• Asia pacific journal of information systems
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• v.25 no.3
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• pp.519-539
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• 2015

Customers are now demanding ever better service from customer service representatives (CSRs) to create superior customer service. Accordingly, CSRs are required to have more specialized knowledge and abilities of customer service. This study examines the roles of accumulated customer knowledge in electronic knowledge repositories (EKRs), which a firm has developed for customer service over time to enhance CSRs' work capabilities and work performance, in the context of call centers. To test the proposed research model and hypotheses, we conducted LISREL analysis using 261 responses collected on CSRs working for inbound call centers. The key results are as follows. First, accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise during the customer contact. Second, CSRs' knowledge utilization reinforces service expertise. Finally, service quality depends on CSRs' knowledge utilization and service expertise, but it is not directly related to accumulated customer knowledge. Overall, the findings suggest that accumulated customer knowledge in EKRs enhances CSRs' knowledge utilization and service expertise, and thereby leading to superior service quality.

• Journal of the Korean Society of Costume
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• v.58 no.9
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• pp.151-165
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• 2008

The purpose of this study is to establish theoretical basis for relationship marketing exercised in the esthetic industry and to empirically analyze causal relationship among factors of esthetic relationship marketing, together with quality and the performance of the relationship. With empirical research, this study finds out that such relationship marketing factor as customer orientation, employee' expertise, physical property have an impact on the relationship quality between customers and esthetic salons' service providers. Customer satisfaction and trust increase the relationship between service providers and customers, and this also increases repurchase intention of the customer towards the service providers. These are significant findings in that they illustrate the importance of employee' expertise and customer orientation, and physical property in determining satisfaction and trust. The result of this study shows that service providers can enhance customer satisfaction and trust by utilizing relationship marketing more effectively, and can preserve the current customer basis.

• Knowledge Management Research
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• v.21 no.3
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• pp.123-140
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• 2020

In call centers where customers contact a firm's customer service without face-to-face interaction, customer service representatives (CSRs) determine its service competitiveness. In other words, a firm's service excellence relies on its CSRs. Drawing on the concept of agility from service and information technologies studies, this study conceptualizes customer response capability as a variable consisting of customer response expertise and customer response agility, and further verifies its effects on customer service performance. Moreover, this study examines whether a firm's digital and human knowledge resources are related to CSRs' customer response capability. To empirically test the proposed hypotheses, the partial least squares analysis is conducted with a total of 371 responses collected on CSRs from two insurance call centers. The findings indicate that a firm's digital and human knowledge resources enhance CSRs' customer response expertise and customer response agility, thereby increasing customer service performance. The results draw the conclusion that CSRs' customer response capability is a key antecedent of superior customer service.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.7
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• pp.907-921
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• 2013

This study shows the importance of human factors in relationship marketing by revealing the influence of Hanbok salesperson's attributes on relationship quality and long-term relationship orientation at the time when a culture is newly understood. A questionnaire surveyed 376 women living around the Seoul and Daejeon Metropolitan areas from February to March 2013. SPSS WIN 20.0 and AMOS 20.0 programs analyzed the gathered data. We review the influence of Hanbok salesperson's attributes (expertise, ethics, communication skill, customer orientation, similarity, and likeability) on relationship quality and behavioral intention. The research indicates that only customer orientation and Hanbok salesperson's expertise attributes influence relationship quality. All the attributes had a positive influence; in addition, the relationship quality had a significant influence on customer loyalty. However, communication skill, similarity, and likeability did not influence relationship quality. Customer orientation, which provides a customized service based on the recognition of individual customer trends and expertise in developing a relationship with customers, are important factors to form relationship quality and loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.1
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• pp.33-44
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• 2009

This study is a survey of college students who have been exposed to a variety of clothing consumption environments such as online transactions through the Internet, with the purpose of examining the influence of salespersons attributes on college students' relationship commitment and perception of salespersons performance. The study conducted a questionnaire survey on 464 male and female students and used SPSS 12.0 for statistical data analyses such as mean, standard deviation, frequency analysis, reliability analysis, factor analysis, and multiple regression analysis. The results of this study can be summarized as follows: First, salespersons attributes such as appearance, expertise, customer orientation, and customer management fumed out as the factors that influence the satisfaction under relationship commitment at statistically significant levels. Likeability, customer orientation, and customer management were found to have statistically significant influence on perceived reliability of salespersons. Second, with respect to the influence of relationship commitment on customer performance, statistically significant factors included satisfaction and reliability. Customer orientation is considered most important by both male and female students among the salespersons attributes, followed in order by expertise, customer management, appearance, ethic and similarity. Likeability was found to be the least important attribute.

