본 연구는 호텔기업의 내부고객인 종업원을 대상으로 종업원만족과 고객만족활동 간의 비선형적 관계의 가능성과 이들 관계가 고용형태와 교육훈련 수준에 따른 세분집단 간에는 어떠한 차이가 있는지를 밝히고자 한다.이를 위하여 부산지역에 위치한 특1급 호텔의 종업원을 대상으로 설문조사를 실시하였고 236개의 표본 자료를 수집하여 위계적 회귀분석을 실시하였다.실증분석 결과 첫째,종업원만족과 고객만족활동 간의 관계에서 수확체증 형태의 비선형성을 확인하였다.둘째,이들 간의 관계가 고용형태에 따른 세분집단 간의 차이가 있는 것으로 나타났다.정규직의 경우 종업원만족과 고객만족활동 간에 비선형적 관계가 나타났으나,비정규직의 경우 종업원만족과 고객만족활동 간에 선형적 관계가 나타났다.셋째,교육훈련 수준 세분집단에 따라 종업원만족이 고객만족활동에 미치는 영향도 집단 간 차이가 있는 것으로 나타났다.즉 교육훈련이 높은 집단의 경우 종업원만족과 고객만족활동 간에 선형적 관계가 나타났으나, 교육훈련이 낮은 집단의 경우 수확체증 형태의 비선형적 관계가 나타났다.이러한 결과는 결국 전체 집단 수준에서의 접근보다는 내부고객인 종업원의 세분시장별로 바람직한 전략과 전술을 계획하고 실행하는 것이 더 바람직하다고 할 수 있다는 것을 시사한다.마지막으로 이러한 실증분석 결과를 토대로 본 연구의 시사점 및 향후과제를 간략하게 논의하였다.

The purpose of this article was to research the effects of physical environment on risk perception in customers at raw-fish restaurants in the Northeastern area of Kangwon province, South Korea. In this research, reliability analysis, factor analysis and path analysis were carried out. Physical environments were divided into four factors and risk perception into three factors. ‘Exterior facility’ had a negative influence on performance (p<0.001) and financial risk (p<0.001). ‘Interior facility’ negatively affected performance risk (p<0.001), financial risk (p<0.001) and time risk (p<0.001). ‘The others’ negatively influenced performance risk (p<0.05). Lastly, ‘press copy’ negatively influenced performance risk (p<0.001). Based on these results, various physical environments affected the risk perception in customers at raw-fish restaurants, and satisfaction level of customers was based on risk perceptions. As a result, food-service companies need to manage the physical environment as a marketing strategy, as well as reduce risk perception to increase customers loyalty.

본 연구에서는 농산물점포인 대형슈퍼마켓을 대상으로 상품의 품질, 애프터서비스, 판매촉진, 상품다양성 등 점포이미지 요인과 만족, 점포의 지각된 품질, 고객충성도 간의 관계를 분석하여 점포의 지각된 품질, 만족, 고객충성도 각각에 대한 점포이미지 요인을 확인하였고, 또한 점포이미지 요인이 고객충성도에 미치는 영향을 확인하였다. 연구결과로는 점포이미지 차원과 점포의 지각된 품질 관계에서 상품의 품질, 애프터서비스 및 판매촉진이 점포의 지각된 품질에 영향을 주었다. 점포이미지 차원과 만족 관계에서 상품의 품질, 판매촉진 및 상품의 다양성이 만족에 영향을 주었다. 점포이미지 차원과 고객충성도 관계에서 상품의 품질 만이 고객충성도에 영향을 주었다. 다음으로 점포이미지 차원, 점포의 지각된 품질, 만족 및 고객충성도 등 구성개념 간의 관계에서는 상품의 품질, 애프터서비스 및 판매촉진은 점포의 지각된 품질에 영향을 주었고, 상품의 품질 및 상품다양성은 만족에 영향을 주었다. 점포의 지각된 품질은 만족에 영향을 줌으로써 만족은 고객충성도에 영향을 주었다.

Auto part industry supplies production for auto manufacturer and after market. These company have inventory for delivery. High inventory level can be good for delivery, but cost will be increase. Low inventory level can be customer unsatisfaction for delivery late. Low inventory level also is reason of low productivity by decreasing product batch size. These article suggest model for calculation a proper inventory level and prove a effect by simulation of some company.

