• Asia pacific journal of information systems
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• v.20 no.2
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• pp.157-180
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• 2010

Rapid development of information technology has generated a new industry and market. In particular, network technology such as the Internet and other computer networks made transaction activities switched from traditional offline commerce to e-commerce. Among them, digital content is bit-based object which is created and distributed through electronic environment. In particular, many entertainment contents such as the music, the movies, and the computer game softwares are main products. Although digital content commerce has high potential demand, it lacks the consideration about the factor related to maintaining existing customer such as customer loyalty and switching costs. There has been a number of research on customer loyalty and other factors affecting it in the traditional electronic commerce environment, but there is a lack of research which examines the characteristics of digital content. The study about the effect of switching costs on customer loyalty in digital content commerce is necessary because the customers of digital content commerce market are from those of other e-commerce market or traditional offline commerce market. In addition, customer loyalty and switching costs are important factors because they may build up greater customer retention. For that reason, this study focused on examining the relationships among switching costs, antecedents for switching costs, and customer loyalty in online digital music service industry. The study has three major purposes: (1) to find antecedents of switching costs on digital content commerce and examine effect of antecedents for switching costs; (2) to identify effect of switching costs on customer loyalty in digital content commerce and examine moderating effects of alternative attractiveness; (3) to identify the differences of antecedents for switching costs by contents transmission type(streaming service and downloading service). And, the online digital music service industry is selected in this study since there are many users and transactions incurring. To accomplish these purposes, a survey questionnaire was developed and distributed to 256 informants. Survey instrument was developed based on previous research and pre-established survey items. Total of 206 surveys are collected and used in the data analysis. Among the respondents, 56.8% is male and 43.2% is female. Also, 86 responses were streaming service user group and 120 responses were download service user group. These data was analyzed using regression analysis. Major findings of empirical analysis can be summarized as follows. First, switching costs have positive effect on customer loyalty in digital content commerce environment. Second, the influence of switching costs on customer loyalty increases under conditions of high alternative attractiveness. Third, DRM convenience and breadth of use have positive effect on switching costs. The findings imply that the digital content provider should pay more attention to switching costs in addition to customer satisfaction in order to attract customers. Also, increasing the convenience of DRM use by securing the convenience of user interface and expanding the support device and increasing the service use scope by providing diverse value-added service helps to create a switching barrier. The result of the study can become a practical use in marketing strategy for maintaining existing customer. In particular, switching barrier is very important under conditions of high competition in the online music service market. This study can be used as a basis for further studies about customer retention in digital content commerce.

• Journal of Distribution Science
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• v.13 no.11
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.

• Journal of Distribution Science
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• v.10 no.10
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• pp.45-57
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• 2012

Purpose - This study was conducted to evaluate service quality, perceived value, and satisfaction in the performing arts in order to establish a system of relationships that predicts repurchase intention, which increasingly needs to be studied as the domestic performing arts market grows. Research design, data, and methodology - Another purpose of this study is to identify 'work-related factors' and 'performing-arts-related factors' in the performing arts industry, and to observe the influence of the core SQ factors expected to influence audiences' purchase intentions through perceived value and customer satisfaction. The empirical study to test the hypothesis was based on a review of the literature and employed the survey method; data were collected from a total of 500 audience members. Results - The major results of the analysis are as follows. First, in terms of quality factors affecting perceived value, literary quality, level, professionalism, and musical quality were shown to have a significant influence as key factors from the performing arts perspective, while reliability, convenience, and related costs were indicated to exert a significant influence as additional factors related to work. Secondly, the quality factors with a significant influence on customer satisfaction were literary quality, professionalism, and musical quality, which were shown to have a significant influence from the performing arts perspective, while only reliability was indicated to exert a significant influence on work-related factors. Third, perceived value was shown to have a strong positive (+) influence on customer satisfaction, with both perceived value and customer satisfaction exerting a significant influence on the revisit intention. Finally, according to the results a difference analysis with demographic variables, viewing variables as moderating variables, differences according to gender were indicated in the influence of literary value and lel on perceived value, and in the influence of convenience and professionalism on customer satisfaction as well. Also, in terms of the influence of perceived value on customer satisfaction, males were found to be more influenced than females. Conclusions - Based on the above results, the suggested implications of the present study are as follows. First, through the consideration of not only the crucial work perspective in performing arts services, which has been inadequate in the past, but the additional performance-related level, the previously unevenly distributed viewpoints were expanded for application. Second, in verifying the relationship between expanded quality factors and the factors that determine consumer behavior while simultaneously considering key factors and additional related factors, work-related service quality factors were shown to exert a stronger influence on perceived value and customer satisfaction than performance-related factors. Third, for service factors related to performance, the reliability factor exerts an influence on perceived value and customer satisfaction, requiring that a performance planner secure and manage diverse channels to immediately support customer requests in providing performance theater services.

