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패밀리 레스토랑의 부정적 대기경험과 수용가능성이 서비스품질에 미치는 영향
배준철 ( Jun Chul Bae ),김대철 ( Dae Cheol Kim ) 한국고객만족경영학회 2014 고객만족경영연구 Vol.16 No.4
본 연구에서는 패밀리 레스토랑에서의 대기에 대한 부정적 경험과 수용가능성이 서비스 품질 및 고객만족에 미치는 영향에 관한 것이다. 이를 위해 총 230부의 설문자료를 수집하였다. 결과를 보면, 대기에서의 부정적 경험을 구성하는 대기시간에 대한 부정적 지각, 부정적 대기환경, 대기의 통제 불가능성 등 모든 차원이 수용가능성 및 부정적 감정에 통계적으로 유의한 영향을 미치는 것으로 밝혀졌다. 한편, 부정적 감정은 패밀리 레스토랑의 잘 알려진 서비스 내용 등으로 인하여 서비스 품질에 대한 직접적인 영향은 없는 것으로 나타났다. 그러나 이 부정적 감정은 이탈의도에는 영향을 미치는 것으로 나타났으며, 이것은 많은 경우 표준화된 서비스 제공 등으로 인해 특정 패밀리 레스토랑에 대한 충성도가 그다지 높지 않다는 것을 의미한다. This study addresses the impacts of negative waiting experiences and acceptability on service quality of family restaurants. For the research, 251 participants were surveyed over two months from May to June of 2013 and 230 questionnaires were used for further analyses. The convenience sampling was used to take the samples. The results show that all three dimensions (perceived waiting time, physical waiting environment, uncontrollability) of negative experiences statistically have significant effects on both acceptability and negative emotion. This study also provides the finding that the negative emotion does not impact the assessment of service qualities of family restaurants. This implies that consumers are already aware of most of the family restaurants` service quality since most of them are franchised restaurants and their services are mostly standardized. However, the negative emotion affects consumer defection due to lack of loyalty to a specific restaurant that fails to provide distinguished service. Thus, family restaurants should consider ameliorating the negative waiting experiences of consumers.
대기에 대한 수용가능성, 부정적 감정반응과 부정적 대기경험 간의 관계
배준철(Jun Chul Bae),장미향(Mee Hyang Chang),김대철(Dae Cheol Kim) 한국관광연구학회 2015 관광연구저널 Vol.29 No.11
This study addresses the impacts of the experiential value and the brand image on the acceptability to the wait as well as negative emotional response through the negative wait experiences for family restaurants. 251 samples are utilized for the analyses and are collected by using convenience sampling. The results of the study show that the experiential value has a direct impact on brand image and the acceptability to the wait. But the brand image doesn``t give any significant impacts on the acceptability to the wait. It is found that acceptability to the wait negatively affects the negative wait experiences. That is, all three dimensions of the negative wait experiences are significantly affected by the acceptability. This implies that high level of acceptability to the wait diminishes the degree of negative responses against the negative wait experiences with long wait time, inconvenient environment, and uncontrolability. Therefore, the acceptability to the wait found to be one of important factors to manage wait problems. Especially, the acceptability to wait has the most significant effect on the perceived negative wait time among other components of the negative wait experiences. These results imply that to increase the level of the acceptability of the wait, it is needed to enhance the customer experiential value. The short to mid-term approaches to improve the customer experiential value include providing information on wait and improvement of wait environment.
패밀리레스토랑에서의 부정적 대기경험이 수용가능성 및 부정적 감정반응성을 매개로 이탈의도에 미치는 영향
배준철(Jun Chul Bae),장미향(Mee Hyang Chang),김대철(Dae Cheol Kim) 한국관광연구학회 2015 관광연구저널 Vol.29 No.5
In this study, the impacts of negative wait experiences on customer satisfaction and exit intention through acceptability and negative emotional response are addressed. For the study, 240 samples are collected by convenience sampling. The results represent that negative wait experiences have direct effects on acceptability as well as negative emotional response. It is also known that negatively perceived wait time has more impact on negative emotional response than any other dimensions of negative physical wait environments and uncontrollability. More specifically, acceptability of waiting affects negative emotional response and customer satisfaction. Thus, high level of acceptability against waiting reduces the degree of negative emotional response and increases customer satisfaction. In the meantime, negative emotional response does not impact on customer satisfaction since customers of family restaurants already have known the service itself or the level of service quality of franchised restaurants. But negative emotional response caused by negative wait experience affects exit intention. The possible reason for this is that most family restaurants are so standardized and similar without distinction from others that customers have little hesitation to exit to other brand restaurants. It is also found that there are moderating effects of experiential value on negative emotional response and exit intention.
Co/Ti/Si 계에서 고상반응에 의한 Cobalt Silicide 형성기구 고찰
이승헌,배준철,신동원,박찬경,Lee, Seung-Heon,Bae, Jun-Cheol,Sin, Dong-Won,Park, Chan-Gyeong 한국재료학회 1996 한국재료학회지 Vol.6 No.8
(100) Si 기판위에 전자 빔 증착법을 이용하여$ 90\AA$두께의 Ti과 $120\AA$두께의 Co를 순차적으로 증착시켰다. 그 후 질소분위기하의 $350-900^{\circ}C$온도구간에서 급속열처리함으로써 (100) Si 기판위의 Co/Ti 이중 박막의 실리사이드화 반응이 일어나게 했으며 이를 XRD, AES, TEM을 이용하여 분석하였다. $500^{\circ}C$이하의 온도에서는 Co원자들이 Ti층쪽으로 빠르게 확산하여 Si와 반응하기 이전에 Ti원자들과 상호 혼합되어 어떠한 실리사이드도 형성되지 않았다. $500^{\circ}C$에서 열처리된 시편의 고분해능전자현미경 영상을 통해 Co-Ti 혼합층과 실리콘 기판과의 계면에서 (100)Si 기판과 정합관계를 가지는 CoSi2가 형성되었음을 확인했다. $600^{\circ}C$열처리에 의해 Co-Ti-Sitka성분 실리사이드가 형성되기 시작하였으며, 형성된 삼성분 실리사이드는 Ti의 out-diffusion에 의해 $900^{\circ}C$ 이상의 온도에서는 불안정하였다. Co/Ti이중 박막에 의해 형성된 CoSi2는 실리콘 기판과 평탄한 계면을 가지며 실리콘 기판에 대해 (100)우선성장방위를 가졌다.