Loyalty Behaviors in Cross-Cultural Environment: In the Case of Banking

( Sung Jip Nam ) 한국유통경영학회(구 한국유통정보학회) 2011 유통정보학회지 Vol.14 No.3

본 논문은 서양과 동양 소비자들의 고객충성도 관계에 관해 이문화적 관점으로 비교 분석 하였다. 고객 충성도에 관한 연구는 기업의 수익성과 직결된다는 중요성 때문에 현재 활발히 진행되어왔으나, 대부분의 연구는 한 국가의 테두리 내에서 수행되었다. 국제경영이나 이문화 관련 선행연구들에 따르면 한쪽 문화에서 밝혀진 연구 사실은 문화적 효과로 인하여 다른 문화에서는 통하지 않을 수도 있다고 한다. 또한 동양과 서양의 문화적 차이는 특히나 크다고 알려져 있다. 기업들의 활동이 글로벌화 됨에 따라 이문화 환경에서의 소비자들의 행동에 관한 필요성은 점차 커지고 있으나, 그러한 환경을 포함한 연구는 제한적이다. 본 논문에서는 동양과 서양의 표본국가로서 한국 소비자 그룹과 미국 소비자 그룹을 선택하였고 그들의 구전효과와 재구매 행태에 관하여 비교 분석 하였다. 또한 그들의 애호도 행동의 원인을 이문화적 관점에서 고찰하고자 한다. 양국 소비자들의 행태 비교의 동기는 이문화에 관한 선행연구에 그 기초를 두고 있다. This article compares the Western and the Eastern individual`s loyalty engagement activity in financial services from a cross-cultural perspective. Customer Loyalty has earned significant attention from both academia and practitioners due to its attachment to a firm`s profitability. However, most of research has performed in one geographical region. International Business and cultural literature suggest that scholarly findings from one culture may not be valid in other cultures due to cultural effects. The cultural differences between the Eastern and the Western worlds are especially pronounced. As corporations expands their territory to other continents, necessity of reflecting multi-cultural individual`s loyalty behavior is raised as well. American and Korean consumer groups are chosen to represent both cultures.

The Interaction among Customer Value, Customer Satisfaction, and Customer Loyalty in Cross-cultural Context

( Sung Jip Nam ) 한국유통경영학회(구 한국유통정보학회) 2011 유통정보학회지 Vol.14 No.6

본 연구는 이문화적 관점에서 고객가치 만족도 충성도 간의 상호 상관관계를 고찰하고자 한다. 위 세 요소간의 상관관계에 관해서는 다수의 학자들이 서로 관계가 있을 것이라고 가정 또는 증명하였으나 이문화와 관련된 다수의 논문들은 문화적 요소 때문에 한 국가 또는 지역을 대상으로 증명된 사실은 다른 문화에서는 다른 결과가 도출될 수 도 있다고 주장하고 있다. 이에 본 논문은 한국과 미국이라는 서로 다른 문화적 환경하에서 위 요소들간의 상호 상관관계를 밝히고자 한다 한국과 미국 소비자 그룹을 대상으로 한 본 논문의 실증결과에 따르면 위 세 요소간의 상호 상관관계가 있다. 또한 소비자들이 속한 문화 그룹에 따라 고객만족에 영향을 주는 고객가치요소는 서로 다르게 나타났다. This article compares the inter-relationship among the three variables of customer value, customer satisfaction, and customer loyalty in cross-cultural perspective. The importance of Customer Loyalty has been stressed in service and loyalty literature because it is strongly tied with a firm`s performance. The overall inter-relationship among the above three variables has been suggested and proved in a domestic context. However, most of cultural literature suggests that scholarly findings in one country may not be validated in the other country, due to cultural differences. This cross-cultural research examines the overall relationship among the three domains of customer relationship management and attempts to reveal if cultural effect moderates the relationships among the above variables.

야시장 성공요인의 탐색적 연구

Sung-Jip Nam 한국유통과학회 2017 The Journal of Industrial Distribution & Business( Vol.8 No.2

Purpose – The objective of the current research is to explore success factors of the ‘Night Markets’ in Korea. Unlike other countries, where the markets are culturally established based upon various socioeconomic factors, the night markets are relatively new phenomena in Korea and are created by the government’s support. Since the first introduction in 2011, now there are 34 Night Markets that are operating or are in the process of operation. Some of them attract nearly 100,000 customers a day, while some are discontinued shortly after the introduction due to lack of visitors. Its influence on the customers’ behavioral motives of engaging in various activities in the night markets is increasing. However, because of its brief history in Korea, not much of research has cast attention on them. It is imperative to figure out the success factors of the night markets, so that other night markets can learn the secret of successful operation of the markets. Research design, data, and methodology – The research is based upon both qualitative and quantitative data. Data are collected from multiples levels of the night market related parties. Four groups are chosen: customers, night market sellers, sellers’ union and government officers who are in charge of the market. Conventional survey formats are employed for customers and night market sellers. For night market union and government officers, survey and in-depth focus group interview methods are applied. Of the night markets in operation, commonalities of successful or well established ones are elaborated. Results – Night Market operation success factor are sought utilizing Porter's The Competitive Advantage of Nations model (1990). Results are shown that successful night markets commonly have satisfactory 'Factor Conditions.' Specifically, established night markets have either nearby big cities or tourist attractions in common. While these have fair 'Firm Strategy/structure/rivalry,' and 'Related and supporting industries,' they commonly demonstrate weakness in 'Demand conditions.' Conclusions – A successful night market incurs new customers not only to the market itself but also to the traditional periodical market the night markets are within. Government support to the night market can be justified where the circulation of new customer to the night market and the night market to the periodical market mechanism is in effective.

