• Journal of Intelligence and Information Systems
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• v.27 no.1
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• pp.151-176
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• 2021

As the information technology industry develops, various kinds of data are being created, and it is now essential to process them and use them in the industry. Analyzing and utilizing various digital data collected online and offline is a necessary process to provide an appropriate experience for customers in the industry. In order to create new businesses, products, and services, it is essential to use customer data collected in various ways to deeply understand potential customers' needs and analyze behavior patterns to capture hidden signals of desire. However, it is true that research using data analysis and UX methodology, which should be conducted in parallel for effective service development, is being conducted separately and that there is a lack of examples of use in the industry. In thiswork, we construct a single process by applying data analysis methods and UX methodologies. This study is important in that it is highly likely to be used because it applies methodologies that are actively used in practice. We conducted a survey on the topic to identify and cluster the associations between factors to establish customer classification and target customers. The research methods are as follows. First, we first conduct a factor, regression analysis to determine the association between factors in the happiness data survey. Groups are grouped according to the survey results and identify the relationship between 34 questions of psychological stability, family life, relational satisfaction, health, economic satisfaction, work satisfaction, daily life satisfaction, and residential environment satisfaction. Second, we classify clusters based on factors affecting happiness and extract the optimal number of clusters. Based on the results, we cross-analyzed the characteristics of each cluster. Third, forservice definition, analysis was conducted by correlating with keywords related to happiness. We leverage keyword analysis of the thumb trend to derive ideas based on the interest and associations of the keyword. We also collected approximately 11,000 news articles based on the top three keywords that are highly related to happiness, then derived issues between keywords through text mining analysis in SAS, and utilized them in defining services after ideas were conceived. Fourth, based on the characteristics identified through data analysis, we selected segmentation and targetingappropriate for service discovery. To this end, the characteristics of the factors were grouped and selected into four groups, and the profile was drawn up and the main target customers were selected. Fifth, based on the characteristics of the main target customers, interviewers were selected and the In-depthinterviews were conducted to discover the causes of happiness, causes of unhappiness, and needs for services. Sixth, we derive customer behavior patterns based on segment results and detailed interviews, and specify the objectives associated with the characteristics. Seventh, a typical persona using qualitative surveys and a persona using data were produced to analyze each characteristic and pros and cons by comparing the two personas. Existing market segmentation classifies customers based on purchasing factors, and UX methodology measures users' behavior variables to establish criteria and redefine users' classification. Utilizing these segment classification methods, applying the process of producinguser classification and persona in UX methodology will be able to utilize them as more accurate customer classification schemes. The significance of this study is summarized in two ways: First, the idea of using data to create a variety of services was linked to the UX methodology used to plan IT services by applying it in the hot topic era. Second, we further enhance user classification by applying segment analysis methods that are not currently used well in UX methodologies. To provide a consistent experience in creating a single service, from large to small, it is necessary to define customers with common goals. To this end, it is necessary to derive persona and persuade various stakeholders. Under these circumstances, designing a consistent experience from beginning to end, through fast and concrete user descriptions, would be a very effective way to produce a successful service.

• Journal of the Korean Society of Food Culture
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• v.21 no.5
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• pp.507-515
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• 2006

This study was to analyse the eating out behaviors of customers who visit a Koran restaurant especially focused on CNR(cold noodle: naengmyun restaurant) and to find out the marketing promotion points. Through the snowball sampling, 423 customers data were surveyed in summer and winter as respects of seasonal variation. The collecting data were analysed descriptive data and statistical different using the Statistical Package for the Social Science(SPSS version 10.0). The results were as follows; The participants of the study were composed of 209 man(49.4%) and 204 woman(50.6%). Most customers were 30's(36.2%), office worker(27.5%) and spend 5,000${\sim}$10,000 won(46.3%) for eating out. The consumer more preferred a specialty restaurant, the reason was to expect better taste(37.1%). In visiting CNR, the customer frequently ordered complement menu(90.1%) with cold noodle, complement menu should be developed periodically. The important factor to visiting CNR was the accessing convenience for the shop and desirable taking time was within 15 minutes. The buckwheat noodle in broth(mulnaengmyun) was the most favorite selecting menu. And the noodle texture was key evaluation factor in all types of cold noodle and the other factor was different according to the types of cold noodle. The visiting frequencies of CNR were not significantly different according to seasonal variation and sociodemographic variable. Above the half of customers visited at CNR with his/her family. This study find out the suggestion that consumer eating concepts about CNR was family eating therefore the cold noodle. specialty restaurant should be create more delight atmosphere and developed menu for families' eating out place.

