• Journal of the Korea Convergence Society
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• v.12 no.3
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• pp.115-124
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• 2021

The outbreak of covid-19 has brought the characteristics and advantages of non-contact services to increased prominence, and the development of smart hotels"has accelerated. This study aims to identify, categorize and define the smart service experience at different touch points of the customer experience. The concept and characteristics of the smart hotel were examined based on existing research and literature. An analytical framework was designed using smart experience factors and customer touch points of smart hotels. Selected Chinese smart hotels were then examined under this framework. The case analysis results show that the customer experience design of smart hotels has developed to different degrees, in terms of interactivity, personalization, accessibility, information and privacy security. Based on the above findings, this article suggests that the design of smart hotels should use integrated data to further enhance personalized service experience.

• Journal of Digital Policy
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• v.2 no.1
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• pp.21-30
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• 2023

Current research and practice have increasingly sought to focus on approaches to facilitate innovation due to its expanding growth of the experience economy over the past decade. Normally, customer experience design aims to maximize the effectiveness of positive experience with a brand or company's touchpoints when customers make a purchase as well as use a certain product or service. In order to design a product or service that can provide varying levels of experiences, there needs more beneficial design process strategies to help resolve the changing nature of customer experience. Design process is one such approach that provides designers as well as researchers across various academic disciplines as an integral source of creativity, driving innovation and growth. In this regard, this study aims to look specifically at the nature of customer experience and attempts to understand what extent that design process in both practice and theoretical perspective can assist in customer experience improvement. As a further consequence, this study will focus on implementing the idea of circular design into the customer experience process, namely the Circular CX Design Process-which is expected to increase effectiveness and efficiency in addressing customer needs and demands as well as delivering positive experiences at various touchpoints along the customer journey.

• The Journal of the Korea Contents Association
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• v.20 no.4
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• pp.202-211
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• 2020

This study examined the effects of online search service users' experiences on search satisfaction by the types of main search results. As a result of the survey, the negative experience of using the search result in the specific service area among the integrated search results is the most irrelevant regardless of the type of search result with the lowest usage rate. In particular, users are often exposed to advertising information and valuable or low useful information, and information inaccuracy, bias, and personal information leakage experience are relatively higher than other search results. Satisfaction by type of search result of online search service showed only difference in interest of search result, and no other satisfaction factor was found by type of search result. Looking at the experience factors that affect the satisfaction of each type of search results, in the case of general integrated search results except search websites such as search ads and search ads, the more accurate information is provided, the more satisfied the search results are. In the case of, the provision of high value and useful information has a positive effect on satisfaction. After all, it is implied that online search service providers should consider the highest priority for improving the service, improving the accuracy of information and the value and usefulness of information.

• 한국HCI학회:학술대회논문집
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• 2009.02a
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• pp.876-883
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• 2009

Learning Diagnosis & Prescription Service(LDPS) in Cyber Home Learning System is a educational service which provides customized learning contents based on student's academic level and individualized counseling and comments after diagnosing learner's study habits beyond the past e-Learning systems which offer the same contents to different students. For a national point of view, it is a crucial project in public education to achieve the goals of the next-generation e-Learning service by making a lot efforts both in time and money. However, those efforts has been made, not in terms of providing a better quality of service and a better user experience in a effective and enjoyable way, but in terms of developing the technology-driven system. Therefore, in this study, two types of usability evaluations has been conducted in order to enhance a user experience on the LDPS. One is the expert reviews by utilizing the usability evaluation tools (heuristics) which was focused on educational contexts developed by Suh Young-suhk(2007). The other is the user testing with students who have done think-aloud during the evaluation, remembering their retrospective experience with LDPS, and the interview with teachers & service operators were conducted. As the implications on the research, this is an effort to provide an user-friendly educational system for the students nationwide.

• Korean Journal of Child Education & Care
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• v.19 no.2
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• pp.19-33
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• 2019

Objective: The purpose of this study is to understand how the experience of studying mathematics education for young children based on picture books is affecting pre-service early childhood teachers with their attitude toward mathematics and mathematics teaching efficiency. Methods: For this, a total of 39 pre-service early childhood teachers majoring in early childhood education at S university located in G metropolitan city participated in the study. 20 of them are randomly assigned to the experimental group while the rest 19 were assigned to the control group. The experimental group participated in the classes of mathematics education for young children based on picture books for 15 weeks, while the control group attended the normal classes of mathematics education for young children for the same period of time. By using SPSS 18.0 Program for the collected data, t-test was conducted for differences in the results of attitude toward mathematics and mathematics teaching efficiency. Results: The results of this study are as follows. Firstly, the experience of studying mathematics education for young children based on picture books had a positive effects on pre-service early childhood teachers' attitude toward mathematics, improved values and interest in mathematics, and reduced anxiety about mathematics. Secondly, the experience of studying mathematics education for young children based on picture books had a positive effects on improving pre-service early childhood teachers' mathematics teaching efficiency. Also, both faith in ability and faith in results have improved significantly. Conclusion/Implications: These results imply that the experience of studying mathematics education for young children based on picture books is an effective teaching-learning method in improving pre-service early childhood teachers' attitude toward mathematics and mathematics teaching efficiency.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.9
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• pp.188-197
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• 2019

