• 한국의류학회지
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• 제27권6호
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• pp.675-684
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• 2003

The purposes of this study was to identify the dimensions of salesperson's effort and to examine the effect of salesperson's effort on relationship quality and customer intent to relationship continuity of middle upper class older female customers. The subjects used for the study were 202 middle upper class older female customers over 55 years living in Seoul. Factor analysis, paired t-test, multiple regression analysis and path analysis were used for statistics analysis. The results of this study were as follows. First, 5 factors were identified for the dimensions of salesperson's effort in older female customer's perception: attentiveness/product competence/effective access/friendliness/ special treatment. The salesperson's effort perceived most importantly was friendliness. Second, the salesperson's effort perceived by customer had direct and indirect effects on customer intent to relationship continuity; indirect effect mediated by relationship quality was larger than the direct one. Relationship quality was proved to have a crucial role in customer intent to relationship continuity. The influences of dimensions of salesperson's effort were also investigated. The effective access affected considerably on customer intent to relationship continuity.

• Asia Marketing Journal
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• 제9권3호
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• pp.75-115
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• 2007

본 연구는 고객이 서비스 실패와 복구를 경험하는 과정에서 서비스 제공자의 서비스 복구노력과 서비스 실패 이전의 고객-종업원의 친밀감이 만족, 재구매의도, 긍정 구전에 미치는 영향을 고찰하였다. 첫째, 본 연구는 서비스 실패와 복구 후 소비자의 반응에 대한 서비스 제공자의 복구노력과 친밀감의 상호작용효과를 검증하였다. 실험결과 서비스 실패 이전 고객과 종업원의 친밀도가 높은 집단에서는 친밀도가 낮은 집단에 비하여 서비스 실패후의 복구노력이 낮아도 만족, 재구매의도, 긍정적 구전정도가 크게 감소하였다. 둘째, 본 연구는 서비스실패 후 적절한 복구노력을 경험한 고객의 만족이 서비스 실패를 겪기 전보다 높아질 수 있다는 서비스 리커버리 패러독스를 검증하였다. 실험결과 서비스 리커버리 패러독스는 서비스 복구노력수준과 고객-종업원의 친밀도에 관계없이 모든 집단에서 지지되지 않았다. 두 가설의 결과를 종합하여 보면 고객과 종업원의 긍정적인 친밀감은 서비스 실패로 인한 부정적인 영향을 서비스 실패가 없었던 상황으로 되돌릴 수는 없지만, 실패로 인한 부정적인 영향을 감소시켜주는 완충작용을 하는 것으로 나타났다.

• 복식문화연구
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• 제15권6호
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• 복식문화연구
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• 제11권1호
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• pp.103-117
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• 2003

The aim of this study was to identify dimensions of salesperson´s effort according to older female(55+) customer's and fashion store salesperson's perspective and to examine what kind of effort dimensions are assessed to be more important than others. As a method, both literature review and empirical research were made. This study was performed in three stage from December in 2001 to May in 2002. For exploratory step. In-depth interview and observation study were done for gathering responses related to salesperson´s effort. in pilot study, 83 older female customers were surveyed and the data was analyzed in order to develop questionnaire. In the main research. 202 older female customers and 103 fashion store salespersons were surveyed in order to identify the dimensions of salesperson's effort. Statistical analyses were performed with SAS program using factor analysis. cronbach´a mean, t-test. paired t-test and multiple regression analysis. The results of this study were as follows. First, 5 factors was selected for the dimensions of salesperson´s effort in customer´s perception; friendliness, attentiveness. product competence. effective access and special treatment. Second, 5 factors was selected for the dimensions of salesperson's effort in salesperson´s performance; friendliness/ attentiveness. product competence. effective access. communication, and purchase exaction. Third. dimensions of salesperson's effort were different according to customer and salesperson's characteristics. Last, there were significant differences in the salesperson's efforts between customers´perception and salespersons´Performance.

