• 경영과학
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• 제33권2호
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• pp.49-64
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• 2016

A literature has demonstrated that the three dimensions of corporate sustainable management activities (economic, social, and environmental responsibility) affect corporate performance via reciprocity and trust (expertize-based trust and benevolence-based trust) perception. However, previous studies show some inconsistent results for the effects of reciprocity and trust perception on the relationship between corporate sustainable management activities and corporate performance. Thus, this paper re-analyzes the relationships between the constructs based on various industries and customers. The empirical results can be summarized as follows. Expertise-based trust is affected not by social responsibility and environmental responsibility but economic responsibility.

• 디지털융복합연구
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• 제13권3호
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• pp.95-106
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• 2015

본 연구에서는 이미 마케팅, 심리학 분야에서 연구가 활발히 이루어지고 있는 관계배태성 이론을 컨설팅 산업에서 적용해 보고자 하였다. 서비스 제공자의 다양한 노력과 친사회적 서비스가 고객관계와 그에 대한 효과에 대해 중요성을 확인해 보고자 하였다. 또한, 컨설팅 분야에서도 컨설턴트의 친사회적 서비스로 하여금, 고객과의 관계에 있어서 배태성이 적용되는지에 대한 확인을 하고자 하였다. 이를 통해 컨설팅 기업의 마케팅 방향을 제시하고자 함이 본 연구에 목적이다. 연구 결과를 요약하면 다음과 같다. 컨설턴트의 친사회적 서비스는 고객과의 관계신뢰, 관계만족에 긍정적인 영향이 있음을 검증하였고, 관계적 배태성은 관계신뢰와 관계만족에도 긍정적인 영향을 주는 것으로 확인되었다. 또한, 관계적 배태성과 관계신뢰, 관계만족은 장기적인 관계 지향에 긍정적 영향을 주는 것으로 확인되었다.

• 산경연구논집
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• 제8권7호
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• pp.71-81
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• 2017

Purpose - The purpose of this study is to investigate the relationship between customer trust and intention to return to the traditional market by using empirical analysis. Research design, data, and methodology - For the empirical analysis of this study, questionnaires were conducted for adults and over 20s. A total of 200 questionnaires were distributed to consumers with experience in traditional markets, and 163 of them were used for empirical analysis. In order to analyze the relationship between customer trust and return visit intention by consumers visiting the traditional market, variables were selected through 10 constructive concepts and revised based on previous studies. The SPSS for win 18.0 was used for data analysis. Results - In order to clarify the relationship between consumer's visit to traditional market and customer's trust, it was found that the tolerance values of both the visiting factors and the consumers' perceptions of traditional markets were higher than .01. In the relationship between visitor's visit to traditional market and customer's trust, price was positively related to customer trust at 0.1% level. Image, product quality and freshness of traditional market were 5% Positive effects were found. These results show that consumers who visit traditional markets gain customer's trust in price, image, product quality and reliability of traditional market. Conclusions - In this study, the results of this study are as follows: First, the effect of customer trust on customer satisfaction is affected by the image (emotion) consumers feel about traditional market, the trust level about the price of goods offered by the market, The confidence level of freshness, the reliability of consumers' connection with the local economy, the consumer's traditional marketplace, and the level of awareness of the service (kindness) of the variables on the independent variables. As a result of the analysis, it was found that among the influence variables of customer trust used in this study, consumers had a high level of confidence about the price of commodities offered by the market, quality of goods, and freshness, The same relationship, market environment such as hygiene or cleanliness, connection with a local economy, service (kindness) of traditional market did not affect consumers' trust in traditional markets.

• 한국의류산업학회지
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• 제9권1호
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• pp.55-64
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• 2007

In this study, relationship model of relationship quality and loyalty for perceived service quality on department store is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship among perceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. The empirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors have a positive effect on customers' overall satisfaction. Second, customers' overall satisfaction have a positive effect on customer trust. Third, relationship quality have a positive effect on loyalty of customer; customers' overall satisfaction and customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications, limitations and future research directions were suggested.

• 한국유통학회지:유통연구
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• 제15권3호
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• pp.1-34
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• 2010

