• Title/Summary/Keyword: Relationship Marketing Orientation

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Effects of Dental Personnels' Relationship Orientation on Rapport and Loyalty (치과종사자의 관계지향성이 레포와 충성도에 미치는 영향)

  • Lee, Eun-Ju
    • Journal of dental hygiene science
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    • v.9 no.3
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    • pp.265-270
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    • 2009
  • This research provides the point of view by operating SPSS(14.0) about effective management and marketing focusing on customer by comparing and analyzing the effect which affects loyalty for the dental clinic and the rapport occurring when the dental worker communicates affirmatively with customers. The data was gathered from 300 customers visiting to a private dental clinic through the self-administered questionnaire in Jinju, Gyeng-nam. The communication(.017) and value property(.006) of service provider affects the rapport significantly. Last, the trust(.000), value property(.023) and the rapport(.000) affect the loyalty-a result variable-significantly.

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The Effect of Empowerment and Internal Service Quality Management in an Airline on Customer Orientation (항공사의 구성원들에 대한 임파워먼트와 내부서비스 품질 관리가 고객지향성 향상에 미치는 영향)

  • Yoon, Han-Young;Lim, Jong-Bin;Park, Kang-Sung;Park, Wan-Kyu;Park, Sung-Sik
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.20 no.7
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    • pp.578-588
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    • 2019
  • As the service industry develops, service quality, customer satisfaction, and human resource management are considered priorities in modern management to maintain a company's growth. Therefore, understanding the strategic importance of service marketing is an essential task for modern companies. This study examined the relationship between the internal service quality of employees in the organization and customer orientation through organizational effectiveness. In the case of an airline, a service can be defined as an interaction between an external customer and an internal customer service provider. This interaction significantly affects the behavior and attitude of the employees. Based on the results, empowerment has a significant influence on the internal service quality, but it has no significant effect on customer orientation. As the relationship between department and employees improved, the more confident staff showed an improved ability to perform their work. Therefore, it is important that the organizational structure and the reporting system are as concise and clear as possible to allow employees to accurately recognize the authorities and responsibilities assigned to them and have autonomy and discretion in the framework.

An Empirical Study on the Determinants of Innovation Performance of SMEs in the Daejeon and Chungcheong Region (지역혁신체제관점에서의 대전·충청지역 중소기업 혁신성과 결정요인에 관한 실증적 연구)

  • Kim, Young-Jin;Kim, Byung-Keun
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.17 no.9
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    • pp.102-111
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    • 2016
  • This study aims to identify the characteristics of the regional innovation system(RIS) and the determinants of innovation performance of SMEs. Data were collected from a questionnaire survey on 64 SMEs in the Daejeon and Chungcheong regions to uncover the relationship between capabilities, regional innovation capacities and innovation performance. The moderating effects of regional innovation capacities on the relationship between firms' innovation capabilities and performance were also tested. Empirical results revealed that R&D, marketing and entrepreneurial orientation had positive effects. The moderating effect of regional innovation capabilities on the relationship between entrepreneurial orientation (risk taking) and performance was also confirmed.

A Study on the Regulatory Focus, Entrepreneurial Orientation, and Entrepreneurial Intentions of College Students in Korea (대학생의 조절초점성향이 기업가정신 및 창업의도에 미치는 영향에 관한 연구)

  • Bae, Byung Yun;Lee, Joo-Heon
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.10 no.6
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    • pp.215-223
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    • 2015
  • Recently, in OECD countries, youth unemployment has become one of the most serious problems in society. Entrepreneurship creates innovative new companies that create more jobs than big traditional companies. In addition, entrepreneurship develops creative human resources leading to fertile ground for new technology and business innovation. Recently, regulatory theory has drawn a lot of attention and interest in the literature of psychology and marketing management. However, the theory has not been applied to the study of entrepreneurship. In this article, we try to examine the relationship among regulatory focus, entrepreneurial orientation, and entrepreneurial intentions of korean college students who show their interests in entrepreneurship. From our empirical study, we find the followings. First, promotion focus thriving on optimism, taking risks, and trying new actively affect positively on entrepreneurial orientation and entrepreneurial intention. Second, prevention focus concentrating on security, fulfilling responsibilities and maintaining efficiency does not always affect negatively on entrepreneurial orientation and entrepreneurial intention. In other words, prevention-focused students do not always have bad impression on entrepreneurship and may consider entrepreneurship as viable career path similar to average college students. Third, our empirical findings are consistent with previous studies that entrepreneurial intention is positively affected by entrepreneurial orientation.

