• 한국관광식음료학회지:관광식음료경영연구
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• 제17권2호
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• pp.39-60
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• 2006

This study can realize customer satisfaction by planning in the advance and progresses event to business relation employee and event host and event participation customer of banquet event and mutually between in preparation checking process understand and I wished to explain that revisit is high. Specially, customer discovered that they are more satisfied to enfilade circle when banquet event preparation, progress recognized higher quality of service by plan. Furthermore, was expose that customer satisfaction for enfilade won improves relation quality because constructs trust about enfilade circle and banquet event, and customer loyalty degree to banquet hall. These study finding is presenting suggestion point of inside marketing that can affect to Saengjone of tissue because enfilade circle satisfaction can influence in customer possession in view of plan checking for enfilade won. Therefore, studied relation that exert effect that customers who use banquet event in this study are some in contents and customer satisfaction of plan, customer revisit that is late.

• 산경연구논집
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• 제11권7호
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• pp.51-60
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• 2020

Purpose: Recently, Korean cosmetics distribution market has been reorganized with the H&B store. In the domestic cosmetics distribution market, existing brand road shops are decreasing, and multi-shops are leading the H & B stores, which have greatly improved their experience and content. In these environmental changes, the offline distribution channels are turning into the multi-editing shops that have introduced products of various brands and greatly enhanced experiences and contents. Nevertheless, most studies of factors and measurement items for measuring customer experience in the H&B store use Schmitt (1999)'s Strategic Experience Modules (SEMs). Therefore, the purpose of this study is to propose a measure that is practicable through consideration of the in-store customer experience components of the H&B store. Research design, data and methodology: Based on Schmitt's Strategic Experience Modules (SEMs), which are widely used in customer experience marketing, the metric pool was constructed through customer and literature research on H & B store managers. Since then, 101 preliminary surveys and 211 main surveys have been conducted in order to propose a dimension of customer experience and refine the metrics. Results: As a result of the research, H&B store's customer experience was derived from a measurement model consisting of 19 measurement items in total of five dimensions: environmental experience, intellectual experience, behavioral experience, tech experience, and relationship experience. This study analyzed that compared to the existing Schmitt's Strategic Experience Modules (SEMs), (1) emotional experience expanded to environmental experience, (2) Cognitive and relationship experiences are maintained (3) behavioral experience was subdivided into physical and technical experiences. In particular, the environmental experience has been proposed as a major component is an important point because the H&B store recently opened a large flagship store and is competitive in constructing a differentiated space. Conclusions: Related experience was seen as an important component of customer experience in the offline store, but in the process of refining the scale, interaction items with employees of the H&B store were removed, and rather, participation in the APP or SNS channel of the company, event Participation, interaction with other customers, etc. appear to be important, while suggesting the practical implications.

• 유통과학연구
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• 제12권12호
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• pp.83-92
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• 2014

