• Korea Trade Review
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• v.43 no.3
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• pp.27-46
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• 2018

By conducting a survey on Vietnamese customers' attitude towards domestic and international franchise coffee shops, the purpose of this research is to examine the impacts of service quality and customer equity on customer satisfaction, customer trust and customer loyalty. Based on this research's results, solutions for service improvements were considered to help franchise coffee shops improve customer satisfaction, customer trust and customer loyalty. Specific results were as follows. First results suggest that service quality has positive impact on customer satisfaction and customer trust. Secondly, in terms of customer equity, relationship equity has positive impacts on customer satisfaction and customer trust; However, although brand equity has positive impacts on customer satisfaction, it does not affect customer trust. Finally, customer trust has direct and positive influences on customer satisfaction and customer loyalty. Based on these results, this research proposes practical and theoretical implications and limitations for future research.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.33 no.4
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• pp.73-92
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• 2022

This study intends to design a model that can effectively service policy data necessary for the implementation of new national agenda in order to provide high-quality policy information services that go beyond those of the existing Policy Information Portal (POINT) of National Sejong Library. To this end, it was determined that providing an integrated search environment, in lieu of data search through individual access, was necessary. Subsequently, four possible models for a national agenda service model were presented. First, designing a computerized system for both interface and electronic information source aspects was proposed for the national agenda service system operation. Second, designing the Linked Open Data system and the time-series service system for national policy information, providing the translation service of overseas original data, and securing the researcher's desired data were presented for the national agenda service information source operation. Third, strengthening public relations for policy users, building and promoting the site brand, operating SNS channels, and reinforcing the activation of auxiliary materials and the accessibility of external services were proposed for public relations of national agenda service. Fourth, expanding the information network with Open API, cloud service, and overseas libraries was proposed for collaborating and cooperating with the agenda service.

• Journal of Intelligence and Information Systems
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• v.17 no.4
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• pp.193-212
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• 2011

Mobile instant messaging service is surfacing to an important keyword in the mobile market together with popularization of Smart phones. Mobile instant messaging service in Korea has become popular to the degree of 87.9% usages from total Smartphone holders, and it is expected that using populations will be more enlarged afterwards if considering a fact that its populations of Smartphone is continuously being increased after exceeding 10 million persons (Trend Monitor, June 2011). In the instant messaging market where competitions have been deepened day by day, raising customer's royalties will be the key for company's business survivals and goals of corporate marketing strategies. It could be said that understanding on which factors affect to customer retentions and royalties is very important. Specially, as changing status is being progressed very quickly in case of innovative mobile services like the instant messaging service, research necessities on how many do consumers use the services after accepting them, how much do consumers use them variously, and whether does it connect to long-term relations have been increased, but studies on such matters are in insufficient situations actually. Therefore, this study examined on which effects were affected to use-diffusion and loyalty factors from perceived customer vales' factors having been occurred after accepting the mobile instant messaging service, namely 'functional value', 'monetary value', 'emotional value', and 'social value'. Also, the study looked into what kind of roles do the service usage and using variety play to service's continued using intents as a loyalty index, recommending intents to others, and brand switching intents. And then the study laid the main purpose in trying to provide implications for enhancing customer securities and royalties on the mobile instant messaging service through research's results. The research hypotheses are as follows; H1: Perceived values will affect influences to royalties. H2: Use-Diffusion will affect influences to loyalty. H3: Perceived value will affect influences to loyalty. H4: The use-diffusion will play intermediating roles between perceived values and loyalty. Total 276 cases among collected 284 ones were used for the statistical analysis by SPSS ver. 15 package. Reliability, Factor analysis, regression were done. As the result of research, 'monetary value' and 'emotional value' affected to 'usage' among perceived value factors, and 'emotional value' was appeared as affecting the largest influence. Besides, the usage affected to constant-using intents and recommending intents to others, and using varieties were displayed as affecting to recommending intents to others. On the other hand, 'Using' and 'Using diversity' were appeared as not affecting to 'brand switching intentions'. Meanwhile, as the result of recognizing about effects of perceived values on the loyalty, it was appeared such like 'continued using intents' affected to'functional value', 'monetary value', and 'social value' first, and also 'monetary value', 'emotional value', and 'social value' affected to 'recommending intents to others'. On the other hand, it was shown such like only 'social value' affected influences to 'brand switching intents', and thus contrary results with the factor 'constant-using intents' were displayed. So, it seems that there are many applications to service provides who are worrying about marketing strategies for making consumer retains (constant-using) and new consumer's inductions (brand-switching intents). Finally, as a result of looking into intermediating roles of the use-diffusion factor in relations between conceived values and royalties at hypothesis 4, 'using' and 'using diversity' were displayed as affecting significant influences all together. Regarding to research result's implications, for expanding and promoting continued uses of the mobile instant messaging service by service providers: First, encouraging recognitions on the perceived value connected to users' service usage are necessary. Second, setting up user's use-diffusion strategies are required so as to enhance the loyalty after understanding a fact that use-diffusion patterns affecting to the service's loyalty are different. Finally, methods of raising customer loyalties and making constant relationships have to be grouped by analyzing on what are the customer value's factors that can satisfy users in competitive alterations.

