• 한국의류학회지
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• 제24권4호
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• pp.571-582
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• 2000

The purposes of this study were to segment department store customers based on patronage orientations of service facilities in a department store and to develop a profile of each segment using store visit behaviors, clothing purchase behaviors and demographics. A total of 453 responses collected from an on-site questionnaire survey to female department store customers was analyzed. Cluster analysis on patronage orientations of department store service facilities identified four groups including: Active patrons(27.3%); Comparison patrons(27.6%); Convenience seekers(27.3%); and Minimum patrons(17.8%). ANOVA and $\chi$$^2$ analyses revealed significant differences among the four groups on store visit behaviors(the extent of store visits and the extent of service facility visits), clothing purchase behaviors(6 store choice criteria and the extent of clothing purchase), and 5 demographic characteristics. The study developed a profile of each segment and provided marketing implications.

• 디지털융복합연구
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• 제8권4호
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• pp.137-150
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• 2010

본 연구는 의료서비스 품질 및 서비스 가치가 고객행동에 미치는 영향에 대해서 검증을 하였다. 의료서비스는 고객 상호간의 작용품질이며, 양질의 관계는 고객이 지각하는 품질에 기여하고 나아가서는 장기적인 관계구축을 가능하게 한다. 그러므로 관계품질이 의료 서비스 품질, 서비스 가치와 고객 행동사이에서의 매개역할을 하는 것을 검증 하였다. 본 연구 결과에 다르면 의료서비스품질, 서비스가치가 고객의 행동에 직접적인 영향을 미치는 것 보다는 고객이 지각하는 품절인 관계품질을 매개로 하는 것이 고객행동에 더 큰 영향을 주는 것으로 나타났다. 고객행동의 성과 극대화는 우선적으로 고객만족과 신뢰를 얻어야하며 이를 위한 의료 서비스품질 및 서비스가치의 질을 개선하기위한 마케팅 전략구축에 시사하는 바가 크다고 할 수 있다.

• 대한안전경영과학회지
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• 제12권4호
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• pp.265-272
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• 2010

This study examined the relative effects of weekly and daily group feedback on the customer service behaviors in a gas station. Participants were four employees providing full services to the customers. Four target service behaviors, which were identified from the job description for the employees, served as the dependent variables. The data were collected by a supervisor. The independent variable was the frequency of group feedback on the four service behaviors: weekly and daily group feedback. An ABC within group design was adopted. After baseline (A), the weekly group feedback condition (B) was introduced. In the next phase, the daily group feedback condition (C) was introduced. Both weekly and daily group feedback were presented in a graph form and posted at a conspicuous location. Results showed that both weekly feedback and daily feedback conditions were effective in increasing the target behaviors. And, there was difference in the effects between the two conditions.

• 한국수학교육학회지시리즈A:수학교육
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• 제51권2호
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• pp.131-144
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• 2012

The purpose of this study is to investigate the change of mathematics pre-service teachers' teaching behaviors in microteaching. This study is organized along the following lines: 1) mathematics pre-service teachers conduct twice microteachings, 2) the microteaching recordings and lesson observation reports written by pre-service teachers are analyzed. Through reviewing the first microteaching, pre-service teacher have reviewed and found out improvements of their teaching. In the second microteaching, pre-service teachers' teaching behaviors have been positively and effectively changed with respect to teaching methods, proposal of learning objectives, prior knowledge usage, presenting lesson's content, concise descriptions, brief language usages, multimedia, and appropriate questions. However, they frequently used inappropriate expressions from their unconscious habits. Therefore, the educational institutions should provide opportunities involved in well-structured microteaching training program with pre-service teachers, which in turn, help pre-service teachers to have more positive teaching competence.

• 유통과학연구
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• 제14권9호
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• pp.111-120
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• 2016

Purpose - This study aimed to investigate the effects of customer relationship quality and perceived power on complaint behaviors in a context of service failures in a restaurant. Two different types of complaint behaviors were employed: personal complaining that disappointed customers directly approach to a service manager and public complaining that customers ask for related institutions, like consumer protection organization, for help. This study also examined the moderation effects of brand reputation on the relationships between customer perceived power and two types of complaint behaviors. Research design, data, and methodology - The author developed a structural model in which customer relationship quality is proposed to affect customer perceived power, thus influencing personal and public complaint behaviors. The model also includes the moderating role of brand reputation; the effect of customer perceived power on two types of complaint behaviors becomes stronger when brand reputation is high. To analyze the research model, a survey based on a scenario regarding the contexts of service failures in a restaurant was conducted toward 126 female college students. SPSS 22.0 and AMOS 21.0 were utilized to test the hypotheses. Results - The findings are as follows. First, customers who had positive relationships with a restaurant are more likely to perceive that they have strong power to influence the service provider. Second, customer perceived power had a significant and positive effect on both personal and public complaint behaviors. Finally, when the brand reputation for a restaurant is high, dissatisfied customers who think they can exercise influence to the restaurant complain more actively toward the service provider. Conclusions - The findings of this study are against the traditional viewpoint on customer loyalty that loyal customers compared respond more generously to the mistakes of a company, but consistent with the 'love becomes hate' effect proposed by Grégoire, Tripp, and Legoux(2009). In complaining contexts, companies should manage customers with positive and strong relationship more carefully and strategically to prevent the expansion of economic and social risks from customers' complaining behaviors. This is more significant for companies with strong brand reputations.