• Journal of the Korean Society of Clothing and Textiles
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• v.26 no.3_4
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• pp.431-442
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• 2002

The purpose of this study was to identify the importance of salesperson selling behavior such as salesperson's orientation, similarity with customers and expertise as well as the relationship benefits of salesperson. A total of 400 questionnaires were distributed to adults in Daegu-Kyongbuk area and 335 questionnaires were collected(84%) and 314 samples were used for the statistical analysis. The primary methods of the statistical analysis were factor analysis, confirmatory factor analysis, correlation and path analysis using LISREL 8. The results are as follows: First, clothings salesperson's customer-orientation(p < .10), expertise, similarity (p< .10) and salesperson's functional, social benefits showed positive relation with customer satisfaction. And salesperson's selling-orientation influenced customer satisfaction of salesperson negatively. In addition customer satisfaction of salesperson showed positive relation with salesperson loyalty and satisfaction of the stores. Second, the salesperson loyalty showed positive relation with store loyalty and word-of-mouth but showed negative relation with post-purchase information search. Customer satisfaction of stores showed negative relation with post-purchase information search but no meaningful relation with store loyalty and word-of-mouth.

• The Journal of the Korea Contents Association
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• v.12 no.12
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• pp.269-281
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• 2012

The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in cancer patients. To achieve purpose of the research, the data was collected from 420 patients in university hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as medical expertise, administrative service have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise, convenience, administrative service of the medical service quality factors have positive influence upon intention of revisit. Therefore, the results of this study show that the medical service quality factors which are medical expertise, administrative service leading to customer satisfaction are important factors to revisit hospitals.

• Journal of the Korean Society of Radiology
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• v.5 no.4
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• pp.207-215
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• 2011

This study was focused to the effects of cancer patient's perceived quality of medical service upon satisfaction as a customer who have been stressed to face the death. we established research model between medical service quality and customer satisfaction, and build up 4 hypotheses between tangibility, expertise, credibility, responsiveness and customer satisfaction. 220 responses were used to analyzed with multiple regression analysis by SPSS for Windows 14.0K. All 4 hypotheses were accepted. Among 4 independent variables tangibility was most effective to customer satisfaction as coefficient-0.298, and next expertise was as coefficient 0.237. From the results we suggested the implications as follows; first, the medical institute have to develop medical service based on tangibility, expertise, credibility, responsiveness. Second, such services might bring higher customer satisfaction. Third, the patient satisfaction may lead to extend its own life. Fourth, the hospital also may survive long against the competitive environment with such services.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.1
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• pp.191-205
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• 2012

A book review is one of the most important sources of information which provide the descriptive and evaluative contents about books. Reviews have great influence on consumer behavior because they are believed to be more reliable than information provided by sellers. Readers who read a book review includes information about book decide whether they will buy or not. This study examines customer attitude change by book reviews with regarding to different type of information sources(experts and prior customers) and different directions of messages. We address the following research questions: (1) Can positive book reviews with credibility have a positive impact on acceptance of books? (2) Can negative book reviews with credibility have a negative impact on acceptance of books? The results shows that a credibility is an essential factor for affecting customers' mind. When positive book reviews were written, both expert and customer opinions have a positive impact on acceptance of customers. Given negative book reviews of experts, trustworthiness is more important than expertise. However, a objectivity of customer's reviews is more important.

• Journal of Distribution Research
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• v.11 no.4
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• pp.97-124
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• 2006

This study investigates the relationship between the relationship marketing factors, relationship quality and store loyalty in retail specialty stores. The customization of a retail specialty store was found to be having a larger effect on relationship quality than other factors such as expertise, bonding and communication and the moderating effects of customer characteristic was found be having a larger effect on relationship quality all factors except to communication. The result of this study has some practical implications. First of all, the customization strategy for individual customers is needed because customers trusted employees who provide a customized service more. Second, the employees' expertise is important to obtain the trust of customers. Third, the findings of the study showed that the communication with employees did not affect the trust. Rather, customers more often want price discounts, useful information, other benefits related to transactions. The communication is also necessary to bond a strong relationship with customers, as well as to respond customer's requests immediately Fourth, the marketing managers of the store have to effectively manage the customer relationship with the special consideration to the customer's gender, transaction experience, and variety seeking disposition.