• Information Systems Review
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• v.24 no.3
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• pp.43-68
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• 2022

With the growing demand for online food delivery (OFD) services via Online to Offline (O2O) platforms, it is required for academic researchers to identify the success factors of OFD businesses. In line with this, this research examines the impact of the core service attributes of a restaurant (hygiene, interactivity, trust,and popularity) on business success in the OFD platform context from the perspective of information asymmetry. Furthermore, the moderating effects of hygiene factor between the core service attributes and the success of restaurants are evaluated. We utilize 1,146 restaurants registered on the largest OFD platform in Korea. The results of this study demonstrate that hygiene (certification), trust (franchise), popularity (favorite) factors have positive impacts on the success of OFD businesses. Moreover, we find that franchise restaurants with high response rates to customer reviews and inquiries achieve higher sales when they have hygiene certifications than those without the certification do. The key findings bear significant contributions to prior literature by empirically substantiating the pivotal role of service quality signals in fostering restaurant success on the OFD platforms. In addition, this study provides business implications for restaurants in O2O platform.

• 한국벤처창업학회:학술대회논문집
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• 2024.04a
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• pp.17-20
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• 2024

우리는 대표적인 디지털 플랫폼인 온라인 음식 주문 배달 산업을 대상으로 디지털 경제의 긴꼬리 효과를 계량화한다. 특히, 코로나19 시기를 거치면서 음식배달플랫폼 입점으로 인한 긴꼬리 효과의 변화 양상을 고찰한다. 배달의민족에 입점한 음식점 15,000곳을 무작위로 선별하고 이들 매장의 2019년부터 2021년까지 전체 주문 정보를 취합(aggregation)하여 선형로그변환 후 기울기를 추정하여 디지털 경제의 긴꼬리 효과를 실증 분석하였다. 2019년부터 2021년까지 관찰기간 동안 음식 배달 플랫폼 활용 음식점 주비모수 분포의 긴꼬리 효과는 강건하게 관찰되었다. 이는 코로나19 이후 음식배달 플랫폼을 통한 음식점의 디지털 전환이 틈새시장 확장에 일정 부분 기여하였음을 의미한다. 또한, 긴꼬리 효과는 객단가가 높을수록 매출액 상위 집단일수록 더 커지는 반면, 비황금 시간대 매출비중이 높은 경우 긴꼬리 효과가 통계적으로 유의하게 증가하지 않았다. 이 결과는 피자, 족발 등 단가가 높고 비교적 배달서비스가 활발한 카테고리에서 음식 주문 및 배달 산업의 디지털 전환 효과가 증가한다는 업계 실무자들의 관찰과 부합한다. 타 업종에서도 상대적으로 경쟁이 치열한 시장 구분에서 디지털 경제의 긴꼬리 효과가 보다 강건하게 관찰될 것이라고 여겨진다. 음식점 간 경쟁강도가 상대적으로 약한 비황금시간대 매출비중이 긴꼬리 효과에 통계학적으로 유의한 영향을 주지 않는다는 실증결과 또한 동일한 함의가 있다.

• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.974-976
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• 2022

코로나19 확산 이후 온라인 주문 배달 음식 시장 규모가 커짐에 따라 다양한 음식 배달 모바일 플랫폼이 상용화되고 있다. 기존 배달 서비스의 기능 및 사용자 인터페이스(UI)를 분석한 결과, 비시각장애인의 관점에서만 편리성이 확보되고 있다는 것을 파악했다. 또한 시각장애인을 대상으로 한 인터뷰를 통해, 기존 배달 애플리케이션의 복잡한 UI로 인해 많은 시간이 소요된다는 문제점을 알 수 있었다. 이에 본 연구에서는 시각장애인 대상의 인터뷰와 관찰을 기반으로 사용자의 pain point를 극복할 수 있는 사용자 경험 중심의 배달 플랫폼을 개발하고자 한다. 서비스 이용 과정의 간소화, 시각 장애인을 위한 맞춤형 UI 제공, 접근성 강화를 통해 플랫폼 구성을 차별화한다. 이를 통해 시각장애인 사용자의 배달 플랫폼 이용을 수월하게 하고 장애인의 편리한 생활을 보장하기 위한 서비스들이 향후 많이 개발될 수 있도록 동기를 부여한다. 또한, 본 연구를 확장하여 '시각장애인의 키오스크 사용 관련 이슈 해결 방안'을 향후 연구 주제로 제안한다.

• Journal of Intelligence and Information Systems
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• v.28 no.4
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• pp.119-133
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• 2022

One of the most important current features of food related industry is the growth of food delivery service. Another notable food related culture is, with the advent of Youtube, the popularity of Mukbang, which refers to content that records eating. Based on these background, this study intended to focus on two things. First, we tried to see the impact of Youtube Mukbang and the sentiments of Mukbang comments on the number of related food deliveries. Next, we tried to set up the predictive modeling of chicken delivery order with machine learning method. We used Youtube Mukbang comments data as well as weather related data as main independent variables. The dependent variable used in this study is the number of delivery order of fried chicken. The period of data used in this study is from June 3, 2015 to September 30, 2019, and a total of 1,580 data were used. For the predictive modeling, we used machine learning methods such as linear regression, ridge, lasso, random forest, and gradient boost. We found that the sentiment of Youtube Mukbang and comments have impacts on the number of delivery orders. The prediction model with Mukban data we set up in this study had better performances than the existing models without Mukbang data. We also tried to suggest managerial implications to the food delivery service industry.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.161-180
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• 2023

