• Journal of Industrial Convergence
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• v.15 no.2
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• pp.27-36
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• 2017

In this study, we analyzed service quality factors of O2O delivery app based on Kano model and survey, and classified service quality into several dimensions. As a result of the analysis, the one dimensional quality factors were accurate information transmission, variety of restaurants, diversity of payment methods, diversity of menu selection, discomfort resolution, kindness of service, taste and quality of food, hygiene and cleanliness, Attractive quality factors such as updated information, reliable reviews, various ordering methods, fast delivery, brand image, discount point payment and accumulation. Although the must-be quality factor did not appear, it turned out that the discomfort resolution was close to the must-be quality factor. The indifferent quality factors were informational services, events and promotions. The O2O delivery app market is continuing to grow and competition is getting more and more intense. The results of this study will help O2O delivery app vendors to establish strategies to focus on certain quality of service factors.

• Culinary science and hospitality research
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• v.17 no.1
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• pp.124-141
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• 2011

The domestic food culture in Korea has gone through great changes, among which dining out is considered most prominent. These changes are caused by a number of factors: development of several related industries, increase in dining out chances, diversification of consumer needs, change in consumption awareness and quality, increase in disposable income, women's advance into the society, etc. Under these circumstances, the fast food industry has been experiencing slow growth, whereas family restaurants and take out coffee franchises are consistently increasing the number of restaurants and shops as a part of aggressive management to increase sales. This study aims, first, to examine the effects of consumer's brand individuality and satisfaction on brand trust, brand emotion, brand identification, and brand loyalty of specialty coffee shops. Subsequently, this study observes how consumer's brand individuality and satisfaction affect the formation of brand trust, brand emotion, brand identification, and brand loyalty in accordance with preferred type of specialty coffee shops, frequency of experience, and life style in order to establish relevant strategies. The results of this study are as follows. First, brand individuality had a positive effect on customer satisfaction. Second, customer satisfaction had a positive effect on brand trust. Third, customer satisfaction had a positive effect on brand loyalty. Fourth, customer satisfaction had a positive effect on brand emotion. Fifth, brand trust had a positive effect on brand loyalty. Sixth, brand emotion had a positive effect on brand loyalty. These results have the following implications. First, the dimensions of brand individuality are presented as a means to form brand loyalty, thereby demonstrating the significance of the effect. Accordingly, developing a proper brand individuality in forming brand loyalty is imperative. Second, consumers using specialty coffee shops had the greatest effect on the relation between dimensions of brand individuality and customer satisfaction in this study, while the interrelation between customer satisfaction and brand loyalty was not concretely supported in the preceding studies.

• Journal of Distribution Science
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• v.16 no.12
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• pp.105-113
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• 2018

Purpose - This research is intended to suggest ways to enhance customers' satisfaction with service recovery. For this purpose, this study investigated the relationships among perceived justice (distributive, procedural, interactional justice) of service recovery efforts, perceived authenticity of service recovery efforts, the intention to follow advice, and the satisfaction with service recovery. Research design, data, and methodology - This research developed a structural equation model in which the perceived justice (distributive, procedural, interactional justice) and the perceived authenticity are predictors, the satisfaction with service recovery is a dependent variable, and the intention to follow advice is a moderator between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Data were collected from visitors of fast food restaurants in Seoul, Gyeonggi province, and Kangwon province. A total of 330 questionnaires were distributed and 295 responses were collected indicating a response rate of 89.3%. After deleting data having missing value, 288 samples were used for analysis. SPSS 21.0 and AMOS 21.0 were used to test the reliability, validity, model fit, and hypotheses. Results - Empirical results showed that perceived justice, perceived distributive justice, and perceived authenticity had a positive influence on the satisfaction with service recovery. These results indicated that the more highly customers perceived the justice, distributive justice and the authenticity of service recovery efforts, the more they were satisfied with service recovery. And these influences were moderated by the intention to follow advice. Specifically, influences of the perceived justice, the perceived distributive justice, and the perceived authenticity on the satisfaction with service recovery were bigger for people with high intention to follow advice than people with low intention to follow advice. Conclusions - This research contributed to the service recovery literature by showing how perceived justice (distributive, procedural, interactional justice) and perceived authenticity influence satisfaction with service recovery. Moreover, current study introduced the intention to follow advice as moderator of this influence and revealed the moderation role of the intention to follow advice between the perceived justice (distributive, procedural, interactional justice) and the satisfaction with service recovery. Managerially, these results suggested retailing companies some ways to recover from service failure.

