본 연구는 레스토랑의 실내 색채와 배경 음악 및 레스토랑 분위기의 일치성이 고객의 감정적 반응 및 행동의도에 미치는 영향을 알아보고자 하였다. 서울 및 경인 지역 20~30대 400명을 대상으로 웹 서베이를 실시하였다. 색채와 음악의 앙상블 효과를 확인하기 위해 3D studio MAX를 활용하여 high-stimulus(exciting) 자극물과 low-stimulus(calm) 자극물을 제작하여 3D 가상현실 레스토랑 시뮬레이션 자극물로 활용하였다. 통계 분석은 SPSS/WIN 18.0을 사용하였고, 신뢰도 분석, 요인 분석, 회귀 분석 등을 실시하였다. 요인 분석 결과 감정적 반응은 긍정적 감정, 부정적 감정의 2개 요인으로 분석되었다. 만족도와 충성도는 1개 요인으로 분석되었다. 크론바하 알파값이 조사 도구의 신뢰도 분석을 위해 사용되었으며, 0.7 이상을 나타내어 적합하게 나타났다. 색채와 음악이 레스토랑 분위기와 어울리는 정도는 긍정적, 부정적 감정에 유의한 영향을 미쳤다. 긍정적 감정과 부정적 감정은 만족도에 유의한 영향을 보였으며, 만족도는 충성도에 유의한 영향을 나타내었다. 배경음악의 어울림이 실내 색채의 어울림보다 긍정적 감정에 더 큰 영향을 미쳤으며, 실내 색채의 어울림이 배경음악의 어울림보다 부정적 감정에 더 큰 영향을 미치는 것으로 나타났다. 본 연구 결과는 레스토랑 분위기와 색채, 음악의 조화에 대한 연구의 기초 자료로 활용될 수 있을 것으로 기대된다.

화훼장식이 돌잔치 고객의 만족도와 장소 재방문 의도 에 미치는 영향을 파악하고자 설문조사를 실시하였다. 설 문조사 대상자의 일반적 특징은 남녀나 기혼자와 미혼자 는 거의 비슷하였으나 연령은 20대와 30대가 주류를 이루었고, 학력은 대졸자가 가장 많았다. 요인분석 결과 7개의 중요 변수 즉, 화훼장식을 위한 디자인의 스타 일과 구성, 디자인의 조화와 색감, 접근성, 시설, 서비스와 가격, 만족도, 그리고 재방문 의도로 이론적 모형이 구성되었다. 모형화한 연구가설의 검증 결과에 대한 타 당성을 입증하기 위해서는 SPSS 14.0K를 이용하여 탐 색요인의 분석을 실시하였다. 연구 모형의 모든 인과 관계의 경로계수를 동시에 측정하기 위해서는 구조 분석 방법을, 타당성 평가를 위해서는 AMOS 7.0의 측정 모 형을, 그리고 자료 분석을 위해서는 기술적 통계, 빈도 분석, 크론바하 알파를 이용한 신뢰도 분석과 요인 분 석법을 이용하였다. 가설을 검증한 결과, 매개변수인 만 족도에 가장 큰 항목을 차지하는 항목은 화훼장식의 스타일과 구성이었으며, 그 다음으로는 화훼장식의 조 화와 색감이었다. 그리고 서비스와 가격은 만족도에 정의 영향을 미쳤으나 접근성과 시설은 만족도에 영향을 미 치지 않았다. 결과적으로, 돌잔치의 기획 및 연출을 위 해서는 화훼장식이 가장 중요한 변수라는 것을 의미하는 한편, 이 중요 변수를 잘 활용하면 고객의 만족도가 증 가하게 되고 만족도가 증가하게 되면 재방문 의도가 향상된다는 것을 의미한다.

This study examined the relative effects of weekly and daily group feedback on the customer service behaviors in a gas station. Participants were four employees providing full services to the customers. Four target service behaviors, which were identified from the job description for the employees, served as the dependent variables. The data were collected by a supervisor. The independent variable was the frequency of group feedback on the four service behaviors: weekly and daily group feedback. An ABC within group design was adopted. After baseline (A), the weekly group feedback condition (B) was introduced. In the next phase, the daily group feedback condition (C) was introduced. Both weekly and daily group feedback were presented in a graph form and posted at a conspicuous location. Results showed that both weekly feedback and daily feedback conditions were effective in increasing the target behaviors. And, there was difference in the effects between the two conditions.

