• 품질경영학회지
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• 제40권4호
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• pp.599-614
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• 2012

Purpose: We measure service quality based on service process, and examine relationships among product quality, product and service loyalty. Methods: We develop a construct to evaluate process based service quality. We collect data from customers of auto maintenance centers to measure perceived product quality, service and product quality. We test relationships between constructs using structural equation model and regression analysis. Results: Relationships among perceived-product quality, service quality, service loyalty, and product loyalty are all significant. Conclusion: Perceived-product quality has a indirect impact through service quality and loyalty in addition to a direct impact on product loyalty.

• 한국IT서비스학회지
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• 제8권1호
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• pp.217-229
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• 2009

Manufacturers have recently faced such problems like limitation of product differentiation, product commoditization and increased service request level from customers, Some manufacturers have responded the problems by introducing new business model, 'product and service integrated offering', which integrate product and its services as a bundled package, This article introduces innovative 7 cases of 'product and service integrated offering', and provides case analyses : types, methods, purposes, and risks of integration, The result of analysis, 4 strategic directions for product and service integration offering, could help manufacturers to adopt and build their model successfully, Further research topics are field survey with meaningful sample size including Business-to-Consumer and finding new causal relationships among variables like characteristics of industry, product, Integration, interaction between provider and customer, A development of design methodology on how to plan and develope a sound product service integration is the second next step for the research.

• 한국CDE학회논문집
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• 제9권3호
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• pp.260-265
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• 2004

This paper proposed a Web-based training service for product data management by supporting an integrated product data management system, various technical documents. and efficient communication systems. It also supports a general product development process and a consistent product data model that enable participants to experience management of consistent product information during the product development life cycle. The Web based environment of the service also provides participants with a collaborative workplace with other participants and a Web portal for all the components of the service.

• 한국과학예술포럼
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• 제19권
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• pp.259-267
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• 2015

Product-Service Systems (PSS) has drawn significant attention since it can effectively address diverse values of consumers by integrating products and services. PSS has been defined as a system of products, services, supporting networks and infrastructure that is designed to satisfy customer needs and to generate values. Manufacturing companies can accomplish business innovation by devising new service elements and providing PSSs starting from their products. Such new efforts are called manufacturing servitization. With analysis of the company's business contexts, diverse strategies could be set for servitization. Services could be developed so that their product functions can be supported. On the other hand, new services could be devised to drive active emotional values of their customers in a broadly related manner with their products. In this way, different servitization strategies in service space could be employed. In this paper, the product-service integration spaces for comparison of product-service systems in manufacturing servitization is briefly sketched. Various issue spaces, termed dimensions, would be used including service space, customer space, value space and business model space. Diverse PSS cases, including well-known PSSs and brand new PSSs, will be classified and compared to demonstrate the product-service integration spaces.

• 품질경영학회지
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• 제38권1호
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• pp.85-95
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• 2010

In this paper we propose a product-service valuation model which is usable as a decision-making tool in order to attain a competitive advantage in service in the manufacturing industry. With this purpose, service quality, product quality and costs as valuation criteria are selected. Also, the paper utilizes an AHP model in order to differentiate a fuzzy theory and valuation factors to ensure objectivity in the evaluated results while excluding subjective factors in conducting the product-service valuation. Accordingly, the product-service valuation model and valuated results proposed in this paper are expected to be useful as a basic data for decision-making in order to draw competitive advantage strategies of service in the manufacturing industry.

• 한국전자거래학회지
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• 제4권2호
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• pp.1-22
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• 1999

In this paper, we review and classify shopping information services for electronic commerce in Korea. Shopping information services for electronic commerce can be divided into shopping mall information service and product information service. Shopping mall information service simply shows and suggests information on the shopping malls that it has in its data store. But product information service provides information about the items of the shopping malls the service has and therefore gives more powerful and convenient interfaces to users. Cutting-edge product information services can perform online comparison shopping facility, which searches and compares the items what the users want on the reasonable basis of economical criteria, such as price. Books, CDs, and Personal Data Assistant(PDA)s are the products of which the specification is clear enough to be described on the Web. And the comparison of the products by the information service is performed on the basis of "price" of the product item. The approach to design and implement product information service can be divided into two categories. The one is an application of data warehousing mechanism, which stores the product information on the regular basis of time and provide it when the users query over the Web-database gateway. The other approach is a shopping agent mechanism, which stores information on "how to shop" and the shopping agent collects the information of product items just after users query about the product and provide the information in real time or notify them by alerting service. Thirty nine shopping information services are compared and classified in this paper and they are extracted from "Naver" and "Yahoo! Korea". The final result shows that most services are just a simple shopping mall information service in growing stage, product information services with data warehousing are lack in product ontology in middle stage, and that product information services with shopping agent are in early stage.

