• Journal of Applied Tourism Food and Beverage Management and Research
• /
• v.15 no.2
• /
• pp.123-150
• /
• 2004

The purpose of this study is to prove that the approprlate fit between service failure and recovery strategy can effciently maximize customer satisfaction and behavioral intention, by using prepared scenario through comprehensive approach concerning how the expectation level about service recovery has influences on perceived fairness, satisfaction and behavioral intention of servlce recovery based upon size in case of service failure. This study has been conducted by way of selection of filling-up type questionnaires for customers themselves who have experience in service failure out of customers who can easily visit family and hotel restaurants, that is, domestic restaurants in Seoul area, June ~ August 2004, by setting factorial design of 2(control, severeness) ${\times}$ 3(distributive fairness, procedural fairness, mutual relational fairness) ${\times}$ 2(customer satisfaction, customer behavior). The survey was performed on the customers who visited common restaurants, family restaurants, hotel restaurants, etc. mainly in Seoul, and total 600 sheets of questionnaires were distributed and 496 sheets of them were returned(82.67% of return ratio).

• Journal of the Korean Home Economics Association
• /
• v.45 no.2
• /
• pp.23-31
• /
• 2007

The purpose of this study was to investigate relational commitment variables-trust & commitment- effect on long-term relationship between domestic apparel firms & cooperative companies. Also this study was to examine the significant of the relationship among communication, conflict, satisfaction, & trust & commitment. The data used to teat the model were collected in a survey from 172 domestic apparel firm's outsourcing managers & was analyzed by confirmatory factor analysis & path analysis. The major results of the study were summarized as follows: 1. Communication & conflict were found to be significantly related to the satisfaction. Also, communication hade a negative effect on conflict. 2. Satisfaction was found to be significantly related to trust & commitment. & the more trust the firms had with their cooperative companies, the more commitment the firms had in the outsourcing. 3. Trust & commitment were found to be significantly related to the long-term relationship.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.29 no.2
• /
• pp.328-339
• /
• 2005

The purpose of this study were to extract and empirically examine the effect variables on phase performance of relationship development process by identifying relationship development process between apparel store and customer. The questionnaires was asministered to 333 women frequency use of a department store, big shopping mall, discount store in Gwang-ju city during March 4-11, 2003. The data was analyzed by factor analysis, correlation analysis, and Structural Equation Model using LISREL 8.30 program. As the results, the perceived service quality with attractive factor of relationship explration phase direct positively influenced customer satisfaction among relationship expansion phases. However, relational benefit directly influenced customer satisfaction with the primary phase of relationship maintain as well as trust, customer commiment and long-term orientation. Also, customer satisfaction direct positively influenced trust, and customer' trust direct positively influenced customer commitment. Finally, the customer commitment direct positively influenced long-term orientation.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.33 no.4
• /
• pp.586-597
• /
• 2009

The purpose of this study is to identify the moderating effect of Internet lifestyle among relational benefits effect, customer satisfaction and customer loyalty on the Internet shopping mall. For the study, utilizing the convenient sampling method, the sample of study was composed of female and male adults aged between 20 and 30 living in Seoul metropolitan area who had experienced purchase of fashion products on the web. Of 350 distributed, 311 useful questionnaires were returned. The survey research design was employed with structured questionnaire. For data analysis, descriptive statistics, factor analysis, reliability analysis, cluster analysis and multiple-regression analysis were used. The results of this study are as follows: The results of Internet lifestyle were regarding 4 cluster of Internet lifestyle. 1) information seeking type, 2) shopping maniac type, 3) social gathering type and 4) passive follower type were obtained. The interaction of psychological benefits and the type of Internet lifestyle affected customer satisfaction positively. The interaction of customer satisfaction and Internet lifestyle reinforced customer loyalty. Especially interaction of shopping maniac type among Internet lifestyle types and customer satisfaction affected customer loyalty strongly.

