• Journal of Service Research and Studies
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• v.14 no.1
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• pp.77-90
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• 2024

This research aims to investigate methods of leveraging generative artificial intelligence in service sectors where consumer sentiment and experience are paramount, focusing on minimizing hallucination phenomena during usage and developing strategic services tailored to consumer sentiment and experiences. To this end, the study examined both mechanical approaches and user-generated prompts, experimenting with factors such as business item definition, provision of persona characteristics, examples and context-specific imperative verbs, and the specification of output formats and tone concepts. The research explores how generative AI can contribute to enhancing the accuracy of personalized content and user satisfaction. Moreover, these approaches play a crucial role in addressing issues related to hallucination phenomena that may arise when applying generative AI in real services, contributing to consumer service innovation through generative AI. The findings demonstrate the significant role generative AI can play in richly interpreting consumer sentiment and experiences, broadening the potential for application across various industry sectors and suggesting new directions for consumer sentiment and experience strategies beyond technological advancements. However, as this research is based on the relatively novel field of generative AI technology, there are many areas where it falls short. Future studies need to explore the generalizability of research factors and the conditional effects in more diverse industrial settings. Additionally, with the rapid advancement of AI technology, continuous research into new forms of hallucination symptoms and the development of new strategies to address them will be necessary.

• Journal of Service Research and Studies
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• v.13 no.1
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• pp.186-200
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• 2023

This study aims to improve the usability of the white cane, which is walking equipment that most local visually impaired people use and carry when going out, and to contribute to the prevention of safety accidents and the walking rights of visually impaired people by providing improvement and resolution measures for the problems identified. Also, this study is a study on the visually impaired, primarily targeting the 1st to 2nd degree visually impaired people, who cannot go out on their own without walking equipment such as a white cane, corresponding to 20% among approximately 250,000 blind and low vision people in the Korean population. In the study process, the concept has been developed from the user's point of view in order that the white cane becomes a real help in the walking step of the visually impaired and the improvement of usability of the white cane, the main walking equipment for the visually impaired, are done by problem identification through the Double Diamond Model of Design Thinking (Empathize → Define → Ideate → Prototype → Test (verify)). As a result of the investigation in the process of Empathy, a total of five issues was synthesized, including an increase in the proportion of the visually impaired people, an insufficient workforce situation to help all the visually impaired, an improvement and advancement of assistive devices essential for the visually impaired, problems of damage, illegal occupation, demolition, maintenance about braille blocks, making braille block paradigms for the visually impaired and for everyone. In Ideate and Prototype steps, situations derived from brainstorming were grouped and the relationship were made through the KJ method, and specific situations and major causes were organized to establish the direction of the concept. The derived solutions and major functions are defined in four categories, and representative situations requiring solutions and major functions are organized into two user scenarios. Ideas were visualized by arranging the virtual Persona and Customer Journey Map according to the situation and producing a prototype through 3D modeling. Finally, in the evaluation, the final concept derived is a device such a smart cane for guidance for the visually impaired as ① a smart cane emphasizing portability + ② compatibility with other electronic devices + ③ a product with safety and convenience.