• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.

• Journal of the Korea Society of Computer and Information
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• v.23 no.5
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• pp.55-63
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• 2018

In this paper, we designed a system that integrate and organize customer management programs and databases, which are performed independently of each other. And we designed the system so that it can be used for future marketing by implementing the system to share and efficiently utilize mutual independent maintenance information. From the CRM perspective, a comprehensive information system ghat manages every information on both new cars and second hand cares grom their purchase, to parts, to insurance, and to scraping needs to be established. The following should be applied in the establishment of the IAMS. Auto makers or auto maintenance services providers exclusive management of information on customers and their car maintenance services is aggravating the customer's inconvenience and complaints. In addition, the service provider has difficulty providing consistent maintenance services because it has little information about previous auto maintenance services the customer received. Besides, the customers who have no information on costs of parts and labor tend to hesitate to trust the costs of maintenance services. This study to provide customers with systematic maintenance service and causing them some inconvenience. Therefore, in order to maintain existing customers, auto maintenance service providers should provide services the customers wanted on the basis of accurate information about them.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.3
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• pp.66-75
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• 2017

Priority disciplines are an important scheme for service systems to differentiate their services for different classes of customers. (N, n)-preemptive priority disciplines enable system engineers to fine-tune the performances of different classes of customers arriving to the system. Due to this virtue of controllability, (N, n)-preemptive priority queueing models can be applied to various types of systems in which the service performances of different classes of customers need to be adjusted for a complex objective. In this paper, we extend the existing (N, n)-preemptive resume and (N, n)-preemptive repeat-identical priority queueing models to the (N, n)-preemptive repeat-different priority queueing model. We derive the queue-length distributions in the M/G/1 queueing model with two classes of customers, under the (N, n)-preemptive repeat-different priority discipline. In order to derive the queue-length distributions, we employ an analysis of the effective service time of a low-priority customer, a delay cycle analysis, and a joint transformation method. We then derive the first and second moments of the queue lengths of high- and low-priority customers. We also present a numerical example for the first and second moments of the queue length of high- and low-priority customers. Through doing this, we show that, under the (N, n)-preemptive repeat-different priority discipline, the first and second moments of customers with high priority are bounded by some upper bounds, regardless of the service characteristics of customers with low priority. This property may help system engineers design such service systems that guarantee the mean and variance of delay for primary users under a certain bounds, when preempted services have to be restarted with another service time resampled from the same service time distribution.

• Journal of Information Technology Services
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• v.9 no.2
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• pp.43-72
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• 2010

The Korean mobile telecommunication service market is faced with a tremendous competitive period, in which the market is entering into the maturity stage with launching of the 3rd generation service and with introduction of mobile number portability. In general, it is more important to sustain the old customers than to attracting new customers, as the life cycle of an industry is entering the maturity stage in which the growth rate of new customers is decreasing gradually or becoming stagnant. Until now, many researches had tested whether the customer satisfaction and loyalty were the core factors of sustaining customers or not. Also service quality and switching cost were given a remarkable attention for their possibility of exogenous factors, which could exercise effects to customer satisfaction and loyalty. In the same context, mobile telecommunication business has to seek a way to maintain the existing customers instead of promoting new customers. So this study investigates whether the service quality and switching barrier of mobile telecommunication could have effects on the customer satisfaction and loyalty, which are recognized as an efficient means to sustain the current customers. In order to test the hypothesis on the effects of service quality and switching barrier of mobile telecommunication to customer satisfaction and loyalty in Korean telecommunication industry, this study collected the questionnaire response data of students including middle and high school students and undergraduates, who are regarded as the major customers in that mobile telecommunication industry.

• Asia pacific journal of information systems
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• v.19 no.4
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• pp.29-45
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• 2009

In the information age, cheap price of information processing and advances in personalization technology have allowed companies to enhance the relationships with their existing customers and to expand their customer base by effectively attracting new customers. However, most customers are reluctant to provide their personal information to companies. This study explores the tension between companies' desire to collect personal information to offer personalized services and their customers' privacy concerns. The psychological reactance theory suggests that when individuals feel that their behavioral choice is threatened or restricted, they are motivated to restore their freedom. Therefore, despite the expected benefits from personalized services, customers may perceive the services to be restrictive of their freedom to choose. This adverse effect may undermine the relationships between companies and their customers. We conducted experiments to explore the dynamic roles of transactional and environmental factors in motivating customers to provide personal information. We revisited online privacy issues from the perspective of psychological reactance. For the experiments, we created an online shop and randomly assigned the participants to one of the two experimental conditions-high and low levels of information requirements. The results of the experiment indicate that threatening the free choice serves as a transactional cost in online profiling. On the other hand, the expected benefits of personalization services have positive correlations with customers' willingness to provide personal information. This study explains privacy based on transactional and environmental factors. Our findings also indicate that the environmental factors such as the Internet privacy risk and trust propensity do not significantly affect the willingness to provide personal information when firms required much personal information. Implications and contributions are discussed.

