• 한국정보시스템학회지:정보시스템연구
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• 제32권1호
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• pp.201-221
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• 2023

Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

• 아태비즈니스연구
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• 제12권4호
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• pp.271-288
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• 2021

Purpose - The purpose of this study is to identify the critical factors that restaurant management should consider strategically when making a decision after COVID-19 under the digital transformation and non-contact service expansions environment. Design/methodology/approach - The thirty six experts and managers who have 5 years or more experience in restaurant industry in Korea participate this study. The Analytic Hierarchy Process (AHP) and SER-M were used to analyze the experts' opinion Findings - As a result of the analysis, 'management environment' (0.313) showed the highest relative importance priority, followed by 'brand (0.263)', 'management characteristics (0.254)', and 'physical factors (0.17)'. And, as for the sub-factor value, 'lifestyle (0.087)', 'awareness (0.084)', 'consumer desire (0.075)', and 'loyalty (0.068)' were ranked highest among the 19 influencing critical factors. Research implications or Originality - In the case of large restaurant enterprises, it is judged that the subject(CEO, Management) is actively pursuing a strategy to acquire the necessary resources for the given environment of digital transformation and customer demand for non-contact services. On the other hand, in the case of middle and small restaurant enterprises, it seems that they are fully aware of the demand for expansion of non-contact services and the digital transformation required in the post COVID-19 era, but information technology utilization ability, usage experience, technology acceptance ability, and education and training support for this are only available to large enterprises.

• 한국콘텐츠학회논문지
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• 제21권8호
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• pp.20-31
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• 2021

COVID-19로 인한 비대면 문화의 확산은 언택트 서비스 혁신과 화상회의 플랫폼을 통한 비대면 커뮤니케이션 확대로 이어졌다. 그러나 실시간 온라인 커뮤니케이션에서는 비언어적 표현을 확인하는 것이 어려워졌고, 특히나 눈 맞춤을 통한 상호작용은 불가능한 상황이다. 감정을 공유하고 친밀감을 쌓는데 도움을 주는 등 눈 맞춤의 긍정적인 효과가 있음에도 불구하고 실시간 온라인 커뮤니케이션에서 눈 맞춤의 효과를 실증적으로 검증한 연구는 전무한 실정이다. 이에 이 연구는 실시간 온라인 커뮤니케이션에서 눈 맞춤의 효과를 검증하고자 하였다. 커뮤니케이션의 맥락과 눈 맞춤 유무에 따라 6가지 영상 처치물을 사용하여 지속 사용 의도, 성과 기대, 상호작용성, 개인적 유대감을 측정하였다. 연구결과, 모든 맥락에서 눈 맞춤이 없을 때보다 눈 맞춤이 있을 때 모든 측정 변인에서 높게 평가되었다. 이 연구는 실시간 온라인 커뮤니케이션에서 눈 맞춤의 효과를 실험을 통해 검증하고 기술의 필요성과 발전 방향을 제안하여 실시간 온라인 커뮤니케이션에서 더 나은 사용자 경험을 제공하는데 기여할 것이다.

• 한국의류산업학회지
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• 제15권1호
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• pp.95-102
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• 2013

In order to understand meaningful customer experience in social media, this study profiles customer engagement by exposing the essential brand experience rooms in hyper-reality contexts. This study selects Snuggie as a target brand as it uses multiple contact points, including social media, to provide meaningful experience to customers. With their unique marketing strategy, Snuggie became a popular brand among the U. S. customers beyond just a wearable blanket. Upon analyzing a total of 364 customer reviews about Snuggie in Amazon.com, five experience rooms were exposed; "Physical artifacts" and "customer involvement" are influential experience rooms which signify interactions between products and customers, while "intangible artifacts", "technology" and "customer placement" reflect a lower degree of experiential engagement. This approach suggests a theoretical foundation in understanding the customer engagement concepts by the means of brand experience dimensions in social media. The ability to create compelling engagement in social media depends on the successful facilitation of relationships and information, which lead to a creative, communicative and interactive experience.

