• 아태비즈니스연구
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• 제6권1호
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• pp.45-57
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• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• 한국조리학회지
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• 제13권4호
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• pp.232-242
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• 2007

Consumers are not simply consuming products anymore. They now take part in developing new products. Thus, it is essential that we devise a variety of consumer-oriented marketing strategies to keep close relationships with consumers. The purposes of this study were as follows: 1) to explore the relationship between customer participation and surveys on its effect, 2) to compare groups with respect to customer participation, and 3) to see whether there is a cause-effect relationship between the customer participation and surveys on its effect. Frequency analysis, correlative analysis and discriminate analysis were used to analyze the data. The results of testing hypotheses can be summarized as follows. we find that, as for customer participation factors, there is significant relationships among survey factors including customer satisfaction, cost reduction, customers' prior occupations. The current analysis exhibits favorable results in the customer participation and such factors. The analysis shows that there is significant difference between the active groups and the passive groups in all the new product development related factors; customer satisfaction, cost reduction, customers' prior occupations. Finally, this perhaps indicates that the result of the survey depends on whether firms are positive or negative in introducing customer participation.

• 한국조리학회지
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• 제24권2호
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• pp.51-62
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• 2018

The value of the customer's contribution essentially becomes the value of the dining industry in Korea. Therefore, an increase in the customer's equity maximizes the assets of the business. The purpose of this study intends to examine relationships between customer equity and behavioral intentions in restaurant industry and verify the moderating effect of restaurant type. This study takes an integrated perspective on prior literature on customer equity, as well as on aspects of the general restaurant industry related to customer equity, thereby defining the concept of customer equity in a way that reflects the characteristics of the dining industry. A total of 420 patrons in Korea participated. The results showed a positive relationship between brand equity, relationship equity and behavioral intentions. There were moderating effects related to restaurant type in the causal relationships between behavioral intentions. The components of customer equity and relationship equity in casual dining restaurants, and value equity and brand equity in quickservice restaurants significantly by customers differs according to restaurant type. Limitations and future research directions are also discussed.

• 한국의류학회지
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• 제32권8호
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• pp.1299-1308
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• 2008

Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

• 한국콘텐츠학회:학술대회논문집
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• 한국콘텐츠학회 2009년도 춘계 종합학술대회 논문집
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• pp.1200-1204
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• 2009

정보서비스 활동에서 고객과의 관계는 서비스 성패를 좌우하는 중요한 요소 중 하나이다. 최근에는 웹서비스를 통한 고객관계마케팅활동은 고객과의 관계를 강화하는 데 있어서 그 가능성을 한층 높일 수 있다. 그 중 물리적, 지리적 구애를 받지 않은 서비스의 브랜드 혹은 온라인 공동체의식의 활용은 고객관계 구축의 핵심이 된다. 따라서 본 고에서는 KISTI의 과학향기 서비스의 고객그룹을 대상으로 공동체의식을 형성시킬 수 있도록 서포터즈 운영과 매개효과를 통해 고객그룹 운영 방안을 제시하였다.

• 웰빙융합연구
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• 제4권4호
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• pp.26-30
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• 2021

Purpose: The study tried to make a comparison between local and global brand hotels with respect to the relationships among customer experiences, service quality, customer satisfaction and consumer-brand relationship. This study provided strategic implications according to its results. Research design, data and methodology: To this end, this study collected data from 300 participants who have stayed at local and global brand hotels in Seoul. SAS 9.4 was used for data analysis. Results: The results showed that experiential modules ('sense' module and 'feel-think-act') affected service quality (human service, physical service) in local brand hotels. But 'feel-think-act', one of experiential modules, only affected service quality in global brand hotels. Also, physical service only had strong effects on customer satisfaction with both local and global brand hotels. Finally, customer satisfaction was influenced by consumer-brand relationships for two hotel groups. But there were no statistically significant differences in all estimations between local and global brand hotels. Conclusions: In conclusion, the study provided some strategic implications that experiential marketing in hotel industry needs be practiced maintain the competitive advantage and sustain branding power and will result in stronger consumer-brand relationships in local and global brand hotels.

• 유통과학연구
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• 제19권1호
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• pp.5-15
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• 2021

Purpose: This study explores the types of relational benefits that generate loyalty to room-sharing services among Chinese customers based on the relationship marketing literature. The study also examines the moderating effect of alternative attractiveness on this relationship. Research design, data and methodology: Based on research hypotheses, questionnaires with items measuring the proposed constructs in three dimensions, including relational benefits, alternative attractiveness, and customer loyalty, were designed to test the hypotheses. Data were collected via an online questionnaire of 220 room-sharing service customers in China. Results: Results verify the effects of relational benefits on customers' loyalty to room-sharing services and the mediating effect of alternative attractiveness. More specifically, confidence, social, and safety benefits positively affect customer loyalty to room-sharing services, and alternative attractiveness moderates only the effect of social benefits. Conclusions: The results suggest that room-sharing service providers should concentrate on providing confidence, social, and safety benefits to maintain long-term relationships with customers. This study also provides practical implication for building relationships between channel members in service distribution channels. The study concludes that without customer relationships marketing for managing collaborative and social communication channels, the entire distribution channel might lose out eventually.

• 한국조리학회지
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• 제20권5호
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• pp.93-100
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• 2014

This study performed to identify the relationships among experiential value, brand image, satisfaction and customer loyalty in context of full-service restaurant, and to find the moderating effect of gender on the formulated model. SPSS 18.0 and AMOS 18.0 were employed to conduct frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, and multigroup analysis to examine moderating effect. Results confirmed the validity and reliability and found significant relationships among the constructs. First, two factors of experiential value (e.g., aesthetic and economic value) have positive influence on brand image, satisfaction, and brand image was significant predictor of customer satisfaction. Second, satisfaction was significant antecedent of attitudinal loyalty and the attitudinal loyalty has influence on behavioral loyalty. In addition, current study identified moderating effect of gender between playfulness and brand image even though there was on significant relationship between both constructs. These results will be meaningful for developing marketing strategies and successful business especially for full-service restaurants.

• Journal of Information Technology Applications and Management
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• 제12권1호
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• pp.69-90
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• 2005

Online community as a business model has gotten much attention in online market. And it has been recognized as an increasingly important tool for better understanding and relationships with customers. Thus, There are needs for conducting researches, such as those being performed in social psychology area. Due to the lack of current researches on online community, variables that have been considered in social science and factors in relationship marketing are adopted in this study. The primary purpose of this research is to develop and test a model that explains the process of how sense of online community through relationship quality influences customer loyalty. The major findings of this study are as follows: First, sense of online community was found to have a positive influence on relationship quality. Second, relationship quality was found to have a strong positive effect on customer loyalty. Finally, relationship quality was found to have a mediation effect between the sense of online community and the customer loyalty. Implications of these findings are discussed for researchers and practitioners.

• 한국조리학회지
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• 제12권4호
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• pp.18-32
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• 2006

This research is to figure out how interpersonal relationships among the foodservice industry affected customer satisfaction and retention. Marketing strategy methods could be indicated to bear fruit in the food-industry based on this research. First, the properties of each factor related interpersonal relationship of foodservice industry, customer satisfaction and retention were obtained from previous studies. Second, interpersonal relationship was applied as an independent variable, retention between customers and the foodservice industry as a consequent variable and customer satisfaction as a parameters. The result reached through convergent validity came to satisfy all variables. Third, it was strongly maintained that the higher interpersonal relationship was, the more satisfied customers were and that the more satisfied customers were, the stronger retention was. It was shown that customers would repurchase and had strong loyalty to a certain enterprise if its services satisfied them and met their expectations.