• Title/Summary/Keyword: 고객절도

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Customer Misbehavior in Retail Settings: The Customer's Viewpoint (유통환경에서의 고객 부정행동: 소비자 관점의 고찰)

  • Park, Kyung-Ae
    • Journal of the Korean Society of Clothing and Textiles
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    • v.34 no.7
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    • pp.1126-1137
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    • 2010
  • Customer misbehavior is a behavior that disrupts generally accepted behavioral norms in consumption situations. This study examined customer misbehavior in retail settings by identifying behavioral patterns and exploring behavioral backgrounds and consequences from a customer viewpoint. Qualitative data were collected from individual in-depth interviews, and 149 interviews were analyzed. Customer misbehavior was categorized into unethical returns, problem behaviors in service encounters, shoplifting/fraud, ill-mannered behaviors, and selfish behaviors. Motivations included monetary gain, adventurism, perceived acceptability of misbehavior, planned unfair complaints, and retaliation. Customers showed a negative image to unkind employees and stores yielding to misbehaviors that were learned and socialized among customers. The study further discusses implications.

A study on the improvement of the agreement for electric service toward the competitive power market (전력경쟁시대 대응 전기기본공급약관 개선연구)

  • Oh, Jae-Shin;Lee, Jong-Woo;Lee, Gwang-Jik;Kim, Gi-Ho;Lee, Jae-Woo
    • Proceedings of the KIEE Conference
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    • 2009.07a
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    • pp.119_120
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    • 2009
  • 현행 약관은 '89년도 약관제정이후 수십 차례 부분개정만이 이루어져 문맥정비, 고객이 이해하기 쉽도록 용어순화, 의미 명확화, 약관의 불공정성 및 불합리한 규정을 개선할 필요가 있는바, 민법, 약관 규제법 등 관련 법률에 기초한 공정하고, 고객과의 권리의무관계 및 법률관계가 명확한 약관을 만들고자, 용어와 표현을 통일 및 변경하였으며, 장 절 및 조문 표제의 변경, 조문과 약관의 체계화 및 전기실무의 반영과 개선을 하였다. 그리고 개정사항중 쟁점사항에 대한 검토를 심도 있게 하였으며, 약관을 주제별로 구분 통합 및 체계화를 하였다. 이는 향후 전기공급약관의 개정 기초 자료로 활용할 예정이다.

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Trends of automobiles in the 1980's (1980년대의 자동차 동향)

  • 송철조
    • Journal of the korean Society of Automotive Engineers
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    • v.3 no.1
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    • pp.13-18
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    • 1981
  • 세계는 자원쟁탈전장으로 변모하는 느낌을 주고 있는 가운데 세계경제가 석유에 얼마나 크게 좌우되고 있는가는 두 차례에 걸친 석유 파동에 의하여 여실히 증명된 바 있다. 더욱이 석유가 격의 불안정한 상황하에서 자동차에 있어서 필수적인 석유에 대한 소비절약은 자동차산업에 절 대적인 과제가 될 것이며, 이밖에 안전, 고해, 소음 등에 대한 각국의 규제가 1980년대에는 더욱 가중될 것으로 보인다. 또한 고객은 정부의 볍규제와는 달리 보다 개선된 쾌적성, 자동차 및 부품에 대한 신뢰성, 내구성 및 정비성 등을 자동차업계에 강요하게 될 것이다. 따라서 자동차설 계자나 제조기술자는 이 양대요구사항들을 만족시키기 위하여 어떤 방안을 강구할 것인지 각종 문헌을 토대로 예측하여 보기로 한다.

