• Proceedings of the Technology Innovation Conference
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• 2004.06a
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• pp.170-213
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• 2004

생산자 중심에서 소비자 중심으로의 경영 패러다임이 변화함에 따라, 이제 디자인 경영(design management)의 시대가 도래하였다 즉, 제반 기능의 활동이 독립적이고 순차적으로 이루어지는 기존 경영방식(즉, 제품 개발 $\rightarrow$ 제품 디자인 $\rightarrow$ 제조 $\rightarrow$ 마케팅 $\rightarrow$ 판매)과는 달리, 디자인 경영은 디자인을 중심으로 제반 기능간의 통합과 조정을 이룬다. 이 결과, 디자인 경영은 조직간의 커뮤니케이션을 활성화시키며 소비자의 추상적인 욕구가 구체적으로 상품에 표현되도록 노력한다. 이렇게 함으로써, 디자인 경영은 기업 이미지 창조의 역할을 적극적으로 수행하는 것이다. 이와 같은 소비자 중심의 경영은 과거 제품의 판매(sales)지향적이던 기업 활동을 소비자와의 관계(relationship)지향적으로 변화시키고 있다. 본 연구의 분석 목적은 제품 디자인을 품질경쟁력의 결정요인으로서 포함시켜 품질경쟁력의 평가모형을 개발하고 품질경쟁력의 결정요인 및 상관관계와 품질함수를 추정함으로써 제품 디자인 및 디자인 경영의 기능적 역할을 규명하고 디자인 경쟁력 수준을 평가 및 측정할 수 있는 모형을 정립함과 동시에 이를 제고할 수 있는 정책방향을 제시하는 것이다. 이로써, 본 연구는 신상품의 개발과정에서 어떻게 제품 디자인이 연구개발, 제조, 마아케팅, 판매 등의 제반 기능들과 상호 작용하며 이들 기능들의 통합과 조정을 추구할 수 있는가를 보여주는 디자인 경영의 이론적 기초를 제공하고자 함이다. 상기와 같은 연구목적과 분석목표를 위하여, 한국 제조업 부문의 400개 표본기업에 대하여 소정의 설문조사를 통하여 추출된 측정변수들을 기초로 품질경쟁력의 결정요인을 분석하고 품질경쟁력 지수를 도출하여 산업부문별 및 제품유형별로 비교하였으며, 품질함수를 추정하였다. 전술한 분석결과를 토대로, 디자인 경영이론의 기초를 제공하기 위한 시도로서 제품 디자인의 파급효과와 인과관계에 대한 가설검정을 실시하였다. 본 연구의 분석 결과는 다음과 같이 요약될 수 있다. (1) 품질경쟁력의 결정요인으로서 주요 제품들의 기능성, 기본 성능, 제품성과의 기술적 성취도, 제품 수명(내구성), 신뢰성, 핵심 기술력, 사용 편의성, 서비스 편의성, 생산 용이성, 제품 디자인의 우수한 정도가 a=0.01 수준 하에서 유의적으로 추정되었다. 이들 변수들 중에서 품질경쟁력에 가장 큰 영향을 미치는 측정변수는 제품의 기본 성능, 수명(내구성), 신뢰성, 제품 디자인의 순서로 추정되었다. 이것은 한국 제조업이 아직 산업 디자인이 품질경쟁력에 크게 영향을 미치는 성숙단계에 이르지 못하였음을 의미한다. (2) 제품 디자인에게 영향을 끼치는 유의적인 변수는 연구개발력, 연구개발투자 수준, 혁신활동 수준(5S, TPM, 6Sigma 운동, QC 등)이며, 제품 디자인은 우선 품질경쟁력을 높여 간접적으로 고객만족과 고객 충성을 유발하는 것으로 추정되었다. 상기의 분석결과로부터, 본 연구는 다음과 같은 정책적 함의를 도출하였다. 첫째, 신상품 개발과 혁신을 위한 포괄적인 연구개발 프로젝트를 품질 경쟁력의 주요 결정요인(제품의 기본성능, 신뢰성, 수명(내구성) 및 제품 디자인)과 연계하여 추진해야 할 것이다. 둘째, 기업은 디자인 경영 마인드 제고와 디자인 전문인력 양성을, 대학은 디자인 현장 업무를 통하여 창의력 증진과 기획 및 마케팅 능력 교육을, 정부는 디자인 기술개발 및 디자인 교육지원의 강화를 통하여 각각 디자인 경쟁력$\rightarrow$품질경쟁력을 제고시켜야 할 것이다.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.63-80
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• 2019

