• Information Systems Review
• /
• v.24 no.3
• /
• pp.43-68
• /
• 2022

With the growing demand for online food delivery (OFD) services via Online to Offline (O2O) platforms, it is required for academic researchers to identify the success factors of OFD businesses. In line with this, this research examines the impact of the core service attributes of a restaurant (hygiene, interactivity, trust,and popularity) on business success in the OFD platform context from the perspective of information asymmetry. Furthermore, the moderating effects of hygiene factor between the core service attributes and the success of restaurants are evaluated. We utilize 1,146 restaurants registered on the largest OFD platform in Korea. The results of this study demonstrate that hygiene (certification), trust (franchise), popularity (favorite) factors have positive impacts on the success of OFD businesses. Moreover, we find that franchise restaurants with high response rates to customer reviews and inquiries achieve higher sales when they have hygiene certifications than those without the certification do. The key findings bear significant contributions to prior literature by empirically substantiating the pivotal role of service quality signals in fostering restaurant success on the OFD platforms. In addition, this study provides business implications for restaurants in O2O platform.

• Journal of Digital Convergence
• /
• v.12 no.2
• /
• pp.577-586
• /
• 2014

As SNS has increased its influence on the society as a whole, companies also have started to consider how to take advantage of the new service paying specific attention to its characteristics of immediacy, sharability and interactivity. This study aims to circumstantiate the relationship between a task support tool of SNS and task-media fit, user characteristics and performance by focusing on its usage in work field. To address this issue, a Task-Technology Fit model is used to propose a research model considering the characteristics of SNS as a social element, information technology as well as its user characteristics. The outcome shows that job characteristics, virtual competence and media characteristics have a significant influence on task-media fit, whereas virtual competence and SNS characteristics variables have a significant influence on SNS usage. Besides, task-media fit has a significant influence on SNS usage and work performance while SNS usage has a significant influence on work performance. The study suggests that strategic use of SNS helps improve work performance and these individual characteristics should be considered in planning of SNS utilizing strategy.

• Journal of Service Research and Studies
• /
• v.10 no.4
• /
• pp.1-19
• /
• 2020

It is very important to explore new management theories that are better in line with the modern service economy era in order to cement the foundation of the service industry in this rapidly changing business environment. This study examined the relationship between service essentials and job performance by service industry, and verified and discussed in depth whether there is difference between service essentials and job performance by demographic characteristics. The results of this study are as follows: First, an analysis of the effect of service essentials on job performance found the interaction, horizontality and harmony of service essentials had positive effects on performance, but the relationship didn't. Next, an analysis of the effect of service essentials on job performance by representative service industry showed that in the transportation industry, interaction and harmony had positive effects on performance, but relationship and horizontality didn't affect performance. In the financial and insurance industries, horizontality and interaction had positive effects on performance, but harmony and relationship didn't affect performance. Accommodation and food industries, interaction, horizontality and harmony had positive effects on performance, but relationship didn't affect performance. In the medical and health industries, interaction and horizontality had positive effects on performance, but relationship and harmony didn't affect performance. In terms of demographic characteristics, in the financial and insurance industries, interaction and harmony showed a significant difference by age, but only horizontality showed a difference by the number of years of service. In the accommodation and food industries, only horizontality showed a difference depending on the number of years of service. In the medical and health industries, relationship, horizontality and harmony showed a difference depending on the number of years of service, but only horizontality showed a significant difference by marital status. In the future, comparative national studies are needed for all industrial groups.

• Journal of Service Research and Studies
• /
• v.9 no.4
• /
• pp.41-62
• /
• 2019

In this intangible good-oriented, modern service economy era, we have to first understand the characteristics of the healthcare service in order to enhance the competitiveness of the healthcare industry and achieve continuous growth. In addition, service nature and characteristics should be reinforced so that connections can be made to the organizational job performance. To achieve the aforementioned results, this study analyzes the direct effects service nature and characteristics have on job performance in the healthcare industry and investigates the indirect effects with individual personality as the moderating effect. While conducting this study, a total of 340 healthcare workers were surveyed. Survey data from a total of 315 workers were used for analysis during empirical investigation of the research hypothesis. According to the analysis, it was proven that interactivity and horizontality among service nature and characteristics have a positive (+) effect on job effectiveness. This means that customer needs can be identified at customer touchpoints to quickly and accurately provide customers with the products and services they want, while horizontality among service nature and characteristics have a positive (+) effect on job effectiveness. This means that customer needs can be identified at customer touchpoints to quickly and accurately provide customers with the products and services they want, while horizontal communication enhance from department to department and from colleague to colleague within the organization can be linked to job performance. Also, with regards to the relationship shared between the customer or the patient, the job performance of healthcare workers may also improve if they provide customers with their desired service as an expert at the same level. In a rapidly changing healthcare environment, if the healthcare service nature and characteristics are put into practical use, it will be possible to propel the growth of hospitals and sustain it while investigating the moderating effects of individual personality, a partial moderating effect was observed for self-esteem and growth desire. As the study on service nature and characteristics came about only just recently, there is a needs for futher research. The study focuses on the healthcare service industry and hopefully, it will serve as a base study that can be applied to different service industries as well.