• 한국의류학회지
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• 제31권5호
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• pp.753-764
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• 2007

Apparel goods can be customer-oriented in the extreme and the apparel industry is one of the most customer-centered industries that should maximize customers' satisfaction. Recently, mass customization, a customer-centered system is widely discussed in the apparel industry to provide consumers with new, differentiating, distinctive, yet personalized products. The purpose of this study is to provide useful insights for apparel brands' mass customization(hereafter, MC) implementation by comparing the apparel brands' current status with consumers' expectation. One hundred apparel brands' practitioners and 116 consumers were surveyed in this research. First, we found that, on the basis of the five stages of MC presented by Pine(1993), apparel brands' MC stages were identified. Then, customers' expectation levels were examined according to the five stages. When compared the gap between the customers' expectation level and the apparel brands' implementation, consumers' expectation of MC was significantly higher than the implementation level by apparel brands for the stage 2(customized products creation), the stage 5(modular production). Second, by conducting a factor analysis with the scales measuring the MC activities of the five stages, apparel brands' current MC strategies could be classified as 'mass customized strategy', 'quick response strategy', 'MOT(moment of truth) customized strategy', and 'individualized service strategy.' Apparel brands showed significant differences in mass customized strategy, quickresponse strategy, and MOT customized strategy according to their product characteristics. Finally, consumers' expectation level of MC strategies was significantly different by their characteristics such as shopping orientation.

• 정보학연구
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• 제10권4호
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• pp.69-83
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• 2007

As a hospital environment is reconstructed from supplier-centered values to consumer-centered ones for the existence in the rapidly changing medical market, it can be said that not only must old slogans such as unconditional restructuring, remodelling, etc. be reconsidered, but a new strategy for the development and renovation of a hospital must be urgently required. Accordingly, development of customer-oriented practical strategies is needed and it appears possible to develop marketing and manage contacts, as a practical management strategy, for raising satisfaction of internal and external customers. The ultimate goal of such strategy development may be to ensure consistent potential development by maintenance of existing customers and securing new customers through a strategy of satisfying both existing and new customers. It appears that the competition in the medial will be keener in the future by human resources, members of an organization, Under these circumstances, and in relation to appearance of a new type of occupation of a coordinator, if a hospital could offer appropriate service which can meet the demand of the customers by efficiently utilizing the limited resources through efficient management of contacts between the customers and personnel, the competitive power of a hospital would be much stronger. Therefore, it is necessary to seek customer-impressing management by utilizing a coordinator as a more specialized intermediary as well as many-sided contact management through positive introduction of an expert coordinator system for internal and external customer contact management. It is expected that a hospital can secure a competitive advantage in the market through strategy development supported by an expert coordinator and increasing competitive power by means of practice of a developed creative strategy.

• 융합보안논문지
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• 제11권2호
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• pp.55-64
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• 2011

이 연구는 비윤리적 직업의식이 직무태도 및 고객서비스에 미치는 영향에 대한 관계를 구명하기 위하여 2010년 서울소재 민간경비회사에 재직 중인 경비원을 모집단으로 선정한 후 유의표집법(purposive sampling method)을 이용하여 450명의 표본을 추출하였으나, 연구에 사용된 사례 수는 총 412명이다. 이 연구는 SPSSWIN 16.0을 이용하여 요인분석, 신뢰도분석, 상관관계분석, 다중회귀분석, 경로분석을 실시하였다. 결론은 다음과 같다. 첫째, 이 연구는 비윤리적 직업의식이 직무태도 및 고객서비스에 미치는 영향에 대한 관계를 구명하는데 목적이 있다. 첫째, 비윤리적직업의식은 직무태도에 부분적으로 영향을 미친다. 즉, 업무조작행위와 정보유출행위는 직무태도를 감소시킨다. 또한 정보유출은 이직의사를 높인다. 둘째, 비윤리적직업의식은 고객서비스에 영향을 미치지 않는다. 셋째, 직무태도는 고객서비스에 부분적으로 영향을 미친다. 즉, 조직몰입은 질적 서비스를 높이지만 고객중심서비스는 감소시킨다. 넷째, 비윤리적직업의식은 직무태도와 고객서비스에 직간접적인 영향을 미친다.

