• Title/Summary/Keyword: store commitment

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The Effects of Healthcare Accreditation System on Job Satisfaction, Service Value, and Organizational Commitment (의료기관인증제도가 서비스가치, 직무만족, 조직몰입에 미치는 영향)

  • Choi, Dong-choon
    • Journal of Venture Innovation
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    • v.4 no.2
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    • pp.17-28
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    • 2021
  • This study empirically investigates the causal relationship between healthcare accreditation system and Job Satisfaction, Service value, and organizational commitment. The results of this study can be summarized as followings. First, healthcare accreditation system had not a positive significant on the job satisfaction. Second, healthcare accreditation system had a positive significant on service value. Third, job satisfaction had a positive significant on the organizational commitment. Forth, service value had a positive significant on the organizational commitment.

The Effects of Service Quality on Long-Term Orientation with Customers in Fashion Retail Stores

  • Ju, Seong-Rae;Chung, Myung-Sun
    • The International Journal of Costume Culture
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    • v.9 no.1
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    • pp.15-26
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    • 2006
  • The purposes of this study were 1) to identify the dimension of perceived service quality of fashion retail stores in the basis of expanded marketing mix, 2) to investigate the effect of each dimension on long-term orientation/customer satisfaction, trust, commitment and WOM/repurchase intention) on perceived service quality. The questionnaires were administered to 333 women shopped in a fashion retail store in Gwang-ju city. Data were analyzed by using exploratory and confirmatory factor analysis, Cronbach' ${\alpha}$, and multi-regression analysis. The results were as follows: 1) The dimension of perceived service quality based on expanded marketing mix were classified as follow: product, price, place, promotion, people, physical evidence, process services. Long-term orientation was categorized into four factors: customer satisfaction, trust, commitment, WOM/repurchase intention. 2) For the effect of the perceived service quality by dimension, product, people, physical evidence, process services have significant effect on long-term orientation, while price, place, promotion services have not significant.

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인터넷 쇼핑몰의 e-Loyalty 향상을 위한 이미지, 신뢰, 몰입에 관한 연구

  • Lee, Jong-Man;O, Jae-Sin
    • Proceedings of the Korea Association of Information Systems Conference
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    • 2005.12a
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    • pp.235-248
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    • 2005
  • This paper examines internet shopping mall e-loyalty behaviors. Conceptually, the paper relied on the relatively established literature on ' traditional ' store image and technology acceptance research. And proposes an integrated model including factors on customer e-loyalty in shopping environment. For this purpose, internet shopping mall user's image is proposed to affect trust, and commitment, and consequently to influence customer loyalty behaviors. The empirical results indicated that shopping mal image take significant effect on trust and customer loyalty behaviors. And commitment variable are effective mediators linking internet shopping mall user's trust and their loyalty behaviors. The proposed model and empirical results would contribute to setting up strategy shopping mall industry, and also to future research in information systems and internet marketing.

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The effect of job stress on job satisfaction and organizational commitment in the beauty service industry (미용서비스업 종사원의 직무스트레스가 직무만족 및 조직몰입에 미치는 영향)

  • Park, Sun-Ju;Jung, Hea-Rim;Ahn, Mi-Jeung
    • Journal of the Korea Fashion and Costume Design Association
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    • v.22 no.4
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    • pp.105-113
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    • 2020
  • This study examines the effects of job stress on employees in the beauty service industry and the consequences on job satisfaction and organizational commitment. Based on the analysis of the job stress of beauty employees, the purpose of the study is to identify the beauty service industry's problems and present marketing implications. First, it was found that employees' job stress in the beauty service industry harmed job satisfaction. Beauty workers with a high job satisfaction increase the quality of service for customers, which can increase the customer's store loyalty, helping the beauty service industry's work performance, thereby further increasing job satisfaction by reducing job stress. Second, it was found that employees' job stress in the beauty service industry harmed organizational commitment. The higher the organizational commitment is, the more sense of belonging is created, which in turn can improve the work performance of the beauty industry workers and reduce the turnover rate. Therefore, it is necessary to find a way to increase organizational commitment by reducing beauty workers' job stress. Third, it was found that employees' job satisfaction in the beauty service industry had a positive effect on organizational commitment. These results show that the higher the job satisfaction related to the beauty worker's current job satisfaction, current salary satisfaction, satisfaction with the boss, satisfaction with the work environment, and passion for the job, the higher the organizational commitment.

The Influence of IT based service environment and Emotional Commitment (IT 기반 서비스환경이 고객의 정서적 몰입에 미치는 영향)

  • Ryu, Jung-min;Seo, Yong-mo
    • Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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    • 2015.10a
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    • pp.743-745
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    • 2015
  • The purpose of this study is to investigate the relationship between IT environment and commitment in online.The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together.

