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.

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.

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.

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.

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.

This study was conducted to establish basic data to improve the service quality of the Korean food service industry by evaluating the experience that Chinese tourists have at Korean restaurants. To accomplish this, we analyzed the common dining out style of Chinese tourists and how their expectations were influenced by the Korean culture and movies and dramas. We then compared the customer satisfaction of Chinese tourists before and after visiting Korean restaurants. The results of this study suggest that advertising of the Korean culture and movies and dramas to Chinese who dine out on a regular basis should be accelerated. In addition, the Korean food industry must develop distinct marketing strategies and improve the food menu and service to satisfy Chinese tourists who visit Korea often.

The purpose of this study were to examine the effects of emotional dissonance on customer orientation and service delivery level, and to examine the mediating effects of the customer orientation. In order to verify the relationships and mediating effect, data were obtained from 199 nurses working in a general hospital in Changwon City were analyzed by using SPSS 12.0. and AMOS 5.0. The findings are as follows: Firstly, there was a negative relationship between emotional dissonance and customer orientation. Secondly, there was also a positive relationship between customer orientation and service delivery level. Thirdly, there was also a negative relationship between emotional dissonance and service delivery level. Finally, the customer orientation was a partial mediating effect on the relationship between emotional dissonance and service delivery level. Based on these findings, the implications and the limitations of the study were presented including some directions for future studies.

This study was conducted to investigate the effects of 6 Sigma on menu management, work commitment and quality in the culinary division of hotels and family restaurants. In addition, this study sought to identify the effects of menu management, work commitment and quality performance on customer satisfaction. Furthermore the relationship between menu management and culinary quality was evaluated here. The subjects evaluated in this study were employees of culinary division of hotels and family restaurants that implemented or were about to adopt the 6 Sigma program. A total of 385 questionnaires were analyzed using factor analysis, a reliability test, and covariance structural analysis. The results revealed that the 6 Sigma program influenced menu management, work commitment and culinary quality. Moreover, menu management, work commitment and culinary quality performance were found to impact customer satisfaction and culinary quality performance. Based on these findings, culinary divisions of hotels and family restaurants should incorporate the 6 Sigma program as soon as possible. To implement this program, faultless data for the 6 Sigma program should be collected using sufficient preparation procedures. After the data were collected, a task force team should be developed, experts should be cultivated and employees should be trained as necessary. Finally, the current level of product and services should be measured and reported to all employees in the culinary division and a challenge spirit should be brought with understanding for the reason for implementation of the 6 Sigma program. In implementing the 6 Sigma program, the leadership of the top manager and the head of the culinary division is very important.

As the population of the silver generation is increasing, the importance and effects of the market for the silver generation are also growing. We segments the categories of the silver generation into six sub-segments using based on the factors like life s

The purpose of this study was to variety of services criteria as Serqul in service quality on customer commitment the customer to take a look at the impact of the activities associated with customer loyalty Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. As a result, in this era of consumer-centered marketing, customer commitment is surfacing as a competitive edge that a company can benefit from for a long time.

Recently there has been many researches of performing arts, the concepts of performance products or mechanism have been gradually established. However, compared to the research of public performance itself, the research of its consumer still stays on the basic stage and it is difficult to apply to the business. Therefore the needs of the related research has continued being insisted among the staffs. This study raises points that the recent performance business still focuses on providers. Moreover it notices the urgent needs of the consumer orientation strategies and the changes of marketing in the performance business. Therefore it needs to understand the performance consumers and to research how they can be satisfied with the performance according to their types. This dissertation, thus, is to find out the evaluation method of theatre service qualities and the relations between the theatre service qualities by size and customer satisfactions to suit for the customer oriented marketing paradigm, and to present a suggestion that requires for establishment of service marketing strategies for theatre, the place for performing arts.

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter.

The importance of perceived quality and brand loyalty is increasing recently both domestic and foreign. So many papers perform research on service quality and brand loyalty. Today, there is the rapid growth in the Korean mobile telecommunications service market. But mobile telecommunications service companies don't pay full attention to customers' attitude and brand loyalty. This paper shows why Korean mobile telecommunications service companies have to focus on Brand Loyalty. This paper investigates the relationship among perceived quality, attitude and brand loyalty in the area of mobile telecommunications service.

Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. As a result, in this era of consumer-centered brand marketing, brand identity is surfacing as a competitive edge that a company can benefit from for a long time : this is related to the fact that people want to know why a consumer selects and purchases a certain brand out of so many others.

