• Journal of the Korean BIBLIA Society for library and Information Science
• /
• v.23 no.1
• /
• pp.215-234
• /
• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

• Management & Information Systems Review
• /
• v.31 no.2
• /
• pp.231-251
• /
• 2012

Customer delight is critical to firm's success in today's competitive environment. This importance has led marketing scholars and practitioners to recommend that firms improve their customers' delight because it is a key to customer loyalty. However, researchers and practitioners have also begun to express concern on the process that underlies customers' delight-loyalty relationship. The purpose of this paper is to investigate this question: 'Does it really matter that firms delight to their customers to achieve greater customer loyalty?' The results from one experiment using a scenario method and the data collected by questionnaire real that delighted customers(offered an unexpected gift) were significantly more warmth, joy and loyalty than satisfied respondents(offered a free gift). The warmth dimension of delight influenced positively on loyalty in satisfied customer group. In delighted customer group, both warmth and joy influenced positively on loyalty.

• Journal of Korea Society of Industrial Information Systems
• /
• v.24 no.1
• /
• pp.109-123
• /
• 2019

Recently, As the desire of consumer gets complexed and demanding, business environment is they are rapidly changing to customer-oriented ones. In order to survive in an age of fierce competition with competitor encompassing changing and customer's needs of consumer company emphasizes market orientation to have a sustainability. It is necessary not only satisfy consumer but also to provide customer delight. We want to see if customer's loyalty can be increased by experiencing C/S and C/D. First, customer's loyalty influences repurchase intention after experiencing customer's satisfaction and customer's delight. Second, customer's satisfaction is influenced by customer's satisfaction level. Especially Joy is one of the most important factor affecting customers delight. Third, customer's loyalty is one of the most important factor affecting customer's satisfaction. Finally, through this study, it was found tha customer's satisfaction and customer's satisfaction improve the repurchase relationship which is crucial from customer's loyalty.

• Cartoon and Animation Studies
• /
• s.49
• /
• pp.169-202
• /
• 2017

In this thesis, we investigate the animation (2001) based on the three phases of the lyrical expression derived from Ye Weiqu's Mono no aware Aesthetic-a Japanese classical aesthetics' perspective, on the aspects of the perceptions of human, world, and nature. By analyzing each component of three phases of Mono no aware Aesthetic, the thesis illustrated that how (2001) utilized and expressed Japanese classical aesthetic and how Japanese classical aesthetics were widely utilized into modern Japanese animations. Moreover, the thesis also stated that Mono no aware Aesthetic has become a creative element in order to answer a development direction with future Japanese animations. Through integrating Japanese unique classical aesthetics into the animation elements, Satoshi Kon, the director of the animation, well carried and expressed the cultural content of Japanese nation, thus promoting a deep understanding of characteristics for Japanese animation which have a wide appeal. In his masterpiece -, the characters building, plot describing, theme expressing, cultural meaning could be analyzed respectively by means of Ye Weiqu's 3 phases of Mono no aware aesthetic, reflecting how inherited the legacy of Japanese classical aesthetics. Furthermore, based on the analysis method, the animation contributed tremendously to Japanese classical aesthetics and Mono no aware aesthetics. Tradition for classical aesthetics could play a role as a creative tool for contemporary and future animation.

• Journal of Advanced Navigation Technology
• /
• v.16 no.2
• /
• pp.340-350
• /
• 2012

The purpose this study is to find out how cabin service quality influences customer value and relationship retention intention focus on upper-class seats customer in airline. In the result of the hypothesis verification, this study hypotheses concerning the effect relations between cabin service quality, customer value and relationship retention intention. Therefore this study needs to be studied the quality of cabin service of upper-class and service value. Based on the research findings airline cabin service department have to examine various customer needs with the development of items and services.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2010.04a
• /
• pp.337-344
• /
• 2010

