• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.477-488
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• 2020

This study provides the empirical testing to test the influences of contemporary leadership styles (i.e., transactional and transformational) on job satisfaction and customer satisfaction as the mediating variable between job satisfaction and customer loyalty. The approach utilized in this study was a quantitative research design using a survey model. The participants of this study were recruited from 160 front-liners in the airline's industry in Indonesia. This study employed 160 front liners (flight attendants, reservation/ticketing, and check-in-counter officers) who worked in Branch Office/General Sales Agent of Indonesian commercial airlines. The studied airlines serve domestic routes based at Soekarno-Hatta International Airport. Furthermore, the data were examined the four developed hypotheses by using Structural Equation Modeling (SEM). The primary results are: First, in the context of job satisfaction, both leadership styles (i.e., transactional and transformational) have similar influences; Second, job satisfaction affects customer satisfaction positively and significant, Third, customer loyalty is driven by passengers' satisfaction when they are utilizing the airline services. The findings imply that the working-role encouragement is essential to maximize the productivity of front-liners to serve their customer well. This research supports on developing the general knowledge based on leadership styles in the context of the airline's industry in managing the human resources strategically.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.17 no.8
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• pp.2222-2240
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• 2023

Brand fandom refers to a collection of consumers with strong emotions toward a brand. Studying the dynamics of brand fandom can help brands understand which services or strategies influence their consumers to become a part of brand fandom. However, existing literature on fandom in the last three decades has mainly used qualitative methods, and there is still a lack of research on fandom using quantitative methods. Specifically, previous studies lack a framework for locating fandoms from online textual data and analyzing their dynamics. This study proposes a framework for exploring brand fandom dynamics based on online textual data. This framework consists of four phases based on the design thinking model: Preparing Data, Defining Fandom Categories, Generating Fandom Dynamics, and Analyzing Fandom Dynamics. This framework uses techniques such as social network analysis and process mining, combined with brand personality theory. We demonstrate the applicability of this framework using case studies of two Korean home appliance brands. The dataset contains 14,593 posts by consumers in 374 online communities. The results show that the proposed framework can analyze brand fandom dynamics using textual customer data. Our study contributes to the interdisciplinary research at the intersection of data-driven service design and consumer culture quantification.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.16 no.2
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• pp.726-741
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• 2022

The purpose of this study is to provide instructive theoretical models for art (music) education institutions especially when unpredictable risks, such as pandemics, occur again. Based on the customer behavior theory of the business-to-business-to-customer (B2B2C) platform, and in combination with the technology acceptance model (TAM) and expectation confirmation model (ECM), this study proposes an online education model from the perspective of art education. The framework is based on the three decision-making processes of the customer, and includes the product owner, content owner, and customer area. This paper highlights the factors that influence customers in making decisions when art education institutions are product owners. Regression analysis was introduced to study the factors influencing the expectation confirmation, and the overall fitting testing and six hypotheses testing of 385 effective samples were performed using the structural equation modeling (SEM). The results show that the course-design and after-service positively influenced the expectation confirmation, and the domain image positively influenced the continuance behavior. Negative emotions skipped the mediator (expectation confirmation) and directly exerted a significant negative impact on customers' willingness to continue system usage (continuance behavior). In addition, expectation confirmation positively influenced continuance behavior. The paths of detailed items comprising course-design, after-service, and negative emotion were also analyzed and discussed. In this path analysis, ordinary art learners did not believe that AI partners can play a very good auxiliary role. The findings contribute to the scope of information systems acting as an art education platform academically, and provide effective and theoretical support for the actual operation of art education institutions.

• Journal of the Korea Fashion and Costume Design Association
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• v.14 no.2
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• pp.199-214
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• 2012

$21^{st}$ century customer is voluntary actor, who has hegemony of communication based on digital surrounding. They are co-creator dismantling boundary between production and spending, and digital homonarrance of digital storyteller acting on the emotion. What is more, they prove the utility of 5 sense, value, experience, and story in market. 20th century Me generation is changing into We generation, who overcomes a sense of alienation and aim at smart life style for harmonious symbiosis with earth environments. Customer cultural trends are as follow as that 1) personalization of taste and experience, 2) spreading and sharing about personal use and experience, 3) consumption centered the value, 4) retreat and healthcare, 5) counter trend comes into the reaction about the forceful major trend. Contemporary customer changes essence of the life on the ground of emotion, symbol, image, and value not a commodity, function, and logos, and demands into change about direction of business to mostly enterprises. Customer's need and desire are on the increase as various emotion and value. Therefore, change of customer cultural trend is barometers for the growth and development of new fashion industry in $21^{st}$ century.