• 한국산학기술학회논문지
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• 제21권3호
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• pp.342-352
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• 2020

본 연구는 외식 고객의 고객시민행동과 고객불량행동이 서비스 종업원의 감정부조화와 직무소진에 미치는 영향력을 밝히는데 목적을 갖는다. 이를 위해 서울지역 외식종업원 338명을 대상으로 실증조사 후 통계분석 프로그램을 통해 가설을 검정하였다. 전체적인 연구 결과 첫째, 고객시민행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 둘째, 고객시민행동이 직무소진에 미치는 영향은 유의하지 않은 것으로 나타났다. 셋째, 고객불량행동이 감정부조화에 유의한 영향을 미치는 것으로 나타났다. 넷째, 고객불량행동이 종업원의 직무소진에 유의한 영향을 미치는 것으로 나타났다. 다섯째, 종업원의 감정부조화가 직무소진에 유의한 영향을 미치는 것으로 나타났다. 이상의 결과를 종합해보면 외식고객의 고객시민행동이 서비스 접점에서 종업원의 감정부조화와 밀접한 영향을 미치는 요인으로 외식업에서의 고객시민행동과 고객불량행동의 중요성을 확인시켜 준 것으로 평가할 수 있다. 이는 고객의 불량행동이 종업원의 감정부조화와 직무소진에 유의한 영향을 나타내므로 서비스 담당 종업원의 무조건적인 감정 억제나 고객 우선 중심의 영업 전략을 추구할 시 서비스 품질 저하로 이어질 수 있음을 시사한다. 따라서 종업원과 고객의 우호적인 접점에서 긍정적인 상호작용을 통해 고객시민행동을 촉진시켜 충성스러운 서비스를 통해 공헌 행동을 유발할 수 있는 마케팅 측면에서의 전략적 시스템화가 요구된다.

• 지식경영연구
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• 제24권3호
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• pp.95-125
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• 2023

항공산업의 급격한 성장으로 인해 많은 항공사가 생기면서 고객들이 항공사를 선택할 때 고려하는 요소가 늘어나고 있다. 이에 따라 항공사는 고품질의 서비스와 차별화된 경험적 가치를 제공하여 고객가치를 높이고 있다. 초기 고객가치 연구는 제품 및 서비스에 대한 효용성의 관점에서 비용과 편익 간의 상충관계로 간주하고 실용적 가치 중심으로 이루어졌지만, 최근에는 경험적 측면의 가치의 중요성이 주목받았다. 그러나 경험적 측면의 가치는 제품이나 서비스 상황에 따라 고객가치를 구성하는 요소가 변화되기 때문에 제품이나 서비스에 대한 고객의 선호도를 충분히 나타내는 특정 맥락에서 조사해야 한다. 또한, 고객가치는 고객이 의사결정을 내릴 때 큰 영향을 미치므로 항공사는 고객가치를 구성하는 요소를 정확하게 이해하는 것이 필요하다. 따라서 본 연구에서는 항공 전문 웹사이트인 스카이트랙스(Skytrax)에서 고객이 작성한 리뷰와 평점을 수집하고 BERTopic 모델을 활용하여 고객가치에 대한 요소를 도출하였다. 분석 결과, 항공사에서 고객가치를 구성하는 9가지 요소를 파악하였으며 이 중 6가지 요소가 고객 만족도와 영향을 미침을 확인하였다. 이를 통해 본 연구는 고객가치의 세분화된 파악을 가능하게 하는 새로운 방법론을 제안하고, 항공사에 구체적인 서비스 품질 향상을 위한 방향을 제시한다는 의의와 시사점을 가진다.

• 전기학회논문지P
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• 제58권4호
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• pp.410-415
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• 2009

With the implementation of electric power industry reform, the utilities are looking for effective ways to improve the economic efficiency. One area in particular, the equipment maintenance, is being scrutinized for reducing costs while keeping a reasonable level of the reliability in the overall system. Here the conventional RCM requires the tradeoff between the upfront maintenance costs and the potential costs of losing loads. In this paper we describe the issues related to applying so-called the "Reliability-centered Maintenance" (RCM) method in managing electric power distribution equipment. The RCM method is especially useful as it explicitly incorporates the cost-tradeoff of interest, i.e. the upfront maintenance costs and the potential interruption costs, in determining which equipment to be maintained and how often. In comparison, the "Time-based Maintenance" (TBM) method, the traditional method widely used, only takes the lifetime of equipment into consideration. In this paper, the modified Markov model for maintenance is developed. First, the existing Markov model for maintenance is explained and analyzed about transformer and circuit breaker, so on. Second, developed model is introduced and described. This model has two different points compared with existing model: TVFR and nonlinear customer interruption cost (CIC). That is, normal stage at the middle of bathtub curve has not CFR but the gradual increasing failure rate and the unit cost of CIC is increasing as the interruption time is increasing. The results of case studies represent the optimal maintenance interval to maintain the equipment with minimum costs. A numerical example is presented for illustration purposes.

