• KOREAN POULTRY JOURNAL
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• v.35 no.4 s.402
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• pp.120-121
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• 2003

• The Optical Journal
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• s.130
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• pp.42-44
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• 2010

세기P&C(대표 이봉훈, www.saeki.co.kr)는 단순히 사진영상 관련 브랜드를 판매하는 회사로 머무는 것을 거부한다. '고객감동'을 마케팅의 기치로 삼는 만큼 철저한 애프터서비스는 기본이고 사진문화를 창출해내고 이끌어가는 중심 역할을 하고자 한다. 일반인들을 대상으로 한 사진강좌, 마케팅 공모전, 소년원 내 포토스쿨 지원 등 사진을 매개로 한 다양한 활동을 통해 사진문화를 새롭게 만들어 나가는 세기 P&C를 들여다보았다.

• Journal of Korean Society for Quality Management
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• v.29 no.1
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• pp.173-183
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• 2001

This paper investigates service quality in the automobile service industry. The model used to study service quality in the domestic automobile industry is "SERVQUAL", introduced by Parasuraman, Zeithaml and Berry. Using this model, we survey consumer′s expected and perceived service qualities. The gap between these qualities is analyzed in five quality dimensions. We test whether these gap scores are different depending on the service providing company.

• JOURNAL OF ELECTRICAL WORLD
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• s.300
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• pp.78-83
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• 2001

미쓰비시電機가 제안하는 에너지솔루션은, 고객의 에너지절약, 코스트절약 및 환경개선의 파트너로서 현장에 밀착하여 에너지의 종합엔지니어링력(力)(에너지 발생$\cdot$공습$\cdot$이용기술)과 IT를 구사하여, 고객의 에너지와 관련된 여러 가지 과제(부분적인 과제에서 고객 전체의 에너지과제까지)에 대하여 에너지절약 컨설테이션, 설계시공, 설비리스, O&M, 에너지 공급, 에너지운용관리까지 폭넓게 고객과 함께 해결해 오고 있다. 그 일환으로서 동사는 마이크로 가스터빈의 코제너레이션 시스템''마이크로 에코터보 MTG-28''을 분산전원의 레퍼터리로서 제품화하고 동시에 분산전원에 의한 전$\cdot$열공급 서비스사업을 적극적으로 전개하고 있다. 동사는 Capstone사 제품인 28kW 마이크로 가스터빈을 이용하여 열이용을 포함한 코제너레이션 패키지를 개발하고 또한 고객의 큰 관심사항인 메인터넌스에 대해서도 24시간 원격감시하는 시스템을 실용화하여 애프터서비스 체제를 정비하고 있다.

• 보일러설비
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• s.54
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• pp.80-87
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• 1998

[ $\ulcorner$ ]애프터서비스(A/S)는 제품판매후 단순히 잘못된 것을 수리해 주는 뒷처리사업이 아니라 새로운 영업의 시작이며 회사의 이미지를 만드는 일등공신입니다.$\lrcorner$ 가스보일러 제조업체에서 A/S업무를 책임지고 있는 한 관계자의 말이다. 현대는 서비스 경쟁의 시대다. 제품 및 새기술의 개발만큼이나 서비스분야가 중요하다는 의미다. 이에 따라 서비스사업 뿐만 아니라 제품제조업체도 $\ulcorner$친절$\lrcorner$, $\ulcorner$정확$\lrcorner$, $\ulcorner$신속$\lrcorner$ 이라는 3박자를 갖춘 A/S제도를 갖추는 것이 필수과제로 되어있다. 특히 가스보일러는 동절기 난방용으로 사용하는 제품이어서 신속$\cdot$정확이 생명이라고 할 수 있다. 또 가스보일러는 다른 전자제품과는 달리 제품의 고장이 CO중독 등 사고와 직결된다는 점에서 A/S의 중요성이 강조된다.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.36 no.2
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• pp.39-48
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• 2013

