• 한국의상디자인학회지
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• 제17권4호
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• pp.201-217
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• 2015

Instagram, image based visual SNS platform is regarded as one of the most effective marketing channels and the number of users are getting increased. To enhance of our understanding of general current use and customer attitude through Instagram accounts owned by fashion brands depending on user attributes, the present study investigates factors that current status of use, purpose of use, brand attitude, purchase intension, and recommend intension. A survey method was conducted for empirical test. A convenience sample of 100 participants was used for data analysis. SPSS 18.0 was used for statistical analysis. Findings of this study suggest that first, the very purpose of access is to grasp fashion trend, second, a group of the high interest in fashion accesses to Instagram account of fashion brands more often, uses Instagram for information search more than other group and has a positive influence on recommend intension, third, a group of the high frequent access accesses Instagram for purpose of information search more and has a positive influent on values on customer attitude and the last, partial purposes of utilization and benefits sought of Instagram of fashion brands has a positive influence on customer attitude.

• 한국통신학회논문지
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• 제28권9B호
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• pp.806-812
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• 2003

본 논문에서는 고객의 다양한 감성에 기반한 웹 디자인을 통해 사용자들로 하여금 새로운 경험을 체험하도록 정적과 동적 요소에 따른 16개의 감성 차원을 모델링하고 페이지 레이아웃, 배경색, 움직임 좌표 등의 감성 데이터베이스를 활용하여 고객의 선호 감성에 따라서 웹 페이지가 재구성되는 유무선 인터넷 서비스 시스템을 제안한다. 실험 결과 기존 시스템보다 세대별 감성 만족도 및 웹 사이트의 평균체류시간이 증가되었음을 모의 실험을 통해서 확인하였다.

• 한국산업경영시스템학회:학술대회논문집
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• 한국산업경영시스템학회 2002년도 춘계학술대회
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• pp.285-290
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• 2002

The goods development considering the foot characteristics of Korean and design of the sports shoes need to satisfy the customer emotion. For this, the sports shoes have to give the customer desire and satisfaction and be accomplished the distinction and luxury of goods for sports shoes. This study obtained a basic data on the customer preference and emotion with human sensibility ergonomics approach and formed the database to use easily. Also based on the database, this study developed an interface which the customer be able to select the sports preferred shoes.

• 한국실내디자인학회:학술대회논문집
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• 한국실내디자인학회 2002년도 춘계학술발표대회 논문집
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• pp.135-140
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• 2002

In large commercial facilities, customer movements have a close interrelation between space structure and interior environment elements. With the importance of the spacial structure, VMD strategy has recently played greater role In the interior environment image to satisfy customers' needs. This study intends to examine the relationship among customer behavior, customer movement, and VMD by grasping customers shopping behavior characteristics that come from the relatively comprehensive factors in the female sections of the department stores through the environmental image that is composed of spatial and emotional elements. This study also serves the purpose that by tracking shopping time, shopping speed, and the ratio of shopping depth that directly reflects customer behavior characteristics, various causes, either general or specific, which can affect the decision on purchase are to be examined. Based on this research results, we bring up the basic data and foundation for floor MD plan, establishment of movement plan, and VMD plan at a store.

• Journal of Information Technology Applications and Management
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• 제14권1호
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• pp.99-116
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• 2007

This study intends to examine the effects of CRM on the customer loyalty. Service quality, customer satisfaction, and organizational committment have been tested as mediating factors between the customers' perceived relational efforts and their loyalty. From 236 customers of insurance firms survey data have been collected and analyzed based on the structural equation modeling. The results show that firms' relational efforts have positive impacts on service quality and customer loyalty. Also, this study shows that service quality can play an important mediating role between CRM activities and customer satisfaction as well as organizational commitment, which have shown positive impacts on customer loyalty Consequently, firms need to design their CRM activities paying more attentions to the service qualify attributes, rather than asking too much from the target customers.

• 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.

• 유통과학연구
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• 제12권2호
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• 경영과학
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• 제20권2호
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• pp.135-149
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• 2003

Developing a proper program for customer evaluation is one of the most imminent tasks to implement CRM (Customer Relationship Management). Design of the Customer Value model is an important key to the customer evaluation progrgm. This paper proposes two models for estimating Customer Value. The first one is a Description Model for Customer Value based on customer CSI (Customer Satisfaction Index) data. This model represents as quantitative numbers what customers feel from the company or the service. The second one is a Prediction Model which employs factor analysis and regression to predict customer value. This paper exploits the two models to evaluate Customer Value as well as for customer behavior prediction.

• 디자인융복합연구
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• 제16권2호
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• pp.223-238
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• 2017

최근 관광, 여가산업 등의 발달로 인해 서비스에서 소비자의 집단적 이용 형태가 늘어나고, 소비자 대 소비자 상호작용(Customer-to- customer Interaction)이 중요해지고 있다. 이러한 서비스 환경에서 소비자의 이기적 행동으로 인해 다른 소비자가 서비스 실패를 경험하는 상황을 주변에서 쉽게 찾을 수 있다. 흔히 '진상 손님'으로 표현되는 이러한 소비자는 낮은 빈도로 발생하지만, 발생함과 동시에 서비스 현장의 많은 소비자에게 부정적 서비스 경험을 전파하는 치명적인 서비스 실패 사례이다. 기존 서비스 디자인 도구들은 이러한 사례를 충분히 조명하지 못하였기 때문에, 이러한 문제에 대응할 수 있도록 발전할 필요가 있다고 생각된다. 본 연구는 위의 문제를 고려하여 작성한 '사악한 퍼소나'를 활용하여 프로젝트를 수행한 경험에서 시작되었다. 이러한 퍼소나가 유용하게 사용될 수 있는 서비스 환경을 파악하기 위하여 문헌조사와 일련의 설문조사를 실시하였다. 이를 통해 소비자 간 부정적 상호작용에 영향을 미치는 서비스 환경 요인을 파악할 수 있었고, 또한 많은 부정적 행동 사례가 수집되어 분류를 통해 서비스 환경 요인에 따른 경향을 확인할 수 있었다.

• 디지털산업정보학회논문지
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• 제7권1호
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• pp.111-125
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• 2011

Smartphone is becoming as a core device of mobile environment. The purpose of this study is to investigate the factors affecting customer's buying decision on smartphone. Based on prior studies and cases, this study identifies network effect, switching cost, function, design, brand, after service, price as affecting factors of customer's buying decision on smartphone. It also aims to investigate the relationship between network effect/switching cost and re-purchasing. Result shows that network effect brand, after service are significantly related to customer's buying decision on smartphone by device types, but switching cost, function, design, price are not. Network effect also was found to be significantly related to the re-purchasing. The result of this study may provide a guideline of supply strategy with smartphone suppliers.