• Asia Marketing Journal
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• v.12 no.4
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• pp.137-164
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• 2011

In the past, retailers secured customer loyalty by offering convenient locations, unique assortments of goods, better services than competitors, and good credit policy. All this has changed. Goods assortments among stores have become more alike as national-brand manufacturers place their goods in more and more retail stores. Service differentiation also has eroded. Many department stores have trimmed services, and many discount stores have increased theirs. Customers have become smarter shoppers. They don't pay more for identical brands, especially when service differences have diminished. In the face of increased competition from discount storess and specialty stores, department stores are waging a comeback war. Growth of intertype competition, competition between store-based and non-store-based retailing and growing investment in technology are changing the way consumers shop and retailers sell. Different types of stores-discount stores, catalog showrooms, department stores-all compete for the same consumers by carrying the same type of merchandise. The biggest winners are retailers that have helped shoppers to be economically cautious, simplified their increasingly busy and complicated lives, and provided an emotional connection. The growth of e-retailers has forced traditional brick-and-mortar retailers to respond. Basically brick-and-mortar retailers utilize their natural advantages, such as products that shoppers can actually see, touch, and test, real-life customer service, and no delivery lag time for small-sized purchases. They also provide a shopping experience as a strong differentiator. They are adopting practices as calling each shopper a "guest". The store atmosphere should match the basic motivations of the shopper. If target consumers are more likely to be in a task-oriented and functional mindset, then a simpler, more restrained in-store environment may be better. Consistent with this reasoning, some retailers of experiential products are creating in-store entertainment to attract customers who want fun and excitement. The retail experience must deliver value to turn a one-time visitor into a loyal customer. Retailers need a tool that measures the full range of components that define experience-based value. This study uses an experiential value scale(EVS) developed by Mathwick, Malhotra and Rigdon(2001) which reflects the benefits derived from perceptions of playfulness, aesthetics, customer "return on investment" and service excellence. EVS is useful to predict differences in shopping preferences and patronage behavior of customers. EVS consists of items measuring efficiency, economic value, visual appeal, entertainment value, service excellence, escapism, and intrinsic enjoyment, which are subscales of experiencial value. Efficiency, economic value, service excellence are linked to the utilitarian shopping value. And visual appeal, entertainment value, escapism and intrinsic enjoyment are linked to hedonic shopping value. It has been found that consumers value hedonic experiences activated from escapism and attractiveness of shopping environment as much as the product quality, price, and the convenient location. As a result, many department stores, discount stores, and other retailers are introducing differential marketing strategy based on emotional/hedonic values. Many researches suggest that consumers go shopping not only for buying products but also for various shopping experiences. In other words, they seek the practical, rational value as well as social, recreational values in the shopping process(Babin et al, 1994; Bloch et al, 1994). Retailers may enhance buyer's loyalty to store by providing excellent emotional/hedonic value such as the excitement from shopping, not just the practical value of buying good products efficiently. We investigate the effect of perceived shopping values on the emotional experience and store loyalty based on the EVS(Experiential Value Scales) developed by Holbrook(1994), Mathwick, Malhotra and Rigdon(2001). This study assumes that the relative effect of shopping value dimensions on the responses of shoppers will differ according to types of stores and analyzes the moderating effect of store type(department store VS. discount store) on the causal relationship between shopping value dimensions and store loyalty. Emprical results show that utilitarian values of shopping experience and hedonic value of shipping experience give the positive effect on the emotional response of consumers and store loyalty. We also found the moderating effect of store types. The effect of utilitarian shopping values on the attitude toward discount store is higher than the effect of utilitarian shopping values on the attitude toword department store. And the effect of hedonic shopping value on the emotional response to discount store is higher than on the emotional response to department store. The empirical results reflect on the recent trend that discount stores try to fulfill the hedonic needs of consumers as well as utilitarian needs(i.e, low price) that discount stores traditionally have focused on

• The Korean Journal of Health Service Management
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• v.2 no.1
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• pp.56-83
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• 2008