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Analysis of Success Factors For Creating A Korean Theme Park - With a Focus on Culture Contents-Based Theme Park Strategy - (한국형 테마파크 조성을 위한 성공 요인 분석 - 문화콘텐츠 기반형 테마파크 전략을 중심으로-)

  • Lee, Kee-ho;Kim, Hyeong-soo
    • Cartoon and Animation Studies
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    • s.51
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    • pp.321-359
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    • 2018
  • A theme park, in general, can be defined as a space that has both 'theme factor' and 'hands-on factor'. But theme parks in Korea are not recognized as having unity even though they provide diverse services, because they lack in a theme factor, which is the essence of a theme park. On the other side of the issue, themes and concepts that a theme park claims to stand for are not consistent, and they fail to provide representative themes as well. For this reason, although a business plan to invite overseas theme parks is pushed ahead, it causes a vicious circle to weaken the competitive edge of domestic theme park industry as well as capital outflow. Consequently, from a theoretical viewpoint, a theme park with no specific theme is in critical situation to be out of the limelight by failing to provide visitors with purposefulness and attract their attention. To overcome the limitations in domestic theme park industry, and to gain profitability and expanded customers lie in heightening their receptiveness through creating unique image of each theme park. With the awareness of the issue, this study aims to propose a theme-centered park which has culture contents in it and to suggest a viable alternative that helps to create hands-on theme parks that reflect customers' receptiveness.

A Study on the Service Mix Strategy of Manufacturing Firms - Based on the Power Process - (제조기업에서 서비스믹스 전략에 관한 연구 - 파워프로세스 접근을 중심으로 -)

  • Ahn, Hee-Jun;Lee, Kyung-Hwan
    • Korean Business Review
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    • v.20 no.2
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    • pp.61-85
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    • 2007
  • Competitiveness of a firm essentially depends on the value of the product or service the firm supply. Product or service of high value derives customer purchase activity. Service mix is the process which creates competitiveness by value creation for customers through optimal combination of physical characteristics of product and service. This research is to contribute competitiveness increase of Korean manufacture industry by study of the effect of service mix as to the business competitiveness. Usually competitiveness advantage approach relies on the industry structure competition theory and the resource-based approach. However, it is said that, while the industry structure competition theory helps finding attractive industry, it rarely helps finding which companies succeed or fail in the specific industry. The resource-based viewpoint approach is limited in that this cannot provide any theory or systematic frame for the analysis even though it has contributed a lot to the competitiveness increase. Power process approach is applied to this study in order to overcome this limit and to Increase the business competitiveness. Power process is the process to create the value, the source of power by interaction of power elements, value, needs, environment and relation, the five power determination elements. Power process is a process that creates value to satisfy the power objective for the attainment of the goals of the power subject. This study is to contribute for the manufacture industry by establishing service mix strategy from the power process viewpoint.

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A Case Study on Application of the Menu Engineering Technique in Government Offices Contract Foodservice (관공서급식소의 메뉴엔지니어링기법을 적용한 메뉴분석 사례연구)

  • Rho, Sung-Yoon
    • Journal of Nutrition and Health
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    • v.42 no.1
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    • pp.78-96
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    • 2009
  • The purpose of this study was to analyze and evaluate the menu served in government offices foodservice by using Kasavana & Smith's Menu-Engineering. Sales and food costs were collected from the daily sales reports for a year from Jan 2 to Dec 31 in 2007. Calculation for menu analysis and customer's data were done by computer using the MS 2003 Excel spreadsheet program and SPSS 12.0 package program. Menu mix% (MM%) and unit contribution margin were used as variables by Kasavana & Smith. Four possible classifications by Menu-Engineering technique were turned out as 'STAR', 'PLOWHORSE', 'PUZZLE', 'DOG'. The main menus served during a year were 128 dishes and about 141 peoples visited this restaurant daily. The mean age of the men was $44.1\;{\pm}\;6.3$, women were $32.7\;{\pm}\;6.4$ and showed that was statistically higher than that of women (p < .0001). The rates of STAR menus were 'Western style (75.0%)', 'guk/tang-ryu (48.1%)', 'jjigae/ jeongol-ryu (23.1%)', 'bap-ryu (17.2%)' in sequence. There were no STAR menus in gui/jorim/jjim-ryu. PLOWHORSE menus were 'gui-ryu (75.0%)', 'guk/tang-ryu (29.6%)', 'bap-ryu (27.6%)' in sequence. There were no PUZZLE or DOG menus in 'jjigae/jeongol-ryu'. PUZZLE menus were 'jorim/jjim-ryu and Myeonryu (each 33.3%)', 'bap-ryu (31.0%)' in sequence. PUZZLE menus were a lots of 'Chinese food (75.0%)' and 'myeonryu (55.6%)'. This study provides the basic data based on regularly menu analysis method applied the scientific menu analysis techniques in government offices food services, I'd like to suggest that the menu management must be done based on the necessity and result of menu analysis according to the seasonal and middle, long-term plans.