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The Impacts of the Service Quality of Coffee Shop Adapting the CoffeeSERV on Customer's Perceived Value, Customer Satisfaction, Behavioral Intention: Focusing on Regulatory Focus Theory (CoffeeSERV측정모형을 활용한 커피전문점 서비스품질의 가치지각, 고객만족, 행동의도의 영향관계 연구: 조절초점동기의 조절효과를 중심으로)

  • KANG, Hwa-Seok
    • The Korean Journal of Franchise Management
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    • v.10 no.3
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    • pp.37-52
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    • 2019
  • Purpose - This study examined the relationship between service quality, perceived value, customer satisfaction and behavioral intention of coffee shop using CoffeeSERV scale. In this model, CoffeeSERV scale consists of fundamental characteristics, physical environment, confidence, beverage characteristics, and representation factors. In particular, this study tried to demonstrate the moderating effect of customer's regulatory focus orientation among in the relationships between service quality, perceived value, customer satisfaction and behavioral intention. Research design, data, and methodology - This study intends to expand the existing service quality research by using the coffee shop service quality measurement tool developed by domestic researchers. I wanted to find some implications for the trend. In particular, this study applied the regulatory focus theory to identify individual differences of customers regulatory focusing motivation. In order to verify several hypotheses, the data were 227 college students and analyzed with SPSS/PC 21.0 and SmartPLS 3 program. The moderating role of customer's regulatory focusing motivation was tested using multi-group analysis with SmartPLS 3 program. Results - The resutls are as follows. First, the fundamental characteristic factors only had a significant influence on the utilitarian value perception, but in the hedonic value perception, all other service factors except for the beverage characteristic had a statistically significant effect. Second, utilitarian and hedonic value had significant effects on customer satisfaction. Third, customer satisfaction had a significant effect on behavioral intention. Finally, the regulatory focus orientation played a moderating role in the relationship between beverage characteristic - utilitarian value, representation - utilitarian value, fundamental characteristic - hedonic value, physical environment - hedonic value, confidence - hedonic value, and utilitarian value - behavioral intention. Conclusions - The results of this study show that the various service quality factors that make up the CoffeeSERV scale have different effects on utilitarian and hedonic value. This means that perceived benefits from product and service experience have different impacts on the customer's experience. Therefore, marketers should identify the impacts of service quality dimension that customers who use coffee shops consider important, understand the impact process of these quality factors on experience value, customer satisfaction, and behavioral intention, and allocate limited marketing budget. The results also show that it is possible to establish differentiatied response strategies using customer's regulatory focus orientation to find ways to enhance utlitarian and hedonic value, customer satisfaction, and behavioral intention using various Coffeeshop service quality factors. At the end of this paper, some limitations and future research directions were suggested.

The mediating role of visual merchandising consciousness in offline apparel retailing (의류점포유통에서 비주얼머천다이징 의식성의 매개적 역할)

  • Lee, Kyu-Hye;Jang, Jung-Won
    • The Research Journal of the Costume Culture
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    • v.27 no.3
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    • pp.285-297
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    • 2019
  • Retail firms have begun to pursue the marketing strategies, which stimulate consumers' sensibility and lead people to purchase their products. The visible effects of visual merchandising (VM) arouse consumers' interest and play an effective role in having busy people efficiently choose products. Apparel retail stores such as SPA use the offline store to be the experiential environment of their branding. Consumers' sensitivity and response toward various visual merchandising strategies needs to be accessed. The purpose of this study is to identify VM consciousness and VM evaluation attribute factors. Relationship of such variables with other variables were accessed. As consequence variables, product satisfaction and unplanned purchase behavior were included in the study. An empirical survey data was collected from men and women of various ages. Results indicated that VM consciousness and VM evaluation attribute factors were not correlated with consumer demographic variables. VM evaluation attributes were factored into appropriateness, attractiveness and functionality dimensions. Clothing involvement and brand orientation significantly influenced product satisfaction and unplanned purchase. The direct and indirect effect (via VM consciousness) were significant. For unplanned purchase, brand orientation only had indirect effect. The influence of VM evaluation attribute factors were significant. Appropriateness had stronger effect on product satisfaction whereas attractiveness had stronger effect on unplanned behavior. Functionality dimension had only indirect effect on product satisfaction but did not show significant direct and indirect effects on unplanned purchase. This study identified the pivotal role of VM consciousness in various shopping and purchasing circumstances in offline retail store of apparel brands.