Purpose - A business ecosystem refers to mutually dependent systems interconnected by a loose foundation of various ecosystem members such as customers, suppliers, partners, and other stakeholders. The ecosystem-based strategy attempts to achieve competitive advantage for firms by enriching a business ecosystem or building a sustainable business ecosystem through the collaboration and co-evolution of its members. A sustainable business ecosystem is a source of competitiveness for firms anda manageable resource for gaining a competitive advantage. Customers represent the core membership of the business ecosystem and play a pivotal role in building a sustainable business ecosystem. This study examines the effects of customer participation on economic and social value in the business ecosystem and suggests a course of action for building a sustainable business ecosystem. Research design, data, and methodology - Two business cases of South Korea are selected from two different business types: business-to-business (B2B) and business-to-customer (B2C) firms. Business ecosystems for B2B and B2C firms reflect contrasting characteristics. Data was collected from in-depth interviews with four representatives of four firms. Results - The study suggested seven propositions for the relationships between customer participation and a sustainable business ecosystem through multiple case studies based on in-depth interviews. The results reveal the following four strategic actions for building sustainable business ecosystems based on the suggested propositions: alignment, systemization, socialization, and co-evolution. Alignment refers to achieving a harmonic balance or virtuous circle among the firm's mission, investment, and value creation. Systemization refers to building and implementing management and infrastructure systems rooted in the corporate culture. Socialization of customers in the business ecosystem reinforces the harmony or virtuous cycle. Finally, co-evolution is associated with the relationship between firms and customers as buyer firms in a restricted business ecosystem. Conclusions - This study considers multiple cases for the execution of a sustainable business ecosystem in collaboration with customers and suggests seven propositions and four strategic actions. The results are based on qualitative data from interviews with business associates from two firms in an open business ecosystem and two firms in a restricted business ecosystem, both in South Korea. Our research results regarding two contrasting business ecosystems shed light on business issues and policy making in Asian business environments, which are in the transition stages from a traditional conglomerate-driven to an inclusive growth-driven economy. The business ecosystem itself should be considered a manageable resource for firms' competitive positions in the market. A customer is a member of the business ecosystem and should thus be viewed not only as a purchasing entity and an object of relationship management but also as a co-creator of value. Therefore, firms should collaborate with customers to build sustainable business ecosystems. For this, firms must create social value, which cannot be created by customers alone, within the business ecosystem. Then, customers participate in a business ecosystem and build it to be favorable to them. Implications for academics and practitioners were suggested.

• 농촌계획
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• 제23권3호
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• pp.97-105
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• 2017

The interest and participation of the rural experience is increasing as an alternative for the problems such as the decrease of the agricultural income facing the agriculture and the rural area, the decrease of the population, and the regional stagnation. The rural experience has recently been transformed into a software dimension such as programs and participation activities in the past. In addition, public awareness also positively evaluates agriculture and rural communities as the basis for supporting society and recognition of multiple functions. Furthermore, the intention of the citizen to the earnest village is increasing. The purpose of this study is to analyze the effect of rural experience and customer satisfaction of urban residents on the recognition of return to farm and rural areas. As a result of the analysis, it was found that the characteristics of rural experience had a positive effect on the farming villages by the program, the experience field and the host, and the customer satisfaction had a positive effect on the farming villages. Therefore, it is considered that a systematic approach to the rural experience is needed in the future because the experience of the rural people in the city has a positive effect on the earliest villages.

• 디지털융복합연구
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• 제10권11호
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• pp.673-680
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• 2012

본 연구의 목적은 제품/서비스 개발 과정에 있어서 공급자와 고객이 언제 어떻게 참여해야 하는가는 실증적으로 규명하는 것이다. 이를 통해 이들을 어떻게 그리고 언제 참여시키는 것이 효과적인지에 대한 함의를 제시할 수 있다. 분석결과 높은 고객 참여는 전략설계와 제품/서비스 혁신간의 관계를 조절하는 것으로 나타났다. 이는 제품 개발 초기에 고객이 참여할 경우 혁신성과를 높일 수 있다는 것을 의미한다. 반대로 평가개선 단계에서 고객의 높은 참여는 제품/서비스 혁신에 유의한 영향을 미치지 않는 것으로 나타났다. 이는 평가개선 단계에서는 고객의 아이디어보다는 제품/서비스를 실현할 수 있는 전문지식이 더 요구됨을 나타낸다.

• 인간식물환경학회지
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• 제23권1호
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• pp.23-33
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• 2020

This study starts from the awareness of the problem that consumers are isolated from the standing spray product planning, and thus suggests effective designs and methods to the new standing spray design process. The ultimate purpose of this study is to suggest practicable new standing spray design outputs. Service design is based on customer experience, and thus it is intangible, process-centered and based on various relations. Applying the service design to the development of new standing spray designs has the following significance. (1) Service design is an effective method for maximizing customer-centered experience. The customer-centered method of service design promotes practicability of new standing spray design. (2) Service design solves various problems by mediating opinions among various stakeholders. Effective and practicable solutions could not be found for new standing spray design despite various efforts that had been made for a long time. Since each step of the process is approached separately, it is necessary to take an overview of the whole process like service design. (3) Service design lays stress on process in which stakeholders participate. Participation and collaboration among stakeholders in the new standing spray design process will improve their satisfaction and enthusiasm to implement the new system.

