• 보건의료산업학회지
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• 제4권1호
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• pp.1-10
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• 2010

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

• 지식경영연구
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• 제10권2호
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• pp.1-14
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• 2009

This study has investigated the effects of promoting and inhibiting factors on information sharing between buyers and sellers in Korean distribution industry. Based on intensive literature reviews, eight promoting factors(satisfaction, relational norms, trust, commitment, fairness, formalization, participation, transaction specific investment) and five inhibiting factors(opportunism, environmental uncertainty, conflict, concentration, monitoring) were included in the research model. For the purpose of empirical testing, 320 respondents of retailers in Korea were surveyed and the analysis utilizing structural equation model indicated that satisfaction, relational norms, trust, commitment, fairness, formalization, and participation had positive effects on information sharing. And concentration and monitoring had negative effects on it. However transaction specific investment, opportunism, conflict, and environmental uncertainty had no significant effects.

• Journal of Preventive Medicine and Public Health
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• 제56권1호
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• pp.88-94
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• 2023

Objectives: This study examined how deprivation differed by region and the effect those differences had on suicidal ideation among the local population. Methods: Data collected over 10 years (2012-2021) in the Korea Welfare Panel Study were organized into 3 categories: metropolitan, city, and rural. A panel analysis was conducted on the impact of deprivation indices, socio-demographic characteristics, and life satisfaction on suicidal ideation in each category. Results: Income, divorce status, family relationship satisfaction, and medical deprivation had a significant impact on suicidal ideation in metropolitan areas, whereas these variables did not have significant effects in rural areas. In other words, income, family, and medical support were more impactful in city areas. Conclusions: Although the deprivation index was higher in rural areas than in city areas due to an aging population and reduced income levels, the mental health of rural residents was found to be generally better than that of city residents. The possibility that this is related to the strength of relationships within the respective communities should be considered in light of recent discussions on relational welfare.

• Journal of Information Technology Applications and Management
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• 제20권4호
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• pp.207-219
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• 2013

The study examined relational marketing in terms of transaction specific satisfaction and cumulative satisfaction in the professional sport industry. The study evaluated the motivation of spectators visiting professional baseball games in 2012 and the satisfaction factors of relationship marketing. In this study, the satisfactions were considered in terms of single satisfaction associated with transaction and gradual satisfaction associated with customer loyalty. The relationship marketing was established considering each factor of marketing strategies, facility, game performance and entertainment. The study categorized the factors for customers to visit games as facility, game performance and entertainment with marketing strategies. The study found out that the customer satisfaction was related with both transaction specific satisfaction and cumulative satisfaction where cumulative one is longer term related. Moreover, cumulative satisfaction will be more related with the long term team financial performance.

• 한국조리학회지
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• 제20권4호
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• pp.266-279
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• 2014

본 연구는 관계혜택에 따라 패밀리 레스토랑의 시장을 세분화하고 각 세분시장 간의 인구통계학적 특성, 레스토랑 방문행태, 관계의 질, 관계성과에 차이가 있는지를 살펴보는데 그 목적이 있다. 이를 위해 미국 내 패밀리 레스토랑 고객을 대상으로 얻은 총 510부의 자료를 빈도분석, 요인분석, 신뢰도 분석, 군집분석, 다변량 분산분석, 판별분석, 교차분석, 일원배치 분산분석을 통해 분석하였다. 요인분석 결과 확신적, 특별대우, 사회적 혜택 등 세 개의 관계혜택요인을 도출하였으며, 군집분석 결과 관계혜택의 정도에 따라 '높은 관계혜택 소비자,' '중간 관계혜택 소비자,' '낮은 관계혜택 소비자'의 세 개의 세분시장이 도출되었다. 세 개의 세분시장그룹은 연령(p<0.05)과 교육수준(p<0.05)에 차이가 있었다. 또한 관계혜택을 높게 인식하는 소비자일수록 레스토랑의 방문빈도(p<0.001), 관계의 질(p<0.001), 관계성과(p<0.001)가 보다 높게 나타났으며, 그 뒤를 중간 관계혜택 소비자, 낮은 관계혜택 소비자 순으로 높게 인식하는 것으로 나타났다. 결과적으로 패밀리 레스토랑은 높은 관계의 질과 관계성과를 얻기 위해 고객들에게 높은 관계혜택을 제공해야할 것이다. 이에 대한 실무적인 시사점을 제시하였다.

