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장형섭(Hyung Sub Jang),강도원(Do Won Kang),추동화(Dong Hwa Choo),박종원(Jong Won Park) 한국상품학회 2003 商品學硏究 Vol.- No.28
The purpose of this study is find what kind of service quality strategy for successful hub airports have to offer to aviation corporations firstly and what kind of services, according to airport strategy, they have to grow up. These results could be helped to derive the scheme for improving competitiveness of incheon international airport services. Recently, the world economy is in the era of international competition without the nations' barrier. Most countries have had only principle for sake of their economical benefit, which they are eager to achieve the absolute priority not comparative one. Within the change of international economy the Republic of Korea, which has not its own resource enough, has to have the middle or long term strategy for continuous development. Moreover, as competitiveness of 21th Century might depend on controlling logistics flow, international transportation is getting important. This study has done to focus on reinforcement of airport competitiveness in the part of service on aviation corporations employees. Firstly, components of service quality on airport service, determinants of competition strategy and airport services were broadly reviewed and the relationship between those concepts was empirically tested. Theoretical literature suggests that service quality is composed of the fifth sub composition elements, and another variables are has several elements. And these components relationships were using SPSSWIN 10.0 program for statistical analysis. Empirical results supported that the empathy is a significant determinant to the perception of service quality, and that reliability, responsibility and empathy affects the perception of airports service satisfaction, tangibles, reliability, and empathy are affects the airports employees service satisfaction. This study taken within a airport service adds to the growing literature which calls for a reexamination of how incheon international airport authorities treat service quality and customer satisfaction. And this result of empirical analysis suggest to the incheon international airport in the future that service quality should be showed to improve competition strategy. Also this study sheds some light on the relationships between service quality, airport strategy on hub airports.
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장형섭(HyungSub Jang),강도원(DoWon Kang) 한국상품학회 2002 商品學硏究 Vol.- No.27
The purpose of this study is to examine the relationship among service quality, composition factors in service quality, customer satisfaction, and repurchase intentions in the area of mobile communication market. For this purpose, six research hypotheses were made and empirically tested. These hypothesized relationships concerning image, price, overall service quality, customer satisfaction, and repurchase intentions were verified by covariance structure modeling, using LISREL 8.03 program. Empirical results of the study presented that there existed a casual relationship among overall service quality, composition factors in service quality, customer satisfaction, and repurchase intentions.
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장형섭(Jang, Hyung Sub) 한국서비스경영학회 2010 서비스경영학회지 Vol.11 No.4
Kyobo Book Centre became the company`s 30th anniversary history of the nation`s knowledge- based industries. Kyobo Book Centre bookstores and book distribution business, information, cultural content in the knowledge-based businesses active in various fields has been developed, Kyoho Book Centre now the publishing industry and readers have been to all of you should feel a sense of responsibility. However difficult the situation is gradually becoming a reality. Mid-1990s, more than 5.300 former bookstore. while the rapid growth of online booksellers, 2,000 (in 2009) fell into. Knowledge of the current situation arising from the convergence of the founding of Kyobo Book Centre and charity to adapt to the convergence of knowledge and to find a way to grow a lot of effort is needed, Despite the development of an online bookstore Kyobo Book Centre for a variety of customer satisfaction and have a lot of effort is expected.
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서비스회복 공정성이 고객관계와 관계적 성과에 미치는 영향
장형섭(Jang Hyung-Sub) 한국상품학회 2006 商品學硏究 Vol.24 No.3
This research examined the effect of service recovery justice on customer relationships and relationship outcomes. It will also show the effect of customer relationships on customer"s word of mouth intention and repurchase intentions. The relation with each concept is examined theoretically and the hypothesis and research models are constructed. 192 customers who had experiences in international air express distribution service failure.<BR> The research findings are as follows; First, customer"s perceived distributional justice, procedural justice and interactional justice in the effort of service recovery had a positive influence on commitment. But interactional justice did not have a particular influence on the customer satisfaction and procedural justice did not have a particular influence on the trust.<BR> Second, the degree of repurchase intention and word of mouth intention increased with the level of customer relationships. But trust and customer satisfaction did not have a particular influence on the word of mouth intentions. Third, customer"s perceived justices in the effort of service recovery had a positive influence on repurchase intention. But customer"s perceived justices in the effort of service recovery had not influence on word of mouth intentions.
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인터넷 브랜드 커뮤니티 서비스 품질특성과 이용자의 지속성에 관한 연구
안운석(An Un-Seok),장형섭(Jang Hyung-Sub),오종철(Oh Jong-Chul) 한국상품학회 2007 商品學硏究 Vol.25 No.4
본 연구는 기업의 브랜드 커뮤니티 사이트가 사이트 방문자 및 자사 브랜드에 관심을 갖는 고객들에 대한 영향과 그에 따른 지속적인 이용의도에 어떠한 영향을 미치는지에 대해 연구를 진행하였다. 실증분석을 통한 본 연구를 통한 결과는 다음과 같다.<BR> 첫째, 브랜드 커뮤니티 사이트의 품질특성 중 브랜드 커뮤니티 사이트 이용시 느껴지는 즐거운 감정과 브랜드 커뮤니티에서 제공하고 있는 정보, 커뮤니티 이용자들 간에 교환되는 정보신뢰성을 통해 이용자들은 브랜드 커뮤니티 이용의 유용성을 지각하는 것으로 나타났다. 둘째, 브랜드 커뮤니티 사이트의 품질특성들이 이용자의 만족에 대한 영향에서 이용편의성, 사이트 유형성, 정보신뢰성, 서비스 유희성이 이용자들의 브랜드 커뮤니티 이용만족에 유의한 영향을 미치는 것으로 나타났다. 또한 브랜드 커뮤니티 사이트의 핵심 동기요인인 유용성도 이용만족에 유의한 영향을 미치는 것으로 나타났다. 셋째, 브랜드 커뮤니티 사이트 이용자의 유용성과 이용만족의 지속적 이용의도에 대한 영향에서 유용성과 이용만족 모두 이용자들의 지속적 이용의도에 유의한 영향을 미치는 것으로 나타났다.<BR> 이와 같은 결과는 기업이 브랜드 커뮤니티 사이트를 통한 자사제품의 홍보와 구매고객들 간의 상호작용을 통해 구전되는 입소문 마케팅 전략의 일환으로 사용한다면 큰 효과를 거둘 수 있을 것으로 생각된다. 또한 브랜드 커뮤니티 사이트의 여러 품질특성을 고려한 이용자의 유용성과 만족, 그리고 지속적인 이용의도를 높일 수 있는 방법을 모색해야 한다. 이를 위해 상호작용성의 중요성과 제공되는 정보의 관리, 이용자 중심의 유저 인터페이스 개발 등이 브랜드 커뮤니티 사이트의 성공을 위한 전략으로 활용되어야 한다. As the internet environment develops, internet has already been being established as important tool of business marketing and branding. The goal of this study is an effect of internet brand community characteristics on user satisfaction, continuance of user. Data has been collected from 379 respondents during September of 2006. The questionnaire method was adopted to collect the data for this study. The research was conducted by using SPSS 12.0 and AMOS 5.0.<BR> It was found that as follows; First, internet brand community are characterized by convenience, interactivity, reputation of brand, tangibility of website, playfulness of service, trust of information which are also the traits of free contents in ordinary website and on-line community site. Second, the factor that affects internet brand community users" satisfaction was convenience, trust of information, tangibility of website, playfulness of service, and trust of information, playfulness of service appeared to affect users" perceived usefulness. In addition, users" perceived usefulness and satisfaction were found to have a direct effect on users" continuous intention.
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