• The Journal of Information Systems
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• v.23 no.4
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• pp.25-47
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• 2014

The purpose of this study is to identify and comprehensively explain the SCM-related factors involved in the realization of RTE, including the quality of information concerning SCM, the quality of SCM partnerships, and relationship controlling factors (planning control, behavioral control, and outcome control). This study systematizes the interactions among these factors into a form of a model, elucidating how these interactions affect and shape RTE characteristics. To validate the research model proposed in the study, filed survey was conducted with 79 staffs in Korean company using SCM. The findings of the study can be summarized as follows: First, the quality of information concerning SCM had significant effect on the quality of SCM partnerships, planning control, behavioral control, and outcome control. Not only does the quality of SCM information directly influence the quality of SCM partnerships, planning control, behavioral control, and outcome control; but it also indirect influence on forecasting, agility, and visibility of SCM though its influence on the different forms of relationship control. Second, the quality of SCM partnerships also had significant effect on planning control, behavioral control, and outcome control. In addition to directly influencing these forms of relationship control, the quality of SCM partnerships also indirectly influenced forecasting, agility, and visibility though its influence on relationship control. Third, planning control significantly influenced forecasting, agility and visibility. Fourth, behavioral control significantly influenced forecasting, but neither agility nor visibility. Fifth, outcome control had significant influence on forecasting, agility, and visibility.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.451-473
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• 2001

This research aims to investigate the structural relationship among service quality, service value, satisfaction, relation quality and re-use intention and to establish the conceptual framework for the relationship between customer and service supplier. This research employs LISREL 8.30 for an empirical approach. With consumers in beauty shops supplying intangible and autonomous-oriented services, it was found that (1) perceived service quality was positively related to service value, satisfaction, relation quality and re-use intention, (2) service value encouraged satisfaction and relation quality, (3) satisfaction and relation quality showed relationship with re-use intention while no relationship between service value and re-use intention was tested, (4) re-use intention presented relatively strong relationship with relation quality geared from interaction between customer and service supplier than with customer satisfaction. Some implications of these results are discussed. Among others, it is noted that the small and customized firms must put their attention on relationship marketing.

• Fashion & Textile Research Journal
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• v.11 no.3
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• pp.417-426
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• 2009

This study is to examine the structural relationships among store choice attributes, consumption emotion, relationship quality, and loyalty of Outlet. The data were collected from customers who have purchased clothing at the fashion outlet stores, For data analysis and structural equation model were analyzed by using LISREL. The subjects were male/female consumer experienced in purchasing clothes at fashion outlet stores. The results of this study are as follows: First, product, advertising, and instore atmostphere had significantly positive effect on consumption emotion. Second, consumption emotion had significantly positive effect on relationship quality(consumer's satisfaction and trust) and loyalty. Third, relationship quality(consumer's satisfaction and trust) had significantly positive effect on loyalty.

• Journal of the Korea Safety Management & Science
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• v.17 no.4
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• pp.67-75
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• 2015

This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn't affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.

• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.35-41
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• 2011

This paper reviewed the relationship between job quality, job satisfaction and occupational injuries, and the mediating effect of job satisfaction. Based on the responses from 278 employees in manufacturing sector, the results of multiple regression analysis showed that all job quality factors(job variety, autonomy, job importance, feedback) have positive relationship with job satisfaction and job satisfaction has negative relationship with number of injuries. Also, job satisfaction was found to mediates the relationship between all job quality factors and occupational injuries.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.6
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• pp.675-684
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• 2003

The purposes of this study was to identify the dimensions of salesperson's effort and to examine the effect of salesperson's effort on relationship quality and customer intent to relationship continuity of middle upper class older female customers. The subjects used for the study were 202 middle upper class older female customers over 55 years living in Seoul. Factor analysis, paired t-test, multiple regression analysis and path analysis were used for statistics analysis. The results of this study were as follows. First, 5 factors were identified for the dimensions of salesperson's effort in older female customer's perception: attentiveness/product competence/effective access/friendliness/ special treatment. The salesperson's effort perceived most importantly was friendliness. Second, the salesperson's effort perceived by customer had direct and indirect effects on customer intent to relationship continuity; indirect effect mediated by relationship quality was larger than the direct one. Relationship quality was proved to have a crucial role in customer intent to relationship continuity. The influences of dimensions of salesperson's effort were also investigated. The effective access affected considerably on customer intent to relationship continuity.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.4
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• pp.606-618
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• 2010