• Management Science and Financial Engineering
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• v.20 no.2
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• pp.27-31
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• 2014

This paper studies the assortment optimization problem in online retailing by using a multinomial logit model in order to take consumer choice behavior into account. We focus on two unique features of online purchase behavior: first, there exists increased amount of uncertainty (e.g., size and color of merchandize) in online shopping as customers cannot experience merchandize directly. This uncertainty is captured by the scale parameter of a Gumbel distribution; second, online shopping entails unique shopping-related disutility (e.g., waiting time for delivery and security concerns) compared to offline shopping. This disutility is controlled by the changes in the observed part of utility function in our model. The impact of changes in uncertainty and disutility on the expected profit does not exhibit obvious structure: the expected profit may increase or decrease depending on the assortment. However, by analyzing the structure of the optimal assortment based on convexity property of the profit function, we show that the cardinality of the optimal assortment decreases and the maximum expected profit increases as uncertainty or disutility decreases. Therefore, our study suggests that it is important for managers of online retailing to reduce uncertainty and disutility involved in online purchase process.

• Asia Marketing Journal
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• v.7 no.3
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• pp.1-27
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• 2005

This study investigated the effects of two types of customer extra-role behavior (citizenship and badness behavior) on perceived service quality, customer satisfaction, and repurchase intention. The model was tested with a sample of sports center customers by using structural equation modeling. The findings supported the effects of customer citizenship and badness behavior, and all structural path coefficients were significant. However, the differential effects of customer citizenship and badness behavior on perceived service quality were not significant. Lastly, perceived service quality fully mediated the effects of customer citizenship and badness behavior on customer satisfaction and repurchase intention. The results of the present study demonstrate that service organizations need to manage all two types of customer behavior. Further, it provides new insights into the relationships among customer's extra-role behavior, customer satisfaction, and repurchase intention.

• Korean Journal of Community Nutrition
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• v.27 no.1
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• pp.27-35
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• 2022

Objectives: The purposes of this study were to compare the degree of sodium reduction practice and estimate sodium intake by salty food preference. Methods: Sodium reduction practices, salty food preferences and estimated sodium intake were surveyed for restaurant owners (n = 80), employees (n = 82) and customers (n = 727) at the restaurants participating in the sodium reduction project in Daegu, Korea. Estimated sodium intake was performed by examining sex, age, body mass index (BMI), salty eating habit and dietary behaviors. Results: The degree of sodium reduction practice was significantly higher in salinity meter use (P < 0.001), low salt seasonings (P < 0.001) and efforts to make the foods as bland as possible overall (P < 0.001) in the restaurants participating in sodium reduction project than in homes (P < 0.001). The degree of sodium reduction practice appeared lower in the high salty food preference group than in the low-preference group in such items as efforts to make the foods as bland as possible overall (P < 0.05) and washing the salty taste and then cooking (P < 0.05). The high-preference group showed high-salt dietary behavior, including eating all the soup until nothing was left (P < 0.05) more than the low-preference group, but low-salt dietary behavior included checking the sodium content in processed foods (P < 0 .0 5) less than the low-preference group. The high-preference group was higher in the soup and stew intake frequency than the low-preference group (P < 0.05) and much lower in nuts (P < 0.05) and fruits (P < 0.05) intake frequency. The high-preference group had a higher salty eating habit (P < 0.05), salty taste assessment (P < 0.05) and estimated sodium intake (P < 0.05) than the low-preference group. Conclusions: The present study showed that the salty food preference was strongly associated with lower sodium reduction practice and higher estimated sodium intake.