• Journal of Digital Convergence
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• v.17 no.9
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• pp.421-428
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• 2019

This study includes services that require six professional guides - health care, exhibition performance, restaurant, shopping, business and daily life - as well as a trip-based tour, along with solving existing problems that may occur on domestic and overseas trips, and proposes services that connect users with proven professional guides. As a result of previous research, the most needed services among overseas travel were air tickets, accommodation, transportation, and guides, but as Korea enters an aging society, professional guide services are expected to increase daily demand. Based on this, the service technology, user scenarios and brand development were presented. This Service Proposal provides users with a personalized guide to knowledge or experience that they have not previously known, providing them with a wealth of experience. In addition, guides can help develop new fields of expertise and help improve professional guides' capabilities. Finally, the platform service is meaningful in that it enables the creation of jobs by enabling everyone to engage in economic activities, as it allows users to provide services through their own capabilities while at the same time being convenient for them.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.531-542
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• 2012

Purpose: This study examines the causal relationship among perceived call center service quality, perceived brand personality, and service loyalty. Methods: This study employs call center services in mobile phone, credit card, and internet shopping, to collect data from respondents via on-line survey, and analyzes causal relationship among above-mentioned three constraints. Results: Perceived call center service quality has a positive impact on perceived brand personality and service loyalty. Perceived brand personality has a positive impact on service loyalty. Cognitive loyalty has a positive influence on attitudinal loyalty. Attitudinal loyalty has a positive impact on behavioral loyalty. Perceived brand personality has a mediating effect towards perceived call center service quality and service loyalty. Conclusion: In order to improve service loyalty, it is necessary to understand diverse variables. Call center service companies are required to find the ways to improve their service quality, while positively applying the techniques of differentiating the brand personality used by manufacturing companies.

• Journal of Information Technology Services
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• v.15 no.3
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• pp.127-145
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• 2016

This paper aims to investigate empirically how brand trust can be formed from the customer-brand relationship through a direct use of firm's SNS in B2B context. The brand trust is fundamental elements to understanding of long-term relationship in a B2B context. To achieve the objectives of this study, data collection is through a personally administered questionnaire, and a total of 180 questionnaires was collected from the buyer or supplier who frequently visited partner's firm SNS. Excluding missing data, 120 usable data were analyzed. From the results, first, three SNS motivations (i.e. Information, social and entertainment) has a positive impact on the perceived value of SNS (i.e. perceived usefulness and perceived enjoyment). Second, the perceived usefulness and perceived enjoyment positively affect customer-brand relationship (brand intimacy, brand attachment). Third, the customer-brand relationship is positively related to brand trust. Implications, limitations and future research directions of the study were also discussed. These findings help managers in developing and implementing the relation between SNS use and a customer-brand relationship for long-term relationship in B2B.

• Journal of Information Technology Services
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• v.13 no.4
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• pp.1-17
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• 2014

Domestic and international energy and eco-friendly companies take advantage of social media for image enhancement and product promotion. However, there were no in-depth empirical analysis to verify specific effectiveness of social media use in these sectors. The purpose of this study is to reveal the key factors that are considered to use social media effectively for energy and eco-friendly companies. For this purpose, we regarded the effectiveness of social media as Post Awareness and Word of Mouth. Characteristics of social media as a medium were measured separately, media richness and media genre, as independent variables of social media effectiveness. We investigated 413 posts in Facebook brand page of energy and eco-friendly companies and conducted a content analysis. As a result, post awareness of users was greater when post has richer media such as video. For media genre, word of mouth appeared to be greater when the posts provide information.