• 한국의류학회지
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• 제28권1호
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• pp.12-21
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• 2004

The purposes of this research were (1) to identify service quality and apparel quality in apparel stores, (2) to examine the influence of service quality, product quality and price on customer satisfaction, (3) to examine the influence of service quality, product quality, price and customer satisfaction on repurchase intention that is important feature of store patronage. The data was collected from 435 female students, career women, and house wives using questionnaire and analyzed by frequency analysis, factor analysis, reliability analysis and regression. The results of this research were as follows: (1) Service quality in apparel stores was divided into six factors: facilities and policy/ salesperson VMD/ after service/ impression and atmosphere/ promotion. (2) Product quality was divided into four factors: objective feature/ expressive feature/ wearing sensation/ fitness. (3) Service quality, product quality, price influenced customer satisfaction. (4) Product quality, price and customer satisfaction influenced repurchase intention directly, but service quality influenced repurchase intention indirectly. (5) Service quality factors that influenced customer to have repurchase intention were facilities and policy, salesperson, and VMD. (6) Product quality factors that influenced customer to have repurchase intention were objective feature and wearing sensation.

• 한국경영과학회지
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• 제39권1호
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• pp.101-112
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• 2014

PSS (Product-Service System) is a competitive strategy for a service company or a servitized manufacturer. We investigate the product-service integration effect in a mobile phone service industry. Using choice-based conjoint analysis, we measure main and interaction effects of product and service. We collected a sample of size 171 from a college student group in Seoul, Korea. We find the existence of the interaction effect of product and service in PSS and show the direction of PSS strategy using main and interaction effect.

• 한국의류학회지
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• 제25권5호
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• pp.933-944
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• 2001

The purpose of this research was to classify service dimensions for each apparel product which was thought to be important to consumers and to examine what kind of service dimensions are assessed to be more important than others. Furthermore, whether there were significant differences in the service dimensions and importances of services dimensions were examined by apparel product type(casual, formal products). Data were collected from women who were over 20 years old that live in Seoul. A questionnaire developed based on the previous researches and data were analyzed by factor analysis, t-test, ANOVA, frequency analysis. The results of this study were as follows: First, services of salesperson were divided into six dimensions: \"focused on customers\", \"knowledge/competency\", \"courtesy\", \"appearance/image\", \"purchasing induction\", and \"concerning\". As to service dimension importance, consumers think that \"service focused on customers\" is the most important dimension of service. Second, results of examining the importance according to apparel product type showed that five of the six service dimensions in formal product sales were more important except for the \"knowledge\" related service. Last, as to demographic characteristic variables, people who were over 40 years old were likely to think \"purchasing induction\", \"appearance/image\", \"concerning\" service dimensions more important than the other ages. And it was found that consumers who spend less money on purchasing clothing in a month thought \"focused on customers\" service was more important than the other consumers. In conclusion store managers could apply these results to service education of salesperson and use on preservation and improvement of customer relationship. And according to apparel product types, the results will give some implications to various service policies.

• 대한산업공학회지
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• 제38권2호
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• pp.98-106
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• 2012

The current market preassure of least environmental effects of products needs companies to consider whole life cycle of their products during their design phase. To support the integrated and collaborative development of the products, this paper proposed product data model for extended Product Data Managemen (PDM) that can support integrated design of product, manufacturing process, and customer services, based on the consistent and comprehensive PDM databases. The product data model enables design, manufacturing, and service engineers to express their products and services efficiently, with sharing consistent product data, engineering changes, and both economical and environmental evaluations on their design alternatives. The product data model was implemented with a prototype PDM system, and validated through an example product. The result shows that the PDM based on the proposed product data model can support the integrated design for products, manufacturing process, and customer services, and provide an environment of collaborative product development for design, manufacturing and service engineers.