• Journal of the Korean Applied Science and Technology
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• v.35 no.4
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• pp.1120-1133
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• 2018

The purpose of this study is to validate the failure attribution factors affecting emotional changes after a failed service by local restaurant users, and the relapse effects of the perceived failure of a customer's brand relationship. In this study, the implications of this study can be divided into the null theory and the homogenous theory, in which the study of the relationship between individual belief that influences the null theory and the post-gender emotional response is minimal. The independence of the crash response (angerous VS compassion) has been equally validated as building a belief-gathering-emotion three-step model. First, emotional BRQ (intimate and love) has a reduction effect on controllable geeks, and behavioral BRQ (relative existence) has an extended effect on controllable geeks. From a management perspective, restaurant managers should be less aware of the repeatability of a customer's service failure and call for customer sympathy. Integratedly, restaurant managers must control the customer's perception of service failure and restore the impact of the customer's BRQ on emotional reactions. A variety of service recovery measures should be established and the cerumen should be controlled. In addition, since BRQs have different effects on anger and sympathy (extended VS), different service failure recovery plans should be presented depending on the characteristics of the customer BRQ. For example, measures such as monetary compensation or fair dealing, emotional distribution to close and loving customers, and persuasion of reciprocal benefits to interdependent customers should be developed according to circumstances. This study explored the effectiveness of the geeks after a service failure and has limitations that do not take into account the various regulatory factors in the BRQ-return-Empression process. Thus, in further studies, the effects of adjusting service failure strength should be considered and a more complete model should be built.

• The Journal of The Korea Institute of Intelligent Transport Systems
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• v.10 no.2
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• pp.66-76
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• 2011

The Sightseeing ITS is defined as a system that gives tourists and inhabitants the information concerned with road network conditions, parking, sightseeing spots, and travel time in the relevant area. When focusing on tourists' excursion behaviors in sightseeing areas, however, it is sometimes found that they feel much annoyed with insufficient information about the area. While they also have a variety of needs to get information and make a decision about their excursions, it becomes one of important subjects to understand the actual circumstances of their information usage and to identify the causal relationship between their excursion patterns and the obtained information. This paper aims to investigate basic issues toward development of Sightseeing ITS and to modify an analytical model of tourist's excursion behavior considering information usage at Fuji five lakes Area, which is a representative sightseeing place in Japan. The relationship was analyzed using a structural equation model: information usage at the scheduling stage has an impact on tourists' individual cognition of the sightseeing area, tourists' individual cognition affects information usage at the excursion stage, and information usage at the excursion stage affects behavior during excursions. It is found that tourists' decision making behaviors on their excursion tend to depend on the information usage. This implies essential results to construct effective and customer oriented ITS.

• Culinary science and hospitality research
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• v.22 no.8
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• pp.78-88
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• 2016

This study conducted to find influences of selection attributes on consumer satisfaction as perceived by low-cost restaurant visiter by considering personal value. Developed survey was distributed and 428 sample who visited the low-cost franchise restaurant were employed the statistical analyze. The internal value and the external value included individual value in order to estimate the influence of the choice factor of the low-cost franchise restaurant on the quality of the product, and the choice factors were consisted of 3 variables that are quality, accessibility and service. Regression analysis was conducted to verify the relationships among the variables. As a result, the internal value (${\beta}=.236$, p<.0.01), and external value (${\beta}=.352$, p<.001) have the significant positive relationships with respect to quality. Second, the external value (${\beta}=.305$, p<.001) has the positive relationship with regard to accessibility, but the internal value has no significant relationships with level of accessibility. Third, the internal value (${\beta}=.828$, p<.001) has the significant positive relationship with regard to service, but there was no significant influences between external value and service in this study. Fourth, the internal value (${\beta}=.472$, p<.001), the external value (${\beta}=.479$, p<.001) were critical antecedents of the quality. Last, while quality (${\beta}=.858$, p<.001) has significant positive relationship with satisfaction, but it didn't show any relationships with accessibility and service.

• The KIPS Transactions:PartD
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• v.9D no.6
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• pp.1009-1016
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• 2002

We design and implement a new case-based recommender system using implicit rating information for a digital content site. Our system consists of the User Profile Generation module, the Similarity Evaluation and Recommendation module, and the Personalized Mailing module. In the User Profile Generation Module, we define intra-attribute and inter-attribute weight deriver from own's past interests of a user stored in the access logs to extract individual preferences for a content. A new similarity function is presented in the Similarity Evaluation and Recommendation Module to estimate similarities between new items set and the user profile. The Personalized Mailing Module sends individual recommended mails that are transformed into platform-independent XML document format to users. To verify the efficiency of our system, we have performed experimental comparisons between the proposed model and the collaborative filtering technique by mean absolute error (MAE) and receiver operating characteristic (ROC) values. The results show that the proposed model is more efficient than the traditional collaborative filtering technique.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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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.

• Journal of Software Assessment and Valuation
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• v.16 no.2
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• pp.163-172
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• 2020

Recently, concepts of the Fourth Industrial Revolution technologies such as artificial intelligence, big data, and cloud computing have been introduced and the limits of individual or team development policies are being reviewed. Also, a lot of latest technology source codes have been opened to the public, and related studies are being conducted based on them. Meanwhile, the company is applying the strengths of the open source software development methodology to proprietary software development, and publicly announcing support for open source development methodology. In this paper, we introduced several software development methodology such as open source model, inner source model, and the similar DevOps model, which have been actively discussed recently, and compared their characteristics and components. Rather than claiming the excellence of a specific model, we argue that if the software development policy of an individual or affiliated organization is established according to each benefit, they will be able to achieve software quality improvement while satisfying customer requirements.