본 연구는 자동차 산업 내 소비자들의 고객불평행동과 기업과의 관계유지를 실증적으로 분석한 연구이다. 특히, 기업의 불평관리에 대한 소비자들의 인지된 공정성과 제품 원산지의 조절효과를 검증하고자 하였다. 이를 위해 222명의 국산차 소비자들과 232명의 외제차 소비자들을 대상으로 설문조사를 실시하였다. 실증분석 결과, 모든 세 가지 유형 (직접행동, 사적행동, 제삼자행동)의 소비자 불평행동들은 기업과의 관계유지에 부정적인 영향을 미치는 것으로 나타났다. 조절효과에 있어서는 기업의 불평관리에 대한 소비자들의 인지된 공정성이 높을수록 직접행동과 관계유지의 부정적인 관계를 약화시키는 것으로 나타났다. 또한, 국산차와 외제차를 기준으로 나눈 두 소비자 그룹 간의 원산지 효과 차이는 유의한 것으로 나타났다. 사적행동과 관계유지의 부정적인 관계는 국산차 소비자들보다 외제차 소비자들에게서 더 약한 것으로 나타났다. 본 연구의 실증결과는 서비스 마케팅 분야에서의 이론적 시사점뿐만 아니라 실무자들에게 유용한 시사점을 제공할 수 있을 것으로 기대된다.

The purpose of this study was to look into how alliance discount cards affect customers using family restaurants by analyzing and identifying the difference in brand equity and satisfaction according to the propensity of using alliance discount cards. For this purpose, 407 customers who have used family restaurants completed a questionnaire survey. The study findings indicated that (1) there were significant differences in brand equity and satisfaction according to the propensity to use alliance discount cards. Moreover, it was found that groups with a strong propensity to use alliance discount cards had higher brand equity and satisfaction than groups that did not; also, (2) it was found that there were significant differences in brand equity and satisfaction according to the intensity of dependency on alliance discount cards. The group with strong loyalty to alliance discount cards went beyond the level of strong propensity to use alliance discount cards, of preference, and of use, which were previously proposed. This study implied that from mid-to long-term perspectives, it was necessary to operate a policy for more active alliance discounts as well as to ensure sufficient options for partnership benefits. Furthermore, it was essential to maintain the menu and service quality of restaurants, which were intrinsic factors for elevating brand equity and satisfaction in restaurants among dining customers.

다른 제조 업체에 부품을 공급하는 부품 기업에서는 고객 수요를 대응하기 위해 운 영하기 위해 완제품이나 반제품 재고를 운영하고 있다. 재고는 많으면 고객 대응도가 좋아질 수 있지만 운영 비용이 늘어나고, 재고가 너무 적으면 고객 대응이 지연되어 고객 불만족을 초래하게 될 것이다. 또한 재고 수준이 적으면 고객 수요에 대한 생산 회수가 증가하여 배치 생산으로 생산성을 높이는 것이 어렵게 된다. 따라서 고객 수요 대응에 대한 만족도를 최대한 유지하고 운영 비용이나 생산 비용을 절감시키는 방안 에 대해서 시뮬레이션을 통해 제시하고자 한다.

Recently, companies are trying to gain a competitive advantage in the market to meet the voice of customer. For this purpose, QFD has been used as product development technology in many areas to include the customer’ requirements. Also, Kano model has been used to understand the customer’ requirements for an effective way. Therefore integration of Kano model and QFD can more efficiently reflect the customer’ requirements when designing a new service. This paper proposes PI index by taking into account the current satisfaction position of our company and competitors while IR (Improvement Ratio) value was set uniformity. This study suggests a more accurate index to predict potential improvements and calculates the final importance or priority. Through case studies targeted at elevator maintenance companies, we can have a general idea how much to improve in the near future and estimate the final importance of customer requirements.

목적: 프랜차이즈와 비 프랜차이즈에서 소비자가 느끼는 서비스 품질 인지도 및 만족도를 비교하고, 안경원 서비스 품질이 고객 만족에 미치는 영향에 대해 알아보고자 한다.

