• 한국조리학회지
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• 제12권2호
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• pp.73-87
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• 2006

The purpose of this study is to investigate if recommendation selling (methods of recommendation selling, a key word used for recommendation, and employee attitude) influences the customers' menu decision. The results of the study are as follows: 'Menu picture' and 'explanation by word' among the tools used by employees for recommendation were found to influence customers' menu decision. The words such as 'new menu' and 'special only today' used by employees for recommendation were found to influence customers' menu decision. Employees' attitude elements such as 'interesting explanation', 'dressed up tidy', 'strong intention', and 'patience' were found to influence customer's menu decision. 'Recommendation selling' in the food and beverage industry means 'employees help customers make a good decision on food and beverage service'. This study makes an important contribution to the food industry in terms of providing substantial marketing strategies.

• 한국데이타베이스학회:학술대회논문집
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• 한국데이타베이스학회 1999년도 춘계공동학술대회: 지식경영과 지식공학
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• pp.361-371
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• 1999

This paper is concerned with designing and implementing the Internet shopping mall by using virtual reality-driven avatar and web decision support system. Traditionally, the Internet shopping mall has been designed based on the combination of several hyperlinks, images, and tents. However, this sort of approach results in a lower performance because possible customers cannot make more accurate shopping decisions. To overcome this kind of pitfalls facing the current Internet shopping malls, we propose using a combination of virtual reality and web DSS. The main virtues of our proposed approach to designing the Internet shopping mall are as follows: First, the virtual reality technique is emerging as one of alternatives guaranteeing a sense of reality for customers' part and facilitating the complex process of shopping decision makings. Especially, the avatar, which is an artificially designed man working on the Internet, can make easy and absorbing the Internet shopping-related decision making processes. Second, the web DSS approach can provide an effective decision support mechanism for customers. Especially, we design a set of intelligent agents for the proposed web DSS. Experimental results with an illustrative example showed that our proposed approach can yield a new Internet shopping mall paradigm with which customers can benefit from a high level of decision support functions.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 1999년도 춘계공동학술대회-지식경영과 지식공학
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• pp.361-371
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• 1999

This paper is concerned with designing and implementing the Internet shopping mall by using virtual reality-driven avatar and web decision support system. Traditionally, the Internet shopping mall has been designed based on the combination of several hyperlinks, images, and texts. However, this sort of approach results in a lower performance because possible customers cannot make more accurate shopping decisions. To overcome this kind of pitfalls facing the current Internet shopping malls, we propose using a combination of virtual reality and web DSS. The main virtues of our proposed approach to designing the Internet shopping mall are as follows: First, the virtual reality technique is emerging as one of alternative guaranteeing a sense of reality for customers part and facilitating the complex process of shopping decision makings. Especially, the avatar, which is an artificially designed man working on the Internet, can make easy and absorbing the Internet shopping-related decision making processes. Second, the web DSS approach can provide an effective decision support mechanism for customers. Especially, we design a set of intelligent agents for the proposed web DSS. Experimental results with an illustrative example showed that our proposed approach can yield a new Internet shopping mall paradigm with which customers can benefit from a high level of decision support functions.

• 유통과학연구
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• 제14권7호
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• pp.21-31
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• 2016

Purpose - With globalization, medical tourism has developed as a new industry, which attracts practitioners and academics to have more interest in researches on customers' behavior. This research was to investigate empirically WOM effects on the intention of Chinese customers when they select an international medical tourism destination. Interestingly, WOM effects on their choice and decision process may vary by the extent of their severity of illness. Research design, data, and methodology - The data was collected from 1,747 potential Chinese residents in main districts of China. Moderated regression analysis was used to estimate WOM effects on Chinese customers' choice intention. Results - Results imply that WOM determinants of tie strength, credibility, and vividness do interact with medical tourism information and affect customers' intention for health care abroad. Results also reveal that the severity of illness plays a critical moderating role in customers' decision process. Conclusions - WOM and the severity of illness are important moderators for Chinese customers to make a decision for medical tourism. It provides some implications for service organizations for developing and implementing marketing strategies in international health care markets.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 1999년도 추계학술대회-지능형 정보기술과 미래조직 Information Technology and Future Organization
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• pp.347-354
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• 1999

The credit rating represents an assessment of the relative level of risk associated with the timely payments required by the debt obligation. In this paper, we present a new approach to credit rating of customers based on the rough set theory. The concept of a rough set appeared to be an effective tool for the analysis of customer information systems representing knowledge gained by experience. The customer information system describes a set of customers by a set of multi-valued attributes, called condition attributes. The customers are classified into groups of risk subject to an expert's opinion, called decision attribute. A natural problem of knowledge analysis consists then in discovering relationships, in terms of decision rules, between description of customers by condition attributes and particular decisions. The rough set approach enables one to discover minimal subsets of condition attributes ensuring an acceptable quality of classification of the customers analyzed and to derive decision rules from the customer information system which can be used to support decisions about rating new customers. Using the rough set approach one analyses only facts hidden in data, it does not need any additional information about data and does not correct inconsistencies manifested in data; instead, rules produced are categorized into certain and possible. A real problem of the evaluation of the evaluation of credit rating by a department store is studied using the rough set approach.

