• Journal of Distribution Science
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• v.19 no.2
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• The Journal of Economics, Marketing and Management
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• v.6 no.1
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• pp.9-16
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• 2018

Purpose - Benefit delay type services have a characteristic of benefit delay that does not immediately appear at the time of delivery of service. Due to a characteristic of benefit delay, the customer's participation in the service delivery system is hindered, and the quality of service declines. As a result, customer satisfaction would be reduced. The purpose of this study is to construct an analytical framework to analyze a mechanism that promotes customer participation in benefit delay type services. Research design, data, and Methodology - Existing research has considered only the performance of service companies to enhance the quality of service and customer satisfaction. This study focused on customer participation as a factor affecting the quality of service and customer satisfaction and attempted to construct an analytical framework based on a theoretical perspective of motivational research. Results - By adopting the motivation theory, this research derived three concepts, the possibility of gaining benefits, the emotional experience, and the desire of benefit. And motivation is created when the three factors interact with each other. Conclusions - This paper has constructed an analytical framework for analyzing factors that promote customer participation in the benefit delay service and finally has proposed case study for further research.

• Korean journal of food and cookery science
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• v.20 no.3
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• pp.247-255
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• 2004

The foodservice industry is changing more and more from on-site foodservice management to contract foodservice management. However there are differences according to the level of management and operation of contract foodservice management company (CFMC). The necessity of certification on CFMC is increasing to enable fair discrimination of CFMC among most clients that want to contract with CFMC. This study was performed to identify the foodservice operation evaluation model's criteria items for certifying CFMC. The analysis research methods included literature review, content analysis, individual interview, Delphi technique, and brain storming. First, the following infrastructure items were prepared in the contractor's viewpoint: procurement, transparency of operation, menu development and operation system, nutrition service system, professional employee education, sanitation andsafety management system, customer satisfaction system, facility system, management information system (MIS), business and economics. Second, the evaluation criteria required by the contractor on the client's view point was similar to school foodservice, hospitalfoodservice, and business andindustry foodservice except extraordinary items of field. Third, evaluation criteria and detail categories and items were identified such as financial focus, customer focus, process focus, human focus, and renewal and development by grafting on intellectual capital evaluation methodology for CFMC.

• Journal of the Korea Safety Management & Science
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• v.4 no.4
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• pp.73-85
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• 2002

The supply chain not only includes the manufacturer and suppliers, but also transporters, warehouses, retailers, and customers themselves. Within each organization, such as manufacturer, the supply chain includes all functions involved in filling a customer request. these functions include, but are not limited to, new product development, marketing, operation, distribution, finance, and customer service. Lean Supply chain coordination improves if all supplier of chain take actions that together increase total supply chain profits. To design of Modularity by the grouping supplier, the proposed method is to develop the most appropriate production system models in the Supply Chain Management which is necessity of the times and its importance. The objects of this study is development of model and cost analysis to the modular production system in Lean SCM. Introduction of modular production system in Lean SCM is effective in reducing the cost in processing, manufacturing, inventory holding, ordering, etc.

• International Journal of Quality Innovation
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• v.7 no.3
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• pp.70-81
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• 2006

An Integrated Outage Management System (IOMS) is a utility owned, centralized information system. Using the Supervisory Control And Data Acquisition (SCADA) methodology, the IOMS integrates different databases and components of outage management systems to improve the quality of service of electrical power to customers. This paper describes the development of an IOMS and its related utility functionality. The design considerations, salient features, component integration, functional aspects, and implementation issues of the IOMS are discussed. Evidence shows that the IOMS implementation would result in improving the overall quality of electric power supply and effective outage management significantly.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.211-218
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• 2012

Over the last two decades, many information system researchers have developed the variables of information system using the measurement of user satisfaction. In context, this research developed the measurement of user satisfaction in smartphone application market and compared the difference of user satisfaction factors between Adroid market and App store. The results indicated that satisfaction of App store was more than that of Adroid market. The information system and customer-oriented factors of App store were higher than that of Adroid market.

• Proceedings of the Korea Information Processing Society Conference
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• 2016.04a
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• pp.461-463
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• 2016

Information security and preservation of customer's data privacy are key factors for further wide spread adoption of microgrid (MG) technology. However, strong coupling between the operation cost of multi-microgrid (MMG) system and privacy of customer data makes it more challenging. A nested energy management system (EMS) has been proposed in this paper. The surplus/shortage information from the inner level MGs is included in processing the optimal operation of outer level MGs. This type of optimization ensures a layered privacy-preservation to customer at each MG level. The proposed EMS architecture is a better trade-off architecture between the operation cost of the MMG system and customer privacy-preservation at each level of MG.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.01a
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• pp.464-469
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• 2001

CRM(Customer Relationship Management : CRM) is an advanced marketing supporting system which analyze customers\` transaction data and classify or target customer groups to effectively increase market share and profit. Many engines were developed to implements the function and those for classification and clustering are considered core ones. In this study, an improved clustering method based on SOM(Self-Organizing Maps : SOM) is proposed. The proposed clustering method finds the optimal number of clusters so that the effectiveness of clustering is increased. It considers all the data types existing in CRM data warehouses. In particular, and adaptive algorithm where the concepts of degeneration and fusion are applied to find optimal number of clusters. The feasibility and efficiency of the proposed method are demonstrated through simulation with simplified data of customers.

• Industrial Engineering and Management Systems
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• v.7 no.1
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• pp.57-65
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• 2008

Available-to-promise (ATP) exhibiting availability of manufacturing resources can be used to support customer order promising. Recently, one advanced function called Capable-to-promise (CTP) is provided by several modern APS (advanced planning system) that checks available capacity for placing new production orders or increasing already scheduled production orders. At the customer enquiry stage while considering the order delivery date and quantity to quote, both ATP and CTP are allocated to support order promising. In particular, current trends of mass customization and multi-side production chain derive several new constraints that should be considered when ATP/CTP allocation planning for order promising - such as customer's preference plants or material vendors, material compatibility, etc. Moreover, ATP/CTP allocation planning would be executed over a rolling time horizon. To utilize capacity and material manufacturing resource flexibly and fulfill more customer orders, ATP/CTP rolling planning should possess resource reallocation mechanism under the constraints of order quantities and delivery dates for all previous order promising. Therefore, to enhance order promising with reliability and flexibility to reallocate manufacturing resource, the ATP/CTP reallocation planning mechanism is needed in order to reallocate material and capacity resource for fulfilling all previous promised and new customer orders beneficially with considering new derived material and capacity constraints.

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.301-322
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• 2013

Purpose: This study aims to determine the needs of customers who use railroads as a mode of transportation and propose customer-oriented improvements in railroad technology by making connections between customer needs and railroad technology. Methods: We primarily used two methods for this study, AHP and QFD. First, AHP was used to evaluate the relative importance among the different components of railroad technology. Second, the QFD was applied to make a link between customer needs and railroad technology. Results: Railroad technology is largely divided into development, maintenance, and support. Empirical results showed the following improvement priorities in development, vehicle, system, line, signal/communication, power, and structure, in maintenance, vehicle, signal/communication, line, process, power, and structure, and in support, safety/precaution, management, environmental energy, operations/logistics, and station. Conclusion: Recognizing limitations in measuring the level of railroad technology when using the existing 'Technology Growth Model,' we used AHP and QFD to explore improvement directions for customer-oriented railroad technology. By offering customer-oriented services based on this study, railroad service providers will be able to acquire competitive advantage in the market.