• 산업경영시스템학회지
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• 제32권2호
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• pp.66-75
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• 2009

As the population of the silver generation is increasing, the importance and effects of the market for the silver generation are also growing. We segments the categories of the silver generation into six sub-segments using based on the factors like life style, life stage, or performing role from the point of view in communication industry. After segmenting those categories, we observed the experience of each segmented group in detail. Likewise, we executed both FGD(Focused Group Discussion) and participants' observations together to effectively collect the expressed and/or potential needs. Customer's experience was collected along the touch points and customer corridors after dividing the customer's experience world into two groups; communication styles in usual life (life log) and direct contact channels. The effects of delivering an affirmative customer's experience would be empowered by eliminating negative experiences or complementing affirmative experiences. For this purpose, this paper presents the improvement points for the better customer's experience based on the observed customer's experience. This paper presented a sample way of customer-centric approach to design the services or products in the communication industry. In addition to that, the analyzed results of this paper will be useful to find out an effective approach to the market of silver generation.

• 산경연구논집
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• 제12권3호
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• pp.7-19
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• 2021

Purpose: This study aims to examine customer experience toward repurchase intention in offline and online stores and discuss customer satisfaction as a mediator variable. Research design, data, and methodology: This study investigates customer experience that consists of product, customer service, staff service, shopping environment and shopping procedure toward customer satisfaction using Regression Linear. This study also measures customer satisfaction as a mediated variable in the relationship between customer experience and repurchase intention using Sobel Test. Results: Almost all of the customer experience hypothesis is significant toward customer satisfaction, shopping process experience in the context of the online channel to customer satisfaction is not significant. We also found that customer satisfaction can be mediated variable in customer experience toward repurchase intention. Conclusions: Retails who want to make customers feel satisfied to have to make sure that have good resources in improving the product, the customer service is easy to contact to find the solution over customer problem in purchasing product, also develop the staff member skill in functional product knowledge, presentations, and communicating with customers online or offline, the retailer has to create enjoyment and pleasurable customer emotion through the shopping environment and also give seamless shopping experience to their customer in two-channel.

• 한국생활과학회지
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• 제16권3호
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• pp.479-490
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• 2007

This study examines undergraduate students' intimacy toward the grandmother and their attitudes toward the elderly and aging. The study also identifies the variances that influence undergraduate students' intimacy toward the grandmother. The subjects were 397 undergraduates. Statistical analysis was conducted to examine frequency, percentage, mean, standard deviation, Cronbach's ${\alpha}$, t-test, Duncan test, ANOVA, and stepwise multiple regression. The results of this study were as follows; 1) The undergraduates' attitudes were mid-range, but their intimacy level toward their grandmother was high. 2) The undergraduates' intimacy level toward the grandmother differed significantly according to gender, experience of cohabitation, the presence of her, and religion, and it showed a significant correlation with attitudes toward the elderly and aging traits, period of cohabitation, and frequent contact with the grandmother. The undergraduates' intimacy level toward grandmother-in-low, however, was significantly different according to the religion. There was also had a significant correlation with the undergraduate students' attitudes toward the elderly and aging traits. 3) The variables that affect the undergraduates' intimacy level toward the grandmother were attitude, frequency of contact with the grandmother, gender, period of cohabitation, experience of cohabitation, and the presence of the grandmother, which explained about 35% of total variance. Attitudes toward the elderly and aging traits were very important variables for undergraduates' intimacy with their grandmother. The undergraduates' intimacy toward grandmother-in-low was affected by the variables of attitude, religion, experience of volunteer, frequency of contact with the grandmother, gender, and the presence of grandmother, which explained about 24% of the total variance. Attitude toward the elderly and aging traits were the most important variables for undergraduates' intimacy with their grandmother-in-low.