The purpose of this study was to provide basic materials needed to enhance quality of organizational life by identifying the improvements of labor union management in the perspective of general hospital organization management. The subject of this study were 686 employees in 12 General Hospitals in Metro Capital including Seoul. Materials were collected from administrators, nurses and medical technicians in target hospitals from March 20 to May 10, 2005 through survey questionnaires. The main results of this study were as follows: 1. the commitment level of the subjects according to their characteristics was higher in older employees than the younger ones, large family to support than small family to support and those who had higher positions in labor union. 2. The commitment level of the subjects according to the job and role related variables were higher those who had higher satisfaction level to their job and manager, role conflict in all hospitals. 3. The commitment level of the subjects according to union related variables, variables jointly controlled by union and employer was satistically significant positive correlation. In other words, the commitment level of the subjects according to the subjects' labor union involvement was higher in those who had higher satisfaction in labor union and perceived their colleagues' attitudes more positively in all hospitals. Regarding the atmosphere of the relationship between union and employer and the level of commitment in labor union, the better the atmosphere of the relationship between union and employer was, the higher the level of commitment in labor union was in all hospitals. 4. The results of multiple regression analysis shows that formal and informal socialization, union participation to the union management cooperation program, job satisfaction, satisfaction with the labor union's were all found as important antecedents of labor union commitment. 5. Job and role-related variables, union-related variables, variables jointly controlled by union and employer, and labor union commitment level were all found significantly different in accordance with the characteristics of unions concerned. To summarize study results, the level of commitment in labor union depends on job satisfaction, manager's attitudes, satisfaction to their jobs, union satisfaction, their colleagues attitudes toward union and the atmosphere of employer-employee relationship. Therefore hospital managers should have democratic and flexible attitudes toward labor union. Additionally, as formal and informal socialization, union participation to the union-management cooperation program is important determinant in union commitment, hospital managers should have countermeasures to enhance the colleague attitude and job satisfaction level of hospital employees. Since this study deals with psychological nature of workers not a few drawbacks and shortcomings may be detected in the finding. Nevertheless, the finding of this study, to become a momentum that will stimulate further research to detect all the cues of labor union commitment and to provide valuable reference in forming logical union commitment and labor union-management cooperation.

• The Journal of the Korea Contents Association
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• v.20 no.3
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• pp.309-323
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• 2020

The purpose of this study is to examine the structural relationship between psychological exhaustion, turnover intention, and social support of the dedicated workforce in order to investigate the effects of social support on psychological exhaustion, turnover intention of PAS assistant. Based on the results of the study, this study attempted to make the basic data for devising method to alleviate the intention to turnover of disabled PAS assistant. It was intended to help improve the quality of the activity support service. For this purpose, a questionnaire consisting of psychological exhaustion, turnover intention, and social support measures was conducted to 274 PAS Assistants of 11 service agencies in Seoul to verify the mediating effect of social support. In this study, the psychological exhaustion of PAS Assistants's showed a positive correlation, and the social support of the dedicated personnel perceived by the PAS Assistants's showed a negative correlation with the psychological exhaustion. Also, the social support of the dedicated workforce partially mediated the causal relationship between psychological exhaustion and turnover intention. The results of this study suggests that the social support of the dedicated personnel dedicated to support activities is high in reducing the psychological burnout and turnover intention of the PAS Assistant, it means that the social support of a dedicated workforce is an important resource in reducing the turnover intention.

• Journal of Digital Convergence
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• v.14 no.12
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• pp.35-42
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• 2016

This study investigated development method of governance of local residence, central and local government based on fishing ports as a new paradigm for restoration of sustainable space environment on Hyeonpo Harbor in Ulleung Island. According to the result of conducting a questionnaire survey on residents of Ulleung Island in order to carry out the research purposes, vulnerable living environment as poor accessibility and lack of hospital, community health center, and shopping district were pointed out as the biggest problem of residential environment in Ulleung Island of today. Secondly, there was a high recognition that development project on Ulleung Island of the government and local government is not actually contributing to the revitalization of regional economy and improvement in quality of life of Ulleung Island residents, and thirdly, lack of understanding on the importance or usage of various resources in Ulleung Island and insufficient support of the central government and local autonomous entity were pointed out as the bottleneck factors in implementation of the Ulleung Island development project. Fourthly, they perceived the current management level of Hyeonpo Harbor to be unsatisfactory. The results of this study demonstrated the importance of durability of development entities, vision of development of Hyeonpo Harbor, effort for the change of ownership mind, phased implementation considering reality of the area, and development that can provide small-scale profitable contents than a large theme.