• The Journal of Bigdata
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• v.4 no.2
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• pp.159-173
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• 2019

Last-Mile delivery optimization plays a key role in the urban supply chain operation, which is the most expensive and time-consuming and most complicated part of the whole delivery process. The urban consolidation center (UCC) is regarded as a significant asset for supporting customer demand in the last-mile delivery service. It is the key benefit of UCC to improve the load balance of vehicles and to reduce the total traveling distance by finding the better route with the well-organized multi-leg vehicle journey in the urban area. This paper presents the model using multiple scenario analysis integrated with mathematical optimization techniques using Geographic Information System (GIS). The model aims to find the best solution for the distribution network consisted of DC and UCC, which is applied to the case of Ulaanbaatar Mongolia. The proposed methodology integrates two sub-models, location-allocation model and vehicle routing problem. The multiple scenarios devised by selecting locations of UCC are compared considering the general performance and delivery patterns together. It has been adopted to make better decisions the quantitative metrics such as the economic value of capital cost, operating cost, and balance of using available resources. The result of this research may help the manager or public authorities who should design the distribution network for the last mile delivery service optimization using UCC within the urban area.

• Journal of Korea Port Economic Association
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• v.23 no.4
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• pp.71-90
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• 2007

To induce container cargos to Gunsan port, we should struggle on securing the quantity of goods transported from the competitive Jeonbuk and Chungcheong areas by reducing transportation expenses by land, and make an activating plan for the international exchange between Gunsan port and nearby ports in China. As a result, if the plan to induce container cargos to Gunsan port is activated, the regular liners will stop at Gusan port. So the new sea route will be opened so that consignors can ship cargos in the proper time. The consignors will use Gunsan port frequently because of the reduction of distribution expenses. To do so, for the first, many incentives should be implemented to attract container cargos. In addition, various facilities should be fully equipped and improved. This paper is to improve the problems for which consignors, the shipping lines and forwarders may feel uncomfortable when they use Gunsan port. According to the research on the actual condition, the biggest problem in Gunsan port is the depth of water. The management, relation system, infrastructure and information system of Gunsan port are also insufficient. Therefore, this paper will make an alternative plan to improve these problems and help the container cargos induce to Gunsan port.

• 한국신재생에너지학회:학술대회논문집
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• 2009.11a
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• pp.298-298
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• 2009