개인과 조직을 둘러싼 환경은 급변하고 있다. 이러한 상황에서 최근의 세간에 화제가 되고 있는 애플(Apple) 컴퓨터의 스티브 잡스와 아바타(Avatar)의 영화감독 캐머린의 리더십 특성을 확인하는 것도 흥미있는 일이다. Apple과 Avater의 신화는 첫 글자 'A'를 가지고 나타낼 수 있는 'A리더십'의 결과라고 할 수 있다. A리더십의 특징은 창조와 혁신을 통해서 끊임없이 차별적인 제품을 개발하는 데 있다. 현재, 우리나라의 기업가 정신을 대표하는 혁신과 도전의 정신이 퇴색한다고 걱정을 하고있다. 이에 기술이 보편적으로 평준화된 시대에서 최신 기술을 응용한 기본 기능에 차별적인 감성과 철학, 예술이 녹아있는 A리더십을 통해서 새로운 변화를 모색해야 한다. 이를 통해서 고객이 행복감을 맛볼 수 있게 해야 한다. A리더십에 관한 내용을 정리하면서 환경변화에 대비하는 것은 발상의 전환, 창의적인 아이디어, 끊임없는 혁신과 도전 마인드, 그리고 공격적인 실행으로 고객이 감동할 수 있는 제품과 서비스를 제공하는 것이 중요함을 확인하게 된다.

• Proceedings of the KAIS Fall Conference
• /
• 2011.12a
• /
• pp.220-222
• /
• 2011

최근 기업에서 고객만족 차원의 대고객만족 활동으로써 고객접점센터를 운영하고 있으며, 고객만족은 기업의 이미지와 궁극적인 수익 창출로 연결되는 전략적 차원으로 비약적인 발전을 도모하고 있다. 또한 고객만족의 경영의 일환으로 고객감동은 지속적인 고객 관계 관리를 통해서 가능하며 이것은 고객접점센터 종사자원들이 고객과의 일대일로 직접 만나는 고객응대 서비스 품질에 의해서 좌우 된다. 그러나 대고객접점센터 종사원들은 이직률이 높고 직업 만족도가 낮아 기업의 조직성과에 부정적인 요소로 보고되고 있다. 본 연구는 이러한 관점에서 대고객접점센터 종업원들을 대상으로 직무스트레스와 스트레스에 영향을 미치는 개인 특성별 요인들에 대한 스트레스의 차이와 스트레스가 직무성과에 미치는 영향에 관한 실증적으로 분석하기 위한 개념적 모형을 제시하였다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.7 no.4
• /
• pp.1-8
• /
• 2012

The purpose of research is to reveal the basic factors which innovation behaviors is motivated in the small-and-medium sized company for strengthening the competitiveness. This study empirically investigates and I was able to obtain participations of 114 questionnaire, and derived statistics by means of SPSS/PC version 18.0. In this study I found that strategic approach of organization and educational supports are significant to effective shop-floor process control. Also, results of process control are significant to customer satisfaction and business performance.

• (The) Korean Journal of Advertising
• /
• v.28 no.3
• /
• pp.53-81
• /
• 2017

As online video advertising market grows, viral advertising is drawing attention. This study investigated factors influencing consumer's sharing intent of viral advertising each from four dimensions which are content, sender, consumer, and network. As a result, factors of persuasive intent, brand-ad image fit, perceived self-presentation, and bridging social capital were found to affect consumer's sharing intent of viral advertising. And persuasive intent of content was found to be negatively affect consumer's sharing intent. Social value and bonding social capital were not found to have significant influence on consumer's sharing intent of viral advertising. From the analysis of this result, this study suggested future research topic and academic/practical implications.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.21 no.12
• /
• pp.278-290
• /
• 2020

This study evaluated college students' virtual academic experience due to COVID-19. Based on Colaizzi's analysis method, data from advanced interviews with 15 students were analyzed. The results were as follows. The participants showed a desire for eye-level learning, frustration on unsatisfactory academic factors, gratefulness for the factors that enhance academic satisfaction, lonely fight with the shortcomings of online lectures, and the factors predicted by COVID-19, and aim to seek balance through health care. Based on the results, the students should be prepared to learn at an appropriate academic level. Second, the change should be sought to increase delivery and concentration in class. Third, students are motivated by the professor's efforts to communicate in class and their sincerity and passion. Fourth, cooperation between professors and learners is needed to develop a sympathetic and supportive classroom atmosphere. Fifth, until the cessation of COVID-19, the principle of virtual education should persist unless there are exceptional circumstances. These results, which suggested specific ways to increase satisfaction with virtual learning lectures, can be used as basic data for establishing effective virtual teaching directions.