• Journal of the Korea Convergence Society
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• v.12 no.12
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• pp.443-451
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• 2021

This study is a qualitative research using focus group interviews with disabled people and their families to understand the unmet healthcare needs perceived themselves and to analyze the experiences of 'The 2^nd pilot project for primary care for people with disabilities', from 9 to 17 February 2021. The subjects of the study was the disabled who can express their opinions (group 1) or the guardians of the subjects who can not express their opinions (group 2). The participants were interviewed for about 100 minutes for each group once or twice. As a result of this study, the factors regarding unmet healthcare needs were extracted in subject, provider, institutional, and socio-cultural aspects. Further, the factors resolved and unresolved by the pilot project were extracted. Based on the results, we can recommend that the expanded application to the visiting service, inclusion of doctors from various departments, multidisciplinary approach including physical or occupational therapists, minimizing disconnection among the hospitals and healthcare centers, improvement of service quality by collecting opinions from people with disabilities, and more publicity activities should be applied.

• Journal of Service Research and Studies
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• v.13 no.3
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• pp.127-146
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• 2023

Recently, digital advertising has shifted towards delivering messages through short ads of less than 15 seconds, and on social media, ads need to convey the message within 5 seconds before consumers skip them. Although the length of advertisements has decreased, advancements in artificial intelligence algorithms and big data analysis have made it possible to deliver personalized messages that cater to consumers' interests. In this changing landscape, the importance of delivering tailored messages through short and efficient ads is increasing. In this study, we examined the effects of message framing as part of effective message delivery. Specifically, we examined the differences in the effects of two framings, "health" and "environment," for vegan products. The growing consumer interest in health and the environment has elevated the interest in vegan products, and the vegan market is expanding rapidly. Consumers purchase vegan products not only for personal health benefits but also due to their ethical responsibility towards the environment, which can be considered ethical consumption. Previous research has not shown the differences in the effects between health and environment message framings, and the research has been limited to vegan food products. This study investigates the differences in the effects of health and environment message framings using a dish soap product category. By identifying which advertising messages, either health or environment, are more effective in promoting vegan products, this study provides insights for companies to enhance their message framing strategies effectively.

• Journal of Music and Human Behavior
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• v.13 no.2
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• pp.31-48
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• 2016

This study investigated how music therapists perceive the professionalism of the profession. A total of 98 certified music therapists completed the online survey for a 46.7% response rate, and 78 questionnaires were included in the analysis after excluding incomplete responses. The results of this study demonstrated that music therapists show a high level of standards for music therapy professionalism in general. Meanwhile, the respondents gave their lowest rating on the perception of their occupation as a social service addressing the needs of society. The majority of respondents rated the level of their professionalism as high and they tended to identify individual competency as the most important factor. Also, there were significant differences in perceived professionalism depending on the length of clinical practice and level of education. These results indicate that the quality of training may contribute to a high level of perception on professionalism. Also, lower levels of perception on social aspects of the professionalism support the need for continuing education to broaden the understanding of professionalism. Given the importance of professionalism in enhancing the quality of care for clients and expanding the profession, further studies were suggested to increase understanding of the music therapy professionalism and propose strategies for maintaining the professionalism of music therapists.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.11
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• pp.321-331
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• 2017

This study was conducted to identify communication types of nurses, satisfaction with nursing services and intent to revisit the hospital by hospitalized patients, and to investigate factors influencing intent to revisit the hospital at a time of expansion of comprehensive nursing care service. The subjects consisted of 123 hospitalized patients in sixgeneral hospitals with more than 100 beds in Gyeongsangnam-do. Data were collected by a self-report questionnaire from July 1 to July 30, 2017. The collected data were analyzed by t-test, ANOVA, Pearson's correlation coefficients, and hierarchical regression. There were significant differences in intend to revisit the hospital depending on age(F=9.83, p<0.001), gender(t=-3.82, p<0.001), marital status(t=2.24, p=0.028), education(F=11.92, p<0.001) and days of hospitalization(F=7.81, p<0.001). Intent to revisit the hospital indicated a significantly positive correlation between informative(r=0.609, p<0.001) and affiliative(r=0.536, p<0.001) communication types and satisfaction with nursing services(r=7.97, p<0.001), as well as a significantly negative correlation with authoritative communication types(r=-0.356, p<0.001). Factors influencing intent to revisit the hospital were informational communication type(${\beta}=0.38$, p=0.003) and satisfaction with nursing services(${\beta}=0.84$, p<0.001). Based on these findings, it is necessary to develop various educational programs and conduct systematic education to facilitate effective communication between nurses and patients in order to improve the quality of nursing service and satisfaction of patients admitted to comprehensive nursing care services.