미국의 DOE(Department of Energy)산하 EERE(Energy Efficiecy & Renewable Energy)에서 신재생 에너지 프로그램 평가를 하고 있다. 특히 General program evaluation Guide에는 많은 평가기관에서 제안되었던 5가지 방법 중 Outcome 평가는 프로그램의 목적을 얼마나 달성했는지를 측정하는 것으로 일정한 기간이 지난 후 프로그램의 목적을 달성함으로써 얻어지는 결과를 추산함으로써 그 기간 동안 프로그램이 의도했던 목적을 얼마나 잘 수행했는지를 보여준다. 한국에서 시행되고 있는 신재생에너지 보급 프로그램의 성과를 정량화 분석을 통하여 평가할 수 있어 국내 적용성이 크다. 본 연구에서는 미국 에너지부 EERE로부터 지원받아 NREL(National Renewable Energy Laboratory)에서 실행한 Utility Green Pricing 프로그램을 사례 분석하였다. Utility Green Pricing 프로그램은 1993년 시작되었으며 2002년 말 미국 전역의 300여개 시설을 통한 90개의 프로그램을 발전시킴으로써 소비자가 자발적으로 재생에너지 발전을 지원하기 위한 한 방법으로 최근 이런 프로그램 수는 증가하고 있다. 2002년 말 기준으로 국가 전기 사용자의 20%, 대략 270,000명의 소비자가 선택하였고 2002년 290MW급 재생에너지 설비용량과 2003년 140MW급 시설을 담당하였으며 미국 이외에 캐나다, 일본, 호주, 12개 유럽 국가들이 시행하고 있다. 이 프로그램 목표는 어떤 프로그램이 green pricing 프로그램의 소비자 참가와 재생에너지 구매의 최대화를 돕는지를 제공하는 것으로 Data Pool은 90개 프로그램 중 더 이상 실행하지 않는 4개를 제외한 86개로 응답률은 77%였다. 분석대상은 거주자와 비거주자로써 자료는 2003년 초 66개의 green pricing 프로그램의 질문서를 토대로 도출되었다. Green Pricing 프로그램 질문서는 참여, 지난해 판매, 재생에너지 공급, 할 증금(초과 구매력), 프로그램 디자인과 실행, 마케팅, 소비자를 위한 부가서비스 이렇게 총 7부분으로 나누어져있다. 특히 거주자와 비거주자와 참여, 재생에너지 판매량, 프로그램 수명, 사용하는 재생에너지의 종류, 프로그램 가격, 비용 할증료, 프로그램 평가의 종류, 프로그램 마케팅 노력, 참여자에게 제공되는 부수적 가치와 관련된 자료를 모으기 위해 실행되었다. 종속적 변수로 프로그램 유효성 측정과 관련된 비/거주자 참여와 재생에너지 구매를 선택하였으며 독립적 변수로 프로그램 디자인과 마케팅 특징을 들었다. 분석방법으로는 이변성과 다변성 통계적 분석을 이용하였다. 이변성 분석은 쉽게 개별적 독립 변수와 종속변수와의 직접적 관계를 보여주며 다변성 분석은 보다 정확한 영향 산정을 위해 선택한 복합적 독립변수를 이용하였다. 프로그램 유효성 측정을 위해 비/거주자 참여 퍼센트와 재생에너지 구매 퍼센트를 구하였다. 그러나 이 분석에 몇 가지 제한점이 있었다. 소비자 중 국외자의 영향으로 분석에 많은 영향을 주지 않지만 single utility 프로그램은 비거주자참여율과 재생에너지 구매율에 영향을 끼칠 가능성이 있으며 독립/설병변수를 프로그램성공을 위해 거듭 강조하지만 빠지거나 무딘 변수는 여전히 존재한다. 분석 대상이 2002년까지를 대상으로 하기 때문에 시간상의 지체 역시 문제가 될 수 있다. 다중공산성 역시 독립변수간의 상관관계가 나타나면서 발생된다. 하지만 몇 가지 재미있는 결과를 얻어냈다. 프로그램 기간이 소비자 응답에 영향을 미치며 초기 거주고객의 높은 구매력이 지속된다는 것이다. 가격 할증료와 최소 월사용료는 프로그램 성공 초기 결정요인이 되지 않는다. 작은 시설이 성공 달성가능성이 더 큰 것으로 나타났으며 비거주자의 사적 이득 제공 역시 성공 강화에 영향을 끼쳤다.

• Journal of Korean Society of Transportation
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• v.20 no.7
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• pp.43-50
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• 2002

Competition to attract the increasing container cargoes of North China and the West Japan in North-East Asia region is fairly intensed in recent days between the main ports of Korea, China, and Japan. Inducing a new container cargo make those countries possible to invest enormous fund to mordernize its port facilities, as well as to improve efficiency in Port operation and management. In this situation, Strategy to attract transshipment cargoes is of the immediate necessity, This study, therefore, aims to establish the feasible strategies to attract transshipment container cargoes in the North-East Asian region by empirical analysis, he major output of the research is as follows : First, Busan Port to attract transshipment cargoes is required to adjust port tariff and free storage period with flexibility for liner shipping companies and freight forwarder. Second, Price-Demand function of Busan port between main competitive ports in North-East Asian region that is derived from strategies to attract transshipment cargoes, helps marketing manager to fix scientifically port price as understanding the change of demand quantity.

• Proceedings of the Technology Innovation Conference
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• 2005.02a
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• pp.220-267
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• 2005