• Journal of Information Technology Services
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• v.17 no.1
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• pp.17-32
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• 2018

The city image is considered one of important symbolic and important factors in selecting the travel destination. Many cities are trying to be an attractive and popular city to tourists through the construction of a good brand image by utilizing their representative characteristics. This study measures the city brand image by applying a big data analytic method. In addition, the big data measurement results were rearranged and analyzed to identify further detailed city images by utilizing several previous interpretation methods. Our study has chosen Dubai since this city has the diverse images due to its regional as well as economic characteristics. In particular, nowadays Dubai has been recognized as one of the most important touristic places in the Middle East region for its modern and innovative images in spite of the limitations of location, weather, religion, and even political issues of neighbor countries. Founded on a big data analysis rather than a questionnaire-based survey, the presented interpretation methods are evaluated to improve the understanding of Dubai's diverse city images. In addition, based on the results of this research, it is expected to have a practical impact on establishing the effective marketing strategies to build and implement the valuable city brand image.

• The Inventors News
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• no.48
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• pp.1-16
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• 2006

축사/발명 유비쿼터스 선도하는 언론 지향/'발명하는 사람들' 창간 4주년 맞다/'발명하는 사람들' 창간 4주년을 축하합니다/반도체 공정분야 특허 출원 급증/운동화에도 웰빙 바람/공기청정기 특허출원 꾸준한 증가/차세대 반도체 특허, 회로.응용 분야에 집중/맥주, 이제 병이 아닌 플라스틱 용기에/특허고객콜센터, 품질인증 획득/특허청,'찾아가는 특허검색서비스' 제공/직무발명보상 개정법 관련 세미나/'쟁점별 특허소송 가이드북'제작/특허청 연구회, 고객감동 경영의 밑거름/한국특허정보원,2006 한국서비스대상 공공부문 대상 수상/현대차, 특허침해 찾으면 로열티 10% 지급/나이키 짝퉁, 한해 3백60만 켤레 적발/특허청, 자동차부품연구원과 업무협약/휴대용 포토 프린터 특허 출원 증가/역사 속의 발명품/하루 10분 발명교실/특허Q&A/한국여성발명협회 13년 발자취/미니인터뷰/이공계 대학교수 대상 특허정보 세미나 개최/실용신안 등록출원, 우선심사 대상 확대/자료 수집을 소홀히 마라/특허청 간부진, 고객 현장 속으로/삼성, 중국 저명상표로/포스코, 특허시스템 가동/도미다의 원너 커트/월마트, 짝퉁 '펜디' 판매로 망신살/일본, '지적재산권 입국' 계획 마련/미국-유럽연합, 짝퉁 퇴치 나선다/특허청, 자체 브랜드 '특허로' 첫상표출원/인청 부평지식재산센터, 발명가 초청강연회 개최/'2006 피츠버그 국제전' 에서 국내 발명가 수상/세계 최고 4대 건강식품/특허법원, 책 제목 출판사 소유로/한국여성발명협회 회원사 발명품 가이드/'2006년 여대생 발명캠프'/

• Journal of Korean Library and Information Science Society
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• v.49 no.2
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• pp.1-23
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• 2018

The goal of this study is to suggest policy tasks for the public library in Seoul. For this goal, researcher compared macroscopically the gap between the Seoul city and the global competitiveness city using the core index of the public library, and analyzed microscopically the level of the Seoul city and the metropolitan cities and provinces focusing on the public library infrastructure and service index. Next, researcher evaluated the public library policies by linking the "2030 Seoul City Master Plan" and the "Library and Reading Culture Revitalization Plan". Based on the results, researcher proposed branding for global knowledge culture capitals, advancement of core competencies and systems of libraries, composition of citizen centered knowledge culture ecosystem, maximization of citizen's service satisfaction and expected benefits as future-oriented policy tasks of public libraries in Seoul.