• Journal of the Korean Society for Aviation and Aeronautics
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• v.19 no.1
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• pp.38-48
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• 2011

This paper tried to research a field employee's character, its correlation to service attitude and its impact on service using MBTI characteristics functional indicators, working at airline customer service center. It is proved employees with Sensing Feeing(SF), Intuition Feeling(NF) and Intuition Thinking(NT) have showed lower satisfaction on their duty than employees with Sensing Thinking(ST) have. In analysis of MBTI characteristics' impact on organization-related characteristics, it is also found out employees with Sensing Feeing(SF) and Intuition Feeling(NF) have showed lower trust than employees with Sensing Thinking(ST) have. Considering other controled factors, this paper found that the more job satisfaction employees have, employees with 1 to 5 years of experience on their duty showed more significant service-focused attitude. Moreover, deputy directors or high-ranked people with the higher job satisfaction were seemed to be more service-oriented.

• Management & Information Systems Review
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• v.38 no.2
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• pp.29-46
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• 2019

O2O services, a form of mobile commerce, are increasing due to the widespread use of smartphones and the rational consumption trend of young consumers. In addition, the introduction of Social Commerce's O2O service has transformed customer experience into innovation. Therefore, the purpose of this study is to investigate the effect of O2O service characteristics and social commerce provider characteristics on the social commerce 's O2O service as a social psychological image that consumers have at the point of purchase and use time, as a smart shopper feeling and a cheapness shopper feeling. And the relationship between consumer satisfaction and intention to use through Structure Equation Modeling, and to suggest the implications for O2O service management that can provide greater satisfaction to consumers by identifying the process of creating satisfaction of O2O service. The results of the study show that price discounts and scarcity of social commerce's O2O service characteristics have shown that it increases smart shopper feeling. Also, it was confirmed that brand awareness and ease of purchase, which are characteristics of social commerce, confirms the increase of cheapness shopper feeling. We also confirmed the effect of smart shopper feeling and cheapness shopper feeling on satisfaction. This satisfaction has a positive effect on the intention to use. The result of this study is that it is necessary to reduce the cheapness shopper feeling of consumers and to emphasize the price discount and scarcity so that the smart shopper feeling occurs in order to satisfy the consumers who purchase O2O service products.

• Journal of Korean Society for Quality Management
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• v.32 no.1
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• pp.130-143
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• 2004

Although consumer needs for better products force manufactures to put emphasis on design, often development of a product has been done without the formal process to consider consumer needs. In order to identify the implicit needs of customers and the areas of potential demand on a product, several analysis scheme such as QFD (Quality Function Deployment) has been developed. QFD, also known as the House of Quality, is the efficient tool ever created to tie product and service design decisions directly to customer wants and needs, i.e. VoC (Voice of Customer) To utilize this tool on a product design, first of all, the consumers attributes and the engineering characteristics must be exactly investigated. However there were only few studies about them on shoe design. Hence in this paper we developed an innovative framework for shoes design based on QFD. As a result, we uncovered 29 dominant human satisfaction dimensions as the consumers attributes for customer-oriented quality evaluation of a comfortable shoes. Here, 29 human satisfaction dimensions for a shoe design were identified as the dimensions that represent the human sensitivity and psychological feeling on comfortable shoes. Also, we proposed 60 human interface elements as the engineering characteristics. The relationships between human satisfaction dimensions and human interface elements were investigated. This study will help the designers and manufacturers clarify the conceptual and abstract aspect of the design evaluation by proposing a more systematic and process-oriented method.

• Journal of Distribution Science
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• v.18 no.2
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• pp.79-89
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• 2020

Purpose: This research aimed at exploring the antecedents of feeling ashamed and anger when customers perceive the rightness of object of criticism induced from in-group failure triggered due to my mistake or others' mistake, and identifying the effects of shame and anger on customers' consumption type. Research design, data and methodology: This research used 2 (failure caused by my mistake versus failure caused by others' mistake) between- subjects design, and collected 353 data through on-line survey, and structural equation model of Amos 21.0 was used to verify the hypotheses developed by reviewing the past literature. Results: First, feeling anger motivates customers to choose compensatory consumption behaviors whereas shame leads people to choose adaptive consumption behaviors. Second, customer's feeling of shame and anger is depending on the perceived rightness of the criticism induced from the failure caused by my mistake or others' mistake. Conclusions: Marketers should notice that even shame and anger are included to negative emotions, customers who feel ashamed are different from customers who feel anger in view of approaching consumption. They should conduct their marketing focused on the adaptive consumption to ashamed consumers and do the marketing based on compensatory consumption to angry consumers.

• Journal of Korea Society of Digital Industry and Information Management
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• v.9 no.3
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• pp.173-185
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• 2013

In this study, the relationships of factors influencing the ways alternative types of new digital products are accepted into the market will be structuralized. On the basis of previous research, it is assumed that customers intend to use alternative types of new digital products when they have a higher value than existing products. The consumer's feeling of attraction toward the product is another factor included in the evaluation of its quality. And the attraction of the products that the consumers feel is also included in the evaluation of the qualities of the product. The results of the study indicate first that a product's value affects its attraction, but not the usage intention of the customer. Second, the benefits of the product affect the customer's recognition of its value, while cost does not. Third, environment affects recognition by the customer of the product's attraction, while knowledge of the product does not. By structuralizing the factors that influence the customer's usage intention about alternative types of new digital devices, the causal relationships of the factors involved in the acceptance of new products into the market and their success can be comprehended.

