• The Journal of Information Systems
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• v.24 no.3
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• pp.75-94
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• 2015

Purpose While new versions of mobile applications could offer users better computing environment, users are not always comfortable with them for various reasons. Considering making update decisions is important task for users, it is crucial for us to understand users' behavior and attitude on app updates. The purpose of this study is to explain why mobile users succumb to both reactance toward the update and satisfaction to the current version, ultimately leading them to feel the regret by employing three theoretical perspectives including regret theory, status quo bias theory and the dual model. Design/methodology/approach Survey data collected from 204 mobile users was used to test the research model using partial least squares analysis. The results have shown that both reactance toward the update and satisfaction to the current version have negative impacts on individuals' decisions to update, which leading to their regret after updating the applications Findings By integrating both status quo bias and regret theory in the model, this study tried to explain why mobile users feel regret in application update settings. More specifically, this study has proposed a novel framework that introduces an individual's update decision on mobile applications.

• The Journal of Industrial Distribution & Business
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• v.9 no.1
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• pp.51-65
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• 2018

Purpose - This paper aims to identify factors that influence the users' word-of-mouth intention (WOMI) regarding mobile apps, focussing on the impacts of technology acceptance model (TAM) and social network theory. Research design, data and methodology - Based on TAM, this study integrates social network theory into the research model. The 317 sets of data collected in a survey were tested against the model using SmartPLS. Results - Our findings suggest the following: 1) Personal innovativeness positively influences perceived usefulness (PU), perceived ease of use (PEU) and perceived enjoyment (PE); 2) PEU affects PU and PE; 3) Both PU and Satisfaction are directly correlated with WOMI. Although PEU and PE has no direct impact on WOMI, they may indirectly affect WOMI via Satisfaction, as PU, PEU and PE all positively influence satisfaction; 4) Network density and network centrality both play a mediating role in the relation between PEU and WOMI. Referral Reward Program have a positive moderating effect on the relation between PU and WOMI. Conclusions - The findings of this study illustrate the traits of Apps that can promote users' WOMI, as well as the characteristics of people who are more likely to participate in the word-of-mouth process. The findings provide a theoretical basis for app developers to make word-of-mouth a marketing strategy.

• Journal of Distribution Science
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• v.21 no.7
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• pp.117-129
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• 2023

Purpose: With the number of COVID-19 cases declining and generational differences among how people use mobile apps, including health service apps, the goal of this research is to identify and analyze the factors that affect people's attitudes when using the Halodoc health service app during the third year of the pandemic. Research design, data, and methodology: This study proposes a quantitative analysis method based on PLS-SEM modeling. This study has used a questionnaire survey to collect randomized data from 268 Halodoc users from generations Y and Z in Jakarta. Results: Both the Y and Z generations believe there is a significant usefulness factor in the attitude toward using the application. The start of the pandemic period demonstrates that the urgency of using health service applications is no longer determined by performance expectations, effort, or social panic, but rather by these applications' usability. Conclusions: Even though a health service application is no longer considered an urgent service or a priority need, attitudes, and behaviors in using it emphasize the aspect of long-term benefits. These findings supplement other considerations and understandings in application of the Unified Theory of Acceptance and Use of Technology (UTAUT) model in explaining attitudes and intention behaviors.

• Fourth Industrial Review
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• v.4 no.1
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• pp.19-27
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• 2024

Purpose: This study is based on the results of the National Information Society Agency's the Report on the Digital Divide in 2022. This study sought to develop digital literacy education programs for senior citizens, a digitally disadvantaged group, and to utilize smart devices to enhance their digital capabilities. Research design, data and methodology: Based on Gagné's nine events of instruction, a total of 7-session educational programs using smart devices were developed, and teaching-learning goals were set at a level that older learners can realistically perform. In preparation for the era of digital transformation, AI utilization methods are introduced and utilized in some sessions of the educational program. Results: Among a total of 7 sessions of the educational program, 5 sessions using KakaoTalk and Naver App, and 2 sessions using other apps were developed. There are a total of three sessions using AI. Conclusions: This study presented a digital literacy education program that combined AI, addressing the insufficiency of AI-based education programs targeting senior citizens. It is expected that this educational program will be able to improve the digital literacy skills and provide a basis for fulfilling their responsibilities as digital citizens by suggesting a direction for AI utilization education for senior citizens.

