• Knowledge Management Research
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• v.24 no.4
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• pp.153-176
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• 2023

Generative AI, especially conversational AI like ChatGPT, has recently gained traction as a technological alternative for automating customer service. However, there is still a lack of research on whether current generative AI technologies can effectively replace traditional human managers in customer service automation, and whether they are advantageous in some situations and disadvantageous in others, depending on the conditions and environment. To answer the question, "Can generative AI replace human managers in customer service activities?", this study conducted experiments and surveys on customer online reviews of a food delivery platform. We applied the perspective of the elaboration likelihood model to generate hypotheses about whether there is a difference between positive and negative online reviews, and analyzed whether the hypotheses were supported. The analysis results indicate that for positive reviews, generative AI can effectively replace human managers. However, for negative reviews, complete replacement is challenging, and human managerial intervention is considered more desirable. The results of this study can provide valuable practical insights for organizations looking to automate customer service using generative AI.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.14 no.4
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• pp.1-6
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• 2014

This paper proposes a mobile content curation service to collect various online/offline publications. The company publishes one-time topic information to a broker server in advance and customer curates topic information on a mobile device by requesting it. The main characteristics of the proposed service are: it is based on request/response model rather than existing publish/subscribe model, can easily specify topic information by input string without QR code or audio recognition, and retrieves all of topic information anywhere anytime by storing it on mobile device. This service can be used for second screen campaign for TV and various online/offline events.

• Journal of the East Asian Society of Dietary Life
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• v.17 no.5
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• pp.753-763
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• 2007

While the cognitive aspects of customer behavior have been a main subject of research, some researchers are now focusing on the emotional aspects. The influence of emotion on attitude and judgement has been accepted by many researchers, and most studies regarding emotion have focused on physical surroundings and emotional responses, based on Mehrabian & Russell's 1974 model. This study aimed to expand the scope of the model by including employee service. Here we examined the structural relationships between the physical surroundings and employee service of upscale restaurants, along with emotional response, and service loyalty. Physical surroundings and employee service were used as single factors, and we composed four different emotional responses: positive, negative, positive arousal, and negative arousal. While physical surroundings had impact on 'positive emotion' and 'positive arousal', Employee service had influence on 'negative emotion', and 'negative arousal' as well as 'positive emotion'. And 'positive emotion' and 'positive arousal' influenced service loyalty. Lastly, there was also a correlation between physical surroundings and employee service.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.188-202
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• 2008

The purpose of this research was to investigate the effects of various restaurant choice attributes on customer satisfaction that has positive influence on repatronage and word of mouth intent. This study examined relevant literatures, set up some hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was applied to total 478 customers who had visited restaurants around the northern part of Gyeong-gi province. The model was tested using SPSS 12.0 and AMOS 5.0 with 472 samples which received a 99% usable response rate. The results of empirical analysis were as follows: 1) menu quality has a significant effect on customer satisfaction and word of mouth intent. 2) service quality and convenience have a significant effect on customer satisfaction. 3) customer satisfaction has a significant effect on repatronage and word of mouth intent. 4) word of mouth intent has a significant effect on repatronage intent.

• Journal of Internet Computing and Services
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• v.10 no.1
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• pp.123-134
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• 2009

The CRM(Customer Relationship Management) is a business strategy model which can reap higher profits and can provide a competitive edge to an enterprise in today's new business environments. Early next year (2009), the Capital Market Consolidation Act will be in effect in South Korea. This is required for a qualitative growth to provide QoS (Quality of Service) and ensure growth in finance, IT industry & service. Accordingly, the securities and insurance companies, banks and other financial institutions make efforts to improve their derivative financial product and also enhance their services. In this paper we design and implement a Channel Server model for a Scalable Service Channel Server to efficiently manage the high volumes of inbound customer interactions based on the requirements of a CRM center. The proposed Scalable Service Channel Server supports integration with other third party service and standardization of multiple inbound service channels. The proposed model can be efficiently used in an inbound CRM center of any banking, finance, securities and insurance establishments.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.44 no.3
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• pp.146-164
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• 2021

This study examines the effects of the public's perception of emergency medical service (EMS) on the public health system's brand equity and the moderating effect of governance on this relationship using Keller's customer-based brand equity model. It uses four EMS functions: rescue/first-aid and transfer activities; disaster prevention, preparation, and response activities; educational activities in urgent situations; and medical treatment in emergency rooms to examine the effects of them on brand meaning of the public health system. Our findings are important for understanding the public as customers of the public health system and devising and/ or adapting healthcare policies and marketing strategies to develop brand equity and increase customers' loyalty to the public health system.

• Journal of Digital Convergence
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• v.2 no.2
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• pp.77-87
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• 2004

The main purpose of this study is to establish the empirical model of internet banking system. The results of this study shows that the statistical significant lies in confidentially and response among many factors. And additionally another result for recommendation factor by legit analysis that there is the significant result. Thus in the present period, bank company will focus to rise up the reliance of the internet banking system.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1996.04a
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• pp.373-376
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• 1996

The design development, and production of a product is one of the greatest challenges which flexible manufacturing systems face today. No matter how a company refines and controls the manufacturing process, if the product is not properly designed, it will not operate correctly or performed well. Therefore the focus on quality of design must be balanced. One such strategy certain to address the managerial and manufacturing of the future is concurrent engineering. Concurrent engineering calls for the consideration and inclusion of product design attributes satisfying all the design constraints such as customer requirements. Furthermore, concurrent engineering has been recently promoted in many industries as a response to competitive marketing pressures. Viewed as a systematic approach of creating high quality products and bringing them to market at lower cost and in significantly less time, it also attracts the attention of quality designers. In this paperm a methodology and model for optimizing the product design, especially selection of optimal design alternative, is developed. The focus of this paper is on product design as the most critical activity of concurrent engineering. The model is based on the customer requirements for quality. Customer requirements for a certain product can be grouped based on the various design attributes. The design attributes have the priorities. The number of design functions. Design attributes value are calculated, however these values are applied to the optimization method. Numerical example will be illustrated.

• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.63-72
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• 2018

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.239-253
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• 2010

This study was designed to investigate the performance analysis of dining space design, food styling, and table decoration of hotel wedding conventions. For this purpose, it investigated relevant literatures, set up hypotheses to solve main questionable considerations and made a corresponding empirical analysis. For the empirical analysis, a questionnaire survey was conducted to total 316 customers of deluxe hotels in the Seoul area. The model was tested using SPSS 12.0 and AMOS 5.0 on a sample of 321 surveys received with 96% of usable response rate. The results of the empirical analysis are as follows. Dining space design has a significant effect on customer satisfaction. Food styling has significant influence on customer satisfaction. Customer satisfaction has significant influence on revisit intention. Customer satisfaction has a significant effect on word of mouth. Revisit intention has significant influence on word of mouth.