• Title/Summary/Keyword: Business Service Design

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Effects of Service Experience and Brand Reputation on Intention by Word of Mouth : Focused on Beauty Salon Service (서비스 경험과 브랜드 명성이 구전의도에 미치는 영향: 미용실서비스를 중심으로)

  • Ko, Sung-Hyun;Yeo, Jun-Sang
    • Journal of Fashion Business
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    • v.13 no.4
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    • pp.51-59
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    • 2009
  • The purpose of this research is to investigate the influences of service experience and brand reputation on intention by word of mouth(WOM) when consumers get experiences at beauty salon. We made 2(valence of service experience: positive/negative) ${\times}$ 2(brand reputation level: high/low) subjects experimental design in order to find reason that there is a significant difference of intention by word of the mouth between positive experience condition and negative experience condition. Also we tried to find the interaction of two factors. To test our hypothesis, an experiment was performed on 68 university students in seoul area. Specifically, we used 2-way ANOVA and planned contrast method through SPSS 12.0 procedure. As a result, a two-way ANOVA demonstrated a significant main effect of service experience, which means that people more intend to make WOM when they experience a negative service than a positive service. Also the ANOVA showed a significant interaction effect between service experience and brand reputation, which represents that people more intend to make WOM for high-reputed(low-reputed) brand than low-reputed(high-reputed) brand when they encounter negative(positive) services.

A Framework for Design and Evaluation of Robot Industry Business Model based on Cloud Services in an Aging Society (고령화 사회에서 클라우드 서비스 기반 로봇산업 비즈니스 모델의 설계 및 평가를 위한 프레임워크)

  • Jeon, Hangoo;Seo, Kwang-Kyu
    • Journal of Digital Convergence
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    • v.11 no.1
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    • pp.441-446
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    • 2013
  • It is expected to change for convergence robotic services according to emergence new communication technologies and cloud computing, etc. Robot industry is evaluated the biggest filed that is possibility to convergence of new IT technology. This paper presents a design framework for robot industry business model on cloud services through the cloud computing and environment of robot industry, features and provide valuable of cloud-based robot service, analysis of customer needs and value chain in the market in an aging society. In addition, we describe the evolution path of the proposed business model in terms of technology development and market. This study is expected to help that cloud and robot services companies when establishing new service model development and marketing strategy.

A Framework for Creating Inter-Industry Service Models in the Convergence Era (융합 서비스 모델 개발 방법론 및 체계 연구)

  • Kwon, Hyeog-In;Ryu, Gui-Jin;Joo, Hi-Yeob;Kim, Man-Jin
    • Asia pacific journal of information systems
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    • v.21 no.1
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    • pp.81-101
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    • 2011
  • In today's rapidly changing and increasingly competitive business environment, new product development in tune with market trends in a timely manner has been a matter of the utmost concern for all enterprises. Indeed, developing a sustainable new business has been a top priority for not only business enterprises, but also for the government policy makers accountable for the health of Its national economy as well as for decision makers in what type of organizations. Further, for a soft landing of new businesses, building a government-initiated industry base has been claimed to be necessary as a way to effectively boost corporate activities. However, the existing methodology in new service and new product development is not suitable for nurturing industry, because it is mainly focused on the research and development of corporate business activities instead of new product development. The approach for developing new business is based on 'innovation' and 'convergence.' Yet, the convergence among technologies, supplies, businesses and industries is believed to be more effective than innovation alone as a way to gain momentum. Therefore, it has become more important than ever to study a new methodology based on convergence in industrial quality new product development (NPD) and new service development (NDS). In this research, therefore, we reviewed any restrictions in the existing new product and new service development methodology and the existing business model development methodology. In doing so, we conducted industry standard collaboration analysis on a new service model development methodology in the private sector and the public sector. This approach is fundamentally different from the existing one in that ours focuses on new business development under private management. The suggested framework can be categorized into industry level and service level. First, in the industry level, we define new business opportunities In occurrence of convergence between businesses. For this, we analyze the existing industry at the industry level to identify the opportunities in a market and its business attractiveness, based on which the convergence industry is formulated. Also, through the analysis of environment and market opportunity at the industry level. we can trace how different industries are lined to one another so as to extend the result of the study to develop better insights into industry expansion and new industry emergence. After then, in the service level, we elicit the service for the defined new business, which is composed of private service and supporting service for nurturing industry. Private service includes 3steps: plan-design-do; supporting service for nurturing industry has 4 steps: selection-make environment- business preparation-do and see. The existing methodology focuses on mainly securing business competitiveness, building a business model for success, and offering new services based on the core competence of companies. This suggested methodology, on other hand, suggests the necessity of service development, when new business opportunities arise, in relation to the opportunity analysis of supporting service based on the clear understanding of new business supporting infrastructure optimization. Meanwhile, we have performed case studies on the printing and publishing field with the restrict procedure and development system to assure the feasibility and practical application. Even though the printing and publishing industry is considered a typical knowledge convergence industry, it is also known as a low-demand and low-value industry in Korea. For this reason, we apply the new methodology and suggest the direction and the possibility of how the printing and publishing industry can be transformed as a core dynamic force for new growth. Then, we suggest the base composition service for industry promotion(public) and business opportunities for private's profitability(private).

