• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.1-26
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• 2006

The life of modern society is going to be more scientific and rationalized. According to these trends, our dietary life was also dramatically changed. Family restaurants grew up by 30% every year was became the place of meeting and relaxation from the place of selling and eating. These demands request to improve an atmosphere, a facility and a service in family restaurants. The objective of the present study is to investigate the effect of the gap of service in family restaurant on customer loyalty based on Oliver's gap theory. These results could be contributed to make the strategy of marketing in family restaurants. The purpose of this study in detail is as below. First, it is determined the difference of its expectation and its outcome regarding on the family restaurant service. Second, it is investigated the relationship of the gap of family restaurant with customer satisfaction. The suggestions of the present study are as below. First, it is necessary to get a novel CI strategy to clean the environment of restaurant and to induce the customer desires for young females as a dominant customers. Second, it is need to improve the interior of restaurant and to develop foods for optimal dietary environments. Third, based on the customer loyalty of the present study, customer satisfaction belongs to optimal dietary environment and utilization, whereas the negative gap of service is commercial dietary goods and employee's service. Therefore, the continuous loyalty along with personal satisfaction intends to improve the maximized atmosphere and utilization on use. The main strategy of marketing could be focused on the improvement of commercial dietary goods and utilization for the satisfaction and demands of customers.

• Journal of Information Technology Services
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• v.10 no.4
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• pp.149-169
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• 2011

As the number of smart phone users increases, many organizations begin to adopt social media rapidly to diversify communication channels with customers. Specifically, twitter, which supports instant and two-way communications between users and between organizations and users, has been adopted by many organizations as an efficient way not only to identify new customers but also to retain existing customers. However, little attention has been given to the issue on how organizations can effectively use twitter to improve customer satisfaction. To explore the issue, this study proposes two major dimensions, customer participation and organization resource utilization, which should be considered in building a utilization strategy for twitter in organizations. We then develop four different combinations along with these dimensions-follow, mention, retweet, and review types. Based on case studies of 27 organizations that use twitter, we evaluate the degrees of customer participation, resource utilization, and customer satisfaction, and examine matching or mismatching of the adoption purpose of twitter and its actual utilization. The study results reveal that organizations in the matching group show higher customer satisfaction that those in the mismatching group. This study sheds new light on twitter research by developing a new conceptual framework and using a case study approach to explore the relationship between the utilization strategy of twitter and customer satisfaction.

• International Commerce and Information Review
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• v.12 no.2
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• pp.291-322
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• 2010

Many companies make active use of loyalty programs to improve their customers' loyalty to the company. Loyalty programs are widely used in various industries and sectors, including oil, telecommunications, credit card, department stores, and internet shopping malls; their performance seems to be successful in building a positive relationship with customers. This study emphasizes the role of affiliate programs in creating loyalty, thereby helping companies to maintain their competitive advantage. To objectives of this study are to investigate which antecedent variables(affiliate program benefit, service company characteristic , consumer characteristic) have significant effects on consumer perceived affiliate program satisfaction and to examine whether these factors have differences between Korean and Japanese consumers. The useful results will provide marketing strategy for marketers of service companies. The results also show that affiliate program is very important in order to maintain relationship with customers in service companies.

• Management Science and Financial Engineering
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• v.1 no.1
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• pp.1-19
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• 1995

In this paper, we analyze an M / M / 1 queueing system where there are incentive conflicts among customers. Self-interested customers' decisions whether to join the system or not may not necessarily induce a socially optimal congestion level. As a way to alleviate the over-congestion, toll imposition was used in Naor's paper [3]. Instead of using a toll mechanism, we study the usefulness of imperfect information on system state (queue size, for example) as a way to reduce the over-congestion by self-interested customers. The main conclusion of this paper is that by purposefully giving fuzzy or imperfect information on the current queue size we can improve the congestion in the system. This result might look contradictory to rough intuition since perfect information should give better performance than imperfect information. We show how this idea is verified. In deriving this result, we use the concept of Nash equilibrium (pure and mixed strategy) as introduced in game theory. In some real situations, using imperfect information is easier to apply than imposing a toll, and thus the result of this paper has practical implications.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.2
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• pp.205-212
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• 2020

The article aims to identify the main factors affecting customers' decision to use mobile banking service in Vietnam, a case study in Thanh Hoa province. Based on theoretical frameworks of the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT), the study has been conducted with 370 questionnaires to consumers who have not yet used and are currently using mobile banking in Thanh Hoa province. The research results indicates that several factors have been evaluated to be more important than others, of which, the social influence is the strongest, the second is the compatibility and some others factors such as perceived ease of use, perceived trust, etc., all affecting the intention to use mobile banking in Thanh Hoa. Based on these important results, the article propose a number of recommendations: (i) Exploiting the advantages of social influence on the increase of intention to use; (ii) Increasing compatibility and minimizing costs for customers when they use Mobile Banking; (iii) Developing a strategy to increase the users' perceived ease of using banking services; (iv) Issuing a policy on increasing the security of Mobile Banking system to meet customers' needs; and (v) Developing an individual customer management system to improve service quality.

