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박민정 ( Min Jung Park ),정소진 ( So Jin Jung ) 한국의류산업학회 2011 한국의류산업학회지 Vol.13 No.2
The purpose of the study was to investigate customer loyalty programs of diverse types of retailers. As offline retailers, department store and discount store retailers were examined, and as nonstore retailers, online store and TV home shopping retailers were investigated. Types of customer loyalty programs were analyzed based on Dowling and Uncles`(1997) loyalty program framework which included two schemes, types of reward(direct versus indirect rewards) and timing of reward(immediate versus delayed rewards). The study found that different types of retailers utilized different types of loyalty programs: Department store used all the type of rewards, discount store focused on direct/immediate rewards, online store retailers used direct/delayed rewards and/or direct/immediate rewards, and TV home shopping retailers focused on direct/delayed rewards. The study provided diverse managerial and academic implications.
패밀리 레스토랑의 서비스품질에 대한 구성개념 타당성 연구
장준호 ( Jun Ho Jang ),정소진 ( So Jin Jung ) 한국컨벤션학회 2009 MICE관광연구 Vol.8 No.3
This paper examines the validity of Service Quality in family Restaurant. The exploratory factor analysis was first executed and discovered the fact that service quality was composed of 5 factors. As a next step, first-order confirmatory factor analysis was performed, and then 2 items were eliminated through this analysis. The Second-order confirmatory factor analysis were performed to assess the convergent and discriminant validity of five dimensions of service quality and their contributions to an overall construct of service quality. The results provide evidence for the construct validity of service quality.