본 연구는 쇼핑 환경을 구성하는 물리적 환경이 소비자의 감정적 반응 및 행동반응에 미치는 영향을 규명함으로써 고객의 심리 상태에 부합하는 매장 환경 연출을 위한 단서를 제공하기 위해 시도되었다. 이를 위해 연구가설을 도출하고 설문지에 의한 자료를 수집하여 구조방정식모형에 의해 실증분석하였다. 연구결과는 다음과 같이 요약된다. 첫째, 점포의 물리적 환경은 디자인 요인, 주변요인, 사회요인으로, 소비자의 물리적 환경에 대한 감정적 반응은 긍정적 감정과 부정적 감정으로 분류되는 다차원 개념이다. 둘째, 점포의 물리적 환경은 소비자의 긍정적 감정에 정(+)의 영향을 주었다. 셋째, 물리적 환경에 대한 긍정적 감정은 소비자의 전환장벽과 충성도 형성에 정(+)의 영향을 주었다. 넷째, 점포에 대한 전환장벽 형성은 고객 충성도에 정(+)의 영향을 주었다. 이와 같은 결과는 소비자에게 호의적으로 연출된 점포의 물리적 환경은 긍정적 감정을 유발하며, 이는 점포에 대한 전환장벽 및 충성도 형성에 중요한 요인으로 작용함을 시사한다.

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.

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.

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.

The purpose of the study is to examine the effect of VMD image appropriateness in apparel shopping contexts. Two competing models are utilized. The first model is developed from the emotion-cognition theory which explains that environmental cues(i.e., VMD image appropriateness) generate consumers' emotion, and in turn, consumers' behaviors. The second model is developed based on the cognitive theory of emotions and posits that environmental cues stimulates consumers' cognitive perceptions of retail environments, subsequently influencing consumers' emotional and behavioral response. A 2(VMD image appropriateness: high vs. low) between-subjects factorial design experiment was conducted. Female college students(n=592) participated in the experiment. Using structural equation modeling the study found that the emotion-cognition model better explains the effect of VMD image appropriateness on consumers' emotional, cognitive, and behavioral responses.

The purpose of this study was to identify the differences of cognitive responses, emotional responses, customer satisfaction, and service loyalty about service encounter quality by types of restaurants and to analyse emotional responses, customer satisfaction, and service loyalty in accordance with level of service encounter quality. The questionnaire were collected from customers (N=812) who had used restaurants in Seoul, aiming at 15 or more-year-old customers from October 24, 2005 to November 6, 2005. The main results of this study were as follows: Statistically significant difference was showed in importance and performance of interaction quality, importance and performance of physical environment quality, performance of outcome quality depending on types of restaurants, while significant difference was not indicated in importance of outcome quality by types of restaurants. Positive emotional response was significantly high by types of restaurants in order of fine-dining restaurants, family restaurants, and fast-food restaurants, while negative emotional responses were significantly higher in fast-food restaurants than in the other two types. As far as Customer satisfaction are concerned, fine-dining restaurants showed higher customer satisfaction than the other two types. Attitudinal service loyalty was high in fine-dining restaurants, family restaurants and fast-food restaurants in order and behavioral loyalty was not significantly different with each type of restaurant. In accordance with level of service encounter quality, cluster analysis was conducted and the clusters were divided into 'high-valuation' and 'low-valuation'. 'High-valuation cluster' and 'low-valuation cluster' showed significant difference depending on types of restaurants that customers used(p<.001). The customers who used fine-dining restaurants and family restaurants valued the performance of service encounter highly. However, in fast-food restaurants, a lot of low-valuation customers existed. Therefore, fast-food restaurants have to improve performance of interaction quality, outcome quality and physical environment quality in service encounter. In addition, in 'high-valuation cluster' who valued service encounter quality highly showed higher scores in positive responses, customer satisfaction, service loyalty than in 'low-valuation cluster', and showed low negative responses.