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A Study on Service Quality, Commitment Dimensions and Relationship Effect: Focusing on Korean and Chinese Consumers (유통업체 서비스품질이 몰입, 구전의도와 관계성과에 미치는 영향에 관한 연구: 한국과 중국 소비자를 중심으로)

  • Yang, Jin-Ho;Cheon, Gi-Hwa
    • International Area Studies Review
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    • v.15 no.2
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    • pp.199-223
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    • 2011
  • This research would research about discount store's service quality of Korean and Chinese consumers' recognition and importance of commitment dimensions. Also, research about differences between word of mouth intention and relationship retention intention. Results of hypothesis are as follow. First, for service quality dimension that has effect on normative commitment, service quality dimension has positive effect over normative commitment especially in tangibility, reliability and responsiveness. Second, for service quality dimension that has effect on affective commitment, among dimensions, except tangibility, reliability, responsiveness, assurance and empathy have positive effect over affective commitment. Third, for service quality dimension that has effect on continuous commitment, among dimensions, tangibility and reliability have positive effect over continuous commitment. Fourth, for relationship between dimensions of commitment, affective commitment has positive effect over normative commitment while continuous commitment has positive effect over affective commitment. Fifth, dimensions of commitment has effect over relationship performance variables that are relationship retention intention and word of mouth intention.

A Study on CRM in Discount Store of Fashion Product (2) - Focus on Customer's Age - (대형할인점(大形割引店)에서의 패션 제품(製品) CRM에 관(關)한 연구(硏究)(제2보)(第2報) - 연령대(年齡代)의 차이(差異)를 중심(中心)으로 -)

  • Lee, Seung-Hee;Huh, Song-Hee
    • Journal of Fashion Business
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    • v.11 no.1
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    • pp.97-107
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    • 2007
  • The purpose of this study was to examine the relationship structure in discount store focusing on age. Subjects for this study were 360 customers who had purchased fashion products in discount stores. For date analysis, $x^2$-test and regression analysis were used. As the result, when comparing groups by the age, women in their 20s, 30s and 40s had 'relationship maintenance intention' through satisfaction, trust and commitment. In the case of women in their 20s group, the information, reputation, product salesperson and price variables had the effects on satisfaction. The information, location, salesperson variable had direct effect on relationship maintenance. In the case of women in their 30s group, the benefits, information, reputation and price variables had the effects on satisfaction. And the information, salesperson variable had direct effect on relationship maintenance. In the case of women in their 40s group, the information, location and price variables had the effects on satisfaction. The reputation variable had direct effect on relationship maintenance. Based on these results, fashion marketing strategies of discount store would be suggested.

Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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Effects of Core Competence and Resource Sharing on the Relational Bond among Franchisees and on Re-contract Intention in the Franchising Parent Companies (프랜차이즈 모기업 핵심역량 자원이 가맹점 관계결속과 재계약의도에 미치는 영향)

  • Huh, Yeong-Uk;Ju, Mal-Chan
    • Journal of Distribution Science
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    • v.12 no.4
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    • pp.11-22
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    • 2014
  • Purpose - The domestic franchise industry has made significant contributions to industry such as investment, employment, and community economy development, facilitating growth potential. The franchise industry provides management knowhow transfer between parent companies and franchisees as per contracts addressing use of business signs, franchisees' independent position, franchisor support, and royalties to be paid to the franchisors. However, many franchisors lack management knowhow and provide insufficient support because of poor control of franchisees and not having a systematic approach to support. This results in dissatisfied franchisees and failure to establish long-term relationships. Few studies have examined relational commitment and/or re-contract intention by support resources between franchisors and franchisees, despite a considerable output of theories and studies of the growth of the franchise industry. The purpose of this study, therefore, was to examine the effects of the ability to provide resources on relational commitments and re-contract intention, and to suggest causal relationships and implications. Research design, data, and methodology - The subject was domestic franchisors registered with the Association of Franchise with more than 50 franchisees. Franchisees under contract for 2 years and considering re-contract of their franchise 2 years later were used. The subjects totaled 300 franchisees in Seoul. A questionnaire survey was used to investigate the subject of franchisees' concessions during the 10 days from November 21, 2013 to November 30, 2013. After excluding 16 surveys with poor answers, 284 responses were finally used. Four areas and 44 questions were used. A nominal scale was used for four common characteristics questions including gender, ages, educational background, and franchise managing time. Questions regarding ability, relational commitment, and re-contract intention made use of a Likert 5-point scale. Data coding and data cleaning were used. SPSS 18.0 was used as follows. First, frequency analysis was done to investigate demographic characteristics. Second, exploratory factor analysis was done to verify validity of testing tools, and Cronbach's α coefficient was used to verify reliability. Third, correlation analysis and multiple regression analysis were done. An exploratory factor analysis was done to verify validity of concepts. A correlation analysis was done to test relationships between the variables, and multiple regression analysis was done to verify franchisor's ability, franchisees' relational commitment, and re-contract intention. Results - The following were the outcomes. First, store operation management, finance operation management, and human resource management affected the calculated bond. Second, store operation management and finance operation management affected the emotional bond. Third, store operation management, finance operation management, human resource management, and marketing management affected the prescriptive bond. Fourth, calculated bond and prescriptive bond had an effect on re-contract intention. Conclusions - As stated above, in franchise management, parent companies' offer and instruction of core competence to their franchisees as an information resource could improve the relational bond by helping them grow together through the resource sharing. Consequently, core competence factors were promoting factors that could improve franchisees' re-contract intention for a long time.

A Study on Salesperson Brand Relationships, Customer Orientation, and Customer Store Loyalty (판매원 브랜드 관계, 고객 지향성 및 고객 점포 충성도에 관한 연구)

  • Choi, Soonhwa
    • Journal of Distribution Science
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    • v.16 no.11
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    • pp.57-64
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    • 2018
  • Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.