• Health Policy and Management
• /
• v.11 no.2
• /
• pp.141-168
• /
• 2001

Healthcare service organizations can apply the cost of quality(COQ) model as a method to evaluate a service quality improvement project such as Total Quality Management (TQM). COQ model has been used to quantify and evaluate the efficiency and effectiveness of TQM project through estimation between cost and benefit in intervention for a quality Improvement to provide satisfied services for a customer, and to identify a non value added process. For estimating cost of quality, We used activities and activity costs based on Activity Based Costing(ABC) system. These procedures let the researchers know whether the process is value-added by each activity, and identify a process to require improvement in TQM project. Through the series of procedures, health care organizations are service organizations can identify a problem in their quality improvement programs, solve the problem, and improve their quality of care for their costumers with optimized cost. The study subject was a quality improvement program of the department of radiology department in a hospital with n bed sizes in Metropolitan Statistical Area (MSA). The principal source of data for developing the COQ model was total cases of retaking shots for diagnoses during five months period from December of the 1998 to April of the 1999 in the department. First of the procedures, for estimating activity based cost of the department of diagnostic radiology, the researchers analyzed total department health insurance claims to identify activities and activity costs using one year period health insurance claims from September of the 1998 to August of the 1999. COQ model in this study applied Simpson & Multher's COQ(SM's COQ) model, and SM's COQ model divided cost of quality into failure cost with external and internal failure cost, and evaluation/prevention cost. The researchers identified contents for cost of quality, defined activities and activity costs for each content with the SM's COQ model, and finally made the formula for estimating activity costs relating to implementing service quality improvement program. The results from the formula for estimating cost of quality were following: 1. The reasons for retaking shots were largely classified into technique, appliances, patients, quality management, non-appliances, doctors, and unclassified. These classifications by reasons were allocated into each office doing re-taking shots. Therefore, total retaking shots categorized by reasons and offices, the researchers identified internal and external failure costs based on these categories. 2. The researchers have developed cost of quality (COQ) model, identified activities by content for cost of quality, assessed activity driving factors and activity contribution rate, and calculated total cost by each content for cost for quality, except for activity cost. 3. According to estimation of cost of quality for retaking shots in department of diagnostic radiology, the failure cost was ￦35,880, evaluation/preventive cost was ￦72,521, two times as much as failure cost. The proportion between internal failure cost and external failure cost in failure cost is similar. The study cannot identify trends on input cost and quality improving in cost of qualify over the time, because the study employs cross-sectional design. Even with this limitation, results of this study are much meaningful. This study shows possibility to evaluate value on the process of TQM subjects using activities and activity costs by ABC system, and this study can objectively evaluate quality improvement program through quantitative comparing input costs with marginal benefits in quality improvement.

• Science of Emotion and Sensibility
• /
• v.11 no.4
• /
• pp.599-612
• /
• 2008

Today, communication trend of financial brand has changed fast with more foreign financial brand's introduction, emerging financial brands through the openness. With the trend of changing, companies are introducing various marketing methods to differentiate its brand image. And color marketing becomes an important tool for the differentiation. However, except a few brands, brand color which expresses management character of a company is different from the customer's preferred color which is based on investors' investment tendency. This may be related to the brand Image which is final goal of communication. Therefore, this study suggests effective communication method between company and customers by analyzing preferred color of customers by their investment tendency and comparison analysis security firms' color marketing strategy. As a result, it was found that Roland Barthes symbolic meaning of colors is different from the symbolic meaning of the groups of investor tendency. For example, I assumed that aggressive investors preferred strong color like red or orange, but the survey result was far from my assumption. I hope this study can be a good foundation for logical and scientific marketing in communication between security companies and customers in more open market with introduction to the Capital Market Consolidation Act.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
• /
• v.9 no.5
• /
• pp.193-203
• /
• 2014