• Journal of Digital Contents Society
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• v.14 no.4
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• pp.419-428
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• 2013

Real-time accessibility and agility are required in u-commerce under ubiquitous computing environment. Most of the existing recommendation techniques adopt the method of evaluation based on personal profile, which has been identified with difficulties in accurately analyzing the customers' level of interest and tendencies, as well as the problems of cost, consequently leaving customers unsatisfied. Researches have been conducted to improve the accuracy of information such as the level of interest and tendencies of the customers. However, the problem lies not in the preconstructed database, but in generating new and diverse profiles that are used for the evaluation of the existing data. Also it is difficult to use the unique recommendation method with hierarchy of each customer who has various characteristics in the existing recommendation techniques. Accordingly, this dissertation used the implicit method without onerous question and answer to the users based on the data from purchasing, unlike the other evaluation techniques. We applied FRAT technique which can analyze the tendency of the various personalization and the exact customer.

• The Journal of the Korea Contents Association
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• v.18 no.8
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• pp.109-117
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• 2018

The launch of internet-only banks has brought many changes. As the existing commercial banks and internet-only banks have started the infinite competition, the maintenance of relationships with customers or the creation of new customers is important. For this, it is meaningful to understand the aspect of customers' perception of value. Thus, this study conducted the empirical analysis on the attitude of the existing phone-banking users after the launch of internet-only banks. First, the reliability and mobility out of the characteristics of the existing mobile service of commercial banks had effects on the perceived switching value while the reactivity had no effects on it. Second, in the results of understanding the effects of diverse benefits from internet-only banks on the perceived value, the economic benefit and convenient benefit had positive(+) effects on the perceived switching value. Lastly, the perceived switching value had positive(+) effects on the use intention.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.23-32
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• 2012

Objective: This research proposes a methodology, which validates a grasp of the customers' emotions in the service design area. Background: As the era of service design has taken its approach, the need for a deliberate design that would reflect the customer's experience had emerged in the area of service. Therefore, a variety of methodologies has been adopted in the field of service design with the purpose of discovery of the customers' needs. Even though the importance of an emotion-sentient research of a service experience increases, its research progress remains to be inadequate in comparison to all the other areas. Method: Having had taken some resources from the emotional studies under other areas of expertise as a base, the concept of volatility of emotions has been introduced as the core element of this research, further followed by an elaboration of its special characteristics. The observation technique under Stakeholder's system: SOMC(Simultaneous Observation Method based on Cooperation) has been proposed in this study as it presents an effective way to grasp the concept of volatile emotions in contrast to the previously existent types of methodologies. Results: The SOMC rather supplements the existing research methods than substitutes the previous ones. In other words, although the existing research system allowed emotion detection, it was difficult to capture the change of momentary and fickle emotions. On the opposite, the SOMC provides a condition allowing a sufficient grasp of the customer's emotions and facilitates emotional capture. Conclusion: For that reason, it is hoped that this piece of research represents a valuable and effective approach in terms of grasping the true needs of the customers on the emotional level, which will in its turn contribute to the improvement of the service quality in the midst of a complicated service condition. Application: Moreover, the purpose of this research is that in its outcome it may serve as a sufficient contribution to the area of emotional studies within the field of service design.

• The Journal of the Korea Contents Association
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• v.14 no.7
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• pp.559-570
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• 2014

The purpose of this study is to derive the suggestion of satisfaction of e-book services on the basis of the recent literature on quality assessment for e-service which have been mainly studied on library realm. For this purpose, This study added post-management service which is applicable to measure satisfaction of e-book services based on E-S-Qual and Libqual. We expand our scope of service to using of e-book content and services for individual customers, and analyzed the relationship between satisfaction with the system, the content, the after-sale service. On this foundation, existing e-book service companies can offer their services more efficiently, thereby making the e-book content more diverse, along with developing specialized e-book service to increasing their customer's satisfaction. In addition, the latest and diversity is important as well. Moreover, performing rapid post-management services after the sale of the product or service, can be important variables for customer satisfaction. Therefore, not only the system and content, providing required level post-management services by customers can satisfy the existing customers and create new customers.

• Journal of the Korea Convergence Society
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• v.8 no.6
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• pp.255-263
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• 2017

The purpose of this study is to study the service physical environment, customer satisfaction and returning intention of beauty shop. Structured questionnaires and interviews were conducted to investigate these correlations and analyzed by IPA method. The physical environment in the beauty shop was analyzed as an important factor in creating an environment that can stimulate the emotional part of the customers. It is found that the atmosphere, the emotional atmosphere and the installation of the auxiliary facilities are important factors in the physical environment. Customer satisfaction was found to increase satisfaction with employees' intention, such as satisfaction with employees. The customer 's revisit intention shows that they are trying to communicate and share their experiences through customer satisfaction. It was found that it is important to meet customers' emotional needs through improving the physical environment of the stores and to improve the emotional satisfaction of customers based on this. Strategic implications for attracting customers in the beauty shop suggest that increasing satisfaction with existing customers is an important strategy in securing not only existing customers but also prospective customers.