• Journal of Service Research and Studies
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• v.14 no.3
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• pp.188-205
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• 2024

The food truck business, which involves selling various types of food from mobile vehicles, has gained significant popularity in urban centers and at events. These food trucks have rapidly expanded due to their relatively low initial investment and high flexibility, attracting customers with unique menus and personalized services. However, as competition increases, the need to manage service quality to boost customer satisfaction and encourage repeat visits has become more critical. Despite this growing importance, there has been limited empirical research on the topic. This study aims to analyze customer experiences with food truck services to gain strategic insights for improving service quality. By applying structural topic modeling to customer review data, the study identified 50 key topics. The process included a comprehensive evaluation of model diagnostics and interpretability to determine the optimal number of topics, ultimately selecting the most relevant ones related to service experiences. The impact of these identified topics on overall customer satisfaction was empirically tested using regression analysis. The results showed that aspects such as "Food Taste," "Friendly Staff," and "Positive Emotion" had a positive influence on customer satisfaction, whereas "Delayed Service," "Negative Emotion," and "Beverage Service" had a negative impact. Based on this analysis, the study proposes concrete methods for food truck operators to systematically analyze customer feedback and use it to drive service improvements and innovation. This research highlights the importance of data-driven decision-making in small business environments like food trucks and contributes to expanding the application of topic modeling in the service industry.

• Asia-Pacific Journal of Business
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• v.15 no.3
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• pp.205-231
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• 2024

Purpose - The purpose of this study is to investigate the relationship between workplace bullying and defensive silence/acquiescent silence, and to examine a mediation model of job burnout. Design/methodolgy/approach - The survey questionnaires were distributed to 974 employees of a public R&D institute, financial industry, and public officials in Daejeon and Chungnam, and a total of 322 surveys were collected. 288 valid responses were used for the final data analysis using SPSS 21.0 and Amos 22.0. Descriptive statistics were used to identify demographic characteristics of the sample. Reliability analysis of the measurement was conducted using Cronbach's alpha coefficient, and confirmatory factor analysis (CFA) was performed to check the validity of the measurement. Hierarchical regressions were used to examine the relationship between the variables including the moderating effect of job calling. The mediating effect of job burnout and the moderated mediation effect of job calling was analyzed using bootstrapping with PROCESS Macro installed on SPSS 21.0. Findings - The findings of the study are as follows: First, workplace bullying had a significant positive effect on both defensive silence and acquiescent silence. Second, workplace bullying had a significant positive effect on job burnout. Third, job burnout had a significant positive effect on both defensive silence and acquiescent silence. Fourth, job burnout significantly mediated the relationship between workplace bullying and defensive silence, and between workplace bullying and acquiescent silence. Research implications or Originality - The results of this study show that workplace bullying is an important variable that must be managed, because workplace bullying leads to job burnout that can hinder the performance improvement and innovation activities of the organization, which in turn leads to organizational silence. On the other hand, in the research model, the job calling was used as a moderating variable to alleviate the positive effect of workplace bullying and job burnout on the defensive and acquiescent silence, but there was no significant moderating effect. In addition to the job calling, which is the moderating variable used in this study, it is judged that it is necessary to consider specific measures to prevent members from reaching job burnout and reduce silent behavior by investing appropriate job resources such as supporting colleagues, supervisors and leadership in the workplace.

• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• Journal of Digital Convergence
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• v.12 no.4
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• pp.93-102
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• 2014

Recently, a lot of effort has been made to reinforce the profitability of the company through successful overseas expansion as one of the major ways to secure the competitiveness and to increase the business value these days. So, this study aims to try to analyse of the status of the overseas expansion case for the recent power industry through the case of the Korea Western Power Co., Ltd. as a measure of the management efficiency strategy of the public sector organization, and to present the policy implications about the management efficiency in the future by drawing upon the management efficiency strategy. This paper suggests alternatives as follows: First, the competitiveness should be reinforced through continuous change and innovation and the management efficiency should be developed. Second, the governance system for public-private sector should be constructed. Third, the efficient management of the global human resources is needed. Fourth, the mutual confidence-building through the active contribution to the community activities is required.

• Journal of the Economic Geographical Society of Korea
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• v.8 no.1
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• pp.51-70
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• 2005

Knowledge has become a primary source of competitiveness, and knowledge workers, people whose jobs require formal and advanced schooling, are one of the fastest growing groups in workforce. With the rise of a knowledge-based economy, higher education has been increasingly emphasized in economic development. Colleges and universities have recently added translation of research into products and new enterprises to their educational functions while companies have increased their external links to keep pace with rapidly changing and increasingly complex business environments. These changes have strengthened the role of colleges and universities in industrial innovation which is a key to economic development. This research reviews characteristics of U.S. higher education and development of interactions between higher education institutions and companies in the U.S. The case of IT industries, where U.S. has a competitive edge, provides specific examples and implications. Four major routes of interactions between higher education institutions and companies are suggested to provide a research framework for future studies in this area.

