• Journal of the Korea Safety Management & Science
• /
• v.9 no.6
• /
• pp.113-122
• /
• 2007

Quality function deployment(QFD) is becoming a widely used customer oriented approach. The aim of this paper is to present an analytic method of quality function deployment that is to maximize customer satisfaction, using a customer satisfaction survey conducted in the college in Korea. Combining weights and satisfaction indices, "performance/important" diagrams are to develop and this grid can be used in order to identify priorities for decision making. Also, this paper shows a 0-1 integer programming model for maximizing customer satisfaction subject to a budget constraint in QFD planning process with case study.

• Journal of Applied Tourism Food and Beverage Management and Research
• /
• v.15 no.1
• /
• pp.57-80
• /
• 2004

Resort Hotel Rate System was first introduced as an official guideline after Tourism Promotion Act, which enables the secretary of transportation to rate resort hotel by its facility and accommodation, was enacted on January 18, 1971. And the system was modified time to time to what we currently have after numerous revisions. However, the system has made a slow progress compare to the other countries system and have shown many potential problems that need to be improved. There is a problem that it is not even clear whether the act is as effective to apply it to rate any resort hotel in reality. The hotel rate system was first introduced in 1970's and changed ever since, and it also changed the private organizations to audit the decision. However, unlike the hotels in other countries, our hotel rating system is not focus on the customer's service and informations. It focus on the hotel's quality so that cause the problem whether the hotel is for customer or not In other different countries, they have some specific standard for evaluation of customer service based on customers' reference or needs. However, there is no evaluation part concerning on customer service in Korea. Also, even the hotel rating system is not based on the hotel waitress or waiter's service part. It means the system is almost focus on the hotel's qualities. Therefore, customer who needs hotel service, can not trust whether they can choose the hotels which gives the right informations and good quality services. Although hotel's physical layout is important, the service part is also important for evaluating the hotel entirely. There are a lot of things to develop and to be changed in order to develop tourism industry in the process of decision about Hotel's level in Korea Thus, this research will summarize some problems which are revised through the former research of hotel's level. And it will compare the system of hotel's level between Korea and developed countries in hotel industry Additionally, I will show current tourism industry in Korea. Finally, I suggest the improvement proposal for the level system of hotel in Korea and process of this system in the future.

• Journal of Korean Society for Quality Management
• /
• v.29 no.4
• /
• pp.54-64
• /
• 2001

Service industries are rapidly increased and the environment of service is also changing in healthcare settings. Those make them change their management strategies and carry out many researches. Till now, single-item behavioral intention scale or direct measuring has some limitations that we have to consider its efficiency and it is difficult to explain phenomena of broad part in the process of determining behavioral intentions. In this paper, we examine the dimensionality of healthcare service in Korea through the multi-item behavioral intention scale. In addition, we are going to investigate the nature of the relationship between service quality perceptions which have unique construct, and consumer satisfaction judgements in the formation of consumers' behavioral intentions. we are going to conclude that the linear combination model of service quality and customer satisfaction can describe the process of formation of customers' behavioral intentions best and provide some managerial implications to decision makers for redistribution of materials and human resources.

• Journal of Distribution Science
• /
• v.10 no.6
• /
• pp.27-37
• /
• 2012

Many studies have focused on the importance of organizational integration when companies try to achieve growth through mergers and acquisitions (M&A). However, there has been little research that focuses on the new branding or customer base integration of the M&A process, despite the fact that this integration is very important for achieving M&A goals and business performance in industries such as retail. The purpose of this study is to provide an M&A case study of the retail industry, focused especially on the new branding and customer integration of two department stores. This study examined key integration processes in terms of brand name and membership systems of both companies by examining how the merged company achieved its new branding and the integration of its membership systems. The methodology of this research is the case study, which is used in both normative and empirical studies for distribution research in Korea. This research analyzes the case of both new branding and customer membership systems of the two companies. The new branding initiatives of this case centered on decision making including brand extension and brand naming. The customer membership integration of the two companies is analyzed on the basis of the customer reward programs that include both financial and service rewards. This study shows the success factors of new branding and customer integration in the M&A process in terms of achieving marketing goals and business performance as follows: First, companies should identify the integration areas by analyzing the brand and membership of both companies and make a balanced decision for both the customer and company. Second, the goals of new branding and membership integration in the M&A process should not emphasize business efficiency from a short-term perspective but rather should consider brand power and business synergy from a long-term perspective. Third, the post-merger integration process of the brand or customer areas requires not only the organized execution of integration tasks but also follow-up programs for changes in business strategy and marketing-related programs to realize the synergy effects of integrated organization. Although this study provides a detailed review and analysis of the new branding and customer integration processes in post-merger integration and in identifying the primary decision-making areas of these processes, there are some limitations requiring further research that may overcome or compensate for these limitations. The suggested future research areas are as follows: First, since this research is a case study of only one M&A, it makes few theoretical contributions such as new propositions or theories or possibilities for generalization. This limitation can be overcome through further research using multiple cases, which may lead to new propositions. Second, the methodology of this study lacks sufficient rigor in terms of its analytic approach because this case study was developed and analyzed descriptively. Further research is needed to compensate for these limitations, such as using a theory-based approach or comparative analysis approach that makes case analysis more systematic.

