• Journal of the Korean Dietetic Association
• /
• v.21 no.1
• /
• pp.72-82
• /
• 2015

The purpose of this study was to provide preliminary data for competitive dominance in an institutional foodservice environment. Data were collected from 85 experts and practitioners on customer-oriented service contact elements and contact fields in the foodservice industry. PASW Statistics ver.18 and MS Excel were used for data analysis. From the pilot study, 67 service contact-elements were derived. Contribution rate analysis and frequency analysis in each contact field were performed in order to categorize four factors, including environment-oriented contact, product-oriented contact, service-oriented contact, and image-oriented contact fields. Thirty three contact elements were derived, and environment-oriented contact consisted of eight contact-elements (cleanliness of restaurant/kitchen, etc.), product-oriented contact consisted of twelve contact-elements (food taste, etc.), service-oriented contact consisted of seven contact-elements (service quality, etc.), and image-oriented contact consisted of six contact-elements (image/reputation, etc.). The results of study will be useful to develop an effective marketing program for competitive dominance in an competitive foodservice industry environment.

• Korean Business Review
• /
• v.19 no.1
• /
• pp.193-221
• /
• 2006

Customer Contact, defined as "the extent of interpersonal interaction between customer and service provider", is recognized as an important contributor to the perception of service quality, which in turn brings positive impacts on customer satisfaction, customer retention and loyalty especially in service contexts. The major purposes of this study are to explore the dimensionality of customer contact construct, to access the influences of customer contact dimensions on service quality dimensions, and to evaluate the relative importance of customer contact dimensions on service quality. Data from 388 customers of hotels at youngdong area in Kangwon-do were analyzed with major findings and their implications for service companies including hotels are as follows. First of all, the results of factor analysis show that customer contact is constructed with two dimensions, namely communication time and contact proximity. Secondly, overall customer contact is found to have positive effects on customers' perception of overall service quality and each dimension of customer contact has significant effects on overall service quality. Third, contact proximity dimension has relatively more important contributors than communication time has on overall service quality and four dimensions of service quality.

• Asia Marketing Journal
• /
• v.20 no.3
• /
• pp.83-103
• /
• 2018

The purpose of this research is to investigate the effect of customer-contact employees support on service recovery efforts. Service companies should try to prevent the service failure situation from occurring, but it is realistic that the service failure occurs due to the characteristics of the service. Service recovery efforts of service providers are important because effective responses to service failures can enhance customer satisfaction despite service failures. Social support for customer-contact employees needs to improve service recovery efforts. Specifically, this study focuses on the mediation roles of job burnout and customer orientation in relationship between social support for customer-contact employees and service recovery efforts. Social exchange theory was used as the theoretical underpinning of the research model. Based on reciprocity principle, this paper suppose that support for customer-contact employees and service recovery effort are a kind of social exchange relationship. Social supports for customer-contact employees are categorized into internal and external organization. Internal organization is POS(perceived organizational support) and external organization is customer support. The research model was tested with the data gathered from the flight attendants whose emotional labor intensity was relatively high and the service failure frequently occurred. As a result of analysis, social supports for customer-contact employees classified into organizational support, supervisor support, and customer support are found to have differential impacts on job burnout and customer orientation. It has been found that job burnout of service providers is negatively affecting service recovery efforts. On the other hand, customer orientation of service providers has a positive influence on service recovery efforts. Based on the results of the analysis, we provide practical implications for effective service recovery efforts in service failure situations, and suggest the theoretical implications to explain the process of service recovery effort. Finally, limitations of the study and directions for future research are suggested.

• Journal of Korean Society for Quality Management
• /
• v.37 no.2
• /
• pp.1-11
• /
• 2009

Recently, many companies have been very interested in CRM(Customer Relationship Management). Most companies have been also considering the contact center as a key CRM channel, because it is a contact point between customers and companies. It turns out that the contact center handles over 70% of all customer-company interactions and the success or failure of a company can be determined by the customer satisfaction with contact center experiences. Despite of the strategic importance of the contact center, there has been few empirical study on the efficiency of contact center operations in the literature. One of the main purposes of this study is to evaluate the efficiency of contact centers so as to not only identify the current status of contact center operations, but also suggest ways to improve operational efficiency. For this purpose, we apply a non-parametric efficiency measurement method, DEA (Data Envelopment Analysis), to 57 domestic contact centers in order to compare their relative efficiency. It is expected that the measurement methods suggested in this study can be applied to various issues such as service KS certification, outsourcing service management, and the productivity analysis of service personnel.

• The Journal of the Korea Contents Association
• /
• v.14 no.1
• /
• pp.409-422
• /
• 2014

This paper examined the influence of employees' social regard toward the customers, such as, overall service quality, service satisfaction, and service loyalty. The paper proves that the high contact beauty services and the low contact fast-food services have different customer satisfaction level depending on the employees' social regards. A survey study was conducted to collect the data with the actual service purchasers at domestic beauty services and fast-food services. Analysis of structural equation modeling with Amos 18.0 was performed to test the research hypothesis. The results of the study are as follows: First, social regard has positive influences on service quality, service satisfaction, and service loyalty. Second, Social regard has more effect on service satisfaction in a high contact beauty services than in a low contact fast-food services. This paper contribute to identify the effects of employees' social regard on service satisfaction, by comparing the effects on service satisfaction between high and low contact services.