• Asia pacific journal of information systems
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• 제15권4호
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• pp.61-87
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• 2005

This paper has two primary objectives: (1) to propose a comprehensive theoretical model that incorporates valuable insights from two complementary streams of research, and (2) to empirically test the model that explain the task-media fit and satisfaction of customer contact center users. The comprehensive model was tested using LISREL analysis on the sample of 232 users who have experience with the customer contact center. The model was supported in customer contact center context, accounting for 29% of the variance in the task-media fit, 53% of the variance in the perceived ease of use, 61% of the variance in the perceived usefulness, and 52% of the variance in the user satisfaction. The results showed that the task-media fit, the perceived ease of use, and the perceived usefulness play a significant role in influencing the user satisfaction of the customer contact center. In addition, task analyzability, media richness, media interactivity, and self-efficacy were found to influence the task-media fit. The paper concludes with discussions and implications for researchers and practitioners.

• 대한가정학회지
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• 제44권8호
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• pp.23-32
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• 2006

Understanding the experience of parents without custody after divorce is important in terms of facilitating their adjustment and positive relationships with their children. Ninety-two noncustodial parents divorced within the previous 5 years completed a structured questionnaire. We examined differences between noncustodial fathers and mothers in terms of the frequency of the contact and the relationship satisfaction with children. In addition, using the regression model, we analyzed the effects of several characteristics of noncustodial parents, including gender, on the frequency of contact as well as the relationship satisfaction with children. The main results of the study are as follows. First, noncustodial fathers and mothers exhibited similar low levels of contact by phone and in-person visits. Second, noncustodial parents with a child older than 8 years old visited the child more frequently, and were more satisfied than noncustodial parents with younger children. Third, the level of desire to gain the child custody had a significant effect on the frequency of contact and the satisfaction of the relationship between the noncustodial parents and their children. Fourth, noncustodial parents with more positive feeling about their former spouse contacted more frequently with the children. Fifth, compared with noncustodial fathers, noncustodial mothers demonstrated a higher relationship satisfaction with their children.

• 한국사회정책
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• 제23권2호
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• pp.83-112
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• 2016

한국사회에서 이주민의 증가는 서구 이민 국가에서 볼 수 있었던 인종, 문화적 다양성이 한국사회 전반에 나타나고 있음을 의미한다. 그동안 학계에서는 이러한 변화를 인지하고 관련 연구들을 지속적으로 시행해왔다. 그러나 점차 이주민이 확대되고 세분화되면서 주류 집단인 한국인들과 함께 이주민들에 대한 논의가 필요하다. 또한 한국 사회가 인종적, 민족적으로 다양화 되는 것을 위협으로 받아들이는 인식이 있음에도 그동안의 연구는 반이주적정서에 대한 요인이 아닌 다문화 지향에만 초점을 맞춰온 경향이 적지 않아 위협에 대한 연구 역시 필요한 시점이다. 따라서 본 연구는 다문화를 위협으로 인지하는데 있어 이주민과 한국인을 비교분석하여 향후 다문화 사회에 맞는 정책방향을 제안하는 것을 목적으로 하였다. 선행 연구를 바탕으로 국민 정체성, 사회적 거리감, 차별인지 및 집단 편견으로 다문화 위협에 대한 한국인과 이주민의 인식지형을 파악하였다. 실증 분석 결과, 한국인과 이주민 사이의 인식차이는 존재하고 있으며 이에 대한 다른 정책 방향이 필요하다는 것이 밝혀졌다. 첫째, 한국인의 다문화 태도를 결정하는 것은 접촉경험이었다. 접촉경험의 영향력이 높다는 것은 다문화 사회를 당연시하게 받아들이고 있지만 실제 이주민을 접하는 경험이 낮아 접촉이 강화되었을 때 긍정적인 방향으로 전환시킬 수 있는 정책적 도구가 필요하다는 것이다. 둘째, 이주민들의 경우 자신들의 차별을 인정하지 않고 편견이 강화될수록 다문화를 위협으로 받아들이고 있었다. 이는 이들이 가진 이중정체성, 즉 한국인에 대해서는 외국인이지만 다른 외국인과 자신을 구별하는 경향이 나타나고 있는 것이다. 따라서 이들의 경우 한국 사회에서의 동화만이 대안이 아니며 자신들의 민족 정체성 강화를 위한 진정한 다문화 정책이 필요할 것으로 보인다. 이상의 결과가 갖는 함의를 심층적으로 논의하였다.