• 한국산업정보학회논문지
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• 제22권3호
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• pp.95-107
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• 2017

본 연구는 은행의 서비스품질을 결과품질, 물리적 환경품질, 상호작용품질로 구분하고 각 차원이 고객만족과 교차구매의도 및 관계지속의도에 미치는 구조모형을 제안하고 은행을 이용하는 고객들을 대상으로 실증 분석하였다. 분석결과 첫째, 서비스품질의 상호작용품질, 결과품질, 물리적 환경품질의 3가지 차원이 은행의 고객만족을 형성하는 하나의 원천임이 확인하였다. 둘째, 은행을 이용하는 고객들이 지각하는 은행의 상호작용품질, 결과품질, 물리적 환경품질을 높게 지각할수록 고객만족에 긍정적인 영향을 미치는 것으로 나타났으며, 그 영향력이 크기는 상호작용품질, 물리적 환경품질, 결과품질 순으로 나타났다. 셋째, 은행 서비스에 대한 고객만족은 관계지속의도 및 교차구매의도에 긍정적인 영향을 미치는 것으로 나타났다. 끝으로 이들 분석결과를 바탕으로 본 연구의 시사점과 향후 연구방향을 제시하였다.

• 한국보육지원학회지
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• 제18권5호
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• pp.1-17
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• 2022

Objective: The purpose of this study is to examine the effect of childcare teachers' active motivation for choosing a profession on the quality of their interaction with infants and toddlers, and to investigate the moderating effect of their emotional dysregulation. Methods: The subjects of this study were childcare teachers working with infants and toddlers. A mobile survey was conducted and a total of 282 sets of results have been collected. Moderating effects have been explored with the use of PROCESS Macro (version 3.5) Model 1. Results: The main findings showed that childcare teachers' emotional dysregulation played a moderating role in the effect of childcare teachers' active motivation on the quality of interaction with infants and toddlers. Conclusion/Implications: The results of this study imply that the ability of childcare teachers working with infants and toddlers to regulate their emotions can simultaneously play a role as a protective factor as well as a risk factor for the quality of interaction. Also, it was revealed that is necessary to give pre-service teachers an opportunity to deliberate on their motivations for a childcare teacher position.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제14권8호
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• pp.3457-3472
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• 2020

The rapid change in the financial market has led to a shift to relationship marketing, which emphasizes relationships with existing customers rather than creating new ones. Therefore, to achieve competitive advantage in the market, assessing service quality and relationship quality has become an important tool for financial institutions. The widely applied five dimension model has shown problems of dimensions overlapping and blurring with each other, which results in the lack in providing the marketer with practical administrative implications. Therefore, a three dimensional model, composed of interaction quality, physical environment quality and outcome quality, that could be applied in general to various service industries and, at the same time, categorized into service quality dimensions that are not ambiguous for marketers to manage has been utilized. As a result, in the case of Korean consumers, interaction quality, physical environment quality, and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. For Brazilian consumers, physical environment quality and outcome quality were shown to have positive effects on customer satisfaction and customer loyalty. Also, a median effect of customer satisfaction was found. This paper reviews the concept and dimensions of service quality and relationship quality, as well as verifying the structural relationship between the two variables through empirical analysis. Through the results of the analysis, the paper compares the differences between two distinctive countries and present theoretical and academic implications.

• 아동학회지
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• 제35권2호
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• pp.191-209
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• 2014

This study examined the effects of teacher's self-efficacy on children's sociality through the mediating effects of job-satisfaction and the quality of teacher-child interaction. The participants in this study consisted of 27 teachers working at child care centers and 71 children(4-5 years old) in their charge in Seoul and Gyeonggi-do province, Korea. Data were analyzed by means of a Hayes's PROCESS(2012) program to identify the serial multiple mediating effects and the relationships which exist among the various factors. The present study found that teacher's self-efficacy had significant indirect effects on children's sociality through job-satisfaction and the quality of teacher-child interaction. These results suggest that a higher level of teacher's self-efficacy leads to greater job-satisfaction and better quality of teacher-child interaction and this in turn has an influence on children's sociality.

• 융합경영연구
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• 제11권2호
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• pp.23-32
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• 2023

Purpose: This study examines the effect of full information disclosure on seller profit when there exists information asymmetry between sellers and buyers, focusing on the risk averseness of buyers. By investigating the interaction between product quality and perceived risk through online sales data, we attempt to figure out the incentive structure of full information disclosure specifically when buyers are risk-averse, so that we can suggest more feasible information disclosure strategy to sellers. Research design, data and methodology: Our empirical model analyzes the sales data of collectible goods from a major online seller using Poisson regression. In our model, we have specifically considered risk-averseness of buyers by estimating the interaction effect between the product quality and perceived risk on seller profit, aiming for a more precise empirical analysis on sellers' incentive structure of full disclosure. Results: Our empirical analysis strongly supports the effect of interaction between product quality and perceived risk, showing that the incentive for full disclosure is much stronger when product quality is higher, and vice versa. Therefore, sellers are strongly encouraged to voluntarily reveal product weaknesses when their product quality is higher than average, while it is more profitable to hide any product defects when quality claim is lower than average. Conclusions: This study supports the related literature by confirming economic incentives for full disclosure, and also supplements and strengthens previous studies by presenting that the effect of interaction between product quality and perceived risk strongly affects seller profit. Our unique finding supports both mandatory disclosure and voluntary disclosure arguments and presents practical implications to marketing managers by suggesting that seller's incentive for revealing weaknesses depends on the level of seller's product quality.