본 연구는 저작권 요인을 중심으로 한 중소기업 컨설팅 고객 만족도에 영향을 미치는 주요 요인을 알아보고 그러한 요인들이 쿠폰제 컨설팅을 통한 기업경영 성과의 향상과 고객 만족도에 어떻게 영향을 미치는지 분석하는데 의의를 갖고 있다. 본 연구에서 실증분석을 해본 결과 고객과의 관계，컨설팅 역량，저작권 정보요인，참여 유도 등 네 가지 요인들이 전부 쿠폰제 컨설팅을 통한 기엽경영 성과의 향상과 고객만족도에 대하여 유의한 영향을 미치는 것으로 나타났다. 그중 종속변수 쿠폰제 컨설팅을 통한 기업경영 성과의 향상에 독립변수인 저작권 정보요인이 가장 큰 영향을 미치는 것으로 나타났고，다른 종속변수인 고객만족도에 대해서는 독립변수 고객과의 관계가 가장 큰 영향을 미치는 것으로 나타났다.

The purpose of this study was to investigate the effects of perceived price and servicescape on employee service quality, food and beverage quality, and customer value in Daegu Korean restaurants and to suggest methods for them to become the food mecca of Korea and the world. The samples for this study were customers of nine Korean restaurants in Daegu. A total of 368 questionnaires were analyzed with factor analysis, a reliability test, and a covariance structural analysis. The results showed that perceived price was positively related to employee service quality and food and beverage quality and that servicescape was positively related to employee service quality and food and beverage quality. However perceived price, servicescape, employee service quality, and food and beverage quality were not related to customer value. The reasons were that these factors did not influence perceived customer value in Daegu Korean restaurants. The Daegu municipal office should require these restaurants to develop distinguished employee service and food and beverage quality and conduct consistent marketing to Koreans and westerners, so that these restaurants can become the food mecca of Korea and the world.

Nowadays, due to the development of computers and the information and communication technology, data processing and transmission is made very vastly and fast. The development of the technologies bring many changes and revolutions to the life of ordinary people. Although, e-Business grows continuously, it is in experimental stage in domestic area because of limits of infrastructure. Also, in spite of explosive growth of internet, the research on the internet has not been fully studied yet. The objectives of this study are that how service consumers perceive the flow of e-Business, and that what effect the makes on their satisfaction and re-purchase intention. This means that the research enables a marketing manager to take the meaning of comparative weight among the components of e-Business flow, and to provide very useful information to establish marketing strategies which are close to the consumers.

The purpose of this study was to understand the interrelationships between customers' perception of service encounter elements, customers' emotional response and customer satisfaction in a family restaurant. Based on a total of 408 samples, this study reviewed the reliability and fitness of the research model and verified a total of 4 hypotheses using the Amos program. The hypothesized relationships of the model were tested simultaneously using a structural equation model (SEM). The proposed model provided an adequate fit to the data, χ2=821.151 (df=333), CMIN/df 2.466, GFI .878, NFI .927, IFI .955, TLI .949, CFI .955, RMSEA .060. The results showed that human factor (β=.426) and physical factor (β=.266) as service encounter elements in family restaurants were indicated to have a positive (+) influence on customers' positive emotion. For influence of customers' negative emotion, human factor (β=-.157) was surveyed to have a negative (-) influence. Also, customers' positive emotion (β=.716) and negative emotion (β=-.081) had significant effects on customer satisfaction. Limitations and future research directions are also discussed.

Due to fierce competition, many domestic fashion businesses are suffering difficulty in securing and maintaining customers. Accordingly, fashion companies are devoting all their energy to secure customers by using high quality and diverse strategies for distribution and promotion, and to secure loyalty by satisfying customers with the offer of excellent service. Thus, it is very important to provide systematic service recovery strategy available for handling service failure effectively. Therefore, the purpose of this study is comprehensively analyzing influences of expectation dis-confirmation and perceived justice for service recovery upon consumers' satisfaction and loyalty. The findings are as follows. First, as for the service failure that customers experienced, the more consumers who expect it to be recovered led to the higher formation of expectation-compensation dis-confirmation. Second, it was indicated that the higher seriousness in service failure that customers experienced led to the lower satisfaction and loyalty to service recovery. Third, as a result of examining influence of expectation-compensation dis-confirmation for servicefailure recovery upon consumer satisfaction and loyalty, the customers who showed more positive dis-confirmation to expectation-compensation were indicated to form the more satisfaction and loyalty. Fourth, as a result of examining the influence of the perceived justice in the process of service-failure recovery upon customer satisfaction, all in 3 dimensions of justice had effect on customer satisfaction.

