Browse > Article
http://dx.doi.org/10.18807/jsrs.2016.6.3.123

Customer Satisfaction in Secondhand Market : Case Study of SELL-IT  

Kim, Young Suk (Department of Business Administration, Kangwon National University)
Jeon, Da Young (Additive innovation, AllianceNavy team)
Oh, Ju Seon (Department of Business Administration, Kangwon National University)
Kim, Na Yeon (Shinhaninvest, Consumer support team)
Jeon, Won Gil (Wooribank, Deposit team)
Cho, Jieun (marketing at Kangwon National University)
Publication Information
Journal of Service Research and Studies / v.6, no.3, 2016 , pp. 123-139 More about this Journal
Abstract
As competition continues to increase, it becomes even more important for companies to improve customer satisfaction to survive. Many companies have tried to improve customer satisfaction in their own ways. This case study focuses on the market for used products, and introduces the case of the start-up company, SELL-IT, a company that has made great efforts to solve the problems commonly facing their customers and has been rewarded by improved customer satisfaction. Focusing on improving communications between buyers and sellers, the root of many problems in any market, SELL-IT has introduced a number of new systems to solve the problems that plague the secondhand market. This case study provides marketers with practical implications to improve customer satisfaction in the secondhand market.
Keywords
secondhand market; customer satisfaction; SELL-IT; service space; communication; servcice system;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Kim, Gyeong-su (2015), "Just out of searching for a cheaper deal... Avoiding fraud when buying secondhand goods," YTN, May 12, 2015.
2 Kim, Jae-hoon (2014), "Auction starts aggressive marketing through TV/Mobile commercials and secondhand markets," Consumer Times, October 27, 2014.
3 Kim, Seo-yeon (2016), "Keywords in 2016 - The value of money spent (2): Secondhand markets thriving on the back of economic slowdown," Korea Sports Economy, January 20, 2016.
4 Kim, Su-jin (2015), "Daum Kakao Takes Over Secondhand Digital Devices Seller, SELL-IT," Business Post, May 8, 2015.
5 Lee, Ho-yeon (2012), "[Fall in App] Welcome to the person-to-person secondhand market, Hellomarket!" IT TODAY, September 6, 2014.
6 Lee, Hyo-jeong (2014), "New and different tastes! People increasingly enthralled by secondhand goods," Economic Review, July 9, 2014.
7 NATE PANN, post on October 6, 2012, "Scam deals in online flash marketplaces (Quicket)...How do we cope?" (http://pann.nate.com/talk/316928906).
8 Oh, Su-in (2015), "A new business model in the secondhand market, 100% profitable replacement services," Trend Insight, January 19, 2015.
9 Park, Myeong-ki (2013), "Naver invests in venture businesses through the takeover of Quicket, an online flash marketplace," Korea Economic Daily, November 29, 2013.
10 Yu, Seon-mi (2015), "Don't become an easy target for secondhand deals, " Women News, February 12, 2015.
11 Baek, Bong-sam (2014), "Launch of Yellow ID, Kakao Talk dedicated to small businesses " ZDNet Korea, August 20, 2014.
12 Jeong, Bo-ra (2015), "Facebook supports Korean startups" micro Software, May 27, 2015.
13 Jeong, In-hye (2014), "Scam deals are soaring on secondhand community sites; sellers deliver bricks instead of real goods," Maeil Business Newspaper, November 7, 2014.
14 Jin, Byeong-ho (2008), "Cases in the US Retail Industry: Uncomplicated return and refund policies are a must for optimal customer satisfaction," Journal of Distribution, 3(164), 15-18.