• 복식
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• 제64권3호
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• pp.13-31
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• 2014

This study attempts to analyze relational structures among service failure-related variables after the moderation of fairness in the beauty service industry with the following purposes: First, it aims to review and investigate service failure & service recovery strategies, non-switching intentions after recovery, revisit intention, the intent to provide word-of-mouth recommendations and previous studies on service failure and recovery in the beauty service industry. Second, it targets the analysis of the role of fairness as a variable that moderates relations between service recovery strategies and post-recovery satisfaction in the beauty service industry. For this, the following research method was used: This study has investigated the effect of service failure and its recovery strategies (behavioral recovery strategy, psychological recovery strategy, monetary recovery strategy) on customer satisfaction for beauty service users and used the Structural Equation Model (SEM) to further analyze and verify the effect of the satisfaction on post-satisfaction behavior (non-switching intention, repurchase intention and the intent to provide word-of-mouth recommendations). The SEM was divided into a measurement model and structural model to determine if the model is appropriate and estimate the parameters of the path coefficient. In addition, this study examined to see if fairness (procedural fairness, distributive fairness and interactive fairness) works as a moderating variable while the service recovery efforts affect customer satisfaction. Then, the role of service recovery strategies, targeted to satisfy the customers who were dissatisfied because of service failure, were investigated. In addition, its effect on post-satisfaction behavior was analyzed from the structural aspect, and the moderating role was examined as well. Then, the role of the service recovery strategy, which can be used to satisfy dissatisfied customers, was examined, and the effect of the satisfaction on customer behavior was analyzed from a structural perspective. In addition, the moderating role of fairness was tested. As a result, this study is significant in that it helps service providers formulate service recovery-related strategies.

• 한국콘텐츠학회논문지
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• 제15권7호
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• pp.618-628
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• 2015

이 연구는 퍼스널 트레이닝 회원들이 지각하는 관계혜택과 고객만족 및 고객애호도와의 구조적관계를 규명하는데 그 목적을 두었다. 연구대상은 퍼스널 트레이닝 전문센터에서 1개월 이상 이용한 만 20세 이상의 남녀 회원을 모집단으로 선정한 후 편의표본추출법(convenience sampling)을 통해, 최종 227명의 유효 표본을 자료분석에 이용하였다. 자료처리는 SPSS 15.0과 AMOS 7.0을 이용하여 빈도분석, 확인적 요인분석, 신뢰도 분석, 구조방정식 모형분석을 실시하였다. 이상의 연구수행 과정을 통해 도출된 결과는 다음과 같다. 첫째, 관계혜택 중 고객화혜택은 고객만족에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 관계혜택 중 심리적혜택, 사회적혜택은 고객애호도에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 고객만족은 고객애호도에 정(+)의 영향을 미친다.

• Journal of Korea Trade
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• 제25권3호
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• pp.134-152
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• 2021

Purpose - Our study aimed to examine the roles of conflict management in maintaining a sustainable good relationship between joint venture (JV) partners. Although the concepts of relational capital, mutual commitment, and cultural adaptation have been neglected in previous research on interorganizational relationships, we treated them as inter-partner fit mechanism capabilities of affecting the level of satisfaction in a relationship with a JV partner. Design/methodology - In order to test hypotheses, we sent a questionnaire to Japanese firms operating JVs in South Korea and asked whether their levels of satisfaction with their JV partners increase when conflict management techniques are used to reduce the conflicts that usually arise between partners. Findings - The results of our study suggested that it is important for firms participating in a JV to construct and reinforce an inter-partner fit mechanism that enables them to maintain a favorable partnership. In addition, we suggested that relational capital, cultural adaptation, and mutual commitment influence conflict reduction and the level of satisfaction experienced in JVs. Moreover, the results showed that conflict management has a significant effect on developing soild partnerships and performance in JV situations. Originality/value - We advanced a new paradigm about conflict management and suggested methods of research propositions that are well grounded in the latest findings in conflict management research pertaining to JVs.

• Asia Marketing Journal
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• 제18권1호
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• pp.75-97
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• 2016

Globalization and the emergence of new markets has placed increased emphasis on cross-cultural sales and marketing research. Despite considerable advances in the personal selling literature, little is known about the cross-cultural transferability of key constructs. Given the degree to which well-accepted relational sales behaviors such as ASB and customer oriented selling reflect Western values such as individualism and low uncertainty avoidance, the relative efficacy of such practices in alternative cultural context is less clear. Using a Korean sample, our results confirm the beneficial direct effects of these relational selling practices upon performance. However, we also find strong workgroup interdependence diminishes the effects of ASB and that performance fully mediates the relationship between both sales behaviors and job satisfaction. In contrast to prior results, we find female salespeople and those newer to their position demonstrate stronger ASB.

• 한국데이타베이스학회:학술대회논문집
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• 한국데이타베이스학회 2008년도 연합학회학술대회
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• pp.263-291
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• 2008

본 연구는 미용서비스 제공자의 감성지능과 인지지능이 고객만족(사회적 만족, 경제적 만족), 장기적 관계지향성에 어떠한 영향을 미치는지를 규명하고자 한 것이다. 그 결과, 첫째, 서비스 제공자의 감성지능 중 자기 감정이해와 타인 감정이해를 제외한 감정활용과 감정조절만이 고객의사회적 만족에 긍정적으로 유의한 영향을 미치고 있는 반면, 서비스제공자의 인지지능은 고객의 경제적 만족, 장기적 관계지향성 모두에 긍정적인 관계가 있음을 알 수 있었다. 이와 같이 기존 연구에서 서비스 제공자의 감성지능에 대한 연구의 중요성과 필요성에 대한 인식이 부족한 시점에서 본 연구의 시도는 보다 의미있다고 할 수 있으며, 실무적으로도 서비스 종업원의 훈련과 개발에 있어서 유용한 시사점을 제공해 줄 것으로 생각된다.