• 경영과정보연구
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• 제17권
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• pp.315-333
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• 2005

The Internet has been identified as the worlds fastest growing marketplace with seemingly limitless opportunities for marketing products and services. Logistics service quality is considered an essential strategy for success and survival in today's internet environment. Logistics excellence has become a powerful source of competitive differentiation within diverse marketing offerings of internet firms. The quality of logistics service performance is a key marketing component that helps create customer satisfaction. As the business environment has changed, the operations based definition of logistics service have evolved. The objective of this study is to examine the logistics service quality in internet shopping mall and the impact of logistics service quality on customer satisfaction. The quality factors of logistics service in this study are consist of five quality factor. The survey result is drive from a man experienced in used internet shopping mall. The finding suggest that logistics service quality of five factor had a positive effort on customer satisfaction. Specifically, timeliness had the most consistent positive effort on customer satisfaction.

• 경영과정보연구
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• 제30권3호
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• pp.191-215
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• 2011

소매서비스업은 고객서비스의 제공을 통해 차별화를 시도하면서도 서비스의 생산 및 전달과정에 참여하는 고객의 행동을 관리할 필요가 있다. 소매서비스업에서 고객참여행동을 적절히 활용하기 위해서는 소매서비스업에 따른 고객참여행동의 수준을 보다 면밀히 파악하고 알아야 할 필요가 제기된다. 본 연구에서는 국내의 주요한 소매서비스업을 선별하여 고객참여행동의 수준을 파악해 보고자 한다. 4가지 소매서비스업 유형(접촉의 정도와 참여행동 수준의 정도에 따라 구분된 패밀리 레스토랑, 미용서비스, 병원서비스, 교육서비스)에 따라 고객참여행동의 하위차원 (적극성, 소통성, 교감성, 순응성)이 어떤 수준의 차이를 보이는 지를 실증적으로 확인하고자 한다. 연구의 결과, 적극성과 소통성에 있어서는 소매서비스 유형별로 유의하게 차이가 있는 것으로 나타났으나, 교감성의 경우에는 집단 간의 차이가 유의하지 않았고, 순응성의 경우에는 한계수준에서 집단 간의 차이를 확인할 수 있었다. 네 가지 소매서비스 유형중 가장 고객참여행동의 수준이 높은 소매서비스는 병원서비스이며, 다음으로 패밀리레스토랑, 교육서비스, 그리고 미용실서비스로 나타났다. 이로써, 본 연구는 소매서비스업 유형에 따라 고객참여행동의 내용과 양이 다르다는 것을 실증하였으며, 소매서비스업 유형별 고객참여행동의 수준을 확인하고 이를 고객참여행동 유도전략에 활용할 수 있는 계기를 마련하였다.

• 대한전자공학회논문지TC
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• 제39권6호
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• pp.19-19
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• 2002

본 고에서는 최선형 인터넷 서비스에 대해서 대역공유량의 변화가 가지는 특성을 이론적으로 모델링하는 방법을 제안한다. 그리고 유틸리티에 기반한 요금정책을 제안하고 수치실험을 통해 제안방법의 의의와 효과에 대해 검토한다.

• 대한전자공학회논문지TC
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• 제39권6호
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• pp.277-284
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• 2002

본 고에서는 최선형 인터넷 서비스에 대해서 대역공유량의 변화가 가지는 특성을 이론적으로 모델링하는 방법을 제안한다. 그리고 유틸리티에 기반한 요금정책을 제안하고 수치실험을 통해 제안방법의 의의와 효과에 대해 검토한다.

• 융합경영연구
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• 제2권2호
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• pp.10-14
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• 2014

The study investigated consumption patterns and inclination of consumers of Hanwoo meat being more expensive than imported meat and/or beef cattle meat based on the author's business experience at the shop in Budang Seongnam. The author who has managed shop firstly investigated customers' inclination and/or propensity. The author heard specific customer's story at neighboring shopping center, and each customer's buying method, occupation, financial power and apartment size and others, and forecast visiting customer's buying and demand upon part of the beef that customer asks for. The aut hor who sold out limited scope of beef product at limited area thought that he did narrow scope of business. The author would make effort to sell product enough to meet customer's taste by better quality product from point of view of customers. The author would make effort to supply good quality beef products to the customers who relied upon the author's butcher's.

• Asia Marketing Journal
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• 제20권3호
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• pp.83-103
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• 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.