This study presents strategic implications for enhancing the competitiveness of the comprehensive health examination center through the study of its impact on the switching barrier with medical service value and medical service satisfaction as parameters. In order to achieve the purpose of this study, a total of 324 questionnaires were analyzed for customers who received health examinations at the general examination center. Covariance structure analysis was performed to test hypotheses and causal relationships. The results showed that the physical environment had a significant effect on the medical service value and medical service satisfaction. The value of medical service also had a significant effect on medical service satisfaction. The value of medical service was found to affect the transition barrier, but the satisfaction of medical service did not affect the transition barrier. The implications of this study are that physical environment has a significant effect on medical service value and medical service satisfaction. Therefore, modern medical equipment should be equipped with the latest medical equipment to minimize accurate examination and misdiagnosis through modernization of medical examination center. In addition, since the value of medical service has a significant effect on the switching barrier, it is necessary to establish a plan to enhance the value of medical service. We need to promote sustainable customer retention and creation of new customers through differentiated screening items and cost advantages over competitors. In addition to check-up services, efforts should be made to enhance the value of services such as strengthening medical communication and medical complex cultural spaces, and at the same time, establish an organizational culture of customer-first examination centers through the placement of excellent personnel and continuous education.

• Korea Journal of Hospital Management
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• v.7 no.4
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• pp.57-101
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• 2002

These days, the environment of hospital marketing is changing rapidly. The level of expectation and demand of patients have become greater and more diversified, and patients have more alternatives in selecting hospitals. The standard of hospital selection and the type of using hospital have been changed, and competition among hospitals has been accelerated due to the opening of the medical market through globalization. Accordingly, differentiation strategies are critical in hospital marketing. The quality of medical service oriented toward patient satisfaction becomes a strong strategic weapon to secure a hospital's competitive advantage. Therefore, marketing and communication strategies should be focused on patient-oriented, rather than hospital-oriented. Considering the changes in the hospital environment and the increase in the patients' expectation level, this study categorizes doctors' communication styles into four different ones: trust-type, professional-type, cooperation-type, and control-type. The effects of these communication styles on patient satisfaction were empirically examined. The moderating roles of the patient's characteristics and clinical characteristics between the doctors' communication styles and patient satisfaction were also investigated to find out managerial implications for hospital management. To achieve such goals, data were collected from patients of 12 general hospitals in Busan. The data were analyzed to test research hypotheses that examine 1) the relationships between doctors' communication styles and patient satisfaction, 2) the moderating roles of the patient characteristics and clinical characteristics in the research model, and 3) the impact of patient satisfaction on positive word-of-mouth and repurchase. The following summarizes the major results of this research. First, the data showed that patient satisfaction varied across doctors' communication styles. Trust-type style had the strongest impact on patient satisfaction while control-type style had the weakest influence on patient satisfaction. Professional-type style and cooperation-type style also had positive effects on patient satisfaction but the impact of the two are not statistically different. Second, significant differences in terms of patient satisfaction were found depending upon demographic variables such as gender, marital status, age, occupation, and education. Patient satisfaction, however, was consistent across varying income groups. Third, patients' medical insurance types were also related to patient satisfaction. It implies that a doctor may need to use different communication styles depending on a patient's medical insurance type. Fourth, out-patient and in-patient showed a different level of satisfaction with varying communication styles. Fifth, highly professional knowledge and strong control can influence patient satisfaction depending on the characteristics of the patient treatment field. Sixth, patient satisfaction were proved to have significantly positive effects on word-of-mouth and repurchase. The implications drawn from this study must be tempered by its limitations. First of all, the subjects used in this study were patients in Busan and small- and medium-size hospitals were excluded from the research. Therefore, future research should examine the research model by using a variety of hospitals and clinics throughout Korea. Another research agenda has to do with finding more determinant and moderating variables which will increase an explanatory power of the model. In short, this study may be the first empirical research that investigates the effects of doctors' communication styles on patient satisfaction. Interestingly enough, the results showed that each communication style had a unique impact on patient satisfaction. The findings from this research can be very useful in developing hospital marketing strategies.

• Cartoon and Animation Studies
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• s.36
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• pp.553-572
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• 2014

In this paper, for the evaluation of the ease of a particular Web site (www.appbelt.net), insert the log tracking code for Google Analytics in a page of the Web site to collect behavioral data of visitor and has studied the improvement measures for the problems of the Web site, after the evaluation of the overall quality of the Web site through the evaluation of Coolcheck. These findings set the target value of the company's priority (importance) companies want to influence the direction of the business judgment are set up correctly, and the user's needs and behavior will be appropriate for the service seems to help improvement.

• The Journal of Society for e-Business Studies
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• v.24 no.2
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• pp.71-89
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• 2019

In order to come up with satisfying product and improvement, firms use traditional marketing research methods to obtain consumers' opinions and further try to reflect them. Recently, gathering data from consumer communication platforms like internet and SNS has become popular methods. Meanwhile, with the development of information technology, mobile companies are launching new digital products for children to protect them from harmful content and provide them with necessary functions and information. Among these digital products, Kids Phone, which is a wearable device with safe functions that enable parents to learn childern's location. Kids phone is relatively cheaper and simpler than smartphone but it is noted that there are several problems such as some useless functions and frequent breakdowns. This study analyzes the reviews of Kids phones from domestic mobile companies, identifies the characteristics, strengths and weaknesses of the products, proposes improvement methods strategies for devices and services through SNS consumer analysis. In order to do that customer review data from online shopping malls was gathered and was further analyzed through text mining methods such as TF/IDF, Sentiment Analysis, and network analysis. Customer review data was gathered through crawling Online shopping Mall and Naver Blog/$Caf\acute{e}$. Data analysis and visualization was done using 'R', 'Textom', and 'Python'. Such analysis allowed us to figure out main issues and recent trends regarding kids phones and to suggest possible service improvement strategies based on sentiment analysis.

