Restaurant managers seeking to maximize revenue should look carefully at how long their tables are occupied and how much the average diner spends. This study examined the effect of the customer's party size on restaurant revenue. The dining periods were divided into 2 types (lunch vs. dinner/weekdays vs. weekends), which were combined to show the average spending per minute (SPM), to determine if the dining periods have measurable effects on the dining duration and average bill. The results show that the dining duration for dinner was much longer than that for lunch and there was no significant difference in dining duration between weekdays and weekends. On the other hand, customers in larger parties at lunch time had a higher SPM than those in smaller parties. A larger customer party size was associated with a longer dining duration for dinner and on weekdays. During all operating periods (lunch, dinner, weekdays, weekends), the party size had a significantly positive effect on the mean spending per minute. For restaurant managers, these findings suggest opportunities to increase revenue and adopt revenue management strategies.

This study investigated the hotel buffet restaurant`s service quality, emotional reaction of customer, recommendation intention, and defection intention. The survey was conducted from January 3 to February 7 in 2011, and 400 respondents were used in the data analysis. As a results of this study, the hotel buffet restaurant`s service quality was classified by the interaction, outcome, and physical environment quality. The emotional reaction of hotel buffet restaurant`s customer was classified by the positive and negative emotion. The all factors of hotel buffet restaurant`s service quality had a positive impact on positive emotion, while it had a negative impact on negative emotion. The positive emotion reaction of hotel buffet restaurant`s customer had a positive impact on the recommendation intention, while the negative emotion had a negative impact on the recommendation intention. And the negative emotion had a positive impact on the defection intention in hotel buffet restaurants. In addition, there were partially differences in the service quality and emotional reaction by general characteristics. There were significant differences in the recommendation intention by marriage status and monthly income. Therefore, the hotel buffet restaurants have to design a strategy of service for increasing customer`s positive emotion and recommendation intention.

The two purposes of this study were to understand service encounters in Korean restaurants by foreigners living in Korea and to examine the effect of service encounters on the customer's emotion feelings, customer satisfaction, and behavioral intention. Based on the reactions of a total of 614 foreigners obtained by empirical research, this study reviews the reliability and fitness of the research model, and verifies a total of 4 hypotheses using the Amos program. The hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data: χ2 683.466 (df=216), CMIN/df 3.164, RMR 0.095, GFI 0.911, AGFI 0.886, NFI 0.933, CFI 0.953, and RMSEA 0.059. As a result of empirical analysis, the physical environment, interactions with employees, and interactions with other customers were quantified as service encounter factors in Korean restaurants. These factors were indicated to have an influence on customer's emotion feelings. Also, customer's emotion feelings had a positive influence on customer satisfaction and behavioral intent. Limitations and future research are also discussed.

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

Courier and logistics services such as customer contact employees (customer-contact employee) of the attitudes and behavior of the customer satisfaction level of service quality evaluation and a very big impact. In this study, using a typical customer contact employees, and to target the delivery service industry employees the organization's service orientation and customer orientation by examining the impact on the quality of companies within the organization for growth and development needs and the importance of service orientation will be trying out for. The results of this study can be summarized as follows. First, the chief executive of the organization to configure a service orientation and a detailed understanding of the factors that determine this by managing the organization to effectively come up with a way to make and ultimately the organization's service orientation, organizational culture can be positioned as effort should be taken. Second, service companies through regular training and education to maintain a certain level of service quality should be. Third, the service organization's service orientation is not a fad or a means of sustain and develop the company's survival strategy is to get out. To do this, good communication between the field and management can be achieved by a variety of channels to be established, and management's willingness to provoke sympathy for the employees should be provided.

This study carried out surveys for 197 nail shop practitioners and 195 customers 1) to study the real condition of their hygiene awareness and safety consciousness and 2) to grasp their awareness of the necessity of legislating a related bill so as to build an independent domain of business and to propose data on the national qualification system of nail care. As a result, it was found that the level of the nail care practitioners’ experiences of safety education was very low, and that the customers attached importance to the necessity of nail salon practitioners’ certificate and license and the nail treatment-related bill more than the nail care practitioners themselves. In conclusion, the preparation of a nail art-related bill is required at the state level for the management of the safety and hygiene of national health, and systematic and regular education related to hygiene should be carried out.

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

산업은 컨버전스라는 새로운 형태의 비즈니스 모델로 발전하고 있으며, 산업간 융합환경에서 클라우드 컴퓨팅은 전통산업의 새로운 경쟁력을 제공하는 원천으로 활용되고 동시에 산업 간의 융합 환경을 지원하기 위한 유용한 솔루션을 제공할 것으로 기대하고 있다. 이와 같이 클라우드 컴퓨팅이 일반화되고 그 서비스가 재편됨으로써 기존의 다른 응용 기술과의 융․복합된 서비스 구조 및 형태를 예측하고 개발하는 것은 매우 중요하며 필수적인 일이다. 이에 본 논문에서는 다양한 분야의 융합형 클라우드서비스 지원을 위해 효율적인 서비스 모델링을 위하여 활용되었던 방법론을 분석하고 이를 통해 고객 서비스 시나리오 기반의 클라우드 서비스 비즈니스 모델 사례 연구를 수행하고자 한다. 이를 통하여 이를 통하여 궁극적으로 특정 산업영역내에서 혹은 서로 다른 산업 영역간의 서비스 융합을 통하여 새로운 부가 가치를 창출할 수 있는 다양한 융합형 클라우드 서비스 비즈니스 모델 개발을 위한 사례연구로써 활용되길 기대한다.