What Everyone Who is "in" concrete Should Know About Concrete (콘크리트를 다루는 사람이 알아야 하는 콘크리트에 관한 것)

  • 최석환
    • Magazine of the Korea Concrete Institute
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    • v.11 no.4
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    • pp.61-67
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    • 1999
  • 물론 이 글이 콘크리트 분야에 종사하는 사람이 알아야 하는 모든 것을 언급하지는 않는다 ; 본인의 저서 'Properties of Concrest'의 판매에 나쁜 영향을 주고 싶지도 않다. 내가 원하는 것은 콘크리트를 제작할 때 우리 모두가 주의를 기울여야 하는 중요한 몇 가지를 강조하는 것이다. 포트랜드 시멘트만 들어있는 보통의 콘크리트가 사용되는 시대는 이미 사라져가고 있고, 단순한 응용을 제외하고는 곧 사라질 것이다. 대부분의 경우는 가능한 일련의 시멘트계 재료 중에 선택을 해야 한다. 혼화제, 특히 고성능 감수제는 중요한 역할을 한다. 물을 많이 첨가하는 것이 작업성을 높이는 유일한 방법도 아니고 최선의 방법도 아니다. 성능을 기준으로 한 기준설정에 관여하는 사람은 이 모든 것을 명심해야 한다. 그렇지 않으면 시방기준에 명시된 규정과 근원적인 요구사항이 잘못 이해되고, 시험배합을 통해서만 잘못되었다는 것이 분명해지게 된다. 그 단계에서는 예상보다, 비록 틀린 것이지만, 더 많은 비용이 들 것이다. 시방규정은 통상적인 조항 외에 갈수록 내구성에 관심을 더 많이 보인다. 가끔은 내구성이 구조물의 기대수명에 대한 연수로 표현되기도 한다. 이 숫자를 배합재료에 관한 자료로 변환시키는 데는 여러 배합재료 및 배합비가 콘크리트의 성질에 미치는 영향에 관하여 깊이 알고 있어야 한다. 모든 사람이 그러한 구체적인 지식을 가질 필요는 없지만, 각 조직마다 상의할 수 있는 사람은 있어야 한다. 엔지니어가 언급한 규정이 따로 없고, 도면의 주를 참고하거나 구체적인 절이 명시되지 않은 상태에서 국가 시방기준을 통해서 조금씩 내용을 수집해야 하는 경우의 상황은 더 난감하다. 이러한 경우는 배합설계나 재료의 선택을 책임지고 있는 사람이, 환경에 대한 노출조건 및 필요한 배합재료에 관하여 잘 알고 있어야 한다. 일반적으로 말해서 콘크리트의 배합은 필요한 특정용도에 따라서 선택되어야 한다. 이것이 사람들이 고성능 콘크리트라 부르는 것이라고도 할 수 있다. 내 생각으로는 고성능 콘크리트와 보통 콘크리트의 경계는 곧 사라질 것이고, 앞으로 대다수 고객에게 주문 콘크리트 혹은 맞춤 콘크리트를 제공해야 할 것이다. 만약 이러한 접근방식에 더 많은 비용이 든다면, 그것을 보상하는 방법은 콘크리트에 대한 이미지를 높이고, 또한 앞으로 모든 용도에 계속적으로 이용될 수 있도록 하는 것이다. 아니면 구조물을 보수하고, 보수한 것을 또 보수하고, 해체하고 해야 할 것이다. 결국은 재활용 골재를 생산할 수 있다고 웃으면서 말할지 모르지만, 이런 식으로는 불만을 지닌 사용자가 콘크리트를 가능하면 멀리하게 만들 것이다. 콘크리트는 절대 심각한 경쟁에 처하지 않을 것이라는 가정은 무모하다. 내가 배합비에 대해서 강조해 왔지만, 이것으로 최종적으로 좋은 콘크리트가 된다는 보장은 없다. 비빔에서는 일반적으로 큰 문제는 없지만 골재에 함유된 수분을 더 잘 제어해야하고 주의를 게을리하지 말아야 한다. 비빔시간은 모든 재료가 잘 섞이기에 충분해야 하는데, 마이크로 실리카가 포함되어 있을 경우에는 더욱 그렇다. 단위시간당 믹서의 작업량을 높이기 위해서 충분히 비비지 않아서는 안된다. 그리고 마지막으로, 콘크리트가 타설되고 다져진 후, 적절하게 양생이 되어야 한다. 마이크로 실리카가 배합에 사용되었을 경우에는 특히 그러하지만, 이것은 모든 콘크리트에서 양생을 잘하는 것이 피복부에서 유해물질이 유입되는 것을 최소화하고 철근을 완전히 보호하는데 있어서 절대적이다. 내가 지금까지 말한 것은 콘크리트에 관한 충분한 지식과 이해를 필요로 한다. 이것은 당연하고 또한 적절한 것이라고 생각한다. 왜냐하면 더 이상 콘크리트를 수준낮은 싸구려 재료로 간주해서는 안되기 때문이다.