Service Perceptions of Full Service Airlines and Low Cost Carriers

Nam, Sung Jip(남성집) 한국관광레저학회 2015 관광레저연구 Vol.27 No.8

항공산업의 서비스품질의 개발

( Sung Jip Nam ) 한국유통경영학회(구 한국유통정보학회) 2013 유통정보학회지 Vol.16 No.5

As the recent emergence of the Low Cost Carriers(LLCs) in Air-line industry, service differentiation and customer satisfaction takes critical role in order to sharpen competitive edges to both Full Service Carriers(FSCs) and LLCs. The current research aims to explore the nature of service quality in airline and its relationship to customer satisfaction. Air service quality dimensions using factor analysis are classified as Ticketing and Boarding Processes, Customer Encounter Services, and Tangibles. Further, the regression analysis reveals the strength of relationships between each of service quality dimensions and customer satisfaction scales that the Ticketing and Boarding Process dimension has the strongest co-relations with customer satisfaction scales.

Cultural Distance and Behavior

Nam, Sung jip,Lee, Sung Won 大田大學校 社會科學硏究所 2010 社會科學論文集 Vol.28 No.2

Cultural studies are foundations of understanding global consumers' onsumption motives. Heskett et al. (1990) stress that various consumer roups would appreciate dissimilar attributes depending on their cultural haracteristics. While Hofstcde's cultural classification is comprehensive, the weakness lies on his out-dated data collected almost about a half century ago. The current research attempts to update the data from American and Korean groups.

Service Evaluations from Korean Airline Industry

Sung-Jip Nam,Hee-Joong Hwang 한국유통과학회 2013 한국유통과학회 학술대회 논문집 Vol.2013 No.-

Service Quality has gained increasing attention in both from academia and practitioners since a standardized service quality measurement, SERVQUAL, has introduced. It has been applied to various service industries since the creation of the service measurement scale. As the recent emergence of the Low Cost Carriers(LLCs)in Air-line industry, service differentiation and customer satisfaction takes critical role in order to sharpen competitive edges to both Full Service Carriers(FSCs) and LLCs. The current research aims to explore the nature of service quality in airline and its relationship to customer satisfaction. Further, it attempts to investigate service evaluation differences from experience and non-experienced customers.

Cross-cultural Service Variation: Airline Service Quality

Sung-Jip Nam 한국유통과학회 2015 유통과학연구 Vol.13 No.9

Purpose – In a global economy, marketers are required to understand service quality from an international consumer viewpoint. Despite the increased need for cross-cultural re-search, few studies have developed service quality research in-ternational in scope. The present research aims to shed light on variations in airline service quality among international consumers. Research design, data, and methodology – Conducting cross-cultural research, this study compares airline service quality var-iations, investigating an international consumer group and a Korean consumer group. T-test and factor analyses are applied to examine mean scores and factor structure of the airline serv-ice dimensions. Results – The results indicate there are significant differences in mean comparisons between the groups. The international consumers indicate significantly higher service perception scores than the Koreans. Further, we find that the factor structure of airline service quality diverges between the groups. The interna-tional group considers airline service quality in four dimensions, while Koreans consider it in two. Conclusions – The study sheds new light on international service variations and suggests that the field of airline service quality may differ by nations and/or cultures.

항공업의 서비스요인의 실증적 연구

남성집(Nam, Sung Jip) 한국관광레저학회 2012 관광레저연구 Vol.24 No.1

Scalarane Sesterterpenes from a Marine Sponge of the Genus <i>Spongia</i> and Their FXR Antagonistic Activity

Nam, Sang-Jip.,Ko, Hyunsil.,Ju, Moon Kyeong.,Hwang, Hoosang.,Chin, Jungwook.,Ham, Jungyeob.,Lee, Byoungchan.,Lee, Jaehwan.,Won, Dong Hwan.,Choi, Hyukjae.,Ko, Jaeyoung.,Shin, Kyoungjin.,Oh, Taekyung.,K American Chemical Society 2007 Journal of natural products Vol.70 No.11