• The Korean Journal of Nuclear Medicine Technology
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• v.17 no.1
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• pp.30-35
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• 2013

Purpose: One of the current services, providing information to the patients and their guardians by using promotion materials induces positive responses and contributes to the improvement of the hospital reliability. Therefore, the objective of this study is to evaluate the effectiveness of audio visual materials, one of the means of promotion, as a way to give accurate medical information to resolve patient's curiosity about purpose and procedure of their examination and deplete complains about waiting which attributes negative effect to service quality assessment. Materials and Methods: 60 patients(mean age $53.97{\pm}12.24$, male : female = 26 : 34) who had $^{18}F-FDG PET/CT$ scan from July 2012 to August 2012 in Seoul Asan Medical Center were referred to the study. All of the patients having PET/CT scan were asked to watch an informative video material before the injection of radiopharmaceutical ($^{18}F-FDG$) and to fill in a questionnaire. Results: As a result of analyzing the contents of questionnaire, 52% of 60 patients had PET/CT scan for the first time and 72.4% of the patients read the PET/CT guidebook offered from their outpatient department or inpatient wards before their scan. After we searched the level of previous knowledge of the purpose and method of PET/CT scan, the patients answered 25.1% "know well", 34% "not sure", 40.9% "don't know" respectively. And 84.7% of the patients answered that watching the PET/CT guide video before the injection helps understanding what exam they were having and 15.3% of the patients did not. For the question asking ever the patients have experienced using our homepage or smart phone QR code to see the guide video before they visit out PET center, only 3.3% of them answered "yes". Lastly, the patients answered 60.1% "yes", 31.4% "so so" and 8.5% "no" respectively for the question asking whether watching the video makes the patients to fill the waiting time short. Conclusion: It is found that understanding of objective and method of the PET/CT scan and level of satisfaction was improved after the patients watched the guide video whether they had PET/CT scan before and read the PET/CT guidebook or not. Also, watching the video was effective for the reduction of perceptible waiting time. But while displaying the PET/CT guide video is useful for providing information about the scan and shortening the waiting time as one of the medical service, utilization of service was actually very poor because of the passive promotion and indifference of the patients about their examination. Therefore, from now on, it is necessary to construct the healthcare system which can be offered to more patients through the active promotion.

• Journal of Internet Computing and Services
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• v.14 no.5
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• pp.101-117
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• 2013

As the number of online game user has been rapidly increased thanks to the recent vitalization of online contents market, not only new business opportunity but also the opportunity to create high profits have been provided as well. However, the increase of the number of online game user and the rapid expansion of the market evoke a cutthroat completion among online game service providers, and also high barriers to entry to online game market have been erected. Thus, what kinds of efforts need for the business success and sales increase in online game market? In lots of researches regarding online contents business, the deepening of loyalty was considered as a critical factor for the business success. According to the study on user's behavior in online environment, users would experience the Flow while using online service, and then, if they were in state of the Flow, they would use the service constantly. High customer loyalty to online game means high will to use the online game too. The purpose of this research was i) to examine what factors enable users to be naturally immersed in online game while playing it, ii) to examine what properties of online game can make game more interesting and exciting, iii) to verify that such factors are critical in deepening customer loyalty, and iv) to suggest some essential factors to be fun and exciting games, on where the focus should be put, and the directionality for the development for sales expansion of online game developer or online game service provider. The research results are as below: First, the involvement and the perceived quality which were characteristics of brand appeared to be factors most affecting Flow. This shows that once game user get interested in online game that user has played frequently, even though new games are released, user will continuously flow the game not moving to new games, and also shows that users not only get more interested but also put more trust in games in the site to where users are frequently going than games in other sites, and consequently user can increasingly flow the game. Second, the compensation and graphics which are the characteristics of contents appeared to be factors affecting Flow. Proper compensation which is given to game users triggers fun and interests in game and makes them flow more and more. And graphics make users to feel game space as if real space and let them flow in game with more reality. Third, challenges, support, and the stability which are technical characteristics appeared to be factors affecting Flow. Challenges enable users to not only experience new virtual world but also solve various difficulties and obstacles. Once users feel fun and interests through this challenge, they can naturally flow games. In addition, the stability of network provides reliability in security and hacking. By doing so, it can induce users to flow more and more. Lastly, when aforementioned characteristics including contents characteristics, technical characteristics, and brand characteristics are organically combined each other, game users feel fun and total minutes are naturally increased, so that game users experience Flow, and consequently the customer loyalty will be deepened as well.