This study analyzed empirically the effects of the perception of outbound passengers, who flew from Korea to overseas tourist destinations, on the cabin service quality, tourist experience, and tourist satisfaction. For empirical analysis, a survey was given to Korean passengers using a national carrier of South Korea. Based on empirical analysis, the researchers judged that the analysis results and implications could be applied to inbound foreign passengers who visited Korea for the tourism purposes if researchers generated significant results from empirical analysis. This paper designed a research model that represented the meaningful relationship among, airline cabin-service quality, tourist experience, and tourist satisfaction following preceding research. According to the analysis, that factors that consisted of the cabin service quality had a significant effect on the tourist satisfaction with a mediating effect of both the cognitive and emotional tourist experience. Therefore, the perception on airline's cabin service quality of the national carrier would be a starting point that can help improve the tourist satisfaction.

• Journal of Service Research and Studies
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• v.13 no.4
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• pp.113-130
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• 2023

This study is a single case study of the application of service design in a regional emergency medical centre of a senior general hospital, focusing on the experiences of patients and medical staff. It aims to measure and improve the experience of healthcare services using service design techniques and to verify their effectiveness. A qualitative case study centred on ethnography and design workshops was conducted to collect in-depth experience data from patients and medical staff. The study identified key experiential differences between patients and healthcare workers, with a particular focus on the challenges faced in emergency medical services. The qualitative data collected through patient and healthcare worker interviews and design thinking workshops were analysed and incorporated into the design in order to understand the complex dynamics of the regional emergency medical centre environment. The results of the study highlighted the need to improve communication, manage patient flow, and improve the environment in three main aspects of the current state of design reflecting the needs of patients and medical staff. By analysing the differences in the specific needs of the two groups of patients and medical staff, a design-led implementation process can be applied to improve the services of the regional emergency medical centre. This study highlights the role and importance of design in healthcare and provides an efficient way to bridge the gap between theoretical research and practical design implementation. This will contribute to creating a faster, more effective, and more satisfying healthcare experience. It is hoped that this will be a new opportunity to see service design as a key to a new innovation process for the satisfaction of both patients and medical staff.

• Journal of Korean Society for Quality Management
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• v.32 no.3
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• pp.68-80
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. This analysis helped determine us two alternatives to naming the dimensions. Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.639-645
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• 2004

This paper purports to uncover the underlying attributes used by customers to gauge service quality. Data was collected by administering questionnaires to 50 respondents and then analyzed by using Multidimensional Scaling methodology. The findings indicate that there are two primary dimensions to service quality. A considerable analysis helped determine two alternatives to naming the dimensions: Experience properties of service and Price value of the service, or Responsiveness of service provider employees and Reliability of service providers.

• Journal of Service Research and Studies
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• v.13 no.4
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• pp.160-172
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• 2023

The metaverse, derived from the fusion of "meta" and "universe," encompasses a three-dimensional virtual realm where avatars actively participate in a range of political, economic, social, and cultural activities. With the recent development of the metaverse, the traditional way of experiencing services is changing. While existing studies have mainly focused on the technological advancements of metaverse services (e.g., scope of technological enablers, application areas of technologies), recent studies are focusing on evaluating the quality of experience (QoE) of metaverse services from a customer perspective. This is because understanding and analyzing service characteristics that determine QoE from a customer perspective is essential for designing successful metaverse services. However, relatively few studies have explored the customer-oriented approach for QoE evaluation thus far. This study conducted an online review analysis using text mining to overcome this limitation. In particular, this study analyzed 227,332 online reviews of the Roblox service, known as a representative metaverse service, and identified points for improving the Roblox service based on the analysis results. As a result of the study, nine service features that can be used for QoE evaluation of metaverse services were derived, and the importance of each feature was estimated through relationship analysis with service satisfaction. The importance estimation results identified the "co-experience" feature as the most important. These findings provide valuable insights and implications for service companies to identify their strengths and weaknesses, and provide useful insights to gain an advantage in the changing metaverse service environment.