본 연구의 분석목표는 순요소증가형 CES 생산함수를 실증적으로 추정함으로써 한국 제조업부문의 기술변화의 유형을 규명하고 성장 ${\cdot}$ 고용 ${\cdot}$ 분배에 대한 기술진보의 파급효과를 분석하는 것이다. 이 분석결과를 토대로 하여, 본 연구는 성장 ${\cdot}$ 고용 ${\cdot}$ 분배를 동시적으로 추구할 수 있는 정책방향을 기술경제 패러다임의 시각에서 제시하였다. 본 연구의 실증적 분석결과는 다음과 같이 요약할 수 있다 : 한국 제조업부문의 기술변화의 유형은 Hicks형 비(非)중립적인 자본사용적(B(t)>0) 즉 노동절약적 기술진보인 것으로 추정되었다. 이 결과, 잠재적 고용수준은 감소될 수밖에 없었다. 또한, Hicks형 중립적 기술진보를 나타내는 총요소생산성 증가율(${\gamma}$)은 감소하였던 반면에, 비(非)중립적 기술진보를 나타내는 요소간 대체탄력도(${\sigma}$)와 자본집약도(${\delta}$)는 증가하였다. 이에 따라 노동(L)이 자본(K)으로 광범위하게 대체되었을 뿐만 아니라, 자본투입(K)이 노동투입(L)보다 상대적으로 더 빠르게 증가 (K/K > L/L 즉 k/k > 0)되었다. 이 결과, 소득분배구조가 악화 (S/S< 0)된 것으로 추정되었다. 그러므로, 오늘날 경제성장의 한계 봉착, 대량실업의 폭발, 계층간 갈등의 심화를 초래한 요인은, 성장 ${\cdot}$ 고용 ${\cdot}$ 분배를 동시적으로 추구하는 산업 ${\cdot}$ 기술경제정책을 일관성있게, 또한 과감히 추진하지 않았던 결과, 노동사용적 중소기업의 몰락, 노동의 생산효율성 증진을 위한 인적자본 투자의 미흡, 자본의 생산효율성 증진을 위한 자본절약적 기술진보의 저조, 총요소 생산성 증가의 부진, 만성적인 인플레이션에 의한 실질 임금수준의 하락 및 실물 자산가치의 상승 등이라고 말할 수 있다. 따라서 성장 ${\cdot}$ 고용 ${\cdot}$ 분배의 조화는 바로 노동효율 증가형 기순혁신이며, 이를 위한 인적자본에의 투자라고 말할 수 있다. 본 연구가 기술경제 패러다임(techno-economic paradigm)의 시각에서 제시하는 한국경제의 성장 ${\cdot}$ 고용 ${\cdot}$ 분배를 위한 정책방향은 다음과 같은 동태적발전과정으로 요약할 수 있다 : 기초과학연구능력 확충 ${\rightarrow}$ 소화 ${\cdot}$ 흡수 ${\cdot}$ 개량 ${\rightarrow}$ 토착화 능력의 배양 ${\rightarrow}$ 자체기술개발, 선진기술 도입, 산업간 및 산업내 기술확산, 국제기술협력 ${\rightarrow}$ 기술혁신의 촉진 ${\rightarrow}$ 총요소생산성과 기업경쟁력(자원 및 역량, 프로세스 경쟁력, 품질경쟁력, 시장경쟁력, 고객성과, 시장성과, 재무성과)의 제고 ${\rightarrow}$ 가격경쟁력(임금, 금리, 물류비용, 환율 등)과 비(非)가격경쟁력(디자인, 에프터서비스, 품질, 운송 등)의 제고 ${\rightarrow}$ 국가경쟁력의 제고 ${\rightarrow}$ 국제수지 흑자 ${\rightarrow}$ 성장 ${\rightarrow}$ 물가 및 고용 안정 ${\rightarrow}$ 분배 ${\rightarrow}$ 최대다수의 최대행복이다.

• Knowledge Management Research
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• v.22 no.1
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• pp.243-267
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• 2021

Sentiment represents one's own state through the process of change to stimulus, and emotion represents a simple psychological state felt for a certain phenomenon. These two terms tend to be used interchangeably, but their meaning and usage are different. In this study, we try to find out how it affects the helpfulness of reviews by classifying sentiment and emotion through online reviews written by online consumers after purchasing and using various products and services. Recently, online reviews have become a very important factor for businesses and consumers. Helpful reviews play a key role in the decision-making process of potential customers and can be assessed through review helpfulness. The helpfulness of reviews is becoming increasingly important in practice as it is utilized in marketing strategies in business as well as in purchasing decision-making issues of consumers. And academically, the importance of research to find the factors influencing the helpfulness of reviews is growing. In this study, Yelp.com secured reviews on restaurants and conducted a study on how the sentiment and emotion of online reviews affect the helpfulness of reviews. Based on the prior research, a research model including sentiment and emotions for online reviews was built, and text mining analyzes how the sentiment and emotion of online reviews affect the helpfulness of online reviews, and the difference in the effects on emotions It was verified. The results showed that negative sentiment and emotion had a greater effect on review helpfulness, which was consistent with the negative bias theory.

• Journal of the Korea Convergence Society
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• v.12 no.4
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• pp.259-266
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• 2021

This study is a study to systematize the R&D activities of social enterprises to derive a logical model of the R&D support policy, and aims to systematize the R&D activities based on the R&D demand survey and R&D activity analysis of social enterprises. R&D activities of social enterprises are at an early stage or are not systematic compared to general enterprises, so the process modeling method is used to group detailed activity elements to standardize and systemize them. As a result of the research, social enterprises are aware of the necessity and importance of R&D activities to secure competitiveness of products and services to increase social value, and because of their lack of R&D experience and capabilities, R&D specialized institutes (R&D planning institutes, government-funded research institutes), Universities, etc.) and are expected to improve R&D capabilities. The performance indicators of social enterprise R&D activities are derived in units of input-process-performance indicators through demand survey, activity analysis, and in-depth interview (FGI), and the logical model of R&D support policy is in the areas related to business strategy and performance.