• Knowledge Management Research
• /
• v.20 no.2
• /
• pp.43-58
• /
• 2019

The main purpose of this study is to empirically investigate determinants affecting MICE quality, which then affects to loyalty. In particular, this study focuses on variables in the exhibition and event experiences of the MICE participants. The proposed research includes four variables representing the exhibitions and event experiences (affective, intellectual, behavioral, relational experience), two MICE qualities (commitment, satisfaction), and MICE loyalty. The results of this study reveal that four proposed variables (affective, intellectual, behavioral and relational experience) have a positive impact on two MICE qualities (commitment and satisfaction). Furthermore, the study found that commitment and satisfaction positively influence MICE loyalty. The findings of the study would provide theoretical and practical implications of exhibition and event experiences, quality and loyalty of MICE.

• Korean Security Journal
• /
• no.40
• /
• pp.87-108
• /
• 2014

In this study, we tried to find ways to minimize the negative effects of workplace bullying by analysing how workplace bullying affects private security guard's job attitude. The results of survey are as follows. First, as the result of analysis how the guard's workplace bullying affects job satisfaction, one of the job attitude, it showed that relational aggression and workplace bullying have a negative effect on their job satisfaction. In other words, job satisfaction decreases as relational aggression and workplace bullying increase. Second, as the result of analysis how the guard's workplace bullying affects their turnover intention, we found that relational aggression and workplace bullying have an effect on turnover intention, especially, relationally workplace bullying has a more effect on their turnover intention than relational aggression, which Is somewhat different from other studies. Study shows that workplace bullying can cause the guard's negative respond and behavior on their job satisfaction, they have to consider transferring another job. Therefore, increasing their job satisfaction and decreasing turnover intention are very important as we are exposed to crimes these days. In this study, we have come with following solutions. First, to increase job satisfaction against workplace bullying, we have to raise the efficiency of their human resources and reduce work ambiguity of actual work burden caused by positive organizational atmosphere and clear responsibility. Second, it is needed to promote personnel exchange between departments and form partnership through regular meetings by targeting common goals to concentrate same interests. At the same time, we have to improve the guard's welfare and working environment by introducing psychological counselling to the victims of bullying.

• Culinary science and hospitality research
• /
• v.15 no.3
• /
• pp.344-355
• /
• 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 Institute of Information and Communication Engineering
• /
• v.16 no.10
• /
• pp.2309-2315
• /
• 2012

The objective of this research is to suggest how to keep the continuous customers and how to build business model and marketing strategy. In detail, this research aims to closely examine the relationship among SNS quality(service quality, information quality, system quality) for airline customers, relational benefit(social benefits, psychological benefit, customization benefit, economic benefit) and customer satisfaction. As a result, if SNS quality is getting better, relational benefit better is higher. Specifically service information quality is more impactive to relational benefit than system quality. The effect of psychological customization benefits from SNS quality is the strongest to customer satisfaction of all factors. To conclude, the results of this research can be the guideline when designing marketing strategies for airline customers and for traditional tourism customers who use SNS.

• Journal of the Korea Convergence Society
• /
• v.9 no.9
• /
• pp.371-378
• /
• 2018

The purpose of this study is to classify the customers according to the characteristics of the relational benefits and to compare the performances of the sub-groups. As a result of the research, the group type according to the relational benefits was subdivided into 3 groups, and each group was named emotional relational group, continuous relational group and intermittent relational group considering customer characteristics. First, the emotional relational group is the group that emphasizes the empathy and assurance between the service provider and the customer, and the continuous relational group is the group with the highest social, confidence and economic benefits. The intermittent relational group was simply a transaction-oriented group. This implies that a differentiated customer management strategy is needed for each relational benefit group based on customer experience in medical services.

• Korea Journal of Hospital Management
• /
• v.17 no.2
• /
• pp.52-72
• /
• 2012

In this study, we examined the effect of customer satisfaction and switching cost on continuous use intention to suggest how organizations can retain their customers when market growth slows down and competition becomes stronger. We carefully developed and modified survey instruments through a pre-test, and subsequently surveyed 432 dental care users in Seoul and Busan areas. As a result of regression analysis, higher procedural learning switching cost, relational switching cost, and customer satisfaction were manifested in the increased continuous use intention. In contrast, higher financial switching cost and customer satisfaction with insufficient effort for information acquisition led to decreased switching intention. In addition, procedural initial switching cost and residents in Seoul led to increased switching intention. Understanding continuous use intention and switching intention is important for healthcare institutions striving to maintain market position. The findings of this study suggest a paradigm shift from conventional transactional marketing to strategic relational marketing to be effective in the healthcare environment today.