• Journal of Distribution Science
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• v.7 no.2
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• pp.89-119
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• 2009

The purpose of this research is showing an appropriate way of maximizing customer service and establishing VOC system by analyzing different voices from complaining customers as well as loyal customers. This research is also aimed at figuring out how companies can implement effective service marketing methods in the field complying with customers' needs and how they can survive in the competition. The range of research is confined to 5 marketing companies and their web-sites on which customers can get logged and directly post their claims. These web-sites showed how those 5 companies cope with customer claims. A questionnaire research was made in A's store to evaluate customer satisfaction. These are conclusions drawn by this research. First, prompt reactions of sincerity to customers' claims contribute to building favorable corporate images. Second, the preference to VOC channels varies with age and sex. Marketers should implement respectively different channels for customers under age 30 and those over age 40. Women have a tendency to prefer instant phone conversations and want to have their claims well listened to. Third, a series of shift in customer trend drives companies into establishing their own interactive VOC systems based on customers' preferences. Customer-oriented management has become a key factor for survival in recent intensely competitive market situation, as the web-based e-commerce market has been rapidly growing accompanied with a dramatic advance of network marketing methods. This research suggests some practical methods to establish a customer-oriented VOC system that can be easily adopted in the field.

• The Journal of Society for e-Business Studies
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• v.24 no.2
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• pp.71-89
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• 2019

In order to come up with satisfying product and improvement, firms use traditional marketing research methods to obtain consumers' opinions and further try to reflect them. Recently, gathering data from consumer communication platforms like internet and SNS has become popular methods. Meanwhile, with the development of information technology, mobile companies are launching new digital products for children to protect them from harmful content and provide them with necessary functions and information. Among these digital products, Kids Phone, which is a wearable device with safe functions that enable parents to learn childern's location. Kids phone is relatively cheaper and simpler than smartphone but it is noted that there are several problems such as some useless functions and frequent breakdowns. This study analyzes the reviews of Kids phones from domestic mobile companies, identifies the characteristics, strengths and weaknesses of the products, proposes improvement methods strategies for devices and services through SNS consumer analysis. In order to do that customer review data from online shopping malls was gathered and was further analyzed through text mining methods such as TF/IDF, Sentiment Analysis, and network analysis. Customer review data was gathered through crawling Online shopping Mall and Naver Blog/$Caf\acute{e}$. Data analysis and visualization was done using 'R', 'Textom', and 'Python'. Such analysis allowed us to figure out main issues and recent trends regarding kids phones and to suggest possible service improvement strategies based on sentiment analysis.

• Knowledge Management Research
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• v.25 no.1
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• pp.43-66
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• 2024

In an era where digital technology reshapes brand-consumer interactions, this study examines the influence of Nike's Run Club and Adidas' Runtastic apps on loyalty and advocacy. Analyzing 3,715 English reviews from January 2020 to October 2023 through text mining, and conducting a focused sentiment analysis on 155 'recommend' mentions, we explore the nuances of 'hot loyalty'. The findings reveal Nike as a 'companion' with an emphasis on emotional engagement, versus Runtastic's 'tool' focus on reliability. This underscores the varied consumer perceptions across similar platforms, highlighting the necessity for brands to integrate user preferences and address technical flaws to foster loyalty. Demonstrating how customized technology adaptations impact loyalty, this research offers crucial insights for digital brand strategy, suggesting a proactive approach in app development and management for brand loyalty enhancement

• Archives of design research
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• v.17 no.3
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• pp.27-38
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• 2004

It is important for designers to be supported with their decision-making on colours which is often based on personal distinction rather than logical dialogue that may lead to confusion within communicating with others. To help these problems and to gain productivity, we would like to propose a way to define colour grouping method. In other words, the purpose of this study is to help to improve the communication and productivity within the design and designers. The grouping was based and inspired by from the studies of Kobayashi, Hideaki Chijiawa, Allis Westgate and Martha Gill. The study of grouping is based on the "tones" of each group, as they seem to reflect a designer s sentimentalism of chosen colours the best. Each of these groups will be named Bright , Pastel ,Deep and Neutral The general concept of each groups are: - Bright: high quality of pixels of primary colour - Pastel: primary colour with white - - Deep: Primary colour with gray or black - Neutral: colours that does not include any of above Each of the colour group has been allocated into Si-Hwa Jung's colour charts and colour prism to visualize the relationships between the colour groups. These four groups and the colours included in them will be broken down to smaller groups in order to make colour palette. This would break the barrier and result in using colours in groups as well as crossover coordination. This study would result in new ways of using colurs for designers designers

• The Journal of the Korea Contents Association
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• v.19 no.2
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• pp.379-392
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• 2019

Public service advertising is a form of communication activity performed to increase public interest. In order to improve the effectiveness of public service advertising, it is necessary to formulate advertising strategies that can actually induce positive action changes. China has various social problems because of dramatic social changes, which call for implementing public service advertising. This study aims to improve the persuasive effects of Chinese public service advertising by addressing effective communication strategies. In particular, we selected 33 works that use fear appeals from 2016 HuangHe Award-winning posters and analyzed their visual representation of fear appeals. The results suggest that fear appeals are frequently used in safe driving and anti-smoking campaigns. In addition, main colors of these posters were black and white. The main fearful images were often represented in a form of 'fact' and 'factual conception' and in the type of 'picture.' They also have features of implicit association' and 'exaggeration'. This study has a significance in terms of providing theoretical and empirical information to future research on improvement of public service advertising in China.

