• 한국실내디자인학회논문집
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• 제17권6호
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• pp.63-70
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• 2008

The service sector is growing and service is complicated with various customer needs in the competitive markets. Bill Hollins urges that services must be designed. I believe that service experiences must be designed with servicescape as an environment surrounding services. Servicescape is the physical and social environments of service. Service experiences do not depend only on the aesthetic impression of physical servicescape. One of the main characteristics of services is that the most value of services are accomplished from interaction between customer and service encounters. The design of physical servicescape affects the interaction between customer and service encounters and the behavior of both customer and service suppliers' including social factors such as display emotions and the interpersonal distance between customers. Servicescape design should control tangible and intangible area of service events. In addition servicescape design creates customer's good experiences in the servicescape. This research proposes the possibilities and proper design process of servicescape design. Servicescape Design should control the activities including interrelations of participants, efficient service delivery process, and the united images of services for creating the satisfied service experience values.

• 경영과정보연구
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• 제29권4호
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• pp.305-332
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• 2010

본 연구는 산림 건강치유, 요가, 휘트니스 등 총 세 가지의 건강관리 서비스 산업 비교를 중심으로 고객만족에 영향을 미치는 요인들을 찾고, 그로인한 어느 요인이 각 서비스 산업에서 고객만족에 많은 영향을 미치는가를 실증적으로 분석하여 검정하고자 하였다. 이에 기존의 SERVQUAL 척도를 중심으로 분석된 연구들과 또한 고객만족에 관한 측정지표 등을 사용하여 분석된 연구들을 바탕으로 프로그램, 물리적 환경, 직원의 서비스 지향성 등 3개의 요인을 도출하여 각 서비스 산업별로 다중회귀분석을 실시하였다. 분석결과, 산림 건강치유에서는 물리적 환경이, 요가에서는 프로그램이, 휘트니스에서는 직원의 서비스 지향성이 가장 많은 영향을 미치는 것으로 나타났다. 따라서 각 건강관리 서비스 산업은 고객들의 라이프스타일과 트렌드에 최우선적으로 역점을 두고 운영이 되어야 하며, 그에 따른 특성화 서비스를 제공해야 할 것으로 보여진다. 물론, 경쟁력을 갖추기 위해선 현대화된 운동장비와 차별화된 프로그램, 쾌적하고 고급화된 시설 마련은 기본이 되어야 한다. 더불어 현 시점은 건강과 운동에 대한 고객들의 관심이 양적 추구에서 질적 추구로 바뀌어가고 있다는 것도 직시해야 한다. 그 의미는 운동을 단순히 신체적 가치나 정서적 가치 추구에만 머물지 않고 교제나 유대를 위한 사회적 가치 추구에까지 미치도록 서비스를 변화시켜야 한다는 것이다. 이를 위해선 고객들 간의 유대관계를 위한 부가적인 프로그램 도입과 친근한 분위기, 적절한 동선체계도 함께 강구해야 할 필요성을 시사한다.

• 대한물리치료과학회지
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• 제18권3호
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• pp.41-51
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• 2011

Purpose : The purpose of this study for the physical therapy service was to investigate the satisfaction of the parent whose child has a disability and which factors affect their satisfactions. 153 questionnaires were surveyed from parents who experienced services of physical therapy offered in 3 general hospitals, 6 disabled daycare centers and 2 welfare centers located in Jeonnam area for one month, Sep. 2009. The results of this study were as follows: 1. In the parent's satisfaction of physical therapy program, there was a significant difference in satisfaction according to their place of residence(p<.05). 2. In the child's satisfaction of physical therapy program, there was a significant difference in satisfaction according to their diagnosis time(p<.05). 3. In the general characteristics of the condition of workroom, the satisfaction of physical environment, therapist's attitude, and physical therapy program revealed the significant differences(p<0.05). In the satisfaction according to institution, only physical environment has a significance(p<.05). 4. The satisfactions were $4.17{\pm}0.67$, $3.97{\pm}0.60$ and $3.90{\pm}0.68$ for physical therapist's attitude, physical environment and physical therapy program, respectively. The overall satisfaction revealed $4.01{\pm}0.58$, relatively high.