• Fashion & Textile Research Journal
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• v.17 no.4
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• pp.574-587
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• 2015

This quantitative study helps develop a measurement tool for consumer experiences inside and outside of a fashion brand store in a large shopping center along with a previous qualitative study that utilized a consumer interview. An expert group interview was conducted to verify the result of the previous qualitative study. Subjects were selected through convenient sampling. A self-administered questionnaire was developed to collect the data. We used 666 questionnaires for data analysis. To analyze data, reliability analysis, factor analysis, correlation analysis and measurement equivalence verification were conducted with a statistical package of SPSS 21.0 and Amos 18.0. We used 27 questions in 8 factors for consumer experience inside of the fashion brand store: fashion product, VMD, salesperson responsiveness, salesperson specialty, salesperson's special treatment, salesperson's respect for customers, and positive/negative emotion. We used 27 questions concerning seven factors for the consumer experience outside of a fashion brand store that encompasses a large shopping center: experience with brand and product category diversity, experience with promotion and event, esthetic experience, experience with culture and entertainment, experience with recreational behavior, experience with reputation and sense of pride, and experience with customers.

• The Journal of the Korea Contents Association
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• v.22 no.4
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• pp.13-27
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• 2022

This study focused on the role of service robots as employees, and examined how robot services affect customer behavior compared to human employees in service success and failure situations. The three experiments were performed on barista robot, serving robot, and chef robot. The results of this study are as follows. First, in the case of service success, customers showed similar intentions for revisit regardless of employee type. On the other hand, in the case of service failure, the revisit intention was found to be more negative than that of the human employee when the service was received from the robot employee. The reason for this was found to be that customers had lower expectations for the capabilities of service robots compared to humans. Finally, customers perceive that robot services are more stable than human services.

• Journal of Distribution Science
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• v.4 no.1
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• pp.27-51
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• 2006

This study is to understand the existing relation-marketing based on a result that social-relationship in market can effect on customer's action with expanding the seller-purchaser relationship, and understanding purchaser-purchaser relationship in the community. The result of this study could be summarized as below: First, the customer-sales person friendly relationship effects respectively on customer satisfaction and loyalty. Second, friendly relationship of customers effects on customer satisfaction and loyalty. Third, customers' satisfaction and trust increases customers loyalty. Considering that they could cause others to re-buy, friendly word of mouth, recommendations, we should know improving customers loyalty about a company(department store) is very important. This study presents not only customers and sales clerks relationship but also developing customer-customer relationship is important as well. From the viewpoint, this study gives the following strategic tactics to companies. First, customer's relationship with sales clerk is not able to be built in a short time unlike discount or gifts. Second, relationship around customers effects on loyalty of the department store, over the relationship of simple customer-sales clerk. Finally, companies, to make a relationship like fabric, should escape a two-level channel, a company to a customer, then recognize a three-level channel, a company to a friendly customer to a neutral or a unfriendly customer. That means a business should use the positive to make the negative or the neutral change their behavior to it.

• The Korean Journal of Franchise Management
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• v.9 no.3
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• The Journal of Industrial Distribution & Business
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• v.12 no.4
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• pp.27-34
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• 2021

Purpose: While previous studies mainly focus on one shopping expectancy in the context of e-commerce or m-commerce, this study examines the relationship between consumers' performance and effort expectancy and their shopping intentions in the omnichannel retail environment in which both online and offline shopping channels are utilized concurrently in a single shopping journey. Research design, data and methodology: This study measured consumers' performance expectancy, effort expectancy, attitudes, and intentions toward an omnichannel shopping service. A survey was developed using an online survey platform and distributed to U.S. consumers for a 3-week period and 470 usable responses were obtained. The Confirmatory Factor Analysis and Structural Equation Modeling were performed to test the reliability and validity of the measurement model and research model portraying the hypothesized relationships among constructs. Results: The results confirm that both performance and effort expectancy from shopping affected consumers' attitudes toward omnichannel shopping. The positive attitudes increased their omnichannel shopping intentions. Conclusions: Retailers should promote omnichannel strategies as effective shopping tools to improve consumers' shopping experiences and outcomes. This study suggests that retailers should implement omnichannel strategies that synchronize the retail channels they offer and promote the strategies as effective means to enhance customers' shopping outcomes and experiences.