• Asia pacific journal of information systems
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• 제6권1호
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• pp.39-74
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• 1996

Most of the research on a group decision support system [GDSS] has focused on directly examining its effect on the decision outcomes. Under this research framework, however, the role of group interaction process is largely ignored. This study focuses on the effect of the group interaction process on decision-making performance when a GDSS is used as the only medium for group interaction. Specifically, this study sought to determine whether significant relationships exist between the quality of the decision and the decision functions, contingent phases, and different decision paths. Natural interaction processes of decision -making groups was simulated in an experimental setting in which volunteer subjects from several business classes were assigned to dispersed three-person groups undertook the experimental task via a decision network. A baseline GDSS was developed for this setting. The results of this study confirmed earlier studies in a non - GDSS setting to suggest significant effects of decision functions and contingent phases on the quality of decision but no significant relationship between decision path and the quality of group decision.

• 아동학회지
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• 제26권5호
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• pp.105-121
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• 2005

Data were collected from 120 teachers at 67 childcare centers in Seoul and Kyunggi-Do. The Assessment Scale for Day Care Programs(Rhee et ai., 2003) was used to observe teachers' interaction behaviors. Subjects responded to the teachers' job stress scale developed by the author and a modified version of teachers' efficacy scale based on the Science Teaching Efficacy Belief Instrument(Enochs & Riggs, 1990). Data were analyzed with descriptive statistics, Pearson correlations, and hierarchical regressions. Results showed that quality of teachers' interaction behaviors correlated negatively with teachers' job stress, and positively with teachers' personal efficacy; teachers' belief of efficacy moderated the relationship between job stress and teachers' interaction behaviors.

• 한국프랜차이즈경영연구
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• 제15권2호
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• pp.1-15
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• 2024

Purpose: Service quality plays an important role in the credibility of consumer behavior as it enhances brand loyality in hospitality business. The objective of this study is to determine the effects of service quality, positive emotion, brand affection, and brand loyalty in restaurant sector by applying the S-O-R model. The study also introduces a new integrated structural model that combines service quality's dimensions of physical quality, interaction quality, and outcome quality. Research design, data, and methodology: This study was analyzed in a quantitative way using the survey results of 395 customers who had experience of visiting restaurants. All constructs were measured with multiple items developed and validated in prior studies. In this study, SmartPLS 4.0 was used to evaluate the research model. The reliability, convergent validity, and discriminant validity of the measurement tool were verified. Result: Result was found that service quality(physical quality, interaction quality, outcome quality) had a positive effect on positive emotion and brand affection. Also both of positive emotion and brand affection had a positive effect on brand loyalty. This study contributes to the service quality literature and has practical managerial implications.

• 통상정보연구
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• 제17권3호
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• pp.359-378
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• 2015

본연구의 목적은 무역전시의 서비스품질과 고객만족 및 충성도에 관한 구조적 관계를 분석함으로써 전시회의 경쟁력을 높이기 위한 전략적 시사점을 제공하고자 한다. 이를 위해 고객만족과 충성도에 영향을 미치는 서비스품질요인을 측정하기 위하여 물리적환경품질, 상호작용품질, 결과품질의 3차원으로 구분하였고, 전시참가업체를 대상으로 실증분석하였다. 연구 결과 서비스품질의 고객만족에 대한 영향에 있어 물리적환경품질, 상호작용품질, 결과품질이 모두 유의하게 나타났다. 서비스품질요인과 충성도의 관계에서는 상호작용품질과 결과품질이 충성도에 유의한 영향을 미치는 것으로 나타났고, 물리적 환경품질은 유의한 영향을 미치지 않는 것으로 나타났다. 고객만족은 충성도에 유의한 영향을 미치는 것으로 나타났다.

• 아동학회지
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• 제33권6호
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• pp.109-131
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• 2012

The purpose of this study was to investigate the effects of the home literacy environment, mother's literacy belief and parenting efficacy in terms of the interaction which occurs during reading picture books between mothers and preschoolers. Questionnaires from 378 5-year-olds' mothers in Seoul and Kyunggi province were analysed. The findings from the validated structural equation model constructed with these variables were as follows. First, the home literacy environment, the mother's literacy beliefs and the mother's general parenting efficacy affected the quantity, and the quality of interaction whilst reading books with preschoolers. Second, the mother's efficacy in education and communication had a direct impact on the quantity of the interaction during reading books through the mediation of the home literacy environment, and had an indirect effect on the quality of the interaction whilst reading books, respectively. Third, the mother's efficacy in communication directly accounted for the quality of the interaction which occurs whilst reading books with children.