• 유통과학연구
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• 제12권4호
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• pp.73-83
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• 2014

Purpose - This study aims to classify and extend the consumer value of movie theaters into various values such as functional value, emotional value, social value, epistemic value, and conditional value based on the theory of consumption value by Sheth, Newman and Gross (1991). It also aims to verify the path structure of consumption value→customer satisfaction→behavior intention of movie theaters to confirm its generalization. Research design, data, and methodology - This study was conducted by collecting data on Kimpo university students from various areas in Incheon, Northern Seoul, Ilsan, Kyonggi Province, and Kimpo City. The survey was conducted by distributing 280 survey papers from Oct. 5 to 15, 2013 and collecting 238 of them. The final analysis used 208 questionnaires, after excluding 30 invalid responses. The statistical analysis of this study used the SPSS 19.0 statistics package. Results - The results of the survey are as follows: First, consumption values of movie theaters are classified into the following five groups: functional value, emotional value, social value, epistemic value, and conditional value. This study verified that consumption values play a role as a previous variable of customer satisfaction. Second, functional value, emotional value, and epistemic value have positive effects on customer satisfaction. On the other hand, social value and conditional value do not affect customer satisfaction. Finally, customer satisfaction has a positive impact on behavior intention. Theater users have an intention to re-use or recommend the movie theater they used when they are satisfied with a movie theater's physical environment and services. Conclusions - This study can provide academic and practical implications as follows based on the results mentioned above. First, academic implications can be found in that consumption values of movie theater users are classified into five values based on the theory of consumption value by Sheth et al. (1991). In the previous study, the service quality of a movie theater was studied based on the service quality of service encounters and a physical environment→customer satisfaction→behavior intention path structure. However, this study was verified by a consumption value→customer satisfaction→behavior intention path structure to classify consumption value, but not service quality or perceived value of quality, to confirm this generalization. Second, practical implications can be found in that the relative impact of consumption value of movie theaters on consumer satisfaction showed that functional value was followed by epistemic value and emotional value. In the previous study on movie theaters, previous variables of customer satisfaction were separated only by functional service quality including service encounters and physical environment; in some other studies, quality of service encounter had a direct effect on customer satisfaction. Accordingly, a marketing manager of a movie theater should develop various differentiated services by reflecting not only functional value such as service encounters and physical environment but also epistemic value and emotional value.

• 한국산학기술학회논문지
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• 제16권12호
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• pp.8297-8305
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• 2015

문화예술공연은 소비자가 경험을 통해 가치를 얻고자 하는 서비스의 한 영역으로서 소비자가 중요하게 판단하는 서비스 품질에 대한 종합적인 연구가 필요하다. 또한 다양한 서비스산업과 분야에서 서비스품질에 관련된 연구들이 활발하게 진행되고 있지만 공연사업에서는 서비스품질과 관련한 연구는 그다지 많지 않다. 이에 공연산업은 고유의 주제를 표현하기 위하여 공연장의 서비스 품질이 많은 영향을 주고 있는데 아직까지 공연예술의 관람객에 대한 이용형태별 공연예술의 선택 속성, 즉, 물리적 환경 품질, 상호작용 품질, 결과품질이 공연 선택에 어떠한 영향을 미치는가에 대한 연구는 이루어지지 않았다. 따라서 본 연구는 합창 공연 이용객을 중심으로 합창 공연 이용형태에 따라 공연 선택 시 고려하는 물리적 환경 품질을 파악하고, 이러한 요인들이 상호작용 품질과 결과 품질, 행동의도에 어떠한 영향을 미치는지 분석하여 향후 마케팅 전략을 수립하는데 시사점을 제공하는데 있다.

• 한국실내디자인학회논문집
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• 제24권2호
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• pp.11-20
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• 2015

To make provision for the super-aged society, the senior welfare facility which is a kind of typical physical environment of the nursing service would be expected to perform a very important role in local community. This study was conducted to identify the constructs of the servicescapes of senior welfare facility and to draw analysis indicators of it. For this, we performed literature review based on domestic & foreign government guide, service marketing theory and interior architectural results concerning the physical environment of the senior welfare facility. The result of this study showed as follows: servicescapes of the senior welfare facility could be explained as "a whole set of physical environment to support a variety of services provided by the senior welfare facility for the elderly or services of the kind of tangible clues". Analysis indicators of the senior welfare facility's servicescape could be explained as five factors: safety factor, functional factor, aesthetic factor, ambient factor and social factor. In addition we developed 37 pieces of detailed factors referred to five factors. The evaluation and verification of analysis indicators was carried out through 8 experts in-depth interviews. We inspected importance factor using a 5-point Likert scale, therefore safety factor was 4.41, functional factor was 4.27, aesthetic factor was 3.66, ambient factor was 4.20 and social factor was 4.25. More than anything else, in this study, there is a sense that it has established the concept of servicescape adapted to the senior welfare facility and contained a social element between the employees and the physical environment. Theoretical and practical implications of findings are discussed, and future research directions are proposed. we expect to be a little or benefits to the senior welfare facility corresponding to the future of the super-aged society.

