• The Journal of Economics, Marketing and Management
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• v.9 no.2
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• pp.45-55
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• 2021

Purpose: The purpose of this study is to investigate the theoretical basis for assessing the strategic increase in customer perception of service quality, justice, and relationship benefits. Especially in terms of increasing relationship commitment and customer loyalty in the medical service sector. Research design: Data were collected by questionnaires through specialized hospital services. Survey was conducted on patients who have been treated at a spine specialized hospital. Results: Research shows that service quality, justice, and relationship benefits have the greatest direct impact on relationship commitment, and relationship commitment has a strong direct impact on customer loyalty in the medical service organization. Conclusions: The effect of combination of core and voluntary service behavioral attributes such as service quality, justice and relationship benefits have the most positve impact on relationship commitment and customer loyalty. Administratively, this study contributes to understanding the role of service quality, justice, and relationship benefits in the medical service sector. The results showed that in order to induce service quality, justice and relationship benefits should be facilitated relationship commitment and customer loyalty enlarged.

• Journal of the Korean Society of Costume
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• v.55 no.2 s.92
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• pp.105-115
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• 2005

The purposes of this study were to identify the service quality, quality of relationship, and relationship continuity intention of rental clothing store. Questionnaires developed by researcher were collected from 212 consumers who experienced rental clothing. Data was analysed by use of factor analysis, path analysis, and covariance structure analysis. The results were; 1. Factors of service quality of clothing rental store were tangibility & promotion, shop assistant & store atmosphere, customer empathy, customer reliability strategy, customer management, and customer convenience. And factors of relationship quality were satisfaction, trust, emotional involvement, and calculational involvement, and factors of relationship continuity intention were longitudinal relationship propensity & word-of-mouth and rerental intention. 2. Service quality of rental store affected significantly on relationship quality, and relationship quality affected significantly on relationship continuity intention. And service qualify of rental store affected significantly on relationship continuity intention through relationship qualify.

• Culinary science and hospitality research
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• v.17 no.2
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• pp.168-181
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• 2011

The purpose of this study is to establish an effective marketing strategy as the marketing management strategy by inquiring into the effect of service recovery justice on relationship benefit, relationship satisfaction and long-tenn relationship orientation in food service industry with food service customers. This study showed that the service recovery justice has a positive effect on the relationship benefit according to procedural, interactional and distributive justice, and the customer satisfaction is maximized through the relationship benefit, continuing the relationship as long-tenn friendship customers. That means that despite service companies' many efforts, including the establishment of a goal related to service, as their service failures happen frequently by various internal or external factors, active work is needed through the fair relationship benefit as the service recovery strategy to deal with these service failures positively and keep the customer satisfaction and long-tenn relationship orientation.

• Korea Journal of Hospital Management
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• v.15 no.2
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• pp.107-128
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• 2010

These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.4
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• pp.543-553
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• 2009

The purpose of this study is to identify the dimensions of beauty service benefit and to examine the effect of beauty service benefit on consumer's long-term relationship through consumer satisfaction. Beauty service benefit consists of three dimensions: emotional benefit, technical benefit and functional benefit. The aforementioned three dimensions of beauty service benefits have positive effects on consumer satisfaction. The effort of relationship continuity was a moderating variable among beauty service benefits, consumer satisfaction, and long-term relationship orientation. The findings of this study are expected to be used for developing and applying the program of consumer relationship management.

• Culinary science and hospitality research
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• v.23 no.4
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• pp.175-184
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• 2017

In franchisee industry, it is essential for franchisors to share knowhow and also specialized knowledge in order to realize favorable relationship and performance between franchisors and franchisees. Particularly, in mature food service industry, companies' specialized knowledge and knowhow are the core competence to obtain competitive advantage. Therefore, to create performance, it is absolutely necessary to share information and knowledge among all the franchisees. The purpose of this study is to verify relationship between franchisors' information sharing perceived by food service franchise owners, relationship quality, and relationship performance. A survey was done to food service franchisees, and total 297 samples were used to analyze the structural equation model. According to the analysis results, food service franchise companies' information sharing is significantly correlated with quality of relationship with franchise owners in a positive way. Also, franchisors' knowledge sharing has significant influence on performance of relationship with franchisees in a positive way. The components of relationship quality, trust and immersion, all influence relationship performance. Based on the results, this author suggests several implications about food service franchise management and information sharing.

• Journal of Digital Convergence
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• v.8 no.4
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• pp.137-150
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• 2010

This study is to investigate the effects of medical service quality and service value by relationship on customer behaviors. The empirical findings of this study are summarized as follows. First, the findings on effects of medical service quality on relationship quality showed that rise in medical service quality resulted in a significant rise in relationship quality. Second, the findings on effects of service value on relationship quality verified that rise in service value had positive(+) impacts on relationship quality. Third, the findings on effects of relationship quality on customer behaviors verified that relationship quality had significant impacts on customer behaviors. Lastly, the findings of relationship with medical service quality, service value, and customer behaviors verified that relationship quality served as a parameter. The findings from the above study show that dental medical institutions have to seek more differentiated and various service strategies, continue to develop consistent service methods to meet customer's expectation, and enhance the reliability of customers in dental medical institutions in order to maximize the results of customer behaviors.

• Korea Journal of Hospital Management
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• v.23 no.1
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• pp.65-77
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• 2018

The purpose of this study is to examine the structural causal relationships between service image, service satisfaction, affective commitment, and customer loyalty to customers who have experienced hospital medical services, and to identifies the mediating effect of relationship proneness in explaining the effects of service image, service satisfaction, and affectivel commitment on customer loyalty. For this study, 250 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Service image had significant influence on service satisfaction and emotional commitment. First, Service satisfaction was significant for emotional commitment and customer loyalty, and emotional commitment had a significant effect on customer loyalty. Therefore, the path relations between variables were all statistically significant. Second, there was differences the moderating effect of the relationship proneness in the effects of service satisfaction, service image and affective commitment on customer loyalty. In other words, the moderating effect of the relationship tendency was consistent with the research hypothesis and the adjustment effect was significant in the relationship between service satisfaction and customer loyalty. However, there was no control effect in relation to service image and customer loyalty and affective commitment and customer loyalty. Therefore, In order to secure long-term and stable profits by establishing a relationship with their customers, the medical service marketing strategies of hospitals should be promoted to enhance customer loyalty by raising the level of service satisfaction to high relationship proneness group and by raising the the level of affective commitment to low relationship proneness group.

• Journal of Fashion Business
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• v.11 no.2
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• pp.1-13
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• 2007

The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance. This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.