• Culinary science and hospitality research
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• v.21 no.2
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• pp.103-118
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• 2015

This study is intended to look into the effect of dining space color and design on customers' psychological response, satisfaction, and reuse intention of restaurants. To achieve this, an empirical survey was carried out based on responses from 400 dining-out customers. The results were as follows. The dining space color and design had a significant and positive effect on customers' psychological reaction, satisfaction and reuse intention of restaurants. This is a result of positively evaluated service through an increased customer emotional response to simultaneous factors. It also suggest a recognition of a customer's psychological response in forming images based on restaurant attributes aside from food quality, such technique, ornamental equipment, sound, and design factors harmonized with indoor environment, in an attempt to increase customer interest in an increasingly competitive business environment. Consequently, dining space color and design can lead to customers' psychological satisfaction and reuse intention.

• Journal of Distribution Science
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• v.11 no.5
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• pp.5-15
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• 2013

Purpose - The purpose of this study is to investigate the impact of the service quality of a university-based convenience store on consumer satisfaction, service value, and customer loyalty. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions based on the KD-SQS model. We used the SPSS/PC 18.0 and AMOS 18.0 statistical packages to analyze the results. For validating the research hypothesis and the structural relationship of the research model, path analysis was used. Results - The overall results of this study are as follows. We found that benefits, promotion, and convenience had a significant impact on two variables: customer satisfaction and service value. Conclusions - The basic benefits, promotions, and convenient facilities in the university-based convenience store have already received favorable reviews. Therefore, for improving customer satisfaction, it is important to improve the reliability of service, quality of human interaction, and customer service.

• Journal of the Korea Safety Management & Science
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• v.19 no.4
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• pp.273-282
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• 2017

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers' requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.4
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• pp.109-123
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• 2011

This study proposes a value based service design (VBSD) approach using Kano's model and QFD. Key quality factors and key cost factors are identified, evaluated and then incorporated to produce customer value index (CVI) and provider value index (PVI) which are together used to determine the four value strategy zones. Each value strategy zone suggests its own appropriate service development strategy based on its corresponding CVI and PVI characteristics such as maintaining current service, reducing costs, raising quality or eliminating/creating services. A camping car service design case is applied to this study, which shows the practical contribution of this VBSD approach.

• Korean Management Science Review
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• v.23 no.3
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• pp.27-39
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• 2006

Designing mobile Interfaces is fundamentally different from designing online interfaces. Not only are there differences in underlying technologies, but also in the way people use mobile Interfaces. If these differences are not taken into account in designing mobile interfaces, mobile services are likely to fail. If mobile services do not deliver what people want, these services will fail no matter how excellent the underlying technology is. The user interface design commonly used in mobile services is based on multi-layered approach, which is not very user-friendly. A well designed single layered user Interface will be more user friendly than the conventional one and it will be having edge over others. However, it is quite difficult to Provide a single layered user Interface in a small screen. This study aims at examining how design attributes of mobile interfaces affect customer preferences. In order to explore customer preferences to each design attribute of mobile interfaces, we measure and analyze customer's WTP (Willingness To Pay) toward their different interface designs. Ultimately, throughout the study, we try to answer how to design mobile interfaces in small screen of mobile devices. In addition, we propose an optimal design solution that customers likely prefer.

• Design Convergence Study
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• v.16 no.6
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• pp.43-58
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• 2017

Recently, service failure from dysfunctional customer behavior has been observed in various service industries. Customers so-called 'Jaycustomer' can make bad influence to other customer's service experience which can be the obstacle of ideal service delivery. Therefore, approaching dysfunctional customer in service design perspective have became necessary, and modelling such customers through persona could be useful. For this purpose, we suggested the concept 'Evil Persona', and to find statements of personality trait which can make designers predict dysfunctional customer behavior, literature review and Q method analysis were performed. In result, dysfunctional customer behaviors were differed from service characteristics and were able to predict by combinations of statements. Based on this, more detailed customer information could be offered by presenting differentiated dysfunctional behavior information according to service characteristics. Since service design expanded its area, 'Evil Persona' can be valuable as criteria of verifying and compensating idea's vulnerability and limitation.