• 지식경영연구
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• 제11권3호
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• 경영과정보연구
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• 제32권5호
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• pp.175-192
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• 2013

고객참여에 관한 지난 연구들은 고객참여의 서비스 접점에서의 역할을 중심으로 서비스 품질과 고객만족에의 영향에 대해 살펴보고 있다. 그러나, 이러한 연구들은 고객참여의 관계적 성과에의 영향을 간과하고 있다고 볼 수 있다. 이에 본 연구는 고객참여의 관계적 성과에 초점을 맞추어 고객참여가 관계몰입에 구체적으로 영향을 미칠 수 있는 지에 대해 규명하고자 한다. 이는 고객참여의 서비스 접점에서의 역할을 더욱 확장하는 것으로 고객참여의 서비스 접점에서의 중요한 기업-고객 간의 관계적 요소를 활성화시키는 역할에 대해 실증하는 것이다. 연구의 결과, 고객참여는 관계몰입의 다양한 차원인 규범적 몰입, 지속적 몰입, 감정적 몰입에 모두 유의한 긍정적인 영향을 미치는 것으로 확인되었다. 또한, 고객참여의 특성을 고려했을 때, 그 영향의 정도는 감정적 몰입보다 규범적 몰입에 더 큰 영향이 있는 것으로 확인되었다.

• 한국유통학회:학술대회논문집
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• 한국유통학회 2001년도 추계학술대회 발표논문집
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• pp.277-304
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• 2001

• Asia Marketing Journal
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• 제11권4호
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• pp.1-19
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• 2010

마케팅 과정에 있어서 최근 고객의 참여 및 역할에 대한 관심과 중요성이 점점 커지고 있다. 이러한 흐름 속에서 본 연구는 고객시민행동과 이에 대한 선행요인과 결과 변수들에 대한 문헌연구를 통하여 고객시민행동의 개념을 정리하였다. 고객시민행동은, 고객이 서비스를 제공받기 위해서 수행하는 참여행동을 초월하여, 서비스 제공자에게 협조하고 서비스 조직에 건의사항을 제공하며 다른 고객을 도와주는 등의 행동을 통해서 궁극적으로 서비스 품질 향상에 기여하는 행동을 의미한다. 본 연구는 이러한 고객시민행동에 영향을 미치는 주요 선행요인을 규명하였다. 나아가 고객시민행동의 결과인 기업과 고객 간의 장기지향성에 미치는 고객시민행동의 영향에 관한 개념화를 바탕으로 실증연구를 실시하였다. 연구결과에 의하면 고객은 서비스 상황에서 자신이 타인과 비교하여 공정하게 대우받았다고 지각할 때, 그리고 고객이 기업으로부터 정서적·수단적 지원을 많이 받았다고 지각할수록 고객시민행동을 적극적으로 하는 것으로 나타났다. 또한 고객이 기업이 제공하는 서비스에 대한 가치를 높게 지각할수록 기업에게 긍정적으로 기여하는 고객시민행동을 하는 것으로 나타났다. 마지막으로 고객이 기업에 공헌하는 고객시민행동을 통해 해당 기업과의 관계에 있어서 장기지향성을 보인다는 가설 또한 지지되었다. 본 연구는 고객시민행동에 대한 개념화와 실증분석을 통하여 고객시민행동의 주요 선행변수와 결과에 관한 통합적 모델을 제시함으로써 이 분야의 연구가 나아갈 방향의 기초를 제공하였다는 점에서 그 의의를 찾을 수 있다.