• Asia Marketing Journal
• /
• v.18 no.1
• /
• pp.23-35
• /
• 2016

Product customization has been popular since Internet shopping began. Many firms have introduced customization configuration systems, allowing customers to choose a wide range of product attributes, attracting them to participate in the shopping process, and increasing customer satisfaction. Paradoxically, the attribute-by-attribute (AbA) choice in the customization process requires a high-information processing load resulting in shopper confusion. To reduce this confusion, the CvSS (customization via starting solution) system has recently been developed. However, this system provides solution support only for the starting point of the configuration process. Thus, in this study, the authors proposes the CvWS (Customization via Waypoint Solutions) system, which would greatly reduce the customer effort needed to complete the configuration process by using a novel approach to solve the nonlinear knapsack problem. The newly proposed system is theoretically compared with the AbA customization as well as the CvSS system. Also, its feasibility is discussed in the context of the nonlinear multiconstraint knapsack problem.

• Proceedings of the Korea Association of Information Systems Conference
• /
• 2000.11a
• /
• pp.1.4-4
• /
• 2000

We present an autonomous distributed manufacturing system to plan the manufacturing process and the schedule based on a customer order, which considers the system efficiency as well as to the flexibly. In our system, an intermediate conceptual agent called process agent is introduced, of which the role is to create a plausible alternative for the working group to fulfill the given order. The process related decision such as process sequence, allocated facilities, schedule and cost is also made simultaneously. Given an order, several these process agents are created, and the optimum on is selected through a bidding mechanism. As a criterion of such a decision-making, we consider a concept of value which is determined by several factors such as cost, delivery, working ratio and so forth. Every agent consisting of the system makes decisions and actions so as to maximize its possessing value, and the overall behavior of the system is controlled by the value distribution.

• Asia pacific journal of information systems
• /
• v.33 no.2
• /
• pp.342-366
• /
• 2023

This study attempts to extend the customer value - customer satisfaction - customer loyalty framework by introducing key constructs of scarcity messages as a major environmental stimulus and the urge to buy impulsively as its response in the context of group-buying social commerce, across countries including Korea and China. More specifically, this study proposes that scarcity messages influence customers' value perception (i.e., utilitarian value and hedonic value) and thereby influencing customer satisfaction and further customer loyalty. Moreover, the study suggests that scarcity messages and utilitarian and hedonic values arouse the urge to buy impulsively. In the Korean sample, the results show that scarcity messages increase both utilitarian and hedonic values as well as the urge to buy impulsively, which in turn leads to customers' satisfaction and further loyalty. Besides, customer satisfaction is determined by utilitarian value, not hedonic value. In the Chinese sample, utilitarian value-related relationships are insignificant. More specifically, scarcity messages only influence hedonic value which increases the urge to buy impulsively. Besides, customer satisfaction is determined by both utilitarian and hedonic values, but not by the urge to buy impulsively.

• Korean Management Science Review
• /
• v.18 no.2
• /
• pp.1-10
• /
• 2001

Due to environmental change in market, delivery satisfaction to customer end redaction of LeadTime are critical In the Make-to-Order manufacturing system. This paper focuses on Order Feasibility Decision System Based on SNS System. We suggest BOP (Bill of Process) in which aggregated information is used When the load p1anning problem is solved while more detailed information is used when the scheduling problem is solved.

• Journal of Korean Society for Quality Management
• /
• v.31 no.3
• /
• pp.85-97
• /
• 2003

There are various methods to assess to company's outcome. Among them, the customers satisfaction, which is assessed by customers, is the most important. If the customers satisfaction is measured by the CSI based on the proper reliability and validity, you can apply the result for various marketing methods. Therefore, this study develops a model to assess CSI for an industry, specifically, local automotive industry based on the SEM that is already proven valid through assessing models such as ACSI, KCSI and NCSI. Moreover, this research can be utilized for marketing strategy helping customers to decide as an AHP model, one of the decision making method.

• Asia pacific journal of information systems
• /
• v.16 no.3
• /
• pp.67-93
• /
• 2006

Some consumers prefer online and others prefer offline. What makes them prefer online or offline? There has been a lack of theoretical development to adequately explain consumers' channel switching behavior between traditional physical stores and new virtual stores. Through consumers' purchase decision processes, this study examined the reasons why consumers changed channels depending on purchase process stages. Consumer's purchase decision process could be divided into three stages: pre-purchase stage, purchase stage, and post-purchase stage. We used the intention of channel selection as a surrogate dependent variable of channel selection. And some constructs, that is, channel function, channel benefits, customer relationship benefits, and perceived behavioral control, were selected as independent variables. In buying look-and-feel products, it was identified that consumers preferred virtual stores to physical stores at pre-purchase stage. To put it concretely, all constructs except channel benefits were more influenced to consumers at virtual stores. This result implied that information searching function, which is a main function at pre-purchase stage, was better supported by virtual stores than physical stores. In purchase stage, consumers preferred physical stores to virtual stores. Specially, all constructs influenced much more to consumers at physical stores. This result implied that although escrow service and trusted third parties were introduced, consumers felt that financial risk, performance risk, social risk, etc. still remained highly online. Finally, consumers did not prefer any channel at post-purchase stage. But three independent variables, i.e. channel function, channel benefits, and customer relationship benefits, were significantly preferred at physical stores rather than virtual stores at post-purchase stage. So we concluded that physical stores were a little more preferred to virtual stores at post-purchase stage. Through this study, it was identified that most consumers might switch channels according to purchase process stages. So, first of all, sales representatives should decide that what benefits should be given them through virtual stores at the pre-purchase stage and through physical stores at the purchase and post-purchase stages, and then devise collaborative channel strategies.