• 한국의류학회지
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• 제26권7호
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• pp.1005-1014
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• 2002

The purpose of this study was to examine the effects of retail area image and shopping mall image on consumer behaviors in the retail area and in the shopping ma]1. Data were obtained from a survey to a stratified sample selected at the exits of five different malls. A total of 740 questionnaires were distributed, and 661 responses were analyzed. Stepwise regression analysis revealed that two retail area image factors of variety of stores and atmosphere significantly affected all three consumer behaviors (shopping, service facility visits, social activities). Stepwise logistic regression showed that facility and atmosphere of the retail area image and product & service and convenience of the fashion shopping mall image affected seven consumer behaviors in the shopping mall. The results indicate that the retail area image as well as the shopping mall image affects a variety of consumer behaviors in the shopping mall though no shopping mal1 image affects behaviors in the retail area.

• 한국정보시스템학회지:정보시스템연구
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• 제15권1호
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• pp.21-48
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• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

• 대한가정학회지
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• 제44권2호
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• pp.61-69
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• 2006

The purposes of this study were,1) to examine the clothing purchase behaviors of the elderly, and 2) to investigate the relationships of clothing purchase behaviors, information source, service quality and clothing buying motive, which may provide insights related to the silver market. Data were obtained for women in their 50's and 60's women living in Busan (N=285), and analyzed using to factor analysis, Cronbach's alpha, ANOVA and Duncan test. The research findings of the research wereare asan follows. The elderlys women bought clothes with their her friends, used credit cards, and usually shopped at the department stores. There were partly significant (Ed- it cannot be 'partly' either it was significant or it was not) differences in clothing purchase behaviors, information source, and service quality by clothing buying motive types. The ostentation group considered more massmideamass mediainformation sources and experience/salespersons/observation information sources, more was higher than the economic group and utility groups. The ostentation group and economical groups attached more importance to Facilities Service and Policy Service in service quality, was higher than the utility group. The Iimplications and drawn from the study results for the information will be useful to consumer behavior researchers and retailers of the silver market.

• 문화기술의 융합
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• 제10권4호
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• pp.183-191
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• 2024

본 연구는 예비유아교사의 자아존중감과 건강증진행위의 간의 연관성을 파악하고 이들 행위에 영향을 미치는 요인을 조사하기 위해 실시된 서술적 조사연구이다. 이를 위해 서울과 경기도 소재 4년제 대학의 유아교육학과에 재학 중인 예비유아교사 230명에게 설문지를 배포하여 조사를 실시하였으며, 수집된 데이터를 분석하여 얻은 연구 결과를 요약하자면 다음과 같다. 첫째, 예비유아교사의 자아존중감과 건강증진행위는 보통 수준 이상으로 나타났다. 둘째, 예비유아교사의 자아존중감은 건강증진행위와 유의미한 상관관계가 있는 것으로 나타났다. 셋째, 예비유아교사의 자아존중감, 학년, 전공 만족도는 건강증진행위에 28%의 설명력이 있는 것으로 나타났다. 본 연구는 예비유아교사의 자아존중감이 건강증진행위 수준에 유의미한 영향을 미치는 요인임을 실증적으로 입증하였다는 점에서 의미를 찾을 수 있다.

• 한국조리학회지
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• 제22권6호
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• pp.120-131
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• 2016

The purpose of this study was to examine the structural relationship between customers' perception of authenticity, justice, customer commitment, and customer behavior in franchise coffee shops. To test the hypotheses of the study, a total of 428 customers in Korea were considered in an empirical analysis using a two-step structural equation model (SEM) approach. In particular, employees' authenticity had relatively great influence on customers' continuous and affective commitment and their justice had greater influence on customers' normative commitment. Also, customers' continuous commitment, normative commitment, and affective commitment significantly influence customer participation behavior, while normative commitment and affective commitment have a significant effect customer citizenship behavior. Research thus far divided justice and authenticity into separate concepts and examined relation with customer commitment or behaviors but the present study put cognitive process of justice and emotional process of authenticity on the same line and evaluated their different influence on customer commitment and behaviors, thereby verifying that not justice perceived by customers induced desirable customer behaviors but authenticity they felt with their heart played a more superior role in customer commitment or behaviors. This means that authentic services rather than justice induce customers' positive behaviors.