This study empirically analyzed the effect of perceived injustice on service recovery measures proposed by online food delivery service (OFDS) companies on consumer disappointment. This study adopted interaction justice, information justice, procedural justice, and distributive justice as sub-variables of justice perception based on the justice theory. In addition, the differences by generation (MZ generation and other generations) were examined in the relationship between negative word-of-mouth behavior and switching intentions due to service recovery failure. An online survey was conducted targeting 250 adult consumers in the U.S for the empirical analysis of this research model. The results of the data analysis demonstrated that negative perceptions about the procedural justice and distributive justice among the service recovery strategies had a positive effect upon the consumer's disappointment. Furthermore, it was confirmed that the consumer's disappointment due to the perceived injustice of the service recovery strategy had a positive effect on the consumer's negative word-of-mouth behavior and switching intentions. The verification results of the moderation effect in the relationship between negative word-of-mouth behavior and switching intention, it was found that the younger the age(MZ generation), the higher the possibility of causing dysfunctional behavior. This study expands the scope of related research by presenting a new perspective on the justice perception in the service recovery process by verifying dysfunctional behavior of consumers caused due to the failure of the service recovery strategy. It is believed that the results of this study will be used as basic data for the establishment of practical strategies for OFDS companies to prevent double defection of their customers.

• KOREAN POULTRY JOURNAL
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• v.54 no.4
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• pp.112-115
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• 2022

코로나-19로 인해 외출이 줄어들먼서 비대면 식료품 주문 및 배달·테이크아웃 등의 온라인 음식 주문이 크게 늘었다. 축산물에서도 점점 온라인 구입에 대한 선호도가 높아지고 있다. 이에 본지는 지난 8년 전부터 발 빠르게 회원제를 통한 배송 전문으로 계란을 판매하고 있다는 경기도 포천시 아라리농장을 찾았다.

• The monthly packaging world
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• s.328
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• pp.96-99
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• 2020

최근 코로나19의 영향으로 외식과 오프라인 쇼핑이 줄고 배달음식과 온라인 쇼핑이 늘어나면서 플라스틱 폐기물에 대한 우려가 커지고 있다. 위생 문제로 일회용 플라스틱 사용량이 늘어나는 것은 물론, 배송을 위한 플라스틱 포장 사용량 역시 더욱 늘어날 것으로 보이기 때문이다. 이처럼 우리는 포스트 코로나시대에도 플라스틱 없이는 살 수가 없다. 그렇다면 플라스틱은 환경문제의 주범이라는 오명을 벗기 위해서는 무엇을 해야 하는가? 우리나라 플라스틱 산업의 산증인이자 업계 최고의 전문가인 민남규 제이케이머티리얼즈(주)/자강그룹 회장을 만나 플라스틱 폐기물 문제에 대한 해결 방안을 들어보았다.

• The Journal of the Korea Contents Association
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• v.22 no.2
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• pp.695-709
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• 2022

This study examined the mothers' stress level as it related to meal preparation and a change in food consumption during the Covid-19 pandemic. I asked mothers about the difficulties related to meal preparation, changes in food consumption, and their interest in food and health information using in-depth research methods. As a result, food delivery and online food consumption have markedly expanded as eating out has decreased. Mothers tried to serve fresh food at home because they perceived delivery food as unhealthy. They stick to it more vigorously with their younger children. As the result of analysis on determinants of food consumption, their interest in organic food is higher when mothers' ages are younger with higher income. However, mothers with a low level of education tend to be uninterested in it. Therefore, the ages of the children and mothers, household income, and education levels all had an effect on food consumption behaviors.

• Knowledge Management Research
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• v.24 no.4
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• pp.153-176
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• 2023

Generative AI, especially conversational AI like ChatGPT, has recently gained traction as a technological alternative for automating customer service. However, there is still a lack of research on whether current generative AI technologies can effectively replace traditional human managers in customer service automation, and whether they are advantageous in some situations and disadvantageous in others, depending on the conditions and environment. To answer the question, "Can generative AI replace human managers in customer service activities?", this study conducted experiments and surveys on customer online reviews of a food delivery platform. We applied the perspective of the elaboration likelihood model to generate hypotheses about whether there is a difference between positive and negative online reviews, and analyzed whether the hypotheses were supported. The analysis results indicate that for positive reviews, generative AI can effectively replace human managers. However, for negative reviews, complete replacement is challenging, and human managerial intervention is considered more desirable. The results of this study can provide valuable practical insights for organizations looking to automate customer service using generative AI.

• Journal of Digital Convergence
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• v.20 no.4
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• pp.225-234
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• 2022

Voice commerce has emerged as a key channel for consumer searches and purchases. This study examines the continuance use intention of voice commerce, applying value-based adoption model. An online survey was conducted with 470 consumers who has experienced with voice commerce. As participants were who buys and purchases goods; or a user who uses food delivery service in voice commerce context. This study used SPSS 23.0 and Amos 23.0 for descriptive analysis, correlation analysis, confirmatory factor analysis, and structul equation modeling analysis. These reaults are as follows. First, usefuleness and response accuracy were significantly influenced the perceived value of voice commerce. Second, functional risk was significantly influenced the the perceived value of voice commerce. Third, perceived value was significantly influenced the continuance use intention of voice commerce. These results enhance understanding of voice commerce users and provide insight into the service provider of voice commerce.