The Journal of the Convergence on Culture Technology (문화기술의 융합)

The International Promotion Agency of Culture Technology (국제문화기술진흥원)
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The Study of Silver Generation Smart Service Customer Experience: The Effect of Fun and Challenge

실버세대 스마트 서비스 사용경험 연구: 흥미와 도전감 효과

  • Jiyoung Kim (Dept. of Railroad Management and Logistics, Korea National University of Transportation)
  • 김지영 (한국교통대학교 철도경영물류학과)
  • Received : 2023.02.19
  • Accepted : 2023.03.14
  • Published : 2023.03.31
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Abstract

This study aims to provide implications by exploring the experiences of elderly customers using smart wearable devices. The proportion of the elderly among all customers is increasing day by day, and they are gradually trying to use smart devices more actively and improve the quality of life. It is known that the elderly have difficulty using smart devices compared to the younger generation, but this study aims to identify psychological mechanisms in the use process to help the elderly users use related devices more conveniently and joyfully and to actively apply them to service and product development. In particular, theoretical and practical implications were provided by investigating the causal relationship between variables that play a major role in the process of using smart devices, such as convenience, fun, and challenge.

본 연구는 고령층 고객이 스마트 웨어러블 기기를 사용하는 경험을 탐색함으로써, 시사점을 제공하고자 한다. 전체 고객 중에서 고령층이 차지하는 비중은 나날이 늘어나고 있고, 이들은 점차로 스마트 기기를 보다 적극적으로 사용하고 삶의 질을 향상시키기 위해 노력하고 있다. 고령층은 상대적으로 젊은 세대에 비해 스마트 기기 활용에 있어 어려움을 겪는다고 알려져 있으나, 본 연구를 통해 사용과정에서 심리적 메커니즘을 규명함으로써, 고령층 이용자가 보다 편리하고 즐겁게 관련 기기를 사용하는데 도움을 주고, 기업 실무자들이 이를 적극적으로 서비스 및 제품 개발에 응용할 수 있게 하고자 한다. 특히 사용편의성, 도전감, 자기효능감 등과 같이 스마트 기기 이용과정에서 주요하게 작용하는 변수들간의 인과관계를 규명으로써 이론적, 실무적 시사점을 제공하였다.

Keywords

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