간행물

한국서비스경영학회> 서비스경영학회지

서비스경영학회지

Journal of the Korea Service Managemant Society

  • : 한국서비스경영학회
  • : 사회과학분야  >  경영학
  • : KCI등재
  • :
  • : 연속간행물
  • : 연5회
  • : 1598-1150
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수록정보
수록범위 : 1권1호(2000)~17권2호(2016) |수록논문 수 : 692
서비스경영학회지
17권2호(2016년 06월) 수록논문
최근 권호 논문
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KCI등재

1신용카드사의 웹사이트 서비스품질이 e-로열티 및 가상공동체의식에 미치는 영향: 지각된 보안위험 조절효과를 중심으로

저자 : 이명식 ( Myung Sik Lee )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 1-23 (23 pages)

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The purpose of this study is to examine the effect of website service quality of credit card company on e-loyalty and a sense of community as well as a mediating effect of e-loyalty on relationship between website service quality and a sense of virtual community, and a moderating effect of perceived security risk on relationship between website service quality and e-loyalty. To measure website service quality, four elements are suggested as follows: communication, system operation, aesthetics, and exchange process. Five hypotheses are proposed and tested empirically. All of elements of website service quality have a positive effect on e-loyalty. Also, three element except aesthetics have a positive effect on a sense of virtual community. There are mediating effects of e-loyalty on relationship between all of elements of website service quality and a sense of virtual community, and moderating effects on both relationship between system operation and e-loyalty and relationship between exchange process and e-loyalty. Further theoretical and managerial implications as well as research limitations are discussed.

KCI등재

2우리나라 크루즈 서비스산업의 권역별 비교 연구: 환황해, 환남해, 환동해권 중심으로

저자 : 이태희 ( Tae Hee Lee ) , 남현정(교신저자) ( Hyun Jeong Nam )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 25-44 (20 pages)

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The objectives of this study is to divide ports in South Korea into three regions and organize the present conditions to analyze, compare each other in specific criteria. Ports for cruise in South Korea are divided into three regions; Pan Yellow Sea, Pan South Sea, South East Sea based on the 3rd fundamental plans for port(2011∼2020) announced by ministry of oceans and fisheries. Pan Yellow Sea includes port of Incheon, port of Pyongtaek·Dangjin, port of Gunsan etc. Pan South Sea includes port of Gyangyang, Mokpo, Wando, Busan, Jeju, Ulsan, Pohang etc. Pan East Sea includes port of Donghae·Mukho, Sokcho etc. As the results of comparison among cruise regions, we have found out the competitive advantages and disadvantages for each port. Although there are exclusive ports for cruise such as Busan, Jeju, Incheon in South Korea, it is not enough to become a representative port for cruise. This is because the history of cruise industry is short and limited resources have not been fully efficiently used due to the political reasons. Thus, we need to develop a star port for cruise and to advertise extensively in short-term. In long-term small to medium sized ports can benchmark a successful case of a leading port for cruise.

KCI등재

3서비스 청사진을 이용한 약국의 서비스 프로세스 혁신: 온누리 약국체인 사례를 중심으로

저자 : 손정민 ( Jung Min Son ) , 유해원(교신저자) ( Hai Won Yoo )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 45-63 (19 pages)

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Service innovation refers to new or considerably changed service processes that deliver added value to the customers. Unfortunately, many of the activities are invisible to both service providers and consumers. In terms of service innovation, service visualization is very critical. When we visualize the current service process, we can identify its problems. So, this study suggests to innovate service processes by analyzing service blue print of pharmacies and take corrective action. Korean pharmacies are facing both internal and external challenges to overcome. This study is especially to focus on process aspects of pharmacies and present effective solutions by diagraming service processes based on service blue print. After the visualization processes, we did interviews. Interviews were conducted on person in charge at Onnuri pharmacy chain and pharmacists. As a result, it showed lack of supporting processes on medication management and product inventory management. Limited display shelves fails to hold various range of products. Lack of medication counseling time led patient dissatisfaction. In conclusion, we are to present amended processes and alternatives to make improvements. Differentiation strategy should be designed by implementing new service processes.

KCI등재

4항공사 모바일 앱의 서비스 편의성과 행동의도와의 구조적 관계에 대한 연구

저자 : 전진명 , 최금년(공동저자) ( Keum Neon Choi ) , 김영택(교신저자) ( Young Taek Kim )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 65-88 (24 pages)

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Even though customers`` convenience orientation has increased, there has not been much research on airline mobile-app users`` characteristics, their use pattern, and their satisfaction. Based on domestic and foreign previous studies, this research tries to analyze the structural relationship that service convenience of airline mobile-app affects behavioral intention through perceived value and customer satisfaction. All hypotheses of service convenience, customers`` perceived value, and customer satisfaction were rejected. Compared to other transportation industries, the airline industry has yet to reach a level of customers`` convenience orientation. Therefore, airlines need to take it into account in order to increases their rate of sales through the activation of their mobile applications.

KCI등재

5은행의 프리미엄 자산관리 서비스 품질이 고객만족과 추천의도에 미치는 영향에 관한 연구

저자 : 박규배 ( Kyoo Bae Park ) , 박민재(교신저자) ( Min Jae Park )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 89-114 (26 pages)

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As the financial environment changes, individuals' interest on wealth management services has increased. In addition, the wealth management market is one of the fastest growing sectors of the financial services industry. However, very little research has been conducted with Korean private banking service and little is known about this area. The purpose of this study was to understand the effect of service quality of bank premium asset management on customer satisfaction and loyalty. The service quality was categorized into four factors depending on private banker's service level. Utilizing the structural equation modeling with survey data from private banking service customer, this study analyze the research hypotheses. The results emphasized the importance of continuous sustainable interaction with customers and it can result in the customer's satisfaction and loyalty.

