• 대한안전경영과학회지
• /
• 제8권6호
• /
• pp.109-118
• /
• 2006

This paper proposes service layout strategy considering service characteristics by the use of benchmarking production system such as layout by P-Q chart, improvement tool, automated system, Toyota production system and lean production system. This paper represents operation methodology of statistical process control using control chart for service performance outcomes.

• 한국실내디자인학회논문집
• /
• 제21권6호
• /
• pp.233-242
• /
• 2012

The purpose of this study is to analyze the pattern of tenant layout for selected cases of five different Urban Entertainment Center(UEC) in Seoul. This research deals with the process of gaining tenant layout pattern of 40 different types. It is composed of three combination unit with tenants of the same or different consumption mode, which is divided into four different functions of retail, entertainment, dining, and service. Then, every tenant of research cases is classified as one of the fabric type, and the data is analyzed to gain its frequency rate with SPSS 14.0 program. The following is the overall explanation of the result for this research. The frequency of tenant layout pattern between the same consumption mode shows the high rate when compared to the other patterns with different consumption mode. For example, the frequency rate of tenant layout pattern which retail and dining consumption mode are placed side by side like RRR and DDD is high. Interestingly, the frequency rate of RRR type of tenant layout pattern that sells the similar products shows especially high level. It can provide the effective environment for shoppers to compare retail goods in many different stores as producing synergic effects when they are located near each other, so this strategy should be considered when planning tenants in UEC environment. Moreover, in case of dining tenants, when they are clustered together in the UEC environment it can play a role as an anchor tenant. Tenant layout pattern of dining-retail and dining-service consumption mode shows the high frequency rate than other layout pattern with other consumption mode. Besides, entertainment consumption tenants combined with dining or retail tenants show the high frequency rate when compared to the pattern combined with service consumption mode.

• Industrial Engineering and Management Systems
• /
• 제4권1호
• /
• pp.82-93
• /
• 2005

Facility layout problems (FLP) are usually treated as design problems. Lack of systematic and objective tools to compare design alternatives results in decision-making to be dominated by the experiences or preferences of designers or managers. To increase objectivity and effectiveness of decision-making in facility layout selections, a decision support model is necessary. We proposed a decision model, which regards the FLP as a multi-attribute decision making (MADM) problem. We identify sets of attributes crucial to layout selections, quantitative indices for attributes, and methods of ranking alternatives. For a requested facility layout design, many alternatives could be developed. The enormous alternatives, various attributes, and comparison of assigned qualitative values to each attribute, form a complicated decision problem. To treat facility layout selection problems as a MADM problem, we used the linear assignment method to rank before selecting those high ranks as candidates. We modelled the application of the Nemawashi process to simulate the group decision-making procedure and help efficiently achieve agreement. The electronics manufacturing service (EMS) industry has frequent and costly facility layout modifications. Our models are helpful to them. We use an electronics manufacturing service company to illustrate the decision-making process of our models.

• 패션비즈니스
• /
• 제11권3호
• /
• pp.46-58
• /
• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• 유통과학연구
• /
• 제13권9호
• /
• pp.71-79
• /
• 2015

Purpose - The purpose of this paper is to find out the effect of changes in the differentiated "servicescape" on the business performance in the hair salon industry using a case study. For this, we selected hair salon M located in Suwon. The shop is innovatively different from existing shops in terms of spatial layout and functionality. We conducted in-depth research, beginning with the launch of the shop concept through investment and ongoing stable sales. Research design, data, and methodology - The M hair salon is a start up shop providing a differentiated servicescape (physical environment where the service takes place) located in Suwon, Yeongtong-gu. We conducted research to investigate how spatial layout and functionality of the servicescape impact customers' perceived quality. The interview period and case analysis was May 2014 through March 2015, covering 11 months. To conduct the case analysis, we analyzed the spatial layout and functionality of existing shops and interviewed customers and experts about the difference between hair salon M and existing shops. Results - Our results found clues to the positive effect of spatial layout and functionality among servicescape factors on perceived service quality at the salon. The shop showed a fast payback of the principal investment, growth potential in contrast to competitors near the salon, and 45 percent returning customers. The problem with the spatial layout at existing shops was that customers were aware of the way other people were looking at them, since viewing angles overlapped, therefore there was a limitation to the relationship intensity with an exclusive hair designer. In contrast, the layout of the stands at the M salon kept the number of dressing stands limited to maximize the customer's emotional response. Additionally, because of the new layout of dressing stands hiding other customer voices and appearance in the salon, customers perceived their service space as independent. Therefore, they did not have to focus on their personal emotional response, which was one of the advantages of the new layout. Conclusions - This study conducted case study analysis by offering a new perspective focusing on spatial layout, previously not considered as an independent