• Knowledge Management Research
• /
• v.21 no.3
• /
• pp.123-140
• /
• 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 East Asian Society of Dietary Life
• /
• v.18 no.5
• /
• pp.841-848
• /
• 2008

This study attempted to find more efficient ways of managing human resources through the effect of service quality and affect response on job satisfaction of the employee in the food service industry. Quality of service to the customer has an effect on the response of the employee. Therefore providing a high quality of service quality to. the customer is an important factor that contributes to a positive work environment for employees in the food service industry. For this study, research data was collected from employees of various restaurants. Among a total of 170 collected questionnaires, 20 incomplete samples were eliminated and consequently a final 150 completed questionnaires were provided. The SPSS/win 12.0 was used for statistical analysis: frequency analysis, factor analysis, reliability analysis and regression analysis. It is recommended that the food service industry should provide a positive work atmosphere which is satisfactory to the employee based on the needs of the employee. This study indicated that the quality of service quality affected the response and job satisfaction of employees in the food service industry.

• Journal of Korean Society for Quality Management
• /
• v.28 no.4
• /
• pp.75-98
• /
• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.

• The Korean Journal of Food & Health Convergence
• /
• v.7 no.2
• /
• pp.1-10
• /
• 2021

The purpose of this study is to examine the impact of the service quality of delivery food on customers' emotional response and repurchase intention during the COVID19 pandemic. The proposed research model examined the effect on the service quality, customer sentiment response, and repurchase intention of delivery food. A questionnaire was distributed and measured for 300 consumers who had experience using food delivery services in the last 30 days. The questionnaires from previous researches were revised to fit the purpose of the present study. The survey results were analyzed to verify the reliability and validity of the measured variables. To verify the hypotheses a Structural Equation Modelling (SEM) was used for the study. The results showed that taste, price fairness, and package design positively affected emotional response; moreover, repurchase intention was enhanced by emotional response. This research analyzed the relationships between service qualities of delivery food, emotional response, and repurchase intention when customers consume delivery food during COVID19 in Korea. This study extends the delivery food literature by combining customers' emotional behavior with SEM model. The result suggested competitive strategic plans and development directions of food delivery companies in the rapidly increasing food delivery industry, providing implications for further research.

• Journal of Computing Science and Engineering
• /
• v.11 no.3
• /
• pp.100-108
• /
• 2017

In the field of Internet of Things (IoT), smarter embedded devices offer functions via web services. The Quality-of-Service (QoS) prediction is a key measure that guarantees successful IoT service applications. In this study, a collaborative filtering method is presented for predicting response time of IoT service due to time-awareness characteristics of IoT. First, a calculation method of service response time similarity between different users is proposed. Then, to improve prediction accuracy, initial similarity values are adjusted and similar neighbors are selected by a similarity threshold. Finally, via a densified user-item matrix, service response time is predicted by collaborative filtering for current active users. The presented method is validated by experiments on a real web service QoS dataset. Experimental results indicate that better prediction accuracy can be achieved with the presented method.

• Korean Management Science Review
• /
• v.29 no.2
• /
• pp.105-125
• /
• 2012

As medical service industry is transformed into the market centered on consumers, medical service quality patients recognize is emphasized as the powerful means to ensure competitive advantage among hospitals in the fierce medical markets. Many researches have been done on the definition of medical service quality, developing a scale to measure it, patient satisfaction, hospital repurchase and oral transmission intention, but integrated studies have not been done sufficiently on the patient' cognitive emotional aspects. For these research purposes, based on service relation, service quality, physical surroundings, human services, corporate reputation, service value, emotional response, customer satisfaction and repurchase intention, this paper suggests a theoretical modeling composed of hypotheses on the relations of each theoretical variable. In addition, the moderating effect of service relationships is investigated based on the structural equation model.

• Fashion & Textile Research Journal
• /
• v.13 no.6
• /
• pp.952-958
• /
• 2011

The primary purposes of this study were to investigate on effect of consumer's participation on their emotional response, service quality perception and revisiting intention in the beauty service field. The data were collected from 385 customers of beauty salons in Busan area, Gimhae area in Kyongnam and Daegu area. It was analyzed by frequency analysis, factor analysis, reliability analysis, and path analysis. The results were as follows: First, consumer was experienced positive emotion toward their participation of service offering course. Second, there were significant influence their participation on their service quality perception. And in the case mediating emotional response, their were more influence. Finally, consumer was perceived positively service quality when they was experienced positively emotion in service field during service offering course. And they had revisiting intention when they was perceived service quality excellently.

• Journal of Internet Computing and Services
• /
• v.9 no.3
• /
• pp.103-117
• /
• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• The Korean Journal of Emergency Medical Services
• /
• v.27 no.3
• /
• pp.17-32
• /
• 2023

Purpose: We aimed to identify disaster preparedness, disaster response competency, and willingness to participate in disaster response among university students. Methods: Data were collected from the paramedic students after consent to this study through online. The period of data collection was from June 13 to August 3, 2023 and 207 questionnaires were analyzed using SPSS 27.0 program. Results: The subject's disaster preparedness was 7.67±3.10 out of 15, disaster response competency was 2.79±0.69 out of 5, and willingness to participate in disaster response was 6.06±4.59 out of 15. There was a significant difference in disaster preparedness depending on the disaster education experience (p<.001), in disaster response competency depending on the number of courses completed (p<.05), in willingness to participate in disaster response in cases of disaster experience (p<.05) and number of times disaster education was completed (F=3.146, p=.047). In particular, if the number of disaster training courses completed was three or more, disaster response competency and willingness to participate in disaster response were significantly high. There was a significant positive correlation between the subjects' disaster preparedness and disaster response competency (r=.655, p<.001). Conclusion: Three or more sessions of continuous disaster education is important, it will be necessary to develop educational content that matches the characteristics of the target subjects or college.

• International Commerce and Information Review
• /
• v.6 no.2
• /
• pp.361-384
• /
• 2004

Recently the port logistics service has been recognized as a important function of the international logistics, therefore, a lot of papers have been issued concerning the measurement of the service quality of that. But in spite of variety of papers, we can not find out the papers concerning the model of the synthetic customer satisfaction. And also the most of papers concerning the customer satisfaction of service quality have been focused not by cognitive evaluation of the customer, but by affective response. In this thesis, the authors are postulating the model and hypothesis to achieve the research by using the Gr$\"{o}$nroos's model. In order to research the relationship between the port logistics service quality and the customers satisfaction, we are selecting the shipping companies located in Busan and Kwangyang as purchaser and the loading and unloading companies as supplier, and the questionnaires was performed to them. In the result of the empirical study, the technical quality of the port logistics service are affecting directly on the customer satisfaction, but the functional quality are affecting not directly on the customer satisfaction. And also the customer response(affective response) has been proved that it has been exercised as a intermediate role between the port logistics service quality and the customer satisfaction. Therefore it is proved that the affective response of the customer has been exercised a crucial role in the course of supplying the port logistics service.