This study was to highlight the importance of elements of flower fair to organizer who organize flower fair in local community, to increase of participancy in flower fair exhibition with informing experience element and finally to increase incomes of flower farmhouse. To investigate degrees of interest of visitors on experience marketing of exhibition factors in flower fair, survey was conducted for 278 target audiences and data was analyzed to find the effect of experience marketing of exhibition factors in flower fair on the interest of purchasing. To population statistics, female took majority, 61.9% in sex, twenties, 34.5% in ages, married, 50.7% in marriage and students, 36.7% in job. University graduation occupied 58.3% in education, one million something, 48.6% in average income, seoul showed 38.1% in resident cities and 1st time visit was 79.9% in flower fair visit. For statistical categories, technology statistics analysis and reliability analysis were conducted. To check validity, factor analysis was conducted, and to see interrelationship of factors, using regression analysis, fluence among factors was analyzed. Results showed that exhibition environment of flower fair was effected by cultural elements, exhibition quality and exhibition service were effected by event and cultural element, exhibition marketing was effected by cultural and image element and purchasing interest was effected by image element.

• Management & Information Systems Review
• /
• v.34 no.1
• /
• pp.121-142
• /
• 2015

This study focused on finding how to raise the positive effect of a service employee on the organization by strengthening his sympathetic feeling at the position of business, not the position of customer and how to reduce the negative effect. The specific objectives of the study are: First, the effect factors of the empathy abilities (cognitive empathy, emotional empathy) of a service employee are largely classified as the social support (supervisor support, co-worker support) to the service employee and the self-soothing ability. Therefore, this study tries to verify the relationship between the self-soothing ability, and social support and empathy which are preceding factors of the empathy of a service employee. Second, it also tries to verify the relationship between job stress and empathy ability(cognitive empathy, emotional empathy) of a service employee. As a result of the verification of the study hypothesis, first, the social support was distinguished as supervisor support and co-worker support, and the empathy ability was distinguished as cognitive empathy and emotional empathy. As a result of verifying the relationship between social support and empathy ability, the supervisor support did not have a positive effect on cognitive empathy while the co-worker support did have a positive effect of cognitive empathy. The supervisor support had a positive effect on emotional empathy and the co-worker support had a positive effect on emotional empathy. Second, the self-soothing ability of a service employee had a positive effect on empathy ability and a positive effect on both cognitive empathy and emotional empathy. Finally, the empathy ability(cognitive empathy, emotional empathy) of a service employee was shown to have a negative effect on the job stress of a service employee.

• Journal of Digital Convergence
• /
• v.18 no.6
• /
• pp.167-175
• /
• 2020

The purpose of this paper is to provide directional and policy references to develop a higher level of service quality and consumer-oriented e-commerce platform. This paper has established a model of consumer behavior of Chinese fresh agricultural e-commerce using customer satisfaction theory and cognitive value theory, and used survey and SPS23.0 to verify hypothesis. Studies have shown that when consumers consume fresh agricultural products, product quality, logistics and distribution service quality, interactive quality of e-commerce platform, and product price and cognitive value have a positive effect on consumer behavior. This study is meaningful in the study of consumer behavior of fresh agricultural e-commerce, and in the case of fresh agricultural e-commerce companies, consumer behavior can be understood. In the model constructed in this paper, the relationship between each influencing factor and consumer behavior is considered comprehensively, but the possible relationship between fine molecular factors has not been studied and analyzed. In the future learning process, it is necessary to make clear the characteristics and particularity of the industry, think about its influencing factors comprehensively and make in-depth analysis.

• Journal of Agricultural Extension & Community Development
• /
• v.20 no.4
• /
• pp.1181-1216
• /
• 2013

This study was accomplished to enhance brand value for hanwoo and to develop strategy for brand positioning that move customer's heart. This study in order to achieve the research was carried out as follows: First, the cluster analysis based on demographic characteristics for consumer on the basis of three types segmentation on market was conducted. Market A was consisted of a well-educated, high-income and young bracket. Market B was consisted of a well-educated, high-income and middle-aged bracket. Market C was consisted of a low-income and middle-aged class. Second, consumer's positioning map was analyzed based on perceiving data which are products' functional, emotional, and self-expressive benefits about consumer's feeling beef products. This study was analyzed each relative brand advantage and structure of competition on segmented market by conjoining each brands positioning map and feature vectors map. By the result of the analysis, each brand's positioning strategy was devised. As a result of the study, the hoengseong hanwoo is competitive about all kinds of market. We chooses that hoengseong hanwoo's target is A market, because that brand is evaluated as a high-ranked quality by high-class image of luxury price, quality, brand image. For management improvement sake, this brand(the hoengseong hanwoo) is needed to effort for promoting consumer's awareness about safety and reliability.