The development of mobile communication technology is transforming the market of mobile communication devices, which is used to be merely for simple communication, into the one which offers features of personal digital assistant (PDA), fax communication and Internet access. Unlike a mobile phone which comes out as a complete package and whose functions cannot be changed, a smart phone can be upgraded by its user, adding or removing apps as he pleases. OS's of smart phones are iOS-based Apple, Google Android, Window Mobile, and others. Due to its convenience and powerful features, many people use smart phones its high price. On the other hand, consumer complaints are rising on poor A/S for occasional malfunction. This study analyzes how A/S cases can be classified into groups according to quality factors. We evaluate factors such as consumer impression and consumer satisfaction. By dual quality evaluation using KANO method, we would like to show the different A/S strategy for smart phones, compared with mobile phones.

• Journal of Distribution Research
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• v.10 no.3
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• pp.87-101
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• 2005

Market segmentation has been an important issue in marketing for a long time. Many models and statistical methods have been developed by many scholars. The purpose of this research provides one insight for market segmentation based on clustering technique in channel benefit sought. We proposed a sequential approach in market segmentation. A sequential approach means that we do market segmentation by multi-stage method based on the benefits sought in marketing channel. To achieve this approach, we divided the main benefits sought into subcategories. That is to say, after dividing each benefit sought into more detailed concepts, we did market segmentation sequentially.

• Proceedings of the Korean Institute of Building Construction Conference
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• v.y2004m10
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• pp.91-94
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• 2004

The demand for apartments is decreasing as the condition of housing market in Korea has changed. Therefore, construction companies have to understand the needs of the customers to win over them. It is important for construction companies not only to supply customers with high quality apartments but also to provide them high service quality for a long range plan. One of the important service of the construction companies is after-service(A/S) that includes the defect management. The inhabitants' unsatisfactory defect management will worse the image of the company among the future customers. Also A/S is one of the best way for the company to create good impression to the customers. so the defect management carried out by construction firms has to satisfy the inhabitants. In this study. the degree of association between inhabitants satisfaction and the company's image is proved and the factors of the inhabitants dissatisfaction in defect-management are presented. The major factor that causes dissatisfaction is the long service time of the defect management. Therefore, shortening the time of process taken to deal with the defects would allow construction outfits to satisfy their customers effectively and to be more competitive ones in the Korean apartment market.

• Journal of Digital Convergence
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• v.11 no.3
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• pp.255-262
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• 2013

Modern smart phone on the Determinants of Customer Satisfaction Analysis In this study, the future should be the basis for the development of products to meet customers' phone makers smart. Were the factors that affect the study design, size, and ease of use of the screen, a pandemic, the application of the five items on the customer satisfaction. Customer satisfaction to determine the difference between the factors in the manufacturers appeared to be factors in the design, size, ease-of-use of the screen, after-sales service, durability, pandemic, brand awareness, and application.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.32 no.1
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• pp.137-146
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• 2009

Researches on after-sales quality have centered on home electric appliances, figuring out how factors influencing after-sales service quality are causally related to customer's behavioral intentions, via consumer satisfaction as an intermediary parameter In most cases of after-sales service in home electric appliances, upon customer's request, service agents make a visit to where the appliance is installed, and check the product and do repairs. However, in case of a small portable device such as a cell phone, which people carry around at all times, most of the times customers themselves show up at the after-sales center, and demand a check-up and repairs. The main difference here is that the after-sales services are provided when a product can no longer perform its basic function and customer dissatisfaction is already up. In this case, the basic function of a product corresponds to must-be factor according to Kano model. The goal of our research is to identify critical factors for effective and efficient after-sales service, and how to monitor them on a routine basis. In our research, the quality after-sales service consists of three dimensions, interactive quality, result quality, and physical environment quality. We set up variables for each dimension, which would measure from customer's perspective key determining factors in service delivery process. Instead of focusing on customer satisfaction aspect, we focused on how after-sales service factors contribute to addressing customer complaints. Additionally, our future research would aim to verify how customer's behavioral intentions are affected, as the resolution of consumer complaints becomes more successful when adjustment of relevant quality factors improves after-sales service quality.