• 지식경영연구
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• 제21권4호
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• pp.89-108
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• 2020

본 연구에서는 Airbnb 고객들의 재구매 의도에 영향을 미치는 선행 요인들을 살펴보고자 하였다. 고객들이 경험 뒤 형성된 긍정적 감정과 부정적 감정이 재구매를 결정하는 핵심요인으로 고려하였다. Airbnb 특성 요인으로는 진정한 경험, 숙소 시설, 가격 공정성을 선정하였다. 그리고 재구매 의사 결정에서 주관적 규범과 트렌드 추구 경향의 역할에 대해서도 살펴보았다. 제안한 연구 모형은 306명의 Airbnb 사용 경험이 있는 고객들을 대상으로 연구 모형을 분석하였으며, 구조 방정식 모형을 활용하였다. 연구 분석 결과 Airbnb에 대한 긍정적 감정과 부정적 감정 모두 재구매 의도에 유의한 영향을 미침을 알 수 있었다. 또한 Airbnb의 특성 요인들이 재구매 의사 결정에 미치는 영향을 확인할 수 있었다. 마지막으로 주관적 규범과 트렌드 추구 경향은 재구매 의도에 유의한 영향을 미치지 않았다. 본 연구 결과를 통해 Airbnb의 지속적 성장을 위한 고객 경험 관리와 마케팅 전략을 수립하는데 도움을 줄 수 있을 것으로 기대된다.

• 한국경영과학회지
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• 제38권2호
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• pp.1-24
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• 2013

The research about customer value has developed over the past years in the marketing field. On the other hand, the stream of the idea has not fully been structured yet. It is the purpose of this research to present the process of development together with the intellectual structure in the field of customer value researches using "Author Co-citation Analysis" (ACA). For the purpose of the research, authors chosen were ranked in order of frequency according to their citations which were used for network analysis. Further, it was of advantage in finding the development process for this research from 1996 to 2011. The trend were set into three time-line groups/trends (1996~2000, 2001~2005, and 2006~2011) that were respectively analyzed. In conclusion, the research represents the intellectual structure of customer value in each period. The research having been tried, influenced a variable field in other marketing researches. While still, many researches limit their focus on a "one-way customer value, used by companies in the past and some in the present, many researches now have a wider perspective about the value and relationship of their customer and their company, together with the society at large.

• 벤처창업연구
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• 제8권3호
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• pp.179-187
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• 2013

과거에는 품질의 좋고 나쁨의 기준이 정해진 특정 규정(기준)의 충족 여부였지만 최근엔 소비자(고객)의 만족 여부가 해당 제품의 질을 평가하는 기준이 되고 있다. 이는 서비스업의 경우에도 마찬가지이다. 본 연구에서는 의료산업에서의 서비스 품질과 서비스 가치가 고객행동과 어떤 관련성이 있는지와 서비스 관계품질이 서비스품질 및 가치와 고객행동에 어떤 매개역할을 하는지에 대해 실증 연구한 것이다. 컴퓨터 SPSS 패키지에 의해 조사 분석한 결과 의료산업 서비스품질 및 서비스가치는 고객행동과 양의 관련이 있는 것으로 나타났고, 서비스관계품질이 서비스품질 및 가치와 고객행동 간에 매개역할을 하고 있는 것으로 나타났다.

• Journal of Information Technology Applications and Management
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• 제10권3호
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• pp.143-162
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• 2003

Today's firm runs on a customer-centric environment. Customers prefer to deal with companies that are accessible at anytime, from anywhere, in any form. Thix trend requires an ever-increasing number of channels to interact with the firm. And these channels ought to be integrated as well. To meet these challenges firms tend to rely on a customer interaction center (CIC) solution, enabling two-way interactions with customers through seamless contact channels. Though many firms these days tend to introduce the CIC into their organization, there is not much empirical research dealing with design elements that have to be fabricated in the CIC. This study is to investigate the relationship between CIC design elements and CIC effectiveness. To meet this objective we have contacted and surveyed a number of firms that are operating some form of CIC. We also describe a few success and failure cases in an effort to deliver issues or insights that should be considered in introducing CIC.

