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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.
항공 서비스 인카운터에 대한 감정적 반응이 고객만족에 미치는 영향
배준철 ( Jun Chul Bae ),황수영 ( Su Young Hwang ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2015 호텔리조트연구 Vol.14 No.2
This study, the effect of service encounter on customer satisfaction through emotional response is addressed. For the research, 160 samples are collected by convenience sampling. In order to measure service encounter, used quantitative(communication time, information richness, proxemics) and qualitative compositional factors(interaction quality, physical environment quality, outcome quality). The results of the analyses are as follows: First, the quantitative compositional factors(communication time, proxemics) have a direct impact on positive and negative emotional response. But the information richness doesn``t give any significant impacts on the emotional response. Second, qualitative compositional factors(physical environment quality, outcome quality) are significantly affected by the positive and negative emotional response. But the interaction quality doesn``t give any significant impacts on the positive and negative emotional response. Third, two dimensions(positive emotional response, negative emotional response) of the emotional response have a direct impact customer satisfaction.
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.
새마을운동 ODA 성과지표 개발과 효과성 분석: 키르기스스탄 현지화와 현재화 관점에서
배준철(Bae, Jooncheol),지성태(Ji, Seongtae) 한국지역개발학회 2024 한국지역개발학회 학술대회 Vol.2024 No.5
The purpose of this study is to analyse the approach and effectiveness of the Saemaul Undong(SMU) ODA from a localised and modern perspective using the case of the Kyrgyzstan SMU ODA, and to establish and present performance indicators for the branding and international expansion of Saemaul ODA. To do so, the study analysed the background of the SMU ODA, researched the Kyrgyz ancestral tradition of ashar, and identified issues of migration, food security, and social conflict in rural Kyrgyzstan. The study used literature analysis, interviews, and surveys to conduct the research, and the PSM matching technique and PSM-DID combined model for quantitative analysis.The results of the analysis show that the My Village Project is a modern adaptation of the Saemaul Undong with an understanding of the local context in Kyrgyzstan, and the effectiveness of the project using statistical analysis. The study also establishes performance indicators that can be applied to SMU ODA. Implications include the need for prior research for localization approaches, identification of differential effects of the Saemaul Undong using quantitative measurement methods, development of a representative index to measure the self-reliance of the Saemaul Undong, and development of SMU ODA programmes that focus on environmental values and food security. The contribution of this study is that it can be applied to similar projects in that it analyses specific cases and presents performance indicators from the perspective of localisation and modern adaptation, and that this study can stimulate related research on ODA for the Saemaul Undong.
기업의 흡수역량과 정보기술 활용도가 혁신에 미치는 영향
배준철(Jooncheol Bae),이상용(Sang-Yong Tom Lee) 한국데이타베이스학회 2013 Journal of information technology applications & m Vol.20 No.1
This study is to analyze the impact of the absorptive capacity and information technology (IT) on firms" innovation. The absorptive capacity is measured by R&D investment intensity, R&D manpower concentration, and the firm’s size. We try to see the interaction effects between the absorptive capacity and IT usage on firms" innovation. We also look into the differences of the impacts between manufacturing industry and service industry as well as IT industry and service industry. We found that IT and R&D intensity have stronger interaction effect on innovation in manufacturing industry than in service industry, which shows that IT plays a more important role in the accumulation of knowledge in R&D activity in manufacturing industry. Contrarily, in service industry, IT and R&D manpower concentration has significant interaction effects on innovation. This means that the role of IT in service industry is sharing knowledge and experiences among employees in service industry. The interaction effect between firm’s size and IT has positive impact on innovation in manufacturing industry, while it has negative impact on innovation in service industry. Finally, we found that the interaction effect is statistically significant in non-IT industry, while it is not statistically significant in IT industry.