• Science of Emotion and Sensibility
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• v.18 no.1
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• pp.3-14
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• 2015

An ad endorser's gaze direction is a salient nonverbal cue that consumers use in responding to advertisements. The gaze direction influences consumers' social perceptions (e.g., attractiveness, credibility) of the endorser and advertising effectiveness (e.g., advertising attitudes, brand attitudes). Especially, the cerebral emotional asymmetry hypothesis suggests that an ad endorser's left-averted gaze can produce more positive social perceptions and advertising effectiveness than the right-averted gaze for right-handed consumers. This study examined the effects of three gaze directions (direct, left-averted and right-averted gaze directions) of unknown female ad endorser on Korean males' advertising responses (attractiveness-, credibility- and ad-effectiveness-related responses), using online experimental method. The results indicated that the ad endorser's direct gaze was more likely to increase both positive (correspondence bias) and negative (suspicion, deceptiveness) social perceptions of her than the right-averted gaze. The direct gaze also created more positive advertising effectiveness (advertising attitudes) than the right-averted gaze. However, the study failed to find consistent differences in responses between left-averted gaze and either direct or right-averted gaze.

• Science of Emotion and Sensibility
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• v.13 no.4
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• pp.741-752
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• 2010

City culture resources are critical elements to city brand strategies for improving city attraction and provide much contribution to induce visitors from competitive city. A city brand needs to be distinguished and differentiated from competing cities because they are all engaged in the similar environment of city. The differentiation of brand achievement has become increasingly important to highlight certain brand functions to include emotional, self-expressive, and symbolic functions since the importance of such functions has been further emphasized in promoting tourism activities. In particular, That is the recent role of city brand personality that has been emphasized in city management. In other words, visitors now freely and actively express their personalities or egos in tourism activities, taking an important role in construction of a brand asset. The study examines how culture resources affect city brand personality, relationship quality, and city brand royalty in the tourism city. The authors test the proposed model using data from Jeju tourists. The pivotal findings via the structural equation model in the study are as follows; 1) culture resources have been classified culture programs, culture infra, human resources, 2) The city brand personality has been classified as innovativeness, peacefulness, sophistication, confidence and dynamics; 3) The culture resources influenced on the city brand personality; 4) The city brand personality influenced on the satisfaction and involvement; 5) The satisfaction and involvement influenced on the loyalty. Results from the empirical study indicates that culture resources have a strong positive impaction on city brand personality. To increase tourist' royalty of city brand personality, managements must manage culture effectively and create friendly city brand personality to in accord with tourist needs.

• Science of Emotion and Sensibility
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• v.19 no.2
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• pp.3-18
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• 2016

This research, through video-based communication in a social video platform environment, studied the influence of the relationship between a video-watching subject and other watchers to that of the user's positive emotion and sense of community. Based on prior psychological theories called Social Impact Theory and Self-Monitoring Theory, the research built an actual video-based social video platform environment in order to verify an alternative utilizing new means of interaction based on videos. The result shows that under video-watching settings, user feels greater positive emotion and sense of community when the screen shows other people's reaction live and when him or her self's face is shown together, compared to when they are not shown. Also, based on the ANOVA analysis, the percentage of increase in positive emotion was greater when the two conditions mentioned above were provided synchronously compared to when they were not. The result of the research is expected to yield insights about a new form of social video platform.

• Science of Emotion and Sensibility
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• v.24 no.2
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• pp.13-24
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• 2021

In level 5 (mind-off) of autonomous driving, the autonomous vehicle passengers are expected to have various activities such as face-to-face meetings, working, relaxing, and watching movies. In particular, various changes in the interior space of the vehicle are expected. Moreover, according to the survey conducted by the American Automobile Association, 73% of the respondents reported that they were afraid to board autonomous vehicles. In level 5 of autonomous driving, the subject of safety was expected to be transferred to autonomous vehicles; thus, research should be conducted from the user's perspective. Recently, various studies have been conducted to secure the safety of fully autonomous vehicles. However, there are limited studies addressing the psychological safety of actual passengers. Therefore, this study conducted a questionnaire based on the AHP technique. Consequently, the automobile safety system's priority for securing passengers' psychological safety according to each type of indoor behavior was derived, and the interior space for securing the psychological stability of passengers was suggested based on the obtained results. This study offers a new direction for interior space design, satisfying the psychological safety of passengers. This study is important because it advocates that the interior environment of fully autonomous driving cars is expected to be designed to secure the user's psychological safety.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.1-16
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• 2021

Recently, crowdfunding has been receiving increased attention due to the variety of novel ways it provides for connecting funders and fundraisers. Concurrently, however, it has been criticized on the grounds of information asymmetry. We are interested in whether information collected from an asymmetric information source significantly influences crowdfunding success. Through this study, we would like to establish a social field of convergence pursued by Serve Science and to conduct practical research and practice together. First, we investigated the importance of interaction between funders and fundraisers within the crowdfunding platform. In the "comments" section, communication between funders and fundraisers reduces the degree of asymmetric information. In the aspect of presumable funders, they should make the best of the "comments" section to collect more solid information without losing return on their investment. Second, we analyze sentiment-based optimistic and pessimistic information from the "story" (asymmetric source) and "comments" sections. In conclusion, it shows that the optimistic and pessimistic information of the "comments" section has a great impact on crowdfunding success and that the influence of the "story" section is limited to pessimistic information under certain conditions. The crowdfunding platform is an innovative and productive way for startups and entrepreneurs to start a business, and since information an important role in the success of crowdfunding, It can be seen that it is essential to focus on establishing the best communication methods.