• Management & Information Systems Review
• /
• v.34 no.5
• /
• pp.71-92
• /
• 2015

This study analyzes the impact of Corporate Social Responsibility (CSR) activities on financial performances using Bayesian Network. The research tries to overcome the issues of the uniform assumption of a linear function between financial performance and CSR activities in multiple regression analysis widely used in previous studies. It is required to infer a causal relationship between activities of CSR which have an impact on the financial performances. Identifying the relationship would empower the firms to improve their financial performance by informing the decision makers about the different CSR activities that influence the financial performance of the firms. This research proposes General Bayesian Network (GBN) and presents Markov Blanket induced from GBN. It is empirically demonstrated that all the proposals presented in this study are statistically significant by the results of the research conducted by Korean Economic Justice Institute (KEJI) under Citizen's Coalition for Economic Justice (CCEJ) which investigated approximately 200 companies in Korea based on Korean Economic Justice Institute Index (KEJI index) from 2005 to 2011. The Bayesian Network to effectively infer the properties affecting financial performances through the probabilistic causal relationship. Moreover, I found that there is a causal relationship among CSR activities variable; that is Environment protection is related to Customer protection, Employee satisfaction, and firm size; Soundness is related to Total CSR Evaluation Score, Debt-Assets Ratio. Though the what-if analysis, I suggest to the sensitive factor among the explanatory variables.

• Culinary science and hospitality research
• /
• v.21 no.3
• /
• pp.53-67
• /
• 2015

The purpose of this study is to analyze the relationship between characteristics of online word-of-mouth communication regarding medicinal cuisine on value, satisfaction, loyalty and popularization, as well the interrelationship among them, and ultimately to propose a relationship model. The survey design, empirical analysis, hypothesis examination and model application were found to be suitable. The research results are summarized below. First, regarding the characteristics of online word-of-mouth communication, professionalism and proper timing were found to have a positive influence on value and the satisfaction. Second, the value of medicinal cuisine was found to have a positive effect on satisfaction and popularization, but not on loyalty. Overall, stressing the professionalism and proper timing of online word-of-mouth communication increases the value and customer satisfaction of medicinal cuisine, which in turn increases its popularity. In particular, those interested in increasing the popularity of medicinal cuisine should not only be knowledgeable of it, but also post accurate information that details each dishes unique traits and how to properly manage ingredients and cooking methods.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.16 no.12
• /
• pp.8800-8811
• /
• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• CRM연구
• /
• v.3 no.1
• /
• pp.49-71
• /
• 2010

This study set out to shed more specific light onto sales managers' coaching and salespersons'organizational commitment and role perceptions, which have been proven to work as important variables in salespersons' performance. It thus conducted an in-depth investigation into the overall sale management activities of sales managers from five high-sales organizations and five low-sales organizations and analyzed differences between them. The interviews of the ten sales managers were combined and analyzed. As a result, the ones from the high-sales organizations demonstrated the following characteristics: first, the salespersons of the high-sales organizations were strongly committed to the goals and values of their organizations. Second, the salespersons of the high-sales organizations had clear perceptions of their roles and showed relatively fewer role conflicts than those of the low-sales organizations. Third, the sales managers of the high-sales organizations demonstrated coaching behavior strongly. They provided positive feedback and role models for the salespersons to follow, thus earning great respect from them and maintaining trust-based relationships with them. And finally, the sales managers' organizational commitment and role perceptions had positive impacts on the salespersons' organizational commitment and role perceptions. Those research findings indicate that sales managers' organizational commitment and role perceptions can be a positive role model to salespersons and that such a role model can have influences on salespersons' performances as part of the characteristics of coaching behavior.