The Effect of Franchisors' Gapjil on Economic Satisfaction, Social Satisfaction, and Recontract Intention

  • HUR, Soon-Beom;LEE, Yong-Ki
    • The Korean Journal of Franchise Management
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    • v.12 no.2
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    • pp.35-49
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    • 2021
  • Purpose: The major objective of this study is to develop a model for the impact of franchisors' Gapjil (verbal·nonverbal Gapjil, abusing bargaining position, refusing transaction, false or exaggerated information, restrictive practices, unfair damage compensation) on franchisee's recontract intention. We also examine the mediating role of economic satisfaction and social satisfaction in the relationship between franchisors' Gapjil and franchisee's contract intention. Research design, data, and methodology: Data were collected from franchisee owners located nationwide in Korea. Out of 256 questionaires distributed, a total of 256 questionnaires were returned. After excluding 10 invalid respondent questionnaires, we coded and analyzed 246 valid questionnaires (effective response rate of 96.09%) using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 22.O and SmartPLS 3.0. Results: The findings of this study are summarized as follows: First, among the Gapjil of the franchisors, restrictive practices and unfair damage compensation had negative effects on economic and social satisfaction, but verbal and nonverbal Gapjil for economic and social satisfaction was not significant. Second, abusing bargaining positions and false or exaggerated information had negative effects on social satisfaction, but for economic satisfaction, found to be insignificant. Third, economic and social satisfaction had positive effects on the franchisee's recontract intention to the franchisor. Conclusion: The following implications of this study are as follows. First, the construct of Gapjil that occurs between the franchisors and the franchisees was first presented, and the franchisors' Gapjil is divided into interpersonal Gapjil and structural Gapjil. Second, the Gapjil of the franchisors can be an important predictor variable in maintaining and developing a long-term relationship between the franchisors and the franchisees. Third, solving conflict due to the Gapjil problem between franchisors and franchisees can be an important factor for franchisors and franchisees to co-survive and thrive in Korean franchise system. Fourth, this study suggest that managing the Gapjil of the franchisors was a important antecedent factor in maintaining long-term relationship between the franchisors and the franchisees. Therefore, this study will help franchisors formulate effective symbiotic marketing strategies to satisfy relationships with franchisees and consequently enhance long-term orientation.

An Collaborative Filtering Method based on Associative Cluster Optimization for Recommendation System (추천시스템을 위한 연관군집 최적화 기반 협력적 필터링 방법)

  • Lee, Hyun Jin;Jee, Tae Chang
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.6 no.3
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    • pp.19-29
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    • 2010
  • A marketing model is changed from a customer acquisition to customer retention and it is being moved to a way that enhances the quality of customer interaction to add value to our customers. Such personalization is emerging from this background. The Web site is accelerate the adoption of a personalization, and in contrast to the rapid growth of data, quantitative analytical experience is required. For the automated analysis of large amounts of data and the results must be passed in real time of personalization has been interested in technical problems. A recommendation algorithm is an algorithm for the implementation of personalization, which predict whether the customer preferences and purchasing using the database with new customers interested or likely to purchase. As recommended number of users increases, the algorithm increases recommendation time is the problem. In this paper, to solve this problem, a recommendation system based on clustering and dimensionality reduction is proposed. First, clusters customers with such an orientation, then shrink the dimensions of the relationship between customers to low dimensional space. Because finding neighbors for recommendations is performed at low dimensional space, the computation time is greatly reduced.

An Empirical Study on the Utilization and Performance of the Korea-China FTA in Korean SMEs

  • Shen, Zhifeng;Kim, Tae-In;Chen, Lifu
    • Journal of Korea Trade
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    • v.23 no.4
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    • pp.131-148
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    • 2019
  • Purpose - Based on the Korea-China FTA as the starting point, this paper makes an empirical analysis of the main influencing factors of the FTA utilization and performance of SMEs. Design/methodology - Taking into account the relationship between the internal and external environmental factors on FTA activities and performance of Korea's SMEs, with PLS-SEM and data obtained by the questionnaire, Smart PLS was applied for the analysis. Findings - The recognition of FTA in SMEs has a significant positive effect on FTA utilization and performance, the international marketing orientation factor only has a significant positive effect on the performance, while the inadequate improvement of non-tariff barriers has a significant negative impact on FTA utilization. In addition, FTA activity has a significant mediation effect on two paths. Originality/value - This paper is of great practical relevance as a tool to enable SMEs to make effective utilization of Korea-China FTA and improve their imports and exports. The paper helps grasp the main factors affecting the utilization and performance of FTA for SMEs, also to establish FTA Business Model and FTA utilization plans for specific industries in the future regarding tariff and non-tariffs compatibility.