Development of Quality Assurance Program for the On-board Imager Isocenter Accuracy with Gantry Rotation (갠트리 회전에 의한 온-보드 영상장치 회전중심점의 정도관리 프로그램 개발)

  • Cheong, Kwang-Ho;Cho, Byung-Chul;Kang, Sei-Kwon;Kim, Kyoung-Joo;Bae, Hoon-Sik;Suh, Tae-Suk
    • Progress in Medical Physics
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    • v.17 no.4
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    • pp.212-223
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    • 2006
  • Positional accuracy of the on-board imager (OBI) isocenter with gantry rotation was presented in this paper. Three different type of automatic evaluation methods of discrepancies between therapeutic and OBI isocenter using digital image processing techniques as well as a procedure stated in the customer acceptance procedure (CAP) were applied to check OBI isocenter migration trends. Two kinds of kV x-ray image set obtained at OBI source angle of $0^{\circ},\;90^{\circ},\;180^{\circ},\;270^{\circ}$ and every $10^{\circ}$ and raw projection data for cone-beam CT reconstruction were used for each evaluation method. Efficiencies of the methods were also estimated. If a user needs to obtain an isocenter variation map with full gantry rotation, a method taking OBI image for every $10^{\circ}$ and fitting with 5th order polynomial was appropriate. However for a mere quality assurance (QA) purpose of OBI isocenter accuracy, it was adequate to use only four OBI Images taken at the OBI source angle of $0^{\circ},\;90^{\circ},\;180^{\circ}\;and\;270^{\circ}$. Maximal discrepancy was 0.44 mm which was observed between the OBI source angle of $90^{\circ}\;and\;180^{\circ}$ OBI isocenter accuracy was maintained below 0.5 mm for a year. Proposed QA program may be helpful to Implement a reasonable routine QA of the OBI isocenter accuracy without great efforts.

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The Effect of Common Features on Consumer Preference for a No-Choice Option: The Moderating Role of Regulatory Focus (재몰유선택적정황하공동특성대우고객희호적영향(在没有选择的情况下共同特性对于顾客喜好的影响): 조절초점적조절작용(调节焦点的调节作用))

