This study aims to examine the effects of services marketing mix elements on customer equity through the customer experience in order to determine an optimal marketing mix strategy in the service industry. This paper utilizes confirmatory factor analysis and structural equation modeling (SEM) to analyze and confirm the proposed conceptual model. This study finds that the process, people, and physical evidence of the “7Ps” of the service marketing mix impart a positive and significant effect on the customer experience in the post-office setting. This result would help practitioners to create a service marketing strategy to differentiate their service from competitors in order to retain existing customers and attract new ones. It was also found that the customer experience is positively linked to customer equity. From the customer equity perspective, this study provides theoretical support that the customer experience, as one of the service operations management measurements, can be employed to measure service performance, which is also closely related to customer equity.

The economic effects of sewage and wastewater treatment service (SWTS) sector on other sectors have been rarely investigated in the literature. This paper attempts to apply an inter-industry analysis to looking into the economic effects of the SWTS sector. To this end, the most recently published 2012 input-output table is used here. In particular, the SWTS sector is specified as exogeneous to identify the economic effects of the SWTS sector on other sectors. Production-inducing effect, value-added creation effect, and employment-inducing effect are quantified based on demand-driven model. Supply shortage effect and price pervasive effect are also analyzed employing supply-driven model and Leontief price model, respectively. The results show that production-inducing effect and value-added creation effect of a unit of investment or production in SWTS sector are estimated to be 1.7076 and 0.7392, respectively. The employment-inducing effect of one billion of investment or production in the SWTS sector is computed to be 11.0498 persons. The shortage effect of the SWTS sector amounts to 0.8417 won. The overall price effect of the 10% increase in the price of SWTS sector is calculated to be 0.0115%. This quantitative information can be utilized in predicting the economic effects of the SWTS sector-related activities or policy-making.

본 연구에서는 직장인의 음주행위와 조직응집력 간의 관계에 있어 음주동기의 조절효과를 살펴보기 위하여 음주행위는 독립변수, 조직응집력은 종속변수로 설정하였으며, 그리고 조절변수로는 음주동기의 하위변인인 고양동기, 대처동기, 동조동기, 그리고 사교동기를 선정하였다. 연구의 결과, 음주행위가 조직응집력에는 유의한 영향을 미치지 않는 것으로 나타났으나, 조직응집력에 대한 음주동기는 부분적으로 유의한 영향을 미치는 것으로 나타났다. 먼저, 고양동기와 사교동기의 경우 유의한 정(+)의 영향을 미치는 것으로 나타났으며, 대처동기는 유의한 부(-)의 영향을 미치는 것으로 나타났다. 반면, 동조동기는 유의한 영향을 미치지 못하는 것으로 나타났다. 마지막으로 음주행위와 조직 응집력 간의 관계에 있어 음주동기의 조절효과를 검증한 결과 음주동기의 사교동기만이 유의한 정(+)의 조절효과를 보이는 것으로 나타났으며, 고양동기, 대처동기, 그리고 동조동기는 조절효과가 없는 것으로 나타났다. 이상의 결과로 보아 음주가 조직응집력에 유의한 영향을 미치지 못하여 조직에 긍정적 영향을 미치지 못할 것으로 보았으나, 음주행위와 사교동기의 상호작용 효과를 통해 나타난 바와 같이 음주동기의 차이에 따라 조직 내 구성원의 태도에 다르게 영향을 미침을 시사하고 있다. 즉, 구성원 간의 상호작용을 위한 목적의 수단으로써 음주를 하게 된다면 음주가 긍정적 역할을 하는 것은 물론 조직 구성원 간의 응집력을 높이는 데 있어 유용한 도구로 사용될 수 있을 것으로 판단된다.

This paper reviewed the relationship between safety climate(superior attitude, education, precaution, communication, and job load) and safety performance(safety compliance and safety participation), and the moderating effects of gender and age. Based on the responses from 288 employees, the results of multiple regression analysis appeared as follow; 1) superior attitude effects positively on safety compliance and safety participation, but, job load effects negatively on safety compliance and safety participation. 2) precaution effects positively on safety participation. 3) education and precaution are more positively related with safety compliance and safety participation in female employee than in male employee. 4) education is more positively related with safety compliance and safety participation in older employee than in younger employee.