The study investigated how 'word of mouth' originates in the chain restaurant industry. It has long been acknowledged that 'word of mouth' is a critical factor for the success of a restaurant business due to its targetability and cost effectiveness. A review of the literature revealed four antecedents of 'word of mouth': service quality, perceived value, satisfaction, and relationship quality. Based on the theoretical/empirical relationships between those constructs, a structural model composed of the hypotheses was proposed. The structural model was tested with data collected from 471 chain restaurant patrons. The structural equation modeling analysis revealed that five constructs in the proposed model are interrelated, and during this process, word of mouth is formed in the chain restaurant industry. A positive relationship between service quality and satisfaction (0.265, p<0.05), service quality and perceived value (0.831, p<0.05), service quality and relationship quality (0.465, p< 0.05), and service quality and WOM (0.263, p< 0.05) were found, indicating that service quality is a key prerequisite for word of mouth and other constructs proposed in the model. It was revealed that perceived value doe not have a direct impact on WOM formation (t=1.275, p=0.202), but a positive relationship between perceived value and satisfaction (0.293, p<0.05) and between satisfaction and WOM (0.627, p< 0.05) were found. Therefore, it was concluded that patrons' perceived value influences word of mouth formation, but that impact is mediated by satisfaction. During this process, relationship quality also plays a mediating role in generating word of mouth. Based on data analysis, theoretical/managerial implications are discussed.

• Journal of Industrial Convergence
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• v.21 no.12
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• pp.11-23
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• 2023

This study aims to investigate the relationship between service recovery justice, residual emotions, and customer behavior. It empirically verifies that low justice in service recovery affects residual emotions and, in turn, has an impact on customers' negative behaviors. Furthermore, this research distinguishes customer-brand relationship quality into emotional relationship quality and cognitive relationship quality and seeks to validate that the type of relationship quality may influence the extent to which the justice of recovery processes affects residual emotions. Data was collected through surveys, and hypotheses were tested using structural equation modeling. The research findings indicate that among the dimensions of service recovery justice, procedural justice and interactional justice significantly influence residual emotions. Moreover, residual emotions have a significant impact on both the intention to revisit and the intention to engage in negative word-of-mouth. In addition, the impact of distributive justice and procedural justice on residual emotions was found to be higher for cognitive relationship quality than emotional relationship quality, and the impact of interactional justice on residual emotions was found to be higher for emotional relationship quality than cognitive relationship quality.

• Journal of Nutrition and Health
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• v.39 no.2
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• pp.201-211
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• 2006

The purpose of this study was to analyze the determinants affecting the consumer-brand relationship quality (CBRQ) in the fast food restaurant. The questionnaires were distributed to 250 students in the K University located in Masan, who were sampled by convenience-sampling method from December, 6 to 14, 2004. The 246 questionnaires were responded, and 12 unusable questionnaires were excluded, then 234 were used for the final analysis (response rate: 93.7%). SPSS (12.0) was used for the statistical analysis. The result of this study showed that the CBRQ of low monthly income group was significantly lower than that of high monthly income group (p < .05), and the CBRQ of more frequent visiting group was significantly higher than that of less frequent visiting group (p < .001). The CBRQ of group who spend less than 30 minutes on their visiting the fast food restaurant was lower than that of group who spend more than 30 minutes (p < .01). As a conclusion, the operators in the fast food restaurant should focus on the concentrated marketing strategy for the frequent-visiting customers who had a strong quality of consumer-brand relationship in order to increase sales volume, and at the same time they should try to make marketing strategy to induce the less frequent-visiting customers who had less strong consumer-brand relationship quality to their restaurants in order to strengthen quality of consumer-brand relationship, which would be resulted to lead them to their restaurant more frequently.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.2
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• pp.147-157
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• 2009

This paper is to test the modulating effect of organizational culture on the relationship between personality and incremental innovation, and study of the relationship between incremental innovation and service Quality in service industry. Based on 507 data gathered in service companies in Korea, analysis results and showed that procedural, interactional, and innovative culture have affirmative relation with incremental innovation. Therefore innovative culture appeared to have some modulating effect on the relationship between personality and incremental innovation. And ana-lysis results of relationship between incremental innovation and service quality are followed; service innovation and process innovations showed positive effects except some operation innovations.