• Culinary science and hospitality research
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• v.15 no.3
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• pp.344-355
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• 2009

This study is to set up a hypothesis and a research model based on how much the relational benefits can affect customer satisfaction and long-term relationship with the theoretical and practical results of established precedent researches, to analyze the structural equation model on casual dining restaurant diners, to evaluate the research model and subsequently to provide marketing implications. First of all, social and psychological factors prove to be influential among relational benefits felt by diners-out. Secondly, customer satisfaction has influence on long-term commitment for a restaurant. In other words, the higher customer satisfaction level for a restaurant is, the stronger willingness a customer has to recommend or revisit the restaurant, as several precedent studies support. As demonstrated in indirect advantages, these social and psychological benefits felt by diners-out have mighty effects on long-term relationship orientation, and satisfaction levels prove to be an important medium which can make these influences. As a result, restaurant employees' attitude toward customers is the most important factor rather than economic benefits such as reduced price, free gifts and coupons are, since customers put social and psychological benefits forward like intimate terms with restaurant workers, a sense of stability, and a relief from uneasiness. Therefore, constant service education should be done from the start to cope with customers' demands fast and flexibly and increase customer satisfaction.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.8
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• pp.192-199
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• 2016

This article examines the location strategies of coffee franchises in Gyeonggi province. Due to its large population, broad area, and diverse industrial structure, Gyeonggi province is an ideal dataset for empirical testing of the location strategies. We collect the addresses of five major coffee franchises stores, convert them into geographic coordinates using Google Maps Geocoding API, and compute Haversine distances both between stores of the same franchise and between stores of different franchises. This novel approach leads to three discoveries. First, coffee-consuming age population is positively related to the number of stores and more strongly for commercial areas with a large floating population. Second, one third of Starbucks stores have another Starbucks store within a radius of 300m, which empirically confirms the 'Focused Destroy Strategy' of Starbucks that has multiple stores in central business districts. Third, for 80% of Starbucks stores, we can find Ediya stores within 500m, which supports Ediya's 'Next-to-Starbucks Strategy'. Our research methods can be efficiently applied to the analyses of other retail businesses such as convenience stores, fast food restaurants, and mobile phone shops.

• Journal of the East Asian Society of Dietary Life
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• v.21 no.1
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• pp.134-145
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• 2011

The purpose of this study was to examine the work values of undergraduate-level foodservice major students. In order to assess work values of the participating students, this study adopted 'Maryland Work Values Inventory'. Data from a total of 290 surveys were collected. The participants consisted of 146 commercial foodservice major students and 144 institutional foodservice major students. Among the seven work values, both groups ranked 'job advancement' as the most important work value. Commercial foodservice major students rated 'altruism' as the least important work value, whereas it was 'stimulation' for institutional foodservice major students. 'Need for work' was evaluated statistically higher by junior and senior students compared to sophomore students of commercial foodservice major (p<0.05). In both foodservice majors, a positive relationship was found between work value scores and grade levels. All work value scores tended to be higher for students in higher grades. This tendency was especially statistically clear for the value 'need for work' for commercial foodservice major students and 'money and prestige' for institutional foodservice major students (p<0.05). There were some gaps in the work values between students with different career field choices. For the commercial foodservice majors, those interested in fine dining perceived 'satisfaction and accomplishment' and 'altruism' as more important [4.33 (p<0.05) and 4.05 (p<0.01), respectively] compared to students who had interests in fast food restaurants (4.06 and 3.67 respectively). Scores for 'satisfaction & accomplishment' (p<0.05), 'money & prestige' (p<0.001), and 'stimulation' (p<0.001) were significantly different among institutional foodservice major students. In addition, students more interested in industrial foodservice field regarded 'money & prestige' and 'stimulation' as less important as indicated by noticeably lower scores (3.74, 3.55 respectively) in comparison to the other group (p<0.001). The results of this study, which explored foodservice major students' work values, suggest that there is an increased need for the students to build up their work values as well as for the foodservice industry to offer appropriate work values to future foodservice employees.