• Journal of Korea Society of Industrial Information Systems
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• v.16 no.5
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• pp.137-149
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• 2011

Today, a web site is used as a strategic method to fulfill a company's objectives. In particular, a web site provides a service for customers to find satisfaction in visiting family restaurants, and it recently has helped to attract the interest of a variety of customers. Currently, companies that manage family restaurants operate their Web sites as strategic tools and use them to perform public relations and marketing of their restaurants. This effort influences management and helps to improve the business and profitability of family restaurants. The research model of this study is an expansion of the Technology Acceptance Model (TAM) and examines whether ease of use and usefulness of family restaurant web sites influence the relationship of intention to use, actual use, and recommendation to use by gender. The results of this research would suggest that web sites are useful in establishing a marketing strategy for companies that operate family restaurants.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.91-99
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• 2013

The purpose of this study is to examine the value relevance of SCM using a regression model and we analyze the differences in the impact of industry type on corporate value. First, SCM key performance variables(asset utilization, cash flow, corporate growth, profitability) increases, the corporate value increase. Second, Asset utilization, cash flow, corporate growth in the high-tech industry showed a significant impact on the corporate value and corporate growth and profitability have an impact on the firm value in the non high-tech industry. This study are expected to be able to provide policy implications in the development of government policy to enable support for win-win cooperation, and ensuring the justification demonstrated by analyzing the impact of SCM enterprise value of the companies that want to maximize the effectiveness of SCM introduced.

• Information Systems Review
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• v.15 no.2
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• pp.75-90
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• 2013

This research was undertaken to find out how effectively ERP has been employed by the enterprises through comparing and analyzing the management performance of each enterprise after introducing ERP to Retail and Distribution Industry using DEA technique. According to the research results, efficiency evaluation for each site was calculated through input and output factors to find out comparative ERP system usage efficiency of 10 Retail and Distribution Industry Companies in terms of such factors as employee, quick assets, inventories, sales revenue, operating income. This paper confirms that the companies having launched management innovation by aggressively adopting ERP saw their management efficiency improving consistently, and in the distribution industry, it took at least 3 years before the effect of ERP introduction on enhancing management efficiency became visible. Furthermore, this paper also reveals that, unlike the manufacturing industry which was the subject of the previous study, efficiency was not necessarily proportional to the size of company in the service industry including distribution and export which was the subject of this paper.

• Journal of Distribution Science
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• v.15 no.8
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• pp.55-64
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• 2017

Purpose - PB products at convenience stores take up about 20% of all products, and strategies for differentiation from other companies and brand image building are very important. This study would investigate the strategy for differentiating PB products and successful brand building strategy, focusing on BGF Retail that is operating 'CU', the leader in the convenience store industry in Korea. Research design, data, and methodology - This study would attempt to make an exploratory approach to PB products limited to those in convenience stores. As a research subject, this study chose BGF Retail, the operator of CU, which is the leader in the convenience store industry in Korea and chose the case study method in order to examine the strategy for differentiating PB products in convenience stores more in depth. For this purpose, this study collected materials such as papers, newspaper articles and various reports on convenience store-related PB products and conducted an in-depth study including more practical contents through an interview with CU workers. Results - CU pursued the diversity of PB products and has had the diversity of products, more than 120 kinds. It founded a product research institute and has been in charge of the differentiation strategy from planning products to launching them. Changing the target layer of consumers to those in middle age of the 40s-50s, it succeeded in the strategy expanding the consumer class. In the long run, despite it changed the name of the company, it has built a successful image, and both revenue and operating profit have continuously grown up. Conclusions - In results, CU has reset the changing main target population, and the product research institute succeeded in the innovation of products, reflecting new trends the customers want. Through this study, the practical implications could be provided for competitors.

• Journal of Digital Convergence
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• v.10 no.6
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• pp.111-131
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• 2012

Mass Customization combines the advantages of mass production and customization. Mass customization has been praised as an innovative approach that would result in changes in business paradigm. However, there is no consensus on the concept of mass customization, but only a generally accepted framework exists to explain successful practices. Prior cases in mass customization are those of the small-medium sized or Internet-based companies. We in this paper explore the mass customization cases of market-leading manufacturers. Although those traditional organizations may be not for swift change, the cases of those companies are important because they target mass markets. Lampel and Mintzberg[35] proposed a continuum of strategies ranging from pure standardization to pure customization. This study investigates mass customization strategies of three companies. In this paper, the cases of cosmetics and sports shoe can be described as tailored customization, and the household appliances case can be classified as customized standardization. These three cases are compared with each other from the customers' decoupling point. Findings and implications of this research are discussed.