• 품질경영학회지
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• 제32권4호
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• pp.30-47
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• 2004

The tremendous growth of the Internet, particularly world wide web, has resulted in significant changes in commerce environments. Internet has brought significant changes in the economics of marketing channels and has led to a redefinition of industry value chain. E-commerce has become so important that countries and firms unprepared for this new trend would lose competitive advantages in the coming century of digital economy. The purpose of this study is to identify logistic!; service quality elements about internet shopping mall customers and examine the relationship among e-commerce logistics service quality, customer satisfaction, relationship quality and repurchase intentions in the area of internet shopping mall. To do so, prior studies on logistics service quality, customer satisfaction, relationship qualify and repurchase intentions were broadly reviewed and the relationship among those four concepts was empirically tested.

• 한국유기농업학회지
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• 제17권3호
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• pp.273-289
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• 2009

Under the changed market condition, The objectives of this study are to develop and test a research model specifying the relationship between customer loyalty and sale of environment-friendly food in korea. The target population of this research is consumers in seoul and some major cities. they are judged to have bigger environment-friendly food buying power and represent the future environment-friendly food consumption trend in korea. Results acquired from statistical analysis can be summarized like the following. The label-related components were important factors effecting the satisfaction and the loyalty. Also this study indicate that the customer loyalty is positively related to producer, ingredient indication, advertisement, and negatively related to price.

• 한국조리학회지
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• 제14권3호
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• pp.96-108
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• 2008

The purpose of this study was to analyze the effects of attributes related to consumers' selection of a seafood buffet restaurant on consumers' satisfaction and their intention to revisit focused on seafood buffet restaurants in the Busan area to activate the seafood buffet restaurant business and to contribute to the food service industry. The results of this study showed that the attributes related to customers' selection of a seafood buffet restaurant have an effect on customer satisfaction and intention to revisit and that customer satisfaction affects their intention to revisit. Thus, this study is meaningful in that it suggested the trend of customers' consumption and the direction of future development of the food service industry.

• 대한안전경영과학회지
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• 제2권3호
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• pp.47-59
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• 2000

Producing what customers need with near mass production efficiency, or mass customization, has been a major trend in industry. Effective definition of customer requirements is a pre-requisite for realizing mass customization. The new method, called "Design by Customers", is proposed. The proposed method is an approach for companies to communicate to customers about what the company can offer, to find out customer needs, to assist customers in making choices and to negotiate for agreements. In this paper, the design and manufacturing capabilities in making company are represented in a Product Family Architecture. Adaptive Conjoint Analysis is then applied help customers assert their needs, defined variations from base product, visualize their options and assess alternatives. A power supplier of a electronic appliance is shown as an example to demonstrated the suggested method.ed method.

• 대한안전경영과학회지
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• 제4권4호
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• pp.119-128
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• 2002

In this report, we provide the focus on suggesting a method of estimating and measurement of CBM(Customer Behavior Model). Through the use of internet, a new trend of business for e-CRM on B2C Web Site known as EC has emerged. The purpose of this study is to identify the relationship between the customers of a shopping mall and CBM characteristics. It can be used to gain a better understanding of customers. from this we can determine trends, and so refine business toward customer's needs and target new products to particular customer groups. Result shows that there is a significant relationship between the customers pattern of shopping mall and CBM, CVM(Customer Visit Model).

• 융합경영연구
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• 제10권6호
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• pp.1-7
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• 2022

Purpose: The purpose of this study is identifying the research trends of degree papers related to the beauty industry and providing information which can contribute to the development of the domestic beauty industry and the direction of various research about beauty industry. Research design, data and methodology: This study used 154 academic papers and 189 academic papers with English abstracts out of 299 academic papers. All of these papers were found by searching for the keyword "beauty industry" in ScienceON on August 15, 2022. For the analysis, BERTopic and LDA (Latent Dirichlet Allocation) analysis were conducted using Python 3.7. Also, OLS regression analysis was conducted to understand the annual increase and decrease trend of each topic derived with trend analysis. Results: As a result of word frequency analysis, the frequency of satisfaction, management, behavior, and service was found to be high. In addition, it was found that 'service', 'satisfaction' and 'customer' were frequently associated with program and relationship in the word co-occurrence frequency analysis. As a result of topic modeling, six topics were derived: 'Beauty shop', 'Health education', 'Cosmetics', 'Customer satisfaction', 'Beauty education', and 'Beauty business'. The trend analysis result of each topic confirmed that 'Beauty education' and 'Health education' are getting more attention as time goes by. Conclusions: The future studies must resolve the extreme polarization between the structure of the small beauty industry and beauty stores. Furthermore, the researches have to direct various ways to create the performance of internal personnel. The ways to maximize product capabilities such as competitive cosmetics and brands are also needed attentions.