• 보건행정학회지
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• 제22권3호
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• pp.403-426
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• 2012

The purpose of this study is to compare the standards and guidelines of long-term care facilities based on the physical environments and human resources in Korea, Japan, USA, and Australia. Ultimately, this study suggests the directions for amendments of long-term care service or running of the facilities in Korea. For achieving this purpose, we reviewed the homepage of national health departments, reports and articles of long-term care service, and acts related with long-term care in each country. This comparisons were carried in terms of physical environments, human resources by long-term care related acts and legal sanctions as means of quality control. This study implies that long-term care service guidelines or standards should be revised for developing the quality of our long-term care services.

• 디지털융복합연구
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• 제15권11호
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• pp.49-60
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• 2017

본 연구의 목적은 한 지역사회를 중심으로 부모와 아동관계자의 아동권리보장실태에 대한 인식을 살펴보고 아동친화도시를 구성하기 위한 방안을 모색하고자 하는 것이다. 이를 위해 서울시의 한 기초자치단체에서 실시된 조사데이터를 활용하여 놀이, 지역사회 참여, 보건 및 사회서비스, 안전, 교육환경, 주거 부분에서의 인식차이를 확인하였다. 분석 결과, 6개 영역중 교육환경과 주거환경이 상대적으로 잘 보장되고, 지역사회참여는 덜 보장되고 있는 것으로 나타났으며, 아동관계자들은 아동친화적 지역사회를 구성하기 위한 물리적 환경에 있어 더 부정적이었고, 부모는 참여권과 같은 제도적/문화적 환경에 더 부정적인 것으로 나타났다. 이를 바탕으로 본 연구는 다음과 같이 제안했다: 첫째, 아동친화도시를 구성하기 위한 기준 중 물리적 환경은 아동관계자의 기준을 참조하고, 제도문화적 환경은 부모의 기준을 참조해야 한다. 둘째, 지역사회 의사결정구조에 아동, 부모, 아동관계자의 참여를 확대해야 한다.

• 통상정보연구
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• 제10권2호
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• pp.211-232
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• 2008

This research intends to explore two questions: 1) how the service qualities of trade exhibitions affect the participant's satisfaction, and 2) how participation motivation moderates the relationship's between the service quality and satisfaction. For this purpose, the service qualities were measured with respect to three components: 1) core services, 2) physical environments, and 3) personal services of trade exhibitions. The results showed that the core services had largest impact on the participant's satisfaction among three components. The influence of the personal services was next strong, and the impact of the physical environment was weakest. Participation motivation was shown to moderate the effects of core services and personal services on satisfaction, but its moderating impact on the relationship between physical environments and satisfaction was not observed.

• 한국실내디자인학회논문집
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• 제26권5호
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• pp.125-134
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• 2017

This study is aimed at analyzing desired spaces and demands for their improvements, and subsequently proposing the design plan for eating and drinking places for solo diners by surveying the user satisfaction based on the analysis of the space configuration, and the physical environment of eating and drinking spaces for solo diners. Theoretical discussions about eating and drinking spaces for solo diners and their physical environment were reviewed from the previous studies, and an on-site survey was conducted with a checklist, for which the items regarding configuring elements of physical environments for the satisfaction with eating and drinking spaces for solo diners have been derived. Measurable checklist items according to the configuration of eating and drinking spaces were derived for this survey, which had then been conducted with diners in the eating and drinking spaces for 2 weeks. The analysis results are as follows. First, cleanliness is required as a necessity for the user satisfaction in eating and drinking spaces for solo diners. Second, a '-' shaped bar and the spaces to utilize and combine additional facilities are required in the central service space. Third, the self service should be performed in the additional service space. Fourth, the menu composition and the location selection considering main age groups of diners are needed. Fifth, interior design elements need to be improved to allow diners to feel visual interest along with enjoying food and beverage. It is considered that the strategies of spatial design need to be analyzed and proposed from the perspective of design among the physical environments of eating and drinking spaces for solo diners in future studies.