Purpose This study, for the first time attempts to investigate the determinants of the Korean foodservice franchising employing various theories. In addition this study attempts to consider distinguishable foodservice characteristics such as the segment of foodservice and the market demand. This study expects to contribute to the theoretical underpinnings of the foodservice franchising by incorporating distinguishable foodservice characteristics to franchising theories. Method The sample for this study came from uniform franchise offering circular based on Korea Fair Trade Commission. There were 1,598 food service franchisors in uniform franchise offering circular 2009-2011 listing. However, 596 were excluded because of data irregularities remaining 1,002 available for sample. Based on the literature review, we choose seven determinants. The seven determinants were measured as follows. Firm age was measured as two proxy variables. One was measured as the years of franchising business. The other was measured as the years of business. Firm size was measured as total sales. Capital scarcity was measured as the ratio of total debt to total asset. Start-up costs were measured as initial investment. Monitoring costs were measured as the number of major cities franchised units operates. Royalty was measured as sales of a franchised unit. Finally, brand name was measured as advertising expenditures. Results The first proposition (firm age is related to the use of franchising) was supported by the signaling theory and the transaction costs theory instead of the resource scarcity theory. The age (measured as the years of franchising business) had a statistically significant positive relationship with the use of franchising. The second proposition (firm age is related to the use of franchising) was supported by the logic of the resource scarcity. The age (measured as the years of business) had a statistically significant negative relationship with the use of franchising. The third proposition (firm size is related to the use of franchising) was supported by the signaling theory instead of the resource scarcity theory. The firm size had a statistically significant positive relationship with the use of franchising. The fourth proposition (capital scarcity is related to the use of franchising) was not supported by the resource scarcity theory. The capital scarcity had not a statistically significant positive relationship with the use of franchising. The fifth proposition (start-up costs is related to the use of franchising) was not supported. The start-up costs had not a statistically significant either positive or negative relationship with the use of franchising. The sixth proposition (monitoring costs is related to the use of franchising) was supported by the agency theory. The monitoring costs had a statistically significant positive relationship with the use of franchising.. The seventh proposition (royalty is related to the use of franchising) was not supported by the agency theory. The royalty had not a statistically significant positive relationship with the use of franchising. The eighth proposition (brand name is related to the use of franchising) was not supported by the agency theory. Brand name had not a statistically significant negative relationship with the use of franchising. Conclusions Five propositions were found to be statistically significant from eight propositions. The four determinants such as firm age, firm size, monitoring costs, and brand name can affect the use of franchising for the foodservice industry in South Korea. Relating the significant propositions to the diverse theories, there was no one theory that dominated all propositions. The signaling theory was more appropriate for both firm age (the years of franchising business) and firm size while the transaction costs theory was more appropriate for age (the years of franchising business) as well. In addition, the resource scarcity theory was more appropriate for firm age (the years of business). Finally, the agency theory was appropriate for monitoring costs although this theory needed to be ameliorated for brand name.

오늘날 물류 서비스 산업에서는 수요예측을 통해 불확실성을 줄여나가는 것이 경영상 매우 중요한 이슈로 제기되고 있다. 비교적 시장 점유율이 견고하게 유지되는 제조산업과는 달리 물류 서비스 산업은 매우 빠른 속도로 시장이 성장하고 변화하기 때문에, 시장 환경의 변화를 반영하여 정확한 수요 예측에 기반한 적절한 물류 서비스 공급을 위한 운송 및 인력 공급 계획을 수립하여 운용하여야 한다. 본 연구는 물류 서비스 업계를 위하여 추세 요소, 계절 요소 등 수요에 영향을 미치는 요소를 분석하고, 영향 효과를 산출하여 물류 서비스 산업을 위한 수요예측 시스템에 반영하는 방안을 연구하였다. 특히 지역 특산물, 기상효과, 음력으로 발생하는 명절 효과 등 수요를 크게 변화시키는 중요 영향 요소에 의한 수요 변동을 수요 예측에 활용하는 방안을 도출함으로써, 물류 서비스 산업계의 수요 예측을 위하여 분해법(Decomposition Method)을 제시하였다.

This paper reviewed the relationship between internal marketing(management support, education, pay system, internal communication, employment security) and food safety climate(prevention, superior attitude, work condition), and the moderating effect of employment type(permanent or temporary employees) in food service company. Based on the responses from 304 responses, the results of hierarchical multiple regression analysis showed that 4 factors(management support, education, internal communication, employment security) effect positively on food safety climate(prevention, superior attitude, work condition). The positive effect of internal communication on superior attitude and work condition appeared to be more positive in permanent employees than in temporary employees. And the results of t-test analysis showed that permanent employees perceived more positively all internal marketing factors(management support, education, pay system, internal communication, employment security) and food safety climate(precaution, superior attitude, work condition) than temporary employees.

Although digital contents markets grow very rapidly and are known as a higher value added industry, there is also potential risk in producing digital contents. Thus, many firms have begun to produce a firm's digital contents by outsourcing from other companies in order to catch-up new technologies and to make stable profits. However, since contracts are decided mostly based on bidding price and also standard contract are not available, there is a limit on the benefit from the contents outsourcing. Thus, this study argues that if both contract factors such as contract concreteness and flexibility are well managed, the on-line digital contents will increase the performance of a firm. This study deals with the influence on the firm's performance by the outsourcing in contract factors based on the empirical analysis. Using regression analysis with these two dependent variables, the findings showed that the contract concreteness had positive effects on both cost improvement performance and efficiency improvement performance, but the contract feasibility only had positive effect on efficiency improvement performance. In addition, the result of the study showed that the contract performance of outsourcing the digital contents have a positive impact on the partnership intention.

