• 품질경영학회지
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• 제31권2호
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• pp.1-16
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• 2003

The purpose of this research is to examine the influence of after sales service quality in the Korean home appliance. This study is assumed that after sales service quality is composed of prices of service and corporate image as well as technical quality and functional quality. Also, this study examined that how after sales service quality have influence on the repurchase and word-of-mouth effect, and the relationship between the repurchase and word-of-mouth effect was identified in this research. To perform the empirical study, 204 questionnaires from persons who experience taking after sales services with charge for their home appliance are gathered and analyzed. The results make contribution to the Korean home appliance manufacturing company to newly recognize about the factors of after sales services quality. Further empirical or theoretical study for finding the factors of after sales services quality can be recommended in the presence of competitive service industry.

• 산업경영시스템학회지
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• 제32권1호
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.

• The Journal of Asian Finance, Economics and Business
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• 제7권2호
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• pp.169-180
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• 2020

Globalization has led to a dramatic increase in intercultural service encounters between services providers and customers from diverse cultural backgrounds. This paper explores the causal relationship between service employees‟ cultural intelligence and adaptive sales behavior in intercultural service encounters, and the mediating effect of cognitive and emotional empathy on this relationship. A quantitative survey methodology was utilized to collect data on 341 salespeople at duty-free shops located on Jeju Island, Korea. Data analysis was conducted using SPSS 18 and Amos 18. The results show that cultural intelligence has a significant impact on cognitive empathy, emotional empathy, and adaptive sales behavior. Cognitive empathy has a positive impact on adaptive sales behavior, whereas the relationship between emotional empathy and adaptive sales behavior is not significant. Additionally, cognitive empathy mediates the relationship of cultural intelligence and adaptive sales behavior. This study has useful managerial implications for employee selection, training, and development in service firms engaged in intercultural service encounters. This study extends prior research on intercultural service encounters by exploring the direct impact of cultural intelligence on intercultural adaptation and the mediating effect of empathy, suggesting the presence of a cognitive mechanism that plays a key role in the impact of cultural intelligence on adaptive sales behavior.

• 한국항행학회논문지
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• 제16권6호
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• pp.1116-1122
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• 2012

본 논문에서는 연구개발비와 광고선전비를 포함한 재량적 비용의 지출이 매출과 선형 관계를 유지한다는 선행연구의 결과를 항공 운송업과 관련 제조업에 속한 기업의 기업 보고서를 통해 실증 분석한다. 제품의 주기가 짧은 비내구성 제품제조업에 속한 국내 기업의 경우에도 관리비와 판매비 항목 중 특히 연구개발비는 매출과 일차적 선형 관계를 유지하고 있다. 그러나 항공관련 산업의 경우에는 일반 관리비와 판매비 항목이 매출액과 비례하지만 무형자산성 지출인 연구개발비와 광고 선전비 항목은 비내구성 제품제조업의 경우에 비해 일차 회귀식의 조정계수가 낮은 특성을 보인다.

• 유통과학연구
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• 제18권10호
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• pp.39-52
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• 2020

Purpose: This study aims to find out the relationship between the impact of Korean crew on airline service quality in the global aviation market, which is the representative of the face-to-face sales and can help in the face-to-face market of aviation services. Research design, data: The survey was conducted for about a month from March 1 to April 6, 2020, and a total of 300 copies were used in the analysis of the results. To verify the hypothesis, data was analyzed using the statistical package program SPSS 18.0, and frequency analysis, exploratory factor analysis, correlation analysis, and multiple regression analysis were performed. Results: It is a study on the sales of face-to-face service of crews of global airlines. Non-verbal elements in airline service face-to-face sales have been shown to have a significant impact on service quality. Conclusions: In the face-to-face service sales of global airlines, communication has been shown to affect service quality. A face-to-face sale using mother tongue means important. The better the flight attendant's linguistic face-to-face selling ability, the more positive on the airline's quality of service. It suggests that the communication skills of managers in the aviation service market are important for repurchase.

• 기술혁신학회지
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• 제3권3호
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• pp.85-101
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• 2000

The purpose of this study is to test whether prices of personal computers reflect their varying degrees of non-marketable characteristics including after-sales service. This purpose is carried out using the hedonic price model. In this paper, we estimated 74 functional forms of hedonic price model using the quadratic Box-Cox transformation function and selected one based on the three criteria: expected signs, the statistical significance of estimated coefficients, and goodness of fit in terms of root-mean-square-percentage-error. In this study, we found hat as the after-sales service level increases the price of the personal computer increases. This result is consistent with the hypothesis that the less after-sales service offered with a personal computer, the less consumers are willing to pay for the personal computer, when all else remain constant. This finding shows that since the market works indirectly to influence pricing, the need to rely on consumer protection legislation to guarantee after-sales service is lessened. This study also found that after-sales service supported by each personal computer producer is not a free service, thus produces have a profit incentive for providing after-sales service.