• 한국의료질향상학회지
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• 제26권2호
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• pp.66-76
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• 2020

Purpose:Hospitals provide top medical service using exceptional manpower, medical technology, and state-of-the-art equipment, thus raising the standard of customer satisfaction. In addition, their medical service is becoming higher than before. One-stop service is a good way to improve the quality of customer-centered service as a qualitative marketing strategy. This study thus aims to facilitate subsequent research and compare customer satisfaction before and after one-stop service. Methods: The study included 72 patients who received the reserved examination and one-stop service for 20 days from April 23 to May 12, 2014. The surveyed questionnaire data were analyzed using SPSS 18.00. Results: The comparison results of customer satisfaction showed that the satisfaction score was generally high in the areas of kindness of examination staff, the speedy/accuracy of work processing of examination staff, and the kindness of reservation staff. The group before one-stop service showed their dissatisfaction with repeated visits and difficulty of booking a desired day. The group after one-stop service showed dissatisfaction with the long waiting time for examination or same-day treatment. Conclusion: The one-stop service showed good results, but new uncomfortable issues for the customer were revealed as well, which may result in more work of employees. Considering the characteristics of various clinical departments, the author hopes to find an efficient operation plan through the development and improvement of an appropriate one-stop service method.

• 산업경영시스템학회지
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• 제46권3호
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• pp.198-208
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• 2023

In order to enhance competitiveness in the industry, financial companies are building a high level of customer satisfaction and repurchase intention by further strengthening not only the technical quality of the platform business but also the customer-oriented service quality. Theoretically, it is time for a theoretical review of whether the expansion of service quality using platform business in the financial industry is directly linked to the performance of financial companies, such as satisfaction and repurchase intention of existing customers. Based on the rapid growth of mobile and the main activities of financial platform companies above, This study attempted to test a significant impact on customer satisfaction and reuse intention on information services and system services, which are service quality of mobile financial platforms. Even if a number of financial companies compete with each other, they could survive by dividing the market, In the digital environment, customers have free access, so the winner can monopolize the market. It is an environment in which customers can move to platform companies that provide better services. The contents presented through the results in this study will be able to be used strategically in terms of the implementation and operation of the financial platform. In addition, it served as an opportunity to find independent variables that affect customer satisfaction and reuse intention, which are financial platform service quality, and suggested the possibility of continuous development of the platform in the future. In summary, the service quality of financial platforms can further expand users by emphasizing user visibility in terms of information services and utilizing user-centered financial platforms that increase customer satisfaction and reliability by strengthening the responsiveness and ease of system services. This study is of important value and is believed to have laid an important foundation for future research.

• 한국실내디자인학회논문집
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• 제17권6호
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• pp.71-81
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• 2008

The purposes of this research are to correctly understand the relationship between a visual communication structure and a semantic communication structure when integrating and changing various architectural visual information. This study will classify various diagrams, which have been actively applied to the works of Rem Koolhaas and MVRDV when designing architecture, and based on the classification, it will analyze how the expression viewpoints inherent in the diagrams are changed and applied to processing and changing architectural visual information. The transformal usage of the visual information of architectural diagrams is classified into an analysis-centered processing method and a concept-centered processing method, and the characteristics of their usage are analyzed. The former shows an observer-centered expression viewpoint which effectively delivers an architect's analyzed architectural information or intent to a customer or an observer. It also allows an easy perception of the analyzed data, and uses qualitative expression viewpoints. The method combines systematic expression viewpoints, which value a relationship with visual information, and various architectural visual information; uses the combined expression viewpoints as one diagram for delivering various information simultaneously and for changing visual information. The latter shows author-centered subjective expression viewpoints, which are different from reproduction-centered fixed expression viewpoints. This method uses arbitrary expression viewpoints that overly extort, change or manipulate visual information. It shows simultaneous expression viewpoints that integrate various architectural visual information via omniscient expression viewpoints, such as reversing or projecting the points of viewing subjects, which human beings cannot perceive.

• 산업경영시스템학회지
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• 제20권41호
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• pp.135-145
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• 1997

The statistical approach to quality control aims at alerting its user to any variations in the properties of a manufactured product. Motorola developed and pursued a quality management program called six sigma. The goal of six sigma programs is to improve customer satisfaction through reducing and eliminating defects. six sigma uses several statistical measure to characterize defect levels and process capabilities. The upper and lower specification limits are $\pm6\sigma$(sigma) from nominal, and the process mean is centered at nominal. only 0.002PPM are outside specification limits. Cp=2. this is the design target in a six sigma program. This article presents an important tool available for quality control of a production process at the occurrence of defects in manufactured products at view low levels to improve the efficiency of the manufacturing productivity and to satisfy customer through the reduction of defect rates. To understand the consequences of the level of quality on competitive position, a more technical perspective is needed.