Smart work is advanced business concepts can work efficiently anytime and anywhere beyond conventional office working. Smart work includes mobile office using mobile devices, remote working(home working) using video conferencing system and mart work center. This paper presents development processes of a smart work for After business especially for the elevator industry. We called developed smart work for A/S work. A/S work using iPhone has some advantages compare to previous A/S system: 1) Before/After photo management. 2) The assessment process to customer satisfaction. 3) The work history management using app. 4) The inquiry and confirmation function to current status of all workers. 5) The group SMS function sending selected workers. A/S work was used ‘M’ elevator A/S business and found to be a efficient smart work system.

The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufac

This study proposes a collaboration system framework on the web service in a supply chain to implement an efficient virtual supply chain and improve an ability to fulfill received orders over a supply chain. The system based on the framework proposed in this paper plays an important role for automatic order negotiation and placing/receiving an order noticed in web service by the main system. Furthermore, it can evaluate the fulfillment of received orders over a supply chain by using the transaction results from hierarchically related vendors and establish efficient manufacturing plans. In a word, this system is the automated system for creating manufacturing plans, placing and receiving orders. A little more important main function of this system is that it has a dynamic evaluation capability about fulfillment with received orders over a supply chain, and improves the evaluation method of fulfillment ability with received orders with related to direct dealing vendors, which is a main problem in existing system. As a result, this system is able to reduce the work load of the sales and purchasing materials, production control division, to manage accurate inventory promptly, to maintain the optimal inventory level by analyzing the information of fulfillment ability with received orders, and to enhance the level of service for customers.

현대 사회에서 기상청의 날씨 정보는 점점 중요해지고 있으며, 최근에 장기예보에 대한 관심이 증대되고 있다. 장기예보는 국가 차원에서 기온, 강수량을 중심으로 하여 서비스되고 있으며, 이러한 공공성 정보를 토대로 민간 부문에서도 다양한 장기예보 서비스를 제공 중이다. 이러한 장기예보 서비스는 산업 부문의 효율성 제고에도 유용한데, 이러한 측면에서 본 연구는 에너지 산업에 필요한 장기예보 활용 방안을 수립하고자 하였다. 에너지 산업에 맞는 효율적인 장기예보 활용 방안은 실제적인 수요 조사를 바탕으로 유용성, 활용성, 사용자 편의성, 업무 효율성을 토대로 수립되었으며, 단계별 활용 전략이 수립되었다. 즉 1단계에서는 장기예보 서비스의 홍보와 인지도 향상, 2단계에서는 장기예보 서비스 강화를 위한 정비, 3단계에서는 맞춤형 장기예보 서비스 개발 및 연구 수행, 4단계에서는 서비스 정보 고효율화 및 활용 극대화를 목표로 활용방안이 수립되었다. 이러한 활용 방안은 에너지 산업의 장기예보 활용을 보다 활성화시킬 수 있을 뿐 아니라, 다른 산업 부문의 활용성을 확대시키는데 유용한 프레임 워크를 제공할 수 있으리라 기대된다.

새로운 IT 환경에서의 변화를 이해하고 경쟁력 있는 클라우드 생태계를 구축하며, 지속가능한 성장을 위한 경쟁정책을 수립하기 위해서는 먼저 우리나라 IT시장의 구조와 그 변화를 정확히 이해하는 것이 필요하다. IT시장의 구조를 이해하기 위한 과거의선행연구들은 통신시장을 배경으로 수직적 가치사슬 구조를 중심으로 설명한 것이 대부분이었으나, 최근 들어 이슈로 부각하고 있는 클라우드 생태계에 관한 연구는 부족한 실정이다. 본 연구의 목적은 IT시장에서의 클라우드 서비스의 등장에 따른 가치사슬의 변화를 이해하는 것이다. 이를 위해 먼저 기존의 연구 문헌들을 통하여 기업 또는 산업의 공급 구조, 그리고 시장의 생태계를 설명하기 위해 사용하는 기본 틀인 가치사슬의 개념을 정의하고, 이를 통하여 우리나라 IT시장의 가치사슬에 대해, 특히 클라우드 서비스 도입이후의 우리나라 IT시장의 변화를 반영하여 그 구조의 변화를 설명하며, 이를 바탕으로 우리나라 IT시장을 진단하고 시장의 성장을 견인하는 요인들을 파악하도록 한다. 본 연구를 통해 가치사슬 관점에서 IT시장을 이해함으로써, 클라우드 서비스 산업의 경쟁력을 높이고, 향후 클라우드 기반으로 IT생태계를 구축하기 위한 이론적 근거로 활용되길 기대한다.