The objective of the present study is to analyze the relationship of suppliers and customer participation in product development process and effects of such participation on product innovation since it is getting more and more weight in manufacturing companies. It is also aimed in this study to explore if business performance of manufacturing companies might be affected by the suppliers participation as well as product innovation that is realizable by such participation. From the analysis, following conclusions could be drawn: First, suppliers participation in manufacturing companies turned out to have influence upon product innovation (standardized coefficient=0.193, C.R=3.510), implying that nothing is more important than the role of suppliers who have intention to realize innovation through participation in manufacturing companies. Second, the analysis showed that customer participation exercised impact upon product innovation of manufacturing companies (standardized coefficient=0.686, C.R=6.433), suggesting that the more customer participate in product development process of manufacturing companies, the more manufacturing companies could sharpen their competitiveness. Third, it was made known from the analysis that the product innovation thanks to suppliers and customer participation in manufacturing companies could have influence upon their business performance (standardized coefficient=0.762, C.R=7.666), signifying that the product innovation of manufacturing companies might depend on the participation of suppliers and manufacturers and, in turn, could affect their own business performance.

The study focuses on verifying the effects of service education and empowerment on job satisfaction, job performance, and customer orientation. 290 salespeople working for fashion companies participated by completing a survey. The collected data was then analyzed with SPSS 16.0 and AMOS 7.0. Structural equation modeling was used to examine the goodness of fit. Looking at the results of this study, the service education of salespersons in fashion companies was shown to affect their level of satisfaction with their compensation, whereas empowerment affected their psychological satisfaction. These findings indicate that the service training and empowerment as experienced by salespersons working for fashion companies affect their customer orientation and job performance. Specifically, psychological satisfaction as part of the overall level of job satisfaction was found directly to affect their customer orientation, whereas their satisfaction with their compensation did not affect their customer orientation. Customer-orientation as influenced by service education and empowerment was revealed to have direct effect on job performance. The results of this study indicate that the service education of salesperson working for fashion companies and their level of empowerment create job satisfaction and customer orientation in these individuals. This study will be a valuable source of information for those who create salesperson empowerment programs and salesperson management strategies for fashion companies. Such programs and management strategies can facilitate efficient job performance by salespersons working for fashion companies and increase their level of job satisfaction.

This study identified the brand personality of domestic take-out coffee shops and examined its effects on customer satisfaction and brand loyalty. The research subjects were college students in Busan who visited a coffee house. Overall, four major empirical results were obtained. First, five factors of brand personality were identified: "energy", "competence", "familiarity", "reliability", and "sophistication". Second, all brand personality factors had significant effects on customer satisfaction, but "familiarity" (β=0.429) and "reliability" (β=0.381) appeared to have the greatest effects. Third, brand personality factors had significant effects on brand loyalty, with"reliability" (β=0.447) appearing to have the greatest effect on brand loyalty. Fourth, customer satisfaction had a significant effect on consumer brand loyalty. These results show that brand personality can be an important means of marketing differentiation in an intense competitive coffee market atmosphereto increase customer satisfaction and build brand equity.

목적: 본 연구에서는 안경체인점에 근무하고 있는 안경사들을 대상으로 이들의 감성지능과 고객지향성, 고객만족과의 관계를 살펴보고자 하였다. 방법: 이를 위하여 감성지능과 고객지향성, 고객만족에 대한 선행연구들을 기반으로 연구모형을 설정하고 가설을 도출하였다. 이를 위하여 A안경체인점에 근무하고 있는 안경사 248명을 대상으로 설문조사를 실시하였으며 총 240부의 유효한 설문지를 이용하여 실증분석을 실시하였다. 결과: 첫째, 안경사들의 감성지능을 구체적으로 4가지 요인으로 세분화하고 고객지향성과의 관계성을 검증한 결과, 자기감성이해, 감성조절, 감성활용이 고객지향성에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 안경사들의 고객지향성은 고객만족에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 감성지능과 고객만족간의 영향관계에 있어 고객지향성의 매개역할을 검증한 결과, 자기감성 이해만이 고객만족 간의 관계에서 부분매개역할을 하는 것으로 확인되었다. 결론: 연구결과에 따르면, 안경체인점 점주들은 안경사들의 인지능력뿐만 아니라 감성능력을 보다 개발하고 관리해줌으로써 더 높은 성과를 낼 수 있음을 인지하게 될 것이다.

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communica- tion and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS’s of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.