본 연구의 목적은 국내 외식 프랜차이즈 시스템에서 가맹점에 대한 가맹본부의 관계품질에 영향을 미치는 변수를 사후 지원서비스로 설정하고, 사후 지원서비스가 가맹점의 관계품질(신뢰, 만족, 몰입)과 경영성과(재무적 성과, 비재무적 성과)에 미치는 영향에 대한 포괄적인 모형을 개발하는 것이다. 제안된 모형을 검증하기 위하여 서울 및 경기 지역의 외식 프랜차이즈 가맹점 경영자 500명을 대상으로 설문 조사를 하여, 구조방정식을 통해 실증 분석하였다. 분석결과는 다음과 같다. 첫째, 사후 지원서비스 요인 중 제품범주 및 가격 요인과 정보제공 및 문제해결 능력 요인은 가맹점의 만족과 몰입에만 영향을 미치는 것으로 나타났다. 둘째, 물류지원과 슈퍼바이저 지원 요인은 신뢰와 만족에만 영향을 미치는 것으로 나타났다. 셋째, 재교육 및 훈련지원 요인은 가맹점의 신뢰와 몰입에만 영향을 미치는 것으로 나타났다. 넷째, 판매촉진 요인은 신뢰 만족, 그리고 몰입 모두에 영향을 미치는 것으로 나타났다. 다섯째, 관계품질요인들 간의 관계는 신뢰가 만족에 긍정적인 영향을 미치지만 몰입에는 직접적으로 영향을 미치지 못하고, 만족을 통해서 몰입에 긍정적인 영향을 미치는 것으로 나타났다. 여섯째, 신뢰는 재무적 성과에만 긍정적인 영향을 미치고, 만족과 몰입은 재무적 성과와 비재무적 성과 모두에 긍정적 영향을 미치는 것으로 나타났다. 마지막으로 본 연구의 결과요약과 시사점, 그리고 연구의 한계점과 향후 연구방향이 제시되었다.

• 한국의류학회지
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• 제34권4호
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• pp.663-672
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• 2010

This study analyzes how the relationship marketing implement factors of masstige fashion brands influence the trust, satisfaction and repurchase intention of consumers. The survey was conducted from October $15^{th}$ to $30^{th}$ in 2008 with 330 responses used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, and multiple regression analysis. The results show that the relationship marketing implement factors of masstige fashion brands were customer orientation, salesperson expertise, communication, brand expertise, and inducement. The relationship marketing implement factors of masstige fashion brands influence the trust and satisfaction of consumers. The trust and satisfaction of consumers influence the repurchase intention in the masstige fashion brands.

• 대한가정학회지
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• 제45권2호
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• pp.23-31
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• 2007

The purpose of this study was to investigate relational commitment variables-trust & commitment- effect on long-term relationship between domestic apparel firms & cooperative companies. Also this study was to examine the significant of the relationship among communication, conflict, satisfaction, & trust & commitment. The data used to teat the model were collected in a survey from 172 domestic apparel firm's outsourcing managers & was analyzed by confirmatory factor analysis & path analysis. The major results of the study were summarized as follows: 1. Communication & conflict were found to be significantly related to the satisfaction. Also, communication hade a negative effect on conflict. 2. Satisfaction was found to be significantly related to trust & commitment. & the more trust the firms had with their cooperative companies, the more commitment the firms had in the outsourcing. 3. Trust & commitment were found to be significantly related to the long-term relationship.

• 패션비즈니스
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• 제8권3호
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• pp.34-48
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• 2004

This study aims to determine any possible causation between identifying which major factors affect CRM(Customer Relationship Management) in terms of promotion strategies for fashion goods and classifying customers into several categories, so that it can seek reasonable strategic measures based on CRM. This study suggested a model by selecting several variables meeting its goals, and used total 672 sheets of questionnaire for final analysis. In addition, a structural equation model was analyzed As a result, it was found that pricing flexibility had more or less influential relationships with trust, satisfaction and commitment in CRM, although having a negative relationship with commitment. Salesperson's role was also significantly correlated with trust, satisfaction and commitment in CRM, and especially, there were more influential relationships with satisfaction than any other factor. Service quality had relatively high influential relationships with trust, satisfaction and commitment in CRM. Retained customers showed more or less influential relationships with trust, satisfaction and commitment, while loyal customers did so with satisfaction and commitment, except for trust.

• 한국식품영양학회지
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• 제33권1호
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• pp.74-85
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• 2020

This study examined the effect of the trust of a restaurant brand on the quality of brand relations centered on the mediating effect of brand promise. The survey was conducted on September 18, 2018 to October 2, 2018, with a total of 707 end users, who are under the age of 19~59, using the restaurant brand for the last six months. The panel survey was conducted by distributing a questionnaire address (URL) email through an online questionnaire. As a result, if you apply the parameters of brand commitment between brand trust and brand relationship quality, brand promise an important role and influence. In particular, only one of the three elements of differentiation, consistency and continue, which are sub-dimensions of brand promise, was continue. This means that consistently long term continue are paramount between brand trust and the quality of brand relationships. These results can be applied to the brand marketing and operations of catering companies.

• 한국유통학회지:유통연구
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• 제4권1호
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• pp.93-122
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• 1999

Long-term relationship in distribution channels has been emphasized in the former researches. But many researches and literatures have not focused on how to achieve and maintain long-term relationship. To achieve and maintain long-term relationship, this study pays attention to the role of trust and commitment. The purpose of this study is explaining the relation between trust and commitment with the mutual perspectives of retailer and supplier. Research results indicate that trust has an effect on commitment, trust has two levels of firm and a responsible person, and perception of partners commitment has an effect on trust in two levels. And it shows that to increase perception of commitment, increasing commitment, quality of communication, satisfaction, reputation, and decreasing opportunistic behavior should be considered.