• 한국의류학회지
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• 제27권8호
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• pp.935-945
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• 2003

This study attempts to understand perceived switching barriers of customers and fashion stores service quality as a core of store loyalty. Medium variations of switching barriers are interpersonal relationships, attractiveness of alternatives and switching costs. Date were collected from 485 subjects who finished their shopping with a self-administered questionnaire. The results were as follows: 1. Classified service quality of clothing stores into 4 ways: VMD of stores or atmosphere, store policy which are involved in store service, sales persons respond and sales persons conviction which are involved in sales service. 2. Service quality of fashion stores is related with switching barrier medium variations. 3. Service quality have an influence on switching barrier medium variations. Its mutual influences increase switching barriers and it gets to be related to the store loyalty. 4. Compared influences of variations to store loyalty between the H department store and the L department store which are research objects. The main difference is that the H department store evaluated personal relationships among service quality, customers and sales persons high compared with the L department store. As the results showed, service quality consists of store service of nonpersonal service area and sales service of personal service. Service quality is related with interpersonal relationships, attractiveness of alternatives and switching costs. It also affects switching barriers and store loyalty.

• 패션비즈니스
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• 제18권3호
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• pp.45-58
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• 2014

The purpose of this study is to identify how to improve the quality of department store's sales associates for customer loyalty. This study examines the importance of sales associates' education, skills, and customer service towards customer loyalty. The questionnaire survey was conducted to collect data from 220 clothing sales associates working in department stores. This survey was paper-based. The participants were asked about the questionnaires; sales associates' education, sales associates' ability, customer service, and customer loyalty. General demographic characteristic of participants in the study are as follows; females (72.27%) participated the survey more than males (27.73%). With the age ranging from early 20s to over 40s, most people who took the survey ranged from early 30's to mid 30's with 33.64%. The result indicated that sales associates' education, and customer service skills were significantly corelated to each other. Sales associates' education had no co relation to customer loyalty. In applying the research findings, department stores can design their training contents to offer better training quality. Education of sales associates can be focused by providing various training contents, exercise, effective options, along with the opportunity to improve the qualities of training.

• 품질경영학회지
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• 제33권4호
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• pp.12-20
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• 2005

Supply chain management is a total systems approach to delivering manufactured products to the end customer. Using information technology to coordinate all elements of the supply chain from parts suppliers to retailers achieves a level of integration that is a competitive advantage not available in traditional logistics systems. On the other hand, service chain management is an analogous systems approach that is especially suitable for delivering mobile services such as parcel delivery, cable installation, and home health care. The key elements that distinguish service supply chain management from supply chain management are bidirectional optimization, management of productive capacity, and management of perishability. The purpose of this study is to maintain the construction of service chain management by proving that service quality in after-sales service can be improved through service chain management. First of all, supply chain management, service quality, and service chain management were introduced in theoretical research. In empirical research, it was selected the domestic enterprise that produce electronic appliances with after-sales service, and some customers using the enterprise's after-sales service in the metropolitan area were selected as a sample by convenience sampling method and examined.

• 한국콘텐츠학회논문지
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• 제20권4호
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• pp.487-497
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• 2020

본 연구는 고객에게 인식된 e-CRM활동에 관한 연구로서, e-CRM활동(e-Sales활동, e-Service활동, e-System활동)이 신뢰도와 충성도에 미치는 영향관계 그리고 e-CRM활동(e-Sales활동, e-Service활동, e-System활동)과 충성도 간에 신뢰도의 매개효과를 검증하였다. 본 연구에서는 대학생들은 대상으로 하여, e-CRM활동에 대한 인식 정도, 신뢰도와 충성도에 관한 설문에 성실히 답한 336부를 최종분석에 사용하였으며, 연구결과 도출을 위해서 빈도분석, 확인적 요인분석 및 구조모형분석을 실시하였다. 분석결과는 다음과 같다. 첫째, e-CRM활동(e-Sales활동, e-Service활동, e-System활동)은 신뢰도에 긍정적인 영향을 미치는 것으로 나타났으며, 충성도에는 직접적으로 영향을 미치지 않는 것으로 나타났다. 둘째, 대학생들이 인식하는 신뢰도는 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로, e-Sales활동, e-Service활동, e-System활동과 충성도 간에 신뢰도는 매개효과가 통계적으로 있는 것으로 나타났다. 본 연구 결과는 향후 온라인 전자상거래가 더욱 활발해지는 스마트시대에 인터넷에 능숙한 젊은 고객층들이 e-CRM활동을 더욱 잘 인식하고 잘 활용할 수 있도록 시사점을 학계와 업계에 제공함에 그 의의가 있다고 할 것이다.