• Journal of the Korea Convergence Society
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• v.13 no.4
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• pp.261-270
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• 2022

For mobile online games, this study examines how use pursuit propensity, use interest, use, service quality, and system quality, which are attributes that evaluate the use value and benefit for Chinese users, have an effect on use satisfaction. Empirical analysis results; all composing factors of four attribute had a positive effect, and the degree of effect was different according to game types in use interest and use, service quality. In terms of use pursuit, there was no difference between game types, and innovation pursuit and relationship pursuit were found to be similarly important effecting factors. In terms of use interest, there was a difference between game types. Sense of solidarity in single-player game and sense of achievement in multi-player game was found to be the most important effecting factor. In terms of service quality, there was a difference between game types. Easy of game in single-player game and function of game in multi-player game was the most important effecting factor. In terms of system quality, use convenience was found the most important effecting factor without difference between game types. Based on these results, this study suggested a strategy to enhance game development and loyalty to companies in the game industry.

• Journal of Korean Home Economics Education Association
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• v.34 no.1
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• pp.1-16
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• 2022

This study was performed to develop educational materials in the form of card news that can be easily accessed on mobile phones or the Internet for milk intake education of the elderly based on the scientific evidence and their needs. The themes included in the card news were selected based on the literature and focus group interviews with 10 elderly individuals (78.10±6.66 years old). For the selected themes, information that elderly users most want to know was selected for the purpose of effective communication, while reflecting the eating habits, lifestyle, living environment, and nutrition and health status of the elderly in Korea. The draft of the card news was reviewed by the researcher, consulted by experts, and surveyed with 50 elderly individuals (70.44±5.16 years old). Based on the results of the review, consultations, and the survey, a final draft of the card news consisting of 12 pages was completed. The card news of the present study is expected to be an effective educational material considering the high level of satisfaction (higher than 4 on the 5-point scales) indicated by the survey respondents. Therefore this card news is expected to help increase milk intake through friendly milk education for the elderly.

• Korea Trade Review
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• v.43 no.5
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• pp.203-232
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• 2018

Gobizkorea is an online B2B matching platform operated by the Small & Medium Business Corporation. Gobizkorea provides an opportunity for resource-poor SMEs to promote their products and exploit new market opportunities at low cost. The successful operation of Gobizkorea will contribute to the increased exports of Korean SMEs. Accordingly, the present study examined determinants of foreign buyer loyalty toward Gobizkorea.com focusing on country image, e-service quality, and satisfaction. One hundred two survey questionnaires were collected from U.S. buyers registered with Gobizkorea.com. Exploratory and confirmatory factor analysis confirmed three dimensions of e-service quality including information & efficiency, reliability & privacy, and prompt communication & delivery. The path analysis results showed that the country image of Korea significantly and positively affected these three dimensions of e-service quality. Information & efficiency and reliability & privacy positively influenced buyer satisfaction. Reliability & privacy and satisfaction had a positive impact on buyer loyalty. This study enhances the understanding of the foreign buyers use of the domestic e-market platform by examining of determinants of U.S. buyer loyalty toward Gobizkorea.

• The Korean Journal of Franchise Management
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• v.9 no.3
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• Asia Marketing Journal
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• v.10 no.2
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• pp.125-151
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• 2008

Both companies and consumers are highly interested in on-line customer reviews which enable consumers to share their experience and knowledge about products. In this study, after classifying real reviews into context units and deriving categories, we analyzed differences between categories based on channel(manufacturers' homepage/ shopping mall), product attribute(search/experience) and price(high/low). The method to derive categories is based on roughly adopting constructs of ACSI model and elaborate and repetitive classification of real reviews. We set up the classification category with 3 levels. Level 1 consists of product and service, level 2 consists of function, design, price, purchase motive, suggestion/user-tip and recommendation/repurchase in product and AS/up-grade and delivery/others in service and level 3 is composed of details of level 2 of category. We could find remarkable differences between channels in all 8 items of level 2 of category. As the number of context units in homepage is more than in shopping mall, we found reviews in homepage is more concrete. Moreover, overall satisfaction in review was higher at homepage's. Also, in product attribute dimension, we found different patterns of reviews in design, purchase motive, suggestion/user-tip, recommendation/repurchase, AS/up-grade and delivery/others and no difference in overall customer's satisfaction. In price dimension, we found differences between high and low price in design, price and AS/up-grade and no difference in overall customer's satisfaction.