• Journal of Digital Convergence
• /
• v.20 no.5
• /
• pp.187-195
• /
• 2022

The demand for non-contact service has increased a lot along with the development of technology and the generalization of social distancing to prevent COVID-19 spread during the pandemic. This study analyzed mediator and moderating variables between digital literacy and intention of continuous use of non-contact service were identified. The result showed that digital literacy had a significant influence on intention of continuous use of non-contact service. In particular, self-efficacy and satisfaction played a moderating role in the relation between digital literacy and intention of continuous use of non-contact service. This study is intended to contribute to expanding the base of non-contact service by verifying whether satisfaction and self-efficacy played important mediator variables in the relation between digital literacy and intention of continuous use of non-contact service

• Journal of the Korea Society of Computer and Information
• /
• v.12 no.2 s.46
• /
• pp.265-279
• /
• 2007

The purpose of this study is to present SCM as an innovative alternative to domestic feed industry, which seems in urgent need of introducing SCM to get competitive advantages. To fulfill the purpose this study tried to find whether the supply services of Korean feed industry are high contact service or low contact service. The results of this study are summarized as follows. It appeared that the functional qualify supply service quality influenced positively not only on customer satisfaction but also on customer loyalty. That is, it is necessary to improve the functional service qualify of supply practices in order to increase customer satisfaction and loyalty. But this study showed that the customer satisfaction did not influence the customer loyalty. And technical quality supply service had a positive effect on customer loyalty but it didn't influence customer satisfaction bur customer loyalty. As the results of this study it is identified that the services of supply practices of the Korean feed industry are tend to be high contact services rather than low contact services. Thus, the Korean feeding firms have to plan the supply strategy for converting the supply service from low contact services to high contact services gradually to get competitive advantages.

• Journal of Service Research and Studies
• /
• v.7 no.1
• /
• pp.53-64
• /
• 2017

Recently meet the growing needs of customers and has increased, the need for training of customer contact staff in order to improve and increase customer satisfaction. These service training is because it improves the service capabilities of contact for customer-facing employees to respond to customers as well as to improve customer satisfaction. This study is placed in the field after the service training aimed at Customer contact staff joined in 2013~2016 in the first half of these new recruits training education working in the Seoul Metro customers respond to customers in customer contact and practical services it will proceed to the empirical study of how this affects the satisfaction and loyalty to the organization for the job than to find a better improvement in the educational program.

• Journal of the Korean Society of Food Culture
• /
• v.25 no.3
• /
• pp.312-323
• /
• 2010

The objective of this study was to examine the effects of relationships between food service companies and their client companies by surveying employees working at cafeterias among a food service companies' client companies. For this purpose, previous research was reviewed, and confirmatory research was conducted using a questionnaire. In the questionnaire survey, the subjects were sampled through convenience sampling from the client companies of A Food Service Company, and 182 valid questionnaires were used in the analysis. The results of this study are summarized as follows. First, the characteristics of the relationship between the food service company and its client companies, which were reputation, communication, operation skill, and contact-point employees' service quality, had a significant effect on trust, and the effect was high in the order of contact-point employees' service quality, communication, operation skill, and reputation. Satisfaction was significantly affected by reputation, operation skill, and contact-point employee' service quality, but not by communication. The effect was high in the order of contact-point employees' service quality, reputation, and operation skill. In addition, reputation, communication, operation skill, and contact-point employees' service quality had a significant effect on long-term orientation, and the effects were high in the order of reputation, contact-point employees' service quality, communication, and operation skill. Second, with regard to the quality of relationships between a food service company and its client companies, trust had a significant effect on satisfaction. Third, among the factors related to the quality of relationships between the food service company and its client companies, trust and satisfaction had a significant effect on long-term orientation, and the effect of satisfaction was higher than that of trust. This study has scientific significance as one of only a few studies on factors affecting the long-term relationship between food service companies and their client companies, along with managerial implications that contact-point employees' capabilities are most important in service businesses, and thus efforts should be made at employing and educating them properly.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.9 no.2
• /
• pp.41-54
• /
• 2013

In this paper, We collected location based services of the user's past moving paths through the GPS. Using the collected by location-based services through the analysis of the similarity between the user's of service level agreement recommended of mobile contact area(SLA) proposed that can be. S-RCA method based on Service Level Agreement of the users in order to provide the service user's path distance, time, and to predict the direction of the movement paths and collect. The data collected by the interests and requirements of users through classification with the same interests and the needs of users to move between the analysis of the similarity between the path is used to analyze the results of analysis of the path-specific tolerance range (distance, time, and space) is determined according to the difference in the contact area. From a small area of the error range for users first to recommended and through their smartphones recommended contact area (S-RCA) to meet with the other party to make a choice of recommended methods. We verify through experiments that proposed method(S-RCA) a valid and reliable mobile contact area were recommended.