• The Journal of Industrial Distribution & Business
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• v.15 no.4
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• pp.11-18
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• 2024

Purpose: The primary purpose of this research is to investigate the multidisciplinary effect of food delivery apps (FDAs) in urban hotels in the wake of the lockdown due to Covid-19 pandemic. Specifically, the study aims: To explore and scrutinize the primary shifts in customer behavior and preferences in modern urban hotels, and to explore and scrutinize the primary shifts in customer behavior and preferences in modern urban hotels. Research design, data and methodology: This study conducted a systematic literature review to gather evidence of the FDA's effect on customer behavior and the hospitality industry during the Covid-19 pandemic. Complying with the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) principles guarantees a structured and transparent method to search the literature and its analysis. Results: The result based on the systematic review has indicated that the booming business of food delivery at home companies and changing consumer tastes prove the FDA's growing circuit in the hotel industry, thus demonstrating their ability and power to adapt to changing trends. Conclusions: Therefore, this study concludes that using FDA's platform, future hospitality managers have to focus on agility in operations, innovation, and technology integration to keep up with changing consumer trends and market conditions.

• The Journal of the Korea Contents Association
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• v.22 no.10
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• pp.22-38
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• 2022

Recently, due to the temporary closure and isolation of facilities for developmental disabilities due to the prolonged COVID-19, the pain suffered by consumers is getting worse, and there is no clear solution due to the lack of information on inpatient services. Therefore, there is a need for a service system that can prevent institutional and psychological problems for consumers. The purpose of this study is to provide systematic inpatient treatment guides, post-discharge management, and correct education for children with developmental disabilities and their guardians. After deriving the needs and improvement factors of consumers through domestic service case analysis, we conducted co-creation with end-users using the double diamond methodology. A possible service concept was derived. Accordingly, a collaborative sharing app service was proposed, and the usefulness of the service was confirmed through the usability evaluation and verification of various stakeholders. It is expected that the results of this study will be utilized in the development of an assistance system for the developmental disability ward based on user experience.

• The Journal of Industrial Distribution & Business
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• v.9 no.5
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• pp.47-62
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• 2018

Purpose - Based on preceding studies, this thesis focuses on the finding of the definition and category of mobile tourism application and deriving out its characteristics. And after looking for how they make influences on continuous intention to use, we make empirical study with TAM model. Research design, data, and methodology - There are many Chinese tourist who visit Korea with user's constant intention to use of tourism application. This study is to find out the definition and category of mobile tourism application through research of preceding study and to fomulate the research model and hypothesis that how tourism application attributes (convenience, interaction, accessibility, local basis, security) affect constant intention to use of mobile tourism application. In order to verify a hypothesis, we conducted a survey for Chinese users of tourism application. In empirical study, we analyzed a structure model for frequency analysis, reliability analysis, exploratory factor analysis, validity analysis through IBM SPSS Statistics 21.0 and IBM SPSS AMOS 21.0 Results - Among tourism applications, convenience, interaction, accessibility and local basis have positive effects on both perceived usefulness and perceived easiness respectively. But security does not. Also perceived easiness has a positive effect on perceived usefulness. Finally, perceived usefulness and perceived easiness have positive effect on constant intent to use. Conclusions - Tourism application enterprises should put emphasis on design such as menu or function in order to simplify the operation of new services for new customers. Therefore, comfortable user interface and development of useful function can improve tourism application. Consequently, it leads to the promotion of tourism application. Also, when users perceive tourism application as a useful media which is easy, comfortable and useful content, the degree of constant intention to use becomes increased. It is important to provide plentiful and useful contents for customers and to develop user interface such as easy operation because these factors have positive effects on constant demand and use of tourism application.

