• Management & Information Systems Review
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• v.34 no.5
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• pp.93-110
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• 2015

This research is based on studies about functional service quality in service marketing field and tries to expand application of lovemark effect for service employee. To test the effect of service employee job attributes on lovemark as the antecedents, the analysis was held with customers who experienced specific service retail store recently. According to the research result, service employee job attributes factors including expertise and communication have positive effect on the lovemark. Furthermore, lovemark affected store loyalty significantly. The research has several marketing implication on service marketing and lovemark theory. For service providers, customers'perception of service employee's job attributes can present 'positive lovemark effect' and develop store loyalty in the service marketing perspectives.

• The Korean Journal of Franchise Management
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• v.6 no.2
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• pp.51-66
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• 2015

As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee's better service attitude by decreasing employees' job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees' deep acting to improve the franchisee service quality.

• Journal of Korean Society for Quality Management
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• v.51 no.2
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• pp.247-261
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• 2023

Purpose: This study investigates the relationship between service compensation, consumer sentiment and revisit intention for service recovery in the Chinese foodservice industry, and the moderating effect of employee authenticity. Methods: Data were collected from people who experienced eating out in a city located in central China, and the hypothesis was verified through multiple regression analysis and hierarchical regression analysis. Results: The results indicate that the specificity of compensation affects both positive and negative emotions of customers, and the activeness of compensation also influences positive emotions of customers. Also, employee autheticity moderates the effect of specificity of compensation on customers' positive emotions. Both positive and negative emotions of customers influences revisit intention. Conclusion: These results show that the role of service compensation is important in service recovery in the rapidly expanding Chinese foodservice industry. In addition, since the sincerity of employees plays an important role in maximizing the recovery effect in the process of service recovery, it suggests that it is important not only to improve services in the quantitative aspect but also in the qualitative aspect through employee training.

• Korean Journal of Human Ecology
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• v.14 no.1
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• pp.193-208
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• 2005

The purpose of this study is to find out not only customer demands and satisfaction with service quality in restaurants, but the difference between customer satisfaction and employee practice. This study also identifies the factors affecting customer satisfaction. For the purpose, 116 copies of a questionnaire for employees and 213 for customers were analyzed with frequency, percentile, mean, multiple regression analysis, T-test, one-way ANOVA, and Duncan's Multiple range test, using SPSS/WIN 10.0 program. The major findings obtained in this study are as follows: First, customer demands were affected mostly by educational level among socio-demographic variables. Second, customer demand for service quality was not fully being met, considering customer satisfaction level. Third, employee practice was generally above customer satisfaction. Fourth, One of the variables that chiefly affect customer satisfaction was demand for information and facilities.

• Journal of the Korean Society of Food Culture
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• v.26 no.6
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• pp.673-681
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• 2011

The purpose of this study was to analyze the difference in bakery choice attributes according to consumers' general characteristics and purchasing behavior. Among 350 questionnaires distributed to bakery consumers, 277 complete questionnaires (79.1%) were analyzed. Bakery choice attributes were classified into five factors: "environment and image", "bakery product features", "location", "employee service", and "price and sales promotion"; the mean scores of these factors' importance levels were 3.59, 3.58, 3.49, 3.36, and 3.00, respectively. Males considered 'employee service' factor significantly more than did females. Further, the importance level of 'employee service' factor was significantly greater as consumer's age increased. The importance levels of 'bakery product features' and 'employee service' factors were considered significantly more by consumers who spent KRW10,000-15,000 than those who spent KRW5,000 or less. 'Price and sales promotion' was considered to be more important by consumers who obtained information from the Internet than from the TV and radio. 'Location' factor was considered to be more significant as purchasing frequency increased. Such differences in importance level of bakery choice attributes according to consumers' gender, age, job, and purchasing behavior should be considered and applied to the development of marketing strategies targeted at consumers.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.7-18
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• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• Journal of the Korea Convergence Society
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• v.7 no.2
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• pp.93-99
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• 2016

The objective of this research is to find out how work process influences employee satisfaction, and customer satisfaction to compare hotels and residence hotels in Korea structured equation model. Many previous researches suggested that residence hotels similar hotel because residence hotels service based on the hotel service. As a results, all hypnotists are accepted. Work process positive influence on the employee satisfaction and customer satisfaction and employee satisfaction and customer satisfaction positive influence on hotels and residence hotels results as well. this results show that residence hotels service the same as hotel service in Korea. This mean residence hotels are providing stay a long time, expansion of rooms, hallmark and others based on hotel service.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.1007-1013
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• 2020

This study aims to understand the determinant of the employee's intention to use information system within the framework of the Technology Acceptance Model (TAM) and Information System Success Model (ISSM). This paper also aims to examine the influence of ISSM dimension on the perceived usefulness and the perceived ease of use. The research respondents were 248 employees of Universitas Negeri Semarang (UNNES) who are users of the Financial Information System (SIKEU). Data was obtained using a questionnaire that was distributed online via Google form. The data analysis method used is Structural Equation Model (SEM) analysis using the Warp-PLS software. The results showed that the dimensions of TAM (perceived ease of use and perceived usefulness) had a positive and significant influence on the employee's intention to use SIKEU. The ISSM dimension (system quality and information quality) also had a significant influence, although other ISSM dimensions (service quality) had not been proven to have a significant influence on the employee's intention to use SIKEU. Moreover, the results showed that the employee's intention to use is a determinant of SIKEU's actual usage. Perceived ease of use was significantly determined by system quality, information quality, and service quality. In addition, the perceived usefulness was significantly determined by system quality and information quality.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.903-916
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• 2017

Purpose: The paper analyzes empirically the causal relationship between customer-oriented Quality circle activities and Business Performance for Korean service firms. We compare the operational characteristic behavior of the service firms and business performance. Methods: In this study, we used 3 variables, QC activities, Employee commitment and business performance. Especially, Service SME's QC Circle activities were analyzed in related with growth of company on the basis activities such as Leadership(team), improvement activity, Organizational learning, customer-focus activity and employee suggestion. Results: The result of analysis showed that employee commitment affected significantly on financial performance and non-financial performance and in turn, improvement activities, Organizational learning and customer-focus activity affected significantly on business performance (financial and non-financial). Conclusion: In the summary of the characteristics of this study based on the research results, first, segmenting the QCC activities in the service business into 5 elements can be considered to be differentiated from the existing researches in the aspect of utilizing the organization's objective-oriented variables differently from the researches utilized the variables related personal characteristics. Second, this study suggested the recent research results that suggested the problems of the QCC clearly, through which what new QC story approach was suggested has working level value in the aspect of activating the service QCC.

• Journal of the East Asian Society of Dietary Life
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• v.20 no.3
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• pp.458-472
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• 2010

In the service industry brand was getting more importance in marketing and brand should be researched more. So the purpose of this study was to identify the causal relationships of 'constructs of brand evidence-brand satisfaction-feelings-brand satisfaction-customer loyalty'. In this research constructs of brand evidence were brand image, price (value for money), servicescapes, core service, employee service, and self-image congruence. This research used family restaurants settings using a sample of customers visiting and enjoying menus at family restaurant stores of Youngnam province. A total of 222 questionnaires were analyzed with SPSS/PC+12.0 and LISREL8.30. Empirical results were that firstly, price, core service and employee service affected brand satisfaction and secondly, employee service, core service, servicescape affected postive feelings and thirdly, brand evidence constructs except self-image congruence influenced negative feelings and lastly, brand satisfaction influenced customer loyalty. On the basis of these findings, family restaurant manager should pay much attention to constructs of brand evidence and use these variables to appeal to and understand target market.