Nowadays, many countries have strived to promote prospective industries and occupations at the national level under the global circumstances such as green growth, job creation and so on. For this reason, the decision making method for qualifications foresight which will be available for the mentioned category-prospective industry and occupation- is required for it's feasibility. Pilot surveys on future workforce demand and promotion policies on service industries which are selected as a prospective industry or occupation by government parties were conducted through this research. Based on them, available qualifications-including not only national(skill) qualification but also private qualification- which can be created for prospective industries and occupations related to green growth and job creation were predicted. On the other hand, observing the change of service industry, occupation and qualification abroad, this research attempts to present the decision making method for verifying the decision' validity on qualification in Korean service industry and related occupation. Applying multicriteria decision making, a preference was examined for checking the validity of the created qualifications by prospective service industries and occupations in both sides-experts and laypeople. Based on it's result, the research was conducted regarding a validity of new qualifications in prospective industries and occupations.

This study examines the competitive strategy of service quality in financial industry Service quality has been suggested as the approach for service organizations to be service and customer oriented Recently, the issue of internal service quality has been

게임산업은 정보 산업 중에 다른 사업과의 연계를 통해 큰 부가가치를 창출하고 침체된 IT 산업을 활성화시킬 수 있는 분야로 빠르게 성장하고 있으며, 게임소비자가 폭발적으로 증가하고 소비층이 폭넓어짐에 따라 엔터테인먼트의 핵심적인 분야로 떠오르고 있다. 본 연구에서는 일반적인 가치사슬 구조와의 비교를 통하여, 현재 게임산업의 가치사슬 구조를 제대로 분석하기 위해 게임비즈니스모델을 제시하고, 다변화하는 게임 가치사슬 구조를 재정립하고자 하였다. 본 연구는 게임산업과 의료산업의 융합 서비스 모델인 암치료 게임 ‘리미션’을 분석하여 가치사슬 융합을 통한 새로운 게임 산업 발전 모델을 도출하였으며, 향후 발전방향 및 전략적 대안을 제시하고자 한다.

  In the national economy, rate of service industry is going up to compare with manufacture industry. In spite of getting lots of results to be introduced 6 sigma methodology in Korea, many service companies is suffering with trial and errors. Also 6 sigm

This study examined the effects of Web ad components on customer attitude and purchasing decisions in 300 individuals who visited family restaurant Websites. The results are summarized as follows: First, Web ad components such as content, design, and interactivity had effects on the cognitive attitudes of the customers. And design, accessibility, and Web functionality had significant effects on the customers' emotional attitudes. In addition, content, navigation, and Web functionality had significant effects on the customers' behavioral attitudes. Lastly, the cognitive, emotional, and behavioral attitudes of the customers had significant effects on their purchases. From these results, design elements such as content, color, and menus, along with user interactivity for information are considered helpful components of a food service Web ad for customer cognition of the restaurant's information. In addition, aspects of Web functionality such as the food service's Web ad set-up, or the protection of personal information, the color design and menu, as well as accessibility for easy use, are all helpful in terms of gaining a customer attitude that is friendly and preferential towards a restaurant's menu items.

본 연구는 부산 관광이미지 평가를 위해 진행하였다. 부산시 관광산업 현황 조사와 해양 도시에 적합한 관광 상품의 조건을 찾아보기 위하여 부산시민과 외국인 그리고 타 지역인을 중심으로 요인분석을 실시하였다. 조사결과, 부산시민과 외부인은 부산의 이미지를 비슷하게 생각하는 것으로 조사되었다. 외부인에게 있어서 부산의 이미지는 해안가 주변과 관련된 관광과 숙박을 부산의 매력으로 생각하였고 부산 시내의 다양한 볼거리, 쇼핑 등을 장점으로 뽑았다. 분석 결과를 종합해보면 부산시민은 진취적, 포근함, 활동성, 친숙함의 이미지로, 외국인은 포근함 쾌적함, 현대적, 풍부함의 이미지로, 타 지역인은 안심감, 번화함, 독특성, 친근함의 이미지로 인식하고 있었다. 위의 분류된 내용을 공통적 의미를 가진 8개의 요인으로 압축하고 부산시의 관광 관련 구성 요소와 항목간 관련성을 조사하였다. 조사결과 부산 관광산업과 관광 상품 개발을 위한 세부 항목으로는 '안심감', '쾌적성', '독특성'을 우선적으로 고려하며 '풍부함', '친근감', '활동성'을 높일 수 있는 방법을 찾는 것이 부산과 가장 잘 어울리는 관광 상품을 개발하는 방법으로 분석되었다.

Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service probl