• 품질경영학회지
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• 제44권4호
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• pp.883-895
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• 2016

Purpose: The demand for ordinary mail services supplied by 'Korea POST' is decreasing due to the opening of mail service market and the growth of alternative communication media such as e-mail and SNS. To overcome this situation it is urgent to introduce new services that can be able to appeal customers and to improve existing services. Methods: A field survey is conducted to corporate customers who send ordinary mails and individual customers who receive these mails, respectively. Quality attributes of ordinary mail services are classified by two-dimensional perspectives in terms of Kano model. Decision tree model is utilized for classifying the quality attributes. Comparative analyses are done whether there are perceived differences on each quality attributes between corporate customers and individual customers. Results: Quality attributes such as 'discount postal charges', 'sending small packages by simply dropping it into a mail box', 'sending a mail of any appearance', 'delivering a mail anywhere', and 'receiving a mail at a preferred time where a customer is located ' are classified differently according to some market segments, while most of the quality attributes are classified as attractive or one-dimensional. Conclusion: Decision tree model has been found to be most effective to classify quality attributes for each market segment especially when trying to classify quality attributes belonging to 'gray areas'. Based on the perceived differences on quality attributes among customers, strategic implications are suggested to obtain potential customers and to have competitive advantages.

• 한국정보시스템학회지:정보시스템연구
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• 제8권2호
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• pp.91-110
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• 1999

Recently, searching agent systems to help purchase of products between business and customer have been actively studied in Electronic Commerce(EC). However, the most of comparative searching agent systems are only provided customers with searching results by the keyword-based search, and is not support the efficient decision models to be selected products considering the customer's requirements. This paper proposes the decision agent system applied decision model as well as searching functions based on the keyword-input to be selected useful products in EC. The proposed decision agent system is consist of the user interface, provider interface, decision model. Especially, as the example of the decision model, this paper is designed and implemented the prototype of decision agent system which is normalized the searching data and value of customer's preference weight as to each attribute, and orderly provided customers with computed results. This agent system is also carried out sensitive analysis according to the reflection ratio of the each attribute.

• 대한인간공학회지
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• 제31권1호
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• pp.77-83
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• 2012

Objective: The aim of this paper is to introduce a method that can measure and analyze the judgment gaps between service providers and customers. Background: It is important to understand the good service that service providers and customers are thinking. If there is judgment gap between service providers and customers, it would cause an unsatisfactory service. The judgment gap should be thoroughly investigated for a good service design. Method: Lens model is a human decision making model that was proposed by Brunswick(1952). This study indicates whether the Lens model can be applied to analyze judgment gaps between service providers and customers. As a case study, a library lending service was selected. 5 librarians and 15 customers participated in the experiment that investigates their judgments on a good service. The obtained data were analyzed by a modified lens model. Results: Cue weighting policies of consumers and service providers were similar, except that consumers gave higher weight on tangibility than service providers. Service providers and consumers had a good knowledge on the service quality, but they could not well apply the knowledge to judge it. Conclusion: The lens model may be used to analyze judgment gaps between service providers and consumers in the other service areas. The decision cues that were used in this study can be changed, depending on the characteristics of the target service. Application: The method that is proposed in this study may help to investigate and analyze both consumers' and service providers' judgments on a variety of services.

• The Journal of Asian Finance, Economics and Business
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• 제7권2호
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• pp.205-212
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• 2020

The article aims to identify the main factors affecting customers' decision to use mobile banking service in Vietnam, a case study in Thanh Hoa province. Based on theoretical frameworks of the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT), the study has been conducted with 370 questionnaires to consumers who have not yet used and are currently using mobile banking in Thanh Hoa province. The research results indicates that several factors have been evaluated to be more important than others, of which, the social influence is the strongest, the second is the compatibility and some others factors such as perceived ease of use, perceived trust, etc., all affecting the intention to use mobile banking in Thanh Hoa. Based on these important results, the article propose a number of recommendations: (i) Exploiting the advantages of social influence on the increase of intention to use; (ii) Increasing compatibility and minimizing costs for customers when they use Mobile Banking; (iii) Developing a strategy to increase the users' perceived ease of using banking services; (iv) Issuing a policy on increasing the security of Mobile Banking system to meet customers' needs; and (v) Developing an individual customer management system to improve service quality.

• 품질경영학회지
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• 제31권3호
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• pp.85-97
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• 2003

There are various methods to assess to company's outcome. Among them, the customers satisfaction, which is assessed by customers, is the most important. If the customers satisfaction is measured by the CSI based on the proper reliability and validity, you can apply the result for various marketing methods. Therefore, this study develops a model to assess CSI for an industry, specifically, local automotive industry based on the SEM that is already proven valid through assessing models such as ACSI, KCSI and NCSI. Moreover, this research can be utilized for marketing strategy helping customers to decide as an AHP model, one of the decision making method.