic value is investigated. Research design, data, and methodology: The subjects of this study were customers who visited an eco-friendly food store. Of the 511 survey responses, 311 were used for statistical verification, excluding 200 who had not visited within the last 3 months. For statistical analysis, Smart PLS 3.0 was used, and after checking the validity and reliability of the items, hypothesis testing was performed. Result: As a result of the study, it was found that assortment, quality, and employee service among store attributes had a positive (+) effect on utilitarian and hedonic value. Second, location had no significant effect on utilitarian and hedonic value. Third, price did not appear to have a positive (+) effect on the utilitarian value, and it was found to have a positive (+) effect on the hedonic value. Fourth, It was investigated whether the presence or absence of delivery service had an effect on store attributes between utilitarian and hedonic value, and it was found that there was a significant effect between employee service and hedonic value. Conclusions: Among eco-friendly food store environment management will be required in order to provide food that meets the tastes and needs of consumers by diversifying the taste, standard, and quality grade of food, and to maintain or improve the quality. In order to unlike other stores, eco-friendly food stores have high price resistance from the point of view of consumers, so it is necessary to diversify promotional media such as YouTube and SNS to raise awareness of eco-friendly organic food.

• Journal of Distribution Research
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• v.11 no.2
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• pp.29-57
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• 2006

While a number of studies have recognized the importance of environment of channel systems and consequences of changed environment, only limited studies have dealt with this issue theoretically and practically. The purpose of this study is to empirically validate whether one dimension of environment, called dynamism, has an influence on the relationship characteristics such as transaction specific investment opportunism and conflict or not: further, it is designed to delve into whether these relationship characteristics have any influence on one crucial relationship quality, 'trust' and its two constituent dimensions - credibility and benevolence. In order to provide empirical validation, a survey was conducted to 163 sales office managers at a major newspaper publisher in Korea. An analysis of the data retrieved from this survey indicated that while environmental dynamism has a positive influence on the publisher's opportunism and conflict perceived by the sales office managers, it did not show a direct influence on the transaction specific investment made by the publisher. Furthermore, while publisher's transaction specific investment had a positive influence on the credibility and the benevolence respectively, publisher's opportunism and level of sales office conflict had a negative influence on the credibility and the benevolence respectively. Currently, a publisher is facing an unprecedentedly dynamic environment. This study should provide ample implications for the publisher in establishing trust, which is a crucial condition in developing and maintaining a long-term successful relationship with its sales offices.