A Business Service Identification and Quality Evaluation Using Enterprise Architecture (전사적 아키텍처 기반 비즈니스 서비스 식별 및 품질평가)

  • Jung, Chan-Ki;Hwang, Sang-Kyu;Byun, Young-Tae
    • The KIPS Transactions:PartD
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    • v.17D no.5
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    • pp.347-352
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    • 2010
  • Automatic service identification and quality evaluation is one of key characteristics for a Service-Oriented Computing, being receiving a lot of attention from researchers in recent years. However, most researchers focus on identifying and evaluating application services and do not present methods for automatically identifying and evaluating business services from business processes. In general, the manual business service identification process by a human expert is a highly expensive and ambiguous task and may result in the service design with bad quality because of errors and misconception. We propose an automatic business service identification and quality evaluation method using Enterprise Architecture as a machine understandable knowledge-base. We verify the effectiveness of the proposed method through a case study on Department of Defense Enterprise Architecture.

Case Analysis and Strategic Impiications for Prod uct and Service Integration (제품과 서비스 통합을 위한 사례분석과 전략대응방안)

  • Kwon, Suhn-Beom
    • Journal of Information Technology Services
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    • v.8 no.1
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    • pp.217-229
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    • 2009
  • Manufacturers have recently faced such problems like limitation of product differentiation, product commoditization and increased service request level from customers, Some manufacturers have responded the problems by introducing new business model, 'product and service integrated offering', which integrate product and its services as a bundled package, This article introduces innovative 7 cases of 'product and service integrated offering', and provides case analyses : types, methods, purposes, and risks of integration, The result of analysis, 4 strategic directions for product and service integration offering, could help manufacturers to adopt and build their model successfully, Further research topics are field survey with meaningful sample size including Business-to-Consumer and finding new causal relationships among variables like characteristics of industry, product, Integration, interaction between provider and customer, A development of design methodology on how to plan and develope a sound product service integration is the second next step for the research.

Brand Distribution Service and Its Effect on Customer Value

  • Margaretha, Margaretha;Halim, Rizal Edy
    • Journal of Distribution Science
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    • v.16 no.1
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    • pp.29-36
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    • 2018
  • Purpose - The purpose of the research is to further explore the understanding of the nature of the brand distribution service (i.e., service brand) by undertaking a quantitative investigation. We focus on the role of customer's perception of service brand on the customer value creation process. Research design, data, and methodology - This study used single cross-sectional design and 137 airline passengers as respondents using a convenience random sampling. We distributed the online questionnaires by email address. The empirical setting for this research is airline service in Indonesia with a consideration that airline service has the useful context for this research as the service delivery process involve extensive customer interactions with the airline and its employees. We then analyzed the data using multiple regression (step-wise) method to fulfill the research objectives. Results - Using the step-wise regression method, the result shows that the influential factors to create customer value are cost and company image. The result suggests a company to improve its costs components and its company image in order to increase the customer value. Conclusions - The research shows that costs play a critical role, and completed with the company image to form the customer value variable. This shows that mostly customer formed their value based on costs they sacrificed. Mainly, this evaluation is monetary cost based, while Indonesian customers tend to have a high value for money demands.

Over the Rainbow: How to Fly over with ChatGPT in Tourism

  • Taekyung Kim
    • Journal of Smart Tourism
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    • v.3 no.1
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    • pp.41-47
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    • 2023
  • Tourism and hospitality have encountered significant changes in recent years as a result of the rapid development of information technology (IT). Customers now expect more expedient services and customized travel experiences, which has intensified competition among service providers. To meet these demands, businesses have adopted sophisticated IT applications such as ChatGPT, which enables real-time interaction with consumers and provides recommendations based on their preferences. This paper focuses on the AI support-prompt middleware system, which functions as a mediator between generative AI and human users, and discusses two operational rules associated with it. The first rule is the Information Processing Rule, which requires the middleware system to determine appropriate responses based on the context of the conversation using techniques for natural language processing. The second rule is the Information Presentation Rule, which requires the middleware system to choose an appropriate language style and conversational attitude based on the gravity of the topic or the conversational context. These rules are essential for guaranteeing that the middleware system can fathom user intent and respond appropriately in various conversational contexts. This study contributes to the planning and analysis of service design by deriving design rules for middleware systems to incorporate artificial intelligence into tourism services. By comprehending the operation of AI support-prompt middleware systems, service providers can design more effective and efficient AI-driven tourism services, thereby improving the customer experience and obtaining a market advantage.