KCI등재

6IT컨설턴트의 감정노동이 프로젝트 성과에 미치는 영향에 관한 연구

저자 : 류성열 ( Sung Yul Ryoo ) , 박상철(교신저자) ( Sang Cheol Park )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 115-135 (21 pages)

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This study aims to contribute to the understanding of the effects of emotional labor of IT consultant on IT project performance. Also this study examined the effects of the ties between the clients and the IT consultants and their emotional intelligence on emotional labor. The data used to test research model using PLS(partial least square) method were 79 samples. The results showed that both the ties between the clients and the IT consultants and their emotional intelligence influence IT consultants' emotional labor negatively. Also we found that emotional labor has significantly negative impact on IT project performance. The contribution for research is that it develops and tests an integrative model of understanding emotional labor, specifically in the context of IT consultant. Our findings can also provide IT consulting firms with alternative arrangement to overcome the negative impacts of emotional labor of IT consultant.

KCI등재

7상호저축은행의 인건비와 광고비가 성장성과 수익성에 미치는 영향

저자 : 박태진 ( Tae Jin Park )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 137-158 (22 pages)

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Savings banks are required to improve their management performance by securing their competitive advantage through the provision of high quality financial services for the purpose of sustainable growth as the region-based financial institution for ordinary people. This study attempted to analyze the effect of saving bank``s personal expenses and advertisement expense on management performance under the thought that the savings banks would be required to have sustained interaction with clients through marketing communication such as advertising and the job satisfaction of employees providing services directly for them. For this purpose, it attempted to make a panel analysis of the effect of employees`` wages and advertising expenses on management performance by referring to the financial statements of the savings bank over the period between 2010 and 2015. As a result, it was found that personal expenses and advertisement expense had a positive effect on the growth and profitability of the savings bank. The findings of this study suggest that for the purpose of sustained performance improvement, the savings bank is required to provide the fair reward and competency development for its employees by using the management system and to improve its image and enhance customer satisfaction with financial services through sustained advertising activities.

KCI등재

8유머가 포함된 안내방송이 고객의 실천의지에 미치는 영향에 관한 연구

저자 : 김은희 ( Eun Hee Kim ) , 최선미(교신저자) ( Sun Mee Choi ) , 김희진(공동저자) ( Hee Jin Kim ) , 김신영(공동저자) ( Shin Young Kim )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 159-183 (25 pages)

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Service customers influence service outcomes through their role-play in the service delivery process. As a way of informing customers of their role and motivating them to better play the role, service providers often use auditory announcements. Yet, the issue of how to design an effective announcement for service customers still remains largely under-studied. To fill this gap in the research, the current study examines the impact of humor in a service announcement on customer intention to comply with the announced message. Specifically, we examine the impact of two humor design factors by conducting a two(message relatedness of humor: strong vs. weak) by two(position of humor: beginning vs. ending of the announcement) between-subject experiment. Results show that there is an interaction effect between the two factors on perceived funniness, that perceived funniness influences customer attention to the announcement, and that the effect of perceived funniness on customer intention to comply with the message is fully mediated by the level of customer attention.

KCI등재

9Kano 모형과 잠재적 고객만족 개선지수를 이용한 공연장 서비스품질에 대한 연구

저자 : 박성민 ( Sung Min Park ) , 김채복(교신저자) ( Chae Bogk Kim )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 185-208 (24 pages)

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The interests of high value of living have been increased after applying 5 working days per week. People who visit art centers and enjoy cultural activities grow larger every year. It is important to provide better service to customers at art centers by analyzing customers`` needs. This paper employs Kano model and potential customer satisfaction improvement(PCSI) index to investigate customers`` satisfaction or dissatisfaction levels after finding factors which affect service quality at art center. Then, the priority of factors for service quality improvement is assessed. Based on the analysis results, factors of ``sound and stage setting``, ``seat comfort``, ``gladness by performance``, ``variety of performances`` are selected as attractive quality factors. Also, factors of ``stage visibility of seat``, ``convenience of parking``, ``convenience of public transportation``, ``seat comfort``, ``appropriate staff allocation`` are chosen by PCSI index.

KCI등재

10외식기업의 사회적 책임 활동이 기업 신뢰도 및 기업평판, 고객 인게이지먼트에 미치는 영향

저자 : 강선아 ( Sun Ah Kang ) , 신혜원(공동저자) ( Hye Won Shin ) , 이수범(교신저자) ( Soo Bum Lee )

발행기관 : 한국서비스경영학회 간행물 : 서비스경영학회지 17권 2호 발행 연도 : 2016 페이지 : pp. 209-227 (19 pages)

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The competition business in food service industry engage in is so fierce that consumers hardly recognize any differentiation among multiple brands, which calls for corporate activities and operational strategy from various perspectives. The purpose of this study is to identify if and how much corporate social responsibility (CSR) activities influence corporate reliability and reputation as well as customer engagement and to present implications for catering service providers to establish differentiated strategies. For this, survey among consumers who are aware of corporate social responsibility activities of food service providers have been conducted with 272 valid samples in total used for analysis. The analysis has found that ethical and charitable responsibilities have a positive effect on corporate reliability and that ethical, philanthropic and economic responsibilities have a positive effect on corporate reputation. In addition, both corporate reliability and corporate reputation have turned out to have a positive effect on customer engagement. Based on these study findings, I have presented several implications that may help establishing effective marketing strategies for food service businesses using their CSR activities.

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1연안해역에서 석유오염물질의 세균학적 분해에 관한 연구

(2006)홍길동 외 1명심리학41회 피인용

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