• The Journal of Information Systems
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• v.26 no.2
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• pp.63-83
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• 2017

Purpose: In Korea, market size of social commerce has been increased steadily and highly, but profits of social commerce companies have been decreased because of excessive marketing cost. To overcome this stagnant market environment, new marketing strategy that could attract customers and make customers continue to use social commerce is required instead of cost consuming marketing strategy. The purpose of this study is to investigate the relationship among characteristics of social commerce - that is, economic value and information quality - usefulness, enjoyment, satisfaction and repurchase intention by applying motivation theory to the area of social commerce. Design/Methodology/Approach: Previous researches have been studied by applying Expectation-Confirmation Model (ECM), Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM) and Stimulus-Organism-Response (S-O-R) Model, although there are many studies related with customer acceptance model in the field of e-commerce. However, there is not so many studies in applying motivation theory. So this study adopts new approach to examine why customers use social commerce based on motivation theory. Thus, this study adopts economic value and information quality as antecedents, and then customers will perceive extrinsic and intrinsic motivation; usefulness is extrinsic and enjoyment is intrinsic, and adopts satisfaction and repurchase intention as a dependent variable. The data of questionnaire were collected from customers who have experience to buy something in social commerce. 228 questionnaires as data unit of individual level were collected using random sampling. Findings: This study proved empirically that the relationship between antecedents and motivation factors has a positive influence, and motivation factors also have a positive influence on repurchase intention through satisfaction. This study provides the managers an insight that social commerce companies should pay more attention to improve customer satisfaction in order to increase higher performance in repurchase intention of social commerce.

• Journal of the Korea Safety Management & Science
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• v.2 no.4
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• pp.113-124
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• 2000

First, in order to improve selecting method of quality characteristic level desired by customers, S/N(Signal-to-Noise) ratio of Taguchi in larger-the-better characteristics was applied. Second, the Matrix classification standard of ACE(Attribute Categorization Evaluation) is presented using KANO model on difference analysis of importance and satisfaction through questionnaire from customers. This is for reflecting the diverse EC which customers want in EC quality sufficiently. Also, establishing sales point will be helpful in business strategy through presenting types that are able to decide planning quality. Third, the important measure of EC about correlation among quality characteristics and a new weight of EC are calculated depending on importance of EC and the weight of customer attribute and materials of relationship matrix through correlation matrix analysis.

• Proceedings of the Safety Management and Science Conference
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• 2000.05a
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• pp.481-490
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• 2000

First, in order to improve selecting method of quality characteristic level desired by customers, S/H(Signal-to-Noise) ratio of Taguchi in larger-the-better characteristics was applied. Second, the Matrix classification standard of ACE(Attribute Categorization Evaluation) is presented using KANO model on difference analysis of importance and satisfaction through questionnaire from customers. This is for reflecting the diverse EC which customers want in EC quality sufficiently. Also, establishing sales point will be helpful in business strategy through presenting types that are able to decide planning quality. Third, the important measure of EC about correlation among quality characteristics and a new weight o( EC are calculated depending on importance of EC and the weight of customer attribute and materials of relationship matrix through correlation matrix analysis.

• The Korean Journal of Health Service Management
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• v.6 no.4
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• pp.153-163
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• 2012

The purpose of this study is to measure IPA(Importance Performance Analysis) of the hospital choice factors between internal and external customers at rural general hospital. This study was used 5 types of choice factor such as physical, human, accessibility, connection, and external image. Also, this study was used IPA which can be applied to identify the strengths and weaknesses quality attributes from customers' viewpoint by simultaneously evaluating importance and performance. IPA was assessed using a sample of 98 patients and 96 internal employees who work at C general hospital in Chunkcheongbuk-do. Data were collected with self-administered questionnaires from February 13 to March 30 in 2012 and analyzed SPSS 18 by using frequency, paired t-test and scatter plot graph. The results of IPA show that "Keep up the good work" quadrant was human factor and "Low Priority" quadrant was physical and connection factors between internal and external customers. The finding of this study will be applied to improve human service quality in administrative department of hospital. Also, this study presents primary data for correct decision making to authorities of local hospitals that have concern about hospital strategy. The implications of this study are discussed and areas for future research are presented.

• East Asian Journal of Business Economics (EAJBE)
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• v.10 no.3
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• pp.105-114
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• 2022

Purpose - The sports business industry and contemporary sports marketing is an exemplary wide field that primarily comprises specific activities, numerous individuals, organizations, and business ventures. This research aims to provide a marketing strategy to lead Leisure sporting goods consumption to improve the leisure life of sports participants. Research design, Data, and methodology - The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) was conducted to obtain the appropriate literature resources and total 15 previous resources selected by the present author after excluding papers based on screening process. Result - The literature analysis revealed that marketing practitioners in the sports and leisure industry should remember three significant solutions which are suggested. These solutions the following: (1) Brand Visibility, (2) Suitable Business Designs, and (3) Customers Support. They will enhance the perspective of consumption goods that foster leisure life to sporting participants following a well-advanced market strategy Conclusion - The sporting activities are generally inspiring, emotion provoking, immersive, rapidly growing profits and revenues, and engaging; hence, it is a great adventure of advancing customer orientation and a platform for growing the market. Therefore professionals have the responsibility to design sporting events in synergy with different stakeholders in ensuring improved and enjoyable experiences based on the marketing solutions of the current research.