• Journal of the Korea Institute of Information Security & Cryptology
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• v.25 no.1
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• pp.133-146
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• 2015

Ever sophisticated e-finance fraud techniques have led to an increasing number of reported phishing incidents. Financial authorities, in response, have recommended that we enhance existing Fraud Detection Systems (FDS) of banks and other financial institutions. FDSs are systems designed to prevent e-finance accidents through real-time access and validity checks on client transactions. The effectiveness of an FDS depends largely on how fast it can analyze and detect abnormalities in large amounts of customer transaction data. In this study we detect fraudulent transaction patterns and establish detection rules through e-finance accident data analyses. Abnormalities are flagged by comparing individual client transaction patterns with client profiles, using the ruleset. We propose an effective flagging method that uses decision trees to normalize detection rules. In demonstration, we extracted customer usage patterns, customer profile informations and detection rules from the e-finance accident data of an actual domestic(Korean) bank. We then compared the results of our decision tree-normalized detection rules with the results of a sequential detection and confirmed the efficiency of our methods.

• The Journal of the Korea Contents Association
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• v.12 no.4
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• pp.390-400
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• 2012

The satisfaction of customers, who are in a servicescape, will be subject to many environmental stimulations. In particularly, the servicescapes of the store and the customer characteristics are important factors that affecting the emotional commitment of consumers. In this study, the servicescape that consumers evaluated can be divided into physical and social factors. Furthermore, how these factors can affect the emotional commitment through perceived service quality and social interaction will be studied as well. In addition, the moderating effects of the individual characteristics at the perception of servicescape, such as optimum stimulation level and social appropriateness will be studied together. The results show that the physical factor of servicescape is one of the most important elements that affect "emotional commitment" and under this process; the perceived service quality is performed as a parameter. Besides, the social factor of servicescape, such as the other customer and companion affect can also affect emotional commitment through social interaction. On the other hand, through the analysis of optimum stimulation level and social appropriateness, we found that the higher the social appropriateness, the greater the effect of servicescape. Overall, in order to enhance the customer's emotional commitment, we must build high quality servicescape, meanwhile; the management of other customers and the companion are needed at the same time.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.6 s.165
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• pp.942-954
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• 2007

The purpose of this research is to examine the level of SCM activity, marketing capability, and firm performance for apparel firms, and to investigate the effect of SCM activities and marketing capabilities for firm performance improvement. This study surveyed domestic apparel manufacturing brands that distribute products nationwide. The data was collected through questionnaires sent to managers or executives in large and middle manufacturing corporations among Korea's listed and registered corporations. The data collection has been carried out from November 10 until December 11, 2006. The questionnaires were transmitted by individual visit, fax, and mail. A total of 98 completed responses were returned, three incomplete responses were discarded. The results were as follows: First, SCM activity was classified into 3 dimensions: structural, logistical, and technological factor. Three dimensions of marketing capability were identified with differentiation, cost-leadership, and operational factor. Firm performance was classified into three dimensions: financial, productivity, and customer satisfaction factor. Second, result of analyzing effects of SCM activities for firm performance improvement, it was found that the improvement of technological activities affected acquirement of financial, productivity, and customer satisfaction performs. Structural activities affected factor of productivity performs. Third, result of analyzing effects of marketing capabilities for firm performance improvement, improvement of differentiation capabilities affected acquirement of financial, customer satisfaction performs. And the improvement of operational capability affected acquirement of financial performs and improvement of cost-leadership capability affected factor of productivity performs.

• Journal of Korea Society of Industrial Information Systems
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• v.5 no.3
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• pp.94-110
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• 2000

While most of the previous information technology adoption and diffusion researches focus the critical factors not on the organizational perspective but on the individual perspective based on the various reasons such as informational characteristics. This paper will try to analysis the adoption and diffusion factors of the Internet related technologies based on the organizational perspective. Nowadays, in especially, the evolving and fast diffusing Internet related technologies and the flourishing e-commerce applications pressure retail banks that prepare the new types of online payment systems to maintain their existing and new customer relationship and compete with their potential competitors in the coming market environments. In addition, while most previous researches only focus on the adoption of new information technologies, this paper not only analysis the adoption of innovational technology but also analysis the diffusion process in an organization, which encourage practitioners and researchers to reveal more detail and practical analysis of the innovational technology adoption and diffusion process in ann organizational setting. Based on the previous researches, there are several factor-category will be selected for this research: 1) organizational factor, 2) within banking industry factor, 3) non-banking industry factor, 4) customer acceptance factor, 5) government factor, and 6) the functionality of e-commerce systems factor. Finally, in this study, we assumed that the more sophisticated e-commerce adopting banks provide the more broad range of banking services in general. Thus, we develop the extended integrated technology diffusion model to provide empirical evidences to distinguish between adopters and non-adopters and explain the diffusion levels of e-commerce using the level of services provided via Internet to the customer in retail bank industry.