• Management & Information Systems Review
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• v.31 no.2
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• pp.231-251
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• 2012

Customer delight is critical to firm's success in today's competitive environment. This importance has led marketing scholars and practitioners to recommend that firms improve their customers' delight because it is a key to customer loyalty. However, researchers and practitioners have also begun to express concern on the process that underlies customers' delight-loyalty relationship. The purpose of this paper is to investigate this question: 'Does it really matter that firms delight to their customers to achieve greater customer loyalty?' The results from one experiment using a scenario method and the data collected by questionnaire real that delighted customers(offered an unexpected gift) were significantly more warmth, joy and loyalty than satisfied respondents(offered a free gift). The warmth dimension of delight influenced positively on loyalty in satisfied customer group. In delighted customer group, both warmth and joy influenced positively on loyalty.

• The Research Journal of the Costume Culture
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• v.15 no.3 s.68
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• pp.461-471
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• 2007

Many Korean apparel firms have been adopting the global sourcing to enhance their competitive advantages. The purposes of this study were to identify the current status of global sourcing adopted by Korean apparel firms and to provide useful information for the other apparel firms planning the global sourcing. The questionnaire survey was conducted to 65 Korean apparel firms. The firms selected for this study were women's, men's, unisex casual wear manufacturers which made their products at offshore factories. The results show that about half of them started global sourcing before 2000. Unisex casual wear firms were already doing the global sourcing very actively and women's wear firms were followers. The major benefit of the global sourcing was the cost reduction. The firms that had made inroads into the global market find much satisfaction in global sourcing. These early adopters expected their sourcing countries as a future consumer market. The threatening elements of the global sourcing were the difficulties of quality control and labor cost rising. Cost and technical ability were considered importantly in selecting the global sourcing partners. The firms started the global sorucing before 2000 were greatly depended on offshore production. They concerned for the problems related to the global sourcing.

• Knowledge Management Research
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• v.19 no.1
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• pp.147-174
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• 2018

Recently, firms have been putting forth significant efforts to fulfill various demands and high expectations of customers. The role and importance of customer centers as a direct contact point for customer relationship management are more emphasized than previously. A customer center draws attention as a new alternative to secure corporate competitiveness as it contributes to sales increase, being in a position to satisfy customers' needs by ensuring customers' access to information. A customer center is an aggregation of various information and communication technologies. In particular, a voice recognition/analysis technology based on big data can elaborate customer services further, enhance customer satisfaction, and trigger constant interactions with customers. A customer center can be transformed to a hub of customer knowledge and the embodiment of business intelligence in the front line of business. This article is a case study on how the customer center of the K life insurance company regarding customer center operation collects and analyzes customer information and how it has established its voice recognition/analysis system based on big data to improve customer experience management. Factors affecting the successful introduction and implementation of voice recognition/analysis system to a firm, are examined.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.5
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• pp.185-194
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• 2020

The study aims to identify and measure factors affecting the perception of the selling price of luxury apartments in Hanoi. We conducted a questionnaire consisting of 29 observation variables with a 5-point Likert scale. Independent variables were measured from 1 "without effect" to 5 "strongly". Based on the desk review and results of interviews, a total of 500 questionnaires were sent to research participants for collection; 458 of them met standard and were subject to be analyzed. This study employs Cronbach's Alpha test, and regression model. The results of Exploratory Factor Analysis (EFA) and Multiple Regression Analysis (MRA) identify five main determinants influencing the perception of the selling price of luxury apartments in Hanoi, including Physical characteristics of a luxury apartment (PC); Location and position of an apartment (LP); Surrounding Area (SA); Quality of service provided by managers; (QS) and Demographics factor (DF). Based on the findings, some recommendations have been proposed to help the firm leaders design appropriate personnel policies for creating better price satisfaction for customers in the future. On this basis, the authors propose a number of recommendations to improve the quality of luxury apartments, thereby contributing to the development of the market for luxury apartments in Hanoi.

• The Journal of Information Systems
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• v.7 no.1
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• pp.99-128
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• 1998

The increasing importance of IT rose to the top of list of marketing managers' key concerns and IT has been used widely in performing various marketing activities and decisions. However, little was known about how to employ IT in various marketing activities and how to use IT as a strategic marketing means. Also, comprehensive empirical studies have rarely been conducted. This study examines the effectiveness of integrative use of marketing and IT. More specifically, this study attempts to identify the factors that influence the effectiveness of marketing information systems. The manufacturing firms listed in the Korean Stock Market were surveyed. the major findings of this study are as follows. First, the variables of organizational characteristics such as formalization of decision making cooperation between marketing function and IS function, and degree of decentralization were significantly related to the success of marketing information systems. The variables of user highly associated with the success of marketing information systems. Second, it was also found that the support capability of marketing information systems is the major factor of the effectiveness of marketing information systems. Third, the variables marketing function and IS function, and ratio of export sales to total sales were three variables such as marketing knowledge of marketing managers, cooperation were the main factors to affect the users' satisfaction with the information system. These results imply that, in order to increase the effectiveness of marketing information systems, a firm should enhance a cooperation between marketing function and IS function, diversify the support capability of IS, and strengthen the computer mind and computer knowledge of end-uses.