The principal objective of this study was to categorize service attributes on the basis of the asymmetric and non-linear relationship existing between service attributes and customer satisfaction. Researchers generally assume that service attribute performances and customer satisfaction are both symmetrical and linear. That is to say, improvements in attribute performance will inevitably result in increased customer satisfaction. However, this is not always the case. Certain attributes have been shown not to create satisfaction even when improved, and others do not create dissatisfaction even when their performance ratings become negative. Understanding this relationship is crucial not only to researchers, but also to service managers. Service managers can arrange their priorities with regard to which attributes must be improved or promoted first, in an environment of limited technical, financial, and human resources. Many studies into this asymmetric and non-linear relationship have recently been conducted, beginning with Herzberg's motivation-hygiene theory (1976) and the disconfirmation theory, which was eventually developed into Kano's model (1984). This study attempted to determine the impact level of service attributes on incidents of satisfaction or dissatisfaction. It used 30 service attributes generated by Park (2008) in the CIT research into family restaurants. The data were collected from 600 participants, 300 incidences of satisfaction and 300 incidents of dissatisfaction, via an online survey. The t-test was used to confirm the difference between the satisfaction group's and dissatisfaction group's attributes. 11 attributes were found to be significant at a level of p>0.05. This indicates that the 11 attributes exerted different impacts on satisfaction and dissatisfaction, which confirmed the asymmetric and non-linear relationship. 14 attributes were categorized into the core service, 1 attribute into the quality service, 7 attributes into the basic service, and 8 attributes into the neutral service. Strategic customer service management was recommended for the 'A' family restaurant as an example, on the basis of the asymmetric and non-linear relationship and the characteristics of the four service factors.

The Location Based Services (LBS) comprise spatial information and mobile technology allow users to receive various services based on Global Positioning Systems (GPS). Although, spatial information based services are very useful, it has lots of possibility to damage privacy protection. But the contents of the legislation by government have problems conflicted between protection of a person's location information and invigoration LBS. Therefore, in this study suggest a causal model to deal with user satisfaction and factors affecting spatial information based services to customer perspective. The proposed research model is tested empirically with one hundred and forty one usable questionnaires and partial least square (PLS) method. Experimental results showed that the usefulness, playfulness, and service quality play a prominent role in influencing the spatial information services satisfaction compared to other factors. But, easy of use and perceived risk are not significant.

The purpose of this study was to determine the detailed customer satisfaction and dissatisfaction factors of family restaurants in Korea, and to then classify the factors into 3 groups, inlcuding core service, quality service, and basic service. ‘Core service’ represents the critical factors that generate both satisfaction and dissatisfaction; ‘quality service’ generates only satisfaction; and ‘basic service’ generates only dissatisfaction. This categorization is based on Herzberg’s motivation-hygiene theory (1976) as well as Cadotte & Turgeon (1988). Based on the characteristics of the three groups, differentiation strategies in managing customer service were suggested to the family restaurant managers. A qualitative research method, termed the critical incident technique (CIT), was used in the study. This method helps researchers find new factors or attributes by grouping key issues from the anecdotes (critical incidents) and then categorizing common factors from the key issues. This research categorized key satisfiers and dissatisfiers into 33 factors, which were from 402 critical incidents described by 261 respondents. Eleven factors (response to service failures, food taste and quality, attention paid to customers, coupon/mileage point/discount card, customer’s ordinary requests, waiting, food diversity, food price, facility sanitation, checking out, customer’s special requests) were classified into core service, which required maximum management not regarding the level of customer satisfaction. Six factors (employee attitude, event, education and explanation, complementary food, customer’s mistakes, attention paid to children) were classified into quality service, which required differentiation strategy management. Finally, nine factors (speed of food service, employee’s mistakes, food sanitation, atmosphere and interior, seating, forcing orders, parking, other customers, reservations) were classified into basic service, which required minimum management at the level of the industry standards.

20세기 90년대부터 시작하여 이동통신 시장은 매우 높은 증가세가 나타나 핸드폰 사용 고객 수와 영업 액이 이미 고정전화를 앞섰다. 현재 이동통신은 매우 중요하고 발전 속도가 아주 빠른 산업으로 성장되었다. 오늘에 와서 중국과 한국 두 이웃 나라 간에는 많은 면에서 밀접한 관계를 보였다. 양국 수교 이후, 한국의 많은 기업들이 중국으로의 진출을 시도하였었고 그에 따른 투자도 적지 않는 규모였다. 중국은 세계에서 인구가 제일 많은 나라이고, 또한 WTO에

The era of express train in Korea has come since April in 2004. The KTX(Korea Train Express) which has introduced the technology of TGV of France is regraded as good as the ICE of Germany or Shinkansen of Japanese in its hardware aspects. However there are still many things to be improved in its software aspects such as the quality of services, since the new express railway system is in the early beginning stage. To improve the quality of services, we should first measure and analyze the current level of the service quality. Using SERVQUAL model, the service level of KTX is measured and analyzed in this paper. Issues on how to improve the service quality are discussed based on the measurement and analysis.