The objective of this study was to examine the effects of relationships between food service companies and their client companies by surveying employees working at cafeterias among a food service companies' client companies. For this purpose, previous research was reviewed, and confirmatory research was conducted using a questionnaire. In the questionnaire survey, the subjects were sampled through convenience sampling from the client companies of A Food Service Company, and 182 valid questionnaires were used in the analysis. The results of this study are summarized as follows. First, the characteristics of the relationship between the food service company and its client companies, which were reputation, communication, operation skill, and contact-point employees' service quality, had a significant effect on trust, and the effect was high in the order of contact-point employees' service quality, communication, operation skill, and reputation. Satisfaction was significantly affected by reputation, operation skill, and contact-point employee' service quality, but not by communication. The effect was high in the order of contact-point employees' service quality, reputation, and operation skill. In addition, reputation, communication, operation skill, and contact-point employees' service quality had a significant effect on long-term orientation, and the effects were high in the order of reputation, contact-point employees' service quality, communication, and operation skill. Second, with regard to the quality of relationships between a food service company and its client companies, trust had a significant effect on satisfaction. Third, among the factors related to the quality of relationships between the food service company and its client companies, trust and satisfaction had a significant effect on long-term orientation, and the effect of satisfaction was higher than that of trust. This study has scientific significance as one of only a few studies on factors affecting the long-term relationship between food service companies and their client companies, along with managerial implications that contact-point employees' capabilities are most important in service businesses, and thus efforts should be made at employing and educating them properly.

Today many successful star marketing cases constantly represented in many companies, so star marketing has become significant. Although star marketing brings a lot of business opportunities for companies, the results are not always positive effects. The purpose of this study is to provide a mechanism to select an advertising model casting for star marketing. This study uses the combined customer data analysis and AHP approach to choose a adequate an advertising model such as internet search engine, news searched words, customer survey, etc. And then AHP technique is applied to the five chosen candidates based on their salary, awareness, issues, continuous possibility and connection to product's concept. As a result, the proposed method will guide a good casting method to select an suitable advertising model and improve the effects of star marketing. how it improves the effect of star marketing.

Today many successful star marketing cases constantly represented in many companies, so star marketing has become significant. Although star marketing brings a lot of business opportunities for companies, the results are not always positive effects. The purpose of this study is to provide a mechanism to select an advertising model casting for star marketing. This study uses the combined customer data analysis and AHP approach to choose a adequate an advertising model such as internet search engine, news searched words, customer survey, etc. And then AHP technique is applied to the five chosen candidates based on their salary, awareness, issues, continuous possibility and connection to product's concept. As a result, the proposed method will guide a good casting method to select an suitable advertising model and improve the effects of star marketing. how it improves the effect of star marketing.

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers’ satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers’ expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant’s success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

This paper presents a six sigma project for improving customer satisfaction of a franchise store. The project follows a disciplined process of five macro phase : define, measure, analyze, improve, and control(DMAIC). Due to the limitation of existing methodologies, numerous difficulties arise during the six sigma application to transactional processes. This paper expected to be helpful to service industry in which is very difficult to measure and implement.

Technological innovation depends on the quality of workers, whose ability is the key component to raise business competitiveness. Our study evaluates how satisfactory is the training of workers at small and medium sized firms , and suggest how to improve

The purpose of this study was to investigate the effects of servicescapes in Korean restaurants on customers' experiential value, pleasure feeling and customer satisfaction. Based on a total of 550 samples obtained from empirical research, this study reviewed the reliability and fitness of research model using the Amos program. The relationships hypothesized in the model were tested simultaneously by using a structural equation model (SEM). The proposed model provided an adequate fit to the data, χ2=406.097 (df 130), p〈.001, GFI .915, AGFI .889, RMR .042, NFI .955, CFI .969, RMSEA .062. SEM results showed that the servicescape showed a positive significant effect on customers' experiential value (β=.808, t=15.171, p〈.001), and customers' experiential value had a positive significant effect on pleasure feeling (β=.756, t=10.616, p〈.001). Also, customer's experiential value (β=.391, t=8.579, p〈.001) and pleasure feeling (β=.573, t=13.091, p〈.001) had a positive significant effects on customer satisfaction. Analysis of mediating roles showed that, the effect of servicescapes in Korean restaurants on customers' pleasure feeling was perfectly mediated by the customers' experiential value. Limitations of this study and future research directions are also discussed.

In this study, the current status of the business foodservice industry, evaluation of leftover food and customer satisfaction with foodservice at direct operation and consignment foodservice businesses in Chungbuk were examined. This study has managerial implications in terms of improving the quality and effectiveness of the business operation of the foodservice industry. The sample size of this study included 800 customers who use foodservices provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. From these 800 customers, a total of 692 were used (direct operation foodservice (n=361) and consignment foodservice (n=331) businesses). The results were as follows; First, as for the main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, ‘the close location’ had the high percentage. Approximately 41% of respondents were not satisfied with the foodservice in the employee restaurants. Second, leftover food from consignment foodservices was higher than that for direct operation foodservices. Third, there were significant differences in customer satisfaction with five areas of foodservice between the two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in the direct operation foodservice was higher than that of the consignment foodservice. In terms of the satisfaction level of foodservices, mealing process was the highest, followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses. Overall, satisfaction with the business foodservice was affected by the customers’ satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, ‘food’ and ‘information and service’ were important areas for determining overall customer satisfaction with foodservice. In addition, the overall satisfaction was negatively correlated with the quantity of leftover food in the direct operation and consignment foodservice business.