본 논문은 고객만족도 조사가 지니고 있는 현실적인 문제점의 개선 방법에 관한 탐색적 연구다. 고객만족도 수준이 높아질수록 만족고객의 비율이 높아지는 것은 당연한 현상이라 할 수 있는데, 실제 조사 측면에서는 만족응답으로의 쏠림현상이 두드러져, 데이터 분석의 구조적 한계와 함께 고객만족 개선안 도출의 유용성이 낮아지고 있다. 이러한 문제점을 해결하기 위해서는 만족고객을 재분류하여 보다 전략적인 의미를 도출하고 만족 고객의 불만족 요인을 찾아내기 위한 연구가 필요하다. 본 연구에서는 만족고객을 재분류를 위하여 3가지 방법을 제안하였는데, 구체적으로는 세부속성의 복합점수를 이용하는 방법, 만족/불만족 2차원 모형을 적용하는 방법, 만족 고객을 세분화하는 방법이다. 사례연구에서는 3가지 방법을 적용한 만족고객 재분류 결과와 각 방법들을 서로 비교분석하였다. 사례연구결과, 제안한 연구방법은 향후 고객만족도 조사가 다양하고 입체적으로 분석되어 고객만족조사의 활성화는 물론, 고객만족경영 향상을 위한 유용한 자료로 활용되리라 기대한다.

The purpose of this study was to compare the effects of service failure magnitude on perceived justice, positive emotion, and revisit intention at restaurants between a collectivist culture(Korea) and an individualistic culture(United States). The results showed that the higher a customer`s perception of service failure magnitude, the lower the perceived recovery justices in both cultures. The distributive, procedural, and interactional justices had a favorable effect on positive emotions in both cultures. Other findings revealed that interactional justice was the best predictor of revisit intention in Korea, while distributive justice was the best determinant of revisit intention in the United States. This research suggests that global restaurant managers need to understand how cultural orientation influences consumer perceptions of service failures in order to develop a highly targeted and effective service recovery.

The objective of this study was to classify dining-out customers' behaviors at ski resorts based on their restaurant selection factors. Data were collected one-on-one via interview questionnaires of 178 customers at the ski resorts. The mean scores of important attributes (4.12) and satisfactory attributes (3.08) for the sport&leisure purpose group were analyzed. For the date&family trip purpose group, the important attributes (4.13) and satisfactory attributes (3.06) were evaluated, resulting in a significant difference between the two visiting-purpose groups by independent t-test (p<0.05). The recognized important attributes for the sport&leisure purpose group were food taste (4.54), hygiene (4.53), menu variety (4.22), menu price (4.15), and convenience (4.12), and the most recognizable satisfactory attributes were related to convenience (3.52), waiting time (3.95), and employee service (3.90). For the date&family trip purpose group, recognized important attributes were hygiene (4.83), food taste (4.67), menu price (4.40), convenient (4.33), menu variety (4.25), waiting time (4.21), and employee service (4.10), and marked satisfactory attributes were convenience (3.65), hygiene (3.31), atmosphere (3.25), employee service (3.23), waiting time (3.17), and food taste (3.00). These results suggest that restaurant selection attributes would be useful tools to restaurant managers in controlling the quality of foodservice and satisfying service requirements for dinning-out customers at ski resorts.

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

In this paper, the author devised new decision recommendation ordering method of items attributed by age to improve accuracy of recommender system. In conventional recommendation system, recommendation order is decided by high order of preference prediction. However, in this paper, recommendation accuracy is improved by decision recommendation order method that reflect age attribute of target customer and neighborhood in preference prediction. By applying decision recommendation order method to recommender system, recommendation accuracy is improved more than conventional ordering method of recommendation.

세계는 무선통신 기술의 발달로 휴대용 모바일 폰의 형태도 단순 무선통신을 하는 휴대폰에서 휴대폰과 개인휴대단말기(personal digital assistant; PDA)의 장점을 결합한 것으로 일정관리, 팩스 송수신 및 인터넷 접속 등의 데이터 통신기능을 통합시킨 스마트폰이 출시되었다. 이 스마트폰은 완제품으로 출시되어 주어진 기능만 사용하던 기존의 휴대폰과는 달리 수백여 종의 다양한 애플리케어션(응용프로그램)을 사용자가 원하는 대로 설치하고 추가 또는 삭제할 수 있는 특징을 가지고 있다. 이에 모바일 폰의 사장도 노키아와 삼성 중심의 휴대폰 시대에서 애플의 독주와 삼성전자 등이 뒤를 쫒고 있는 스마트폰 시대로 전환하였다. 스마트폰의 편리성, 기능성 등을 이유로 많은 고객들이 고가임에도 불구하고 스마트폰을 구입하고 사용하기 시작하였다. 하지만 몇몇 사용 중 기능고장 등으로 인한 애프터서비스의 부실로 고객의 불만이 상승하고 있다. 이에 본 연구에서는 기존 핸드폰과 스마트폰의 애프터서비스 품질 구성요인을 분석하고, 고객감동 요인, 고객만족 요인, 고객불만해소 요인의 존재 및 차이 여부를 평가하고, 나아가 이 품질 구성요인이 고객만족과 기업성과에 미치는 영향도를 분석하고 평가함으로써 기존 핸드폰 시장에서 애프터서비스 전략과 스마트폰 시장에서 애프터서비스 전략이 어떻게 차별화 되여야 하는지에 대한 방향을 제시하고자 한다.