Structural Properties of Social Network and Diffusion of Product WOM: A Sociocultural Approach (사회적 네트워크 구조특성과 제품구전의 확산: 사회문화적 접근)

  • Yoon, Sung-Joon;Han, Hee-Eun
    • Journal of Distribution Research
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    • v.16 no.1
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    • pp.141-177
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    • 2011
  • I. Research Objectives: Most of the previous studies on diffusion have concentrated on efficacy of WOM communication with the use of variables at individual level (Iacobucci 1996; Midgley et al. 1992). However, there is a paucity of studies which investigated network's structural properties as antecedents of WOM from the perspective of consumers' sociocultural propensities. Against this research backbone, this study attempted to link the network's structural properties and consumer' WOM behavior on cross-national basis. The major research objective of this study was to examine the relationship between network properties and WOM by comparing Korean and Chinese consumers. Specific objectives of this research are threefold; firstly, it sought to examine whether network properties (i.e., tie strength, centrality, range) affect WOM (WOM intention and quality of WOM). Secondly, it aimed to explore the moderating effects of cutural orientation (uncertainty avoidance and individuality) on the relationship between network properties and WOM. Thirdly, it substantiates the role of innovativeness as antecedents to both network properties and WOM. II. Research Hypotheses: Based on the above research objectives, the study put forth the following research hypotheses to validate. ${\cdot}$ H 1-1 : The Strength of tie between two counterparts within network will positively influence WOM effectivenes ${\cdot}$ H 1-2 : The network centrality will positively influence the WOM effectiveness ${\cdot}$ H 1-3 : The network range will positively influence the WOM effectiveness ${\cdot}$ H 2-1 : The consumer's uncertainty avoidance tendency will moderate the relationship between network properties and WOM effectiveness ${\cdot}$ H 2-2 : The consumer's individualism tendency will moderate the relationship between network properties and WOM effectiveness ${\cdot}$ H 3-1 : The consumer's innovativeness will positively influence the social network properties ${\cdot}$ H 3-2 : The consumer's innovativeness will positively influence WOM effectiveness III. Methodology: Through a pilot study and back-translation, two versions of questionnaire were prepared, one in Korean and the other in Chinese. The chinese data were collected from the chinese students enrolled in language schools in Suwon city in Korea, while Korean data were collected from students taking classes in a major university in Seoul. A total of 277 questionnaire were used for analysis of Korean data and 212 for Chinese data. The reason why Chinese students living in Korea rather than in China were selected was based on two factors: one was to neutralize the differences (ie, retail channel availability) that may arise from living in separate countries and the second was to minimize the difference in communication venues such as internet accessibility and cell phone usability. SPSS 12.0 and AMOS 7.0 were used for analysis. IV. Results: Prior to hypothesis verification, mean differences between the two countries in terms of major constructs were performed with the following result; As for network properties (tie strength, centrality and range), Koreans showed higher scores in all three constructs. For cultural orientation traits, Koreans scored higher only on uncertainty avoidance trait than Chinese. As a result of verifying the first research objective, confirming the relationship between network properties and WOM effectiveness, on Korean side, tie strength(Beta=.116; t=1.785) and centrality (Beta=.499; t=6.776) significantly influenced on WOM intention, and similar finding was obtained for Chinese side, with tie strength (Beta=.246; t=3.544) and centrality (Beta=.247; t=3.538) being significant. However, with regard to WOM argument quality, Korean data yielded only centrality (Beta=.82; t=7.600) having a significant impact on WOM, whereas China showed both tie strength(Beat=.142; t=2.052) and centrality(Beta=.348; t=5.031) being influential. To answer for the second research objective addressing the moderating role of cultural orientation, moderated regression anaylsis was performed and the result showed that uncertainty avoidance moderated between network range and WOM intention for both Korea and China, But for Korea, the uncertainty avoidance moderated between tie strength and WOM quality, while for China it moderated between network range and WOM intention. And innovativeness moderated between tie strength and WOM intention for Korea but it moderated between network range and WOM intention for China. As a result of analysing for third research objective, we found that for Korea, innovativeness positively influenced centrality only (Beta=.546; t=10.808), while for China it influenced both tie strength (Beta=.203; t=2.998) and centrality(Beta=.518; t=8.782). But for both countries alike, the innovativeness influenced positively on WOM (WOM intention and WOM quality). V. Implications: The study yields the two practical implications. Firstly, the result suggests that companies targeting multinational customers need to identify segments which are susceptible to the positive WOM and WOM information based on individual traits such as uncertainty avoidance and individualism and based on that, develop marketing communication strategy. Secondly, the companies need to divide the market on Roger's five innovation stages and based on this information, enforce marketing strategy which utilizes social networking tools such as public media and WOM. For instance, innovator and early adopters, if provided with new product information, will be able to capitalize upon the network advantages and thus add informational value to network operations using SNS or corporate blog.

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