• Journal of Service Research and Studies
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• v.14 no.2
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• pp.48-68
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• 2024

Due to the global pandemic aftermath of the coronavirus, the importance of health care is being emphasized more socially. Due to the influence of these changes, domestic pharmaceutical companies have introduced regular drug delivery services, that is, drug and health functional food subscription services. Currently, this market is continuously growing. However, these regular services are causing new environmental problems in which the number of waste drugs increases due to the presence of unused drugs. Therefore, this study proposes a service that not only promotes health management through regular medication adherence to reduce the amount of pharmaceutical waste but also aims to improve awareness and practices regarding proper medication disposal. As a preliminary survey for service design, a preliminary survey was conducted on 51 adults to confirm their perception of drug use habits and waste drug collection. Based on the Honey Comb model, a guideline for service design was created, and a prototype was produced by specifying the service using the preliminary survey results and service design methodology. In order to verify the effectiveness of the prototype, a first user task survey was conducted to identify the problems of the prototype, and after improving this, a second usability test was conducted on 49 adults to confirm the versatility of the service. Usability verification was conducted using SPSS Mac version 29.0. For the evaluation results of the questionnaire, Spearmann Correlation Analysis was conducted to confirm the relationship between frequency analysis and evaluation items. This study presents specific solutions to the problem of waste drugs due to the spread of drug subscription services.

• Science of Emotion and Sensibility
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• v.25 no.1
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• pp.29-40
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• 2022

This study uses the bidet 4D double diamond design process model to propose an improvement for "senior-oriented bidet product service design" that reflects the characteristics and needs of seniors. This study was based on the product service system concept. To this end, qualitative research on seniors was conducted to derive user value factors, and, based on this, product service ideas were discovered, and a prototype reflecting the usefulness review of a working-level expert group was proposed. First, a "smart application service for user-customized function setting guide" was proposed. A bidet incorporating Internet of Things technology and a smart phone are linked to provide an app service that automatically interprets user characteristic information and information on bidet products to guide customized functions. Second, a control panel and remote control user interface to "user-oriented product service interface" was proposed. In consideration of the usability and cognitive ability of seniors, a simple and intuitive physical user interface such as a configuration centered on main functions, button arrangement according to task sequence, and a touch screen remote control was presented. Third, we proposed a "bidet care service linked with products and health/hygiene care" that provides a wide range of services such as user health and hygiene, cleanliness, entertainment, etc., in addition to regular bidet product service. This study proposed a product-based service design methodology that can improve user experience and relationship quality by discovering and improving the pain points and needs of users (seniors) in the process of using bidet products (before, during, and after use).

• The Journal of Industrial Distribution & Business
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• v.11 no.7
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• pp.51-60
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• 2020

Purpose: Recently, Korean cosmetics distribution market has been reorganized with the H&B store. In the domestic cosmetics distribution market, existing brand road shops are decreasing, and multi-shops are leading the H & B stores, which have greatly improved their experience and content. In these environmental changes, the offline distribution channels are turning into the multi-editing shops that have introduced products of various brands and greatly enhanced experiences and contents. Nevertheless, most studies of factors and measurement items for measuring customer experience in the H&B store use Schmitt (1999)'s Strategic Experience Modules (SEMs). Therefore, the purpose of this study is to propose a measure that is practicable through consideration of the in-store customer experience components of the H&B store. Research design, data and methodology: Based on Schmitt's Strategic Experience Modules (SEMs), which are widely used in customer experience marketing, the metric pool was constructed through customer and literature research on H & B store managers. Since then, 101 preliminary surveys and 211 main surveys have been conducted in order to propose a dimension of customer experience and refine the metrics. Results: As a result of the research, H&B store's customer experience was derived from a measurement model consisting of 19 measurement items in total of five dimensions: environmental experience, intellectual experience, behavioral experience, tech experience, and relationship experience. This study analyzed that compared to the existing Schmitt's Strategic Experience Modules (SEMs), (1) emotional experience expanded to environmental experience, (2) Cognitive and relationship experiences are maintained (3) behavioral experience was subdivided into physical and technical experiences. In particular, the environmental experience has been proposed as a major component is an important point because the H&B store recently opened a large flagship store and is competitive in constructing a differentiated space. Conclusions: Related experience was seen as an important component of customer experience in the offline store, but in the process of refining the scale, interaction items with employees of the H&B store were removed, and rather, participation in the APP or SNS channel of the company, event Participation, interaction with other customers, etc. appear to be important, while suggesting the practical implications.