• Journal of the Korean Operations Research and Management Science Society
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• v.38 no.1
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• pp.183-199
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• 2013

This study investigates customers' different behavior in accumulating and redeeming points and focuses on the moderating effect of usage level. We measure the hedonic accumulation and redemption ratio and usage level using loyalty program transaction data and link them to the survey data of loyalty and satisfaction. By doing so, we examine the effects of hedonic accumulation and redemption ratio on a consumer's loyalty intention and his or her satisfaction and the moderating effect of usage level. The result shows that there is a significant positive effect of hedonic accumulation and redemption ratio on customer loyalty and the mediating role of satisfaction on customer loyalty in both stages. And accumulation and redemption most importantly, we find an interaction effect of usage level on outlet type in point redemption stage while no effect in accumulation stage. That is if customers accumulate and redeem points at a hedonic outlets in both stages, it will give him a feeling of satisfaction and finally it will enhance the loyalty toward the focal loyalty program. And light buyers' loyalty increase more than those of heavy buyers when they redeem points in hedonic outlet. Our findings will help marketing managers of loyalty program to apply the effective segmentation strategy to the reward program which affects the customer's satisfaction and loyalty.

• Korean Journal of Occupational Health Nursing
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• v.25 no.2
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• pp.108-117
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• 2016

Purpose: The purpose of this study was to determine the relationship between customer contact service and mental health among Korean taxi drivers. Methods: This was a secondary analysis of data collected from the 2015 Korean Working Conditions Survey. The sample included 496 taxi drivers in South Korea. The effect of customer contact service on mental health was analyzed using logistic regression analysis. The independent variables were general characteristics, working conditions, and hazardous factors in interactive service. Results: The prevalence of poor mental health was 56.3%. Taxi drivers experienced emotional involvement (17.2%), hiding feeling (32.0%), and contact with angry clients (18.3%) in their job. During the first month of their work, 33.7% experienced verbal abuse and 12.3% threats/humiliating behaviors. In bivariate analysis, verbal abuse, threats/humiliating behaviors, and physical violence were associated with mental health of taxi drivers. Multiple logistic regression analysis revealed 'emotional involvement' and 'contact with angry clients' were significant predictors of mental health. Conclusion: The findings of this study may be useful in developing intervention programs to improve the mental health of taxi drivers in South Korea.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.3
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• pp.362-372
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• 2008

The remarkable tendency shown in recent fashion can be the customer's passiveness, not only their feeling desire for product but also needs for product seem to be made by mass media. So this condition can be thought as the currency of energy for being subjected. The public of fashion eagerly want the fashion style to be suggested for following it. The late Freudian, Erich Fromm said that the reason why individuals demand themselves to follow the masses' move could be explained as the hope against the fear of feeling not being from staying isolated and having no direction. Escaping from this fear, individuals ought to believe the necessity of participation in public. The fashion is willing to be defined as the united condition by individuals in the hope being consolidate in masses against being solitude. Nowadays, people can share many informations with internet, the fastest medium, which makes the individuals impatient not to be isolate, thinking other people must contact the information and should feel pressure of taking part in the currency. Even though the style is considered to be awkward for following it, it's frequent exposure on mass media by celebrities wearing the style could soon make a fashion. This is able to show that many customers should incline to consider less about their style or taste, whereas lean to pursue after masses' authority. Recent consumers have propensity to avoid feeling concern about others' criticism, on the other side, they try to chase of the fashion as masses' choice for feeling peaceful. The reason why people recognize not to have clothing to wear in spite of a large wardrobe, it must reflect their needs promoted from outside influence of introducing for new styles.

• Journal of the Korea Computer Industry Society
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• v.2 no.7
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• pp.875-884
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• 2001

This study was attempted to find out the result of the comparison between participant group and absentee group of electronic commerce lecture in internet shopping mall. To find out difference among the burden for ordering, convenience for ordering, uneasiness for goods and service and satisfaction for goods and service, experimental approach was adopted. The finding were that burden for ordering, convenience for ordering and uneasiness for goods makes no difference, but satisfaction for goods and service make a difference. The result of the analysis in the research shows as following. First, they showed no difference between participant group and absentee group on the feeling burden during the ordering process. Second, they showed no difference between the two groups on the feeling of convenience during the ordering process. Third, they showed no difference between the two groups on the feeling of unstable for goods and service. Fourth, they showed no difference between the two groups on the feeling of convenience for goods and service.

• Journal of the Korean Institute of Intelligent Systems
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• v.10 no.2
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• pp.168-174
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• 2000

All the visiting customers makes a queue and then can be served at an unoccupied server, in the queueing system of multi-server. The customer and server, however, have a conflictive feeling of satisfaction at all times. To solve the problem, in this paper, it is proposed that new design method of server number to maximize the satisfaction level of customer and server by the hzzy concept which is applied to the queuing system.