  • Park, Jong-Chul;Kim, Kyung-Jin
    • Journal of Global Scholars of Marketing Science
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    • v.20 no.1
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    • pp.89-97
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    • 2010
  • This study researches the effects of common features on a no-choice option with respect to regulatory focus theory. The primary interest is in three factors and their interrelationship: common features, no-choice option, and regulatory focus. Prior studies have compiled vast body of research in these areas. First, the "common features effect" has been observed bymany noted marketing researchers. Tversky (1972) proposed the seminal theory, the EBA model: elimination by aspect. According to this theory, consumers are prone to focus only on unique features during comparison processing, thereby dismissing any common features as redundant information. Recently, however, more provocative ideas have attacked the EBA model by asserting that common features really do affect consumer judgment. Chernev (1997) first reported that adding common features mitigates the choice gap because of the increasing perception of similarity among alternatives. Later, however, Chernev (2001) published a critically developed study against his prior perspective with the proposition that common features may be a cognitive load to consumers, and thus consumers are possible that they are prone to prefer the heuristic processing to the systematic processing. This tends to bring one question to the forefront: Do "common features" affect consumer choice? If so, what are the concrete effects? This study tries to answer the question with respect to the "no-choice" option and regulatory focus. Second, some researchers hold that the no-choice option is another best alternative of consumers, who are likely to avoid having to choose in the context of knotty trade-off settings or mental conflicts. Hope for the future also may increase the no-choice option in the context of optimism or the expectancy of a more satisfactory alternative appearing later. Other issues reported in this domain are time pressure, consumer confidence, and alternative numbers (Dhar and Nowlis 1999; Lin and Wu 2005; Zakay and Tsal 1993). This study casts the no-choice option in yet another perspective: the interactive effects between common features and regulatory focus. Third, "regulatory focus theory" is a very popular theme in recent marketing research. It suggests that consumers have two focal goals facing each other: promotion vs. prevention. A promotion focus deals with the concepts of hope, inspiration, achievement, or gain, whereas prevention focus involves duty, responsibility, safety, or loss-aversion. Thus, while consumers with a promotion focus tend to take risks for gain, the same does not hold true for a prevention focus. Regulatory focus theory predicts consumers' emotions, creativity, attitudes, memory, performance, and judgment, as documented in a vast field of marketing and psychology articles. The perspective of the current study in exploring consumer choice and common features is a somewhat creative viewpoint in the area of regulatory focus. These reviews inspire this study of the interaction possibility between regulatory focus and common features with a no-choice option. Specifically, adding common features rather than omitting them may increase the no-choice option ratio in the choice setting only to prevention-focused consumers, but vice versa to promotion-focused consumers. The reasoning is that when prevention-focused consumers come in contact with common features, they may perceive higher similarity among the alternatives. This conflict among similar options would increase the no-choice ratio. Promotion-focused consumers, however, are possible that they perceive common features as a cue of confirmation bias. And thus their confirmation processing would make their prior preference more robust, then the no-choice ratio may shrink. This logic is verified in two experiments. The first is a $2{\times}2$ between-subject design (whether common features or not X regulatory focus) using a digital cameras as the relevant stimulus-a product very familiar to young subjects. Specifically, the regulatory focus variable is median split through a measure of eleven items. Common features included zoom, weight, memory, and battery, whereas the other two attributes (pixel and price) were unique features. Results supported our hypothesis that adding common features enhanced the no-choice ratio only to prevention-focus consumers, not to those with a promotion focus. These results confirm our hypothesis - the interactive effects between a regulatory focus and the common features. Prior research had suggested that including common features had a effect on consumer choice, but this study shows that common features affect choice by consumer segmentation. The second experiment was used to replicate the results of the first experiment. This experimental study is equal to the prior except only two - priming manipulation and another stimulus. For the promotion focus condition, subjects had to write an essay using words such as profit, inspiration, pleasure, achievement, development, hedonic, change, pursuit, etc. For prevention, however, they had to use the words persistence, safety, protection, aversion, loss, responsibility, stability etc. The room for rent had common features (sunshine, facility, ventilation) and unique features (distance time and building state). These attributes implied various levels and valence for replication of the prior experiment. Our hypothesis was supported repeatedly in the results, and the interaction effects were significant between regulatory focus and common features. Thus, these studies showed the dual effects of common features on consumer choice for a no-choice option. Adding common features may enhance or mitigate no-choice, contradictory as it may sound. Under a prevention focus, adding common features is likely to enhance the no-choice ratio because of increasing mental conflict; under the promotion focus, it is prone to shrink the ratio perhaps because of a "confirmation bias." The research has practical and theoretical implications for marketers, who may need to consider common features carefully in a practical display context according to consumer segmentation (i.e., promotion vs. prevention focus.) Theoretically, the results suggest some meaningful moderator variable between common features and no-choice in that the effect on no-choice option is partly dependent on a regulatory focus. This variable corresponds not only to a chronic perspective but also a situational perspective in our hypothesis domain. Finally, in light of some shortcomings in the research, such as overlooked attribute importance, low ratio of no-choice, or the external validity issue, we hope it influences future studies to explore the little-known world of the "no-choice option."