• Journal of Korean Foot and Ankle Society
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• v.7 no.2
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• pp.157-165
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• 2003

Purpose: The purpose of this study was to the evaluate the clinical and radiographic results and complication of the Scarf osteotomy which is one of the surgical treatment of Hallux valgus. Material and Method: Fifty feet (30 patients) of moderate to severe hallux valgus deformity were operated by Scarf osteotomy procedure from January 2002 to July 2002. Patients were asked about their satisfaction in terms of pain, appearance and motion. The AOFAS clinical ratio scales and radiographic results for hallux valgus were evaluated. Result: The mean Hallux valgus angle improved from an average of 30.6 degrees to 9.0 degrees and the first intermetatarsal angle improved from an average 13.3 degrees to 5.2 degrees respectively. The preoperative mean AOFAS score was 58 points and on last follow up AOFAS score improved to 88 points. Complication which including troughing, nonunion, malunion was not developed. Conclusion: We found that Scarf osteotomy is a reliable operation for mild to moderate Hallux valgus deformity as regards firm fixation and early postoperative ambulation and large contact area for union.

• Industrial Engineering and Management Systems
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• v.15 no.1
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• pp.77-91
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• 2016

Every service firm must find ways to attract new customers, retain existing customers, and remain competitive and profitable. As competition increases, delivering better service becomes more important. Service quality is considered as a vital aspect for the success of the firms. Restaurant cannot be separated from the service quality they have to deliver. The development of restaurant is supported with the reputation of the country where the food comes from. Recently, one of the most trending topic is Korean wave which affects the Korean cuisine. A fuzzy AHP was employed to evaluate the service quality. It is more preferable than traditional AHP which is criticized for its inability to handle the uncertainty of the decision maker's perception. Six attributes are used to evaluate five Korean restaurants in Semarang, Indonesia. The result shows that innovation is the most important attribute. It seems that decision makers viewed the food variation and new method service as main factors that the restaurants have to manage. This finding can provide the managers with valuable insights into the attribute that reflects customers' perceptions; also to position their service based on their competitors. Validating the scale in other culture-based restaurants is an interesting area to be pursued.

• East Asian Journal of Business Economics (EAJBE)
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• v.10 no.2
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• pp.115-125
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• 2022

Purpose - The quality of the hotel depends on the Oriental arts established. Customers tend to believe that high prices reflect the offered services. This research expounds on the effects of Oriental interior designs in the hospitality industry in enhancing hotel profitability, opportunities for development, and the growth of urban hotels. Research design, Data, and methodology - This study conducted the comprehensive literature analysis to obtain suitable contents about the effect of Oriental Art for Urban Hotel Business Plan. the literature analysis method systematically assesses the value of qualitative data. Resources are organized into groups using a coding frame. Result - The adoption of the Oriental arts in the interior designs in the hotel industry will lead to customer attraction, improved competitive advantage, customer loyalty, and the preservation of the societal values of culture. Therefore, the marketing practitioners should adopt oriental arts as an integral aspect of interior designs to enhance customer satisfaction Conclusion - Marketing practitioners also use the oriental arts to enhance customers' willingness to pay. This is because oriental arts serve as the cues that enable the consumers to feel that the hotel's products are of quality. When oriental arts are used in interior hotel designs, the customer's willingness to pay increases. Thus the firm's relationships with customers are boosted.

• The Journal of Industrial Distribution & Business
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• v.14 no.4
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• pp.11-21
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• 2023

Purpose: The purpose of this study is to explore how to apply marketing and foster public policy for better establishment of the sharing economy in a society. In particular, this study investigates the following: i) how citizens understand definition and scope of the sharing economy; ii) how citizens actually use and perceive sustainability of the sharing accommodation? iii) how factors such as policy preparation for marketing to the public, policy preparation for regulations, and perceived sustainable growth affect overall attitude to accommodation sharing?; iv) how does overall attitude affect satisfaction and intention to use? Research design, data and methodology: This study conducted an online survey with the assistance of a well-known research firm and applied secondary data. This study applied t-test, factor, ANOVA, and regression analysis for analysis. Results: The results found that policy preparation for marketing to the public, policy preparation for regulation, and perceived sustainable growth of the accommodation sharing significantly affect overall attitude toward accommodation sharing. Conclusions: The results provide managerial and policy implications. The sharing economy will be established in a society with better understanding of the meanings and scopes by citizens. Better policies should be prepared and promoted to the public to increase awareness for sustainable growth of accommodation sharing.

• Archives of design research
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• v.17 no.3
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• pp.283-292
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• 2004

Today's fast-paced world is becoming increasingly characterized by technology-facilitated transactions. Growing numbers of customers interact with technology to create service outcomes instead of interacting with a service firm employee. Self-service technologies provide technological interfaces that enable customers to produce a service independent of direct service employee involvement. To investigate on the customer satisfaction with self-technological based product design in Subway. I used the critical incident technique developed by Flanagan(1954) with quantitative measures of attributions. In this research, it results that customers are considered more important the value of technological-function and easy to use than the aspect of automated machine. It is likely that the technological aspect of many self-service options has a unique influence on customer perceptions of self-service encounters. Also, Research has shown that customer's needs are defined as situations in which external environmental factors add a sense of urgency to the transaction and saved time. On the other hand, customers realize that their favorable image of self-technological based product follows as ; first, customers prefer to the simple & modern image on the aspect of product design, secondly, customers prefer to the hitech-functional image to do its job fast in a short time by automated technology on the aspect of functional service, thirdly, customers prefer to the comfortable and sanitary image to be suitable for the underground circumstance.