An Empirical Study on the Effect of Military Foodservice Satisfaction on Soldiers' Morale (군 급식 만족도가 병사 사기에 미치는 영향에 대한 실증적 연구)

  • Lee, Donghee;Bae, Byung Yun;Choi, Sungyong
    • Journal of Korean Society of Industrial and Systems Engineering
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    • v.43 no.3
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    • pp.228-242
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    • 2020
  • In recent years, interest in the welfare of soldiers is increasing. More specifically, soldiers enlisted to fulfill their military service obligations live a group life that is controlled by group life, unlike military officers selected by their will. Therefore, this study aims to verify whether there is an effect of improving the morale of soldiers by increasing the satisfaction of military service meals along with the trend of increasing morale through enhancement of soldier welfare. In order to achieve the purpose of this study, we surveyed 145 army soldiers working in the front and rear areas and used 137 valid samples for analysis. The results of this study are as follows. First, both SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Spatial Design) had a positive (+) effect on military meal satisfaction. Second, military service satisfaction and emotional commitment have a positive (+) effect on morale. Third, satisfaction with military meals has a positive effect on emotional commitment. This research has also shown that improvements in SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Spatial Design) improve military service satisfaction and emotional engagement. Military food service SERVQUAL (Responsiveness·Assurance, Tangibles) and Servicescape (Spatial Environment, Space Design) must pay attention to increase military morale.

The Design of Data Hub System for Integration of Group In the Cloud Environment

  • Kim, Hyung-Seok;Lee, Jong-Yong;Jung, Kye-Dong
    • International journal of advanced smart convergence
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    • v.4 no.2
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    • pp.61-68
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    • 2015
  • For a recent most companies to make efficient business management, we are using a groupware service of integrated information system of the entire group. Groupware service integrates the cooperation in excellent synergy and duplicates has been business functions of the business, through the improvement of multi-purpose business processing capacity, there is an advantage of reduced operating costs. However, if the parent company and subsidiary, or to handle common tasks such information agency, which may cause differences in the format of the data passed in the case of a need to provide a document. Therefore, in this paper, in order to solve the heterogeneity problem in data between groups, the data system of the hub base of the cloud is provided. The proposed system is intended to improve the groupware environment including the interoperability of integrated standardized environmental data sharing service.

An Exploratory Study for Artificial Intelligence Shopping Information Service (인공지능 쇼핑 정보 서비스에 관한 탐색적 연구)

  • Kim, Hey-Kyung;Kim, Wan-Ki
    • Journal of Distribution Science
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    • v.15 no.4
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    • pp.69-78
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    • 2017
  • Purpose - The study was AI as exploratory study on artificial intelligence (AI) shopping information services, to explore the possibility of a new business of the distribution industry. For research, we compare to IBM of consumer awareness surveys an AI shopping information service for retailing channel and target goods group. Finally, we present to service scenario for distribution service using AI. Research design, data, and methodology - First, to identify possible the success of the information service shopping using AI, AI technology for the consumer is very important for the acceptance of judgement. Therefore, we explored the possibility of AI information service for business as a shopping. The experimental data were used to interpret the meaning of the relevant literature and the IBM Institute of Business Value (IBV) Report 2015. This research is based on the use of a technical acceptance model (TAM) to determine whether the consumer would adopt the 'AI shopping information service' technology. Step 1 of the process assumes that the consumer adopts AI technology. In step 2, consumers find their preference channels and goods targeted at them as per their preferences. Finally Step 3, we present scenario for 'AI shopping information service' based on the results of Step 1 and 2. Results - Consumers have expressed their high interests in the new shopping information services, especially the on/off line distribution channels can use shopping information to increase the efficiency in provision of goods. Digital channel (such as SNS, online shopping etc.) is especially high value goods such as cars, furniture, and home appliances by displaying it to an appropriate product group. Conclusions - The study reveals the potential for the use of new business models such as 'AI shopping information service' by the distribution industry. We present seven scenario related AI application refer from IBM suggestion, and the findings would enable the distribution industry to approach target consumers with their products, especially high value goods. 'Shopping advisor' is considered to the most effective. In order to apply to the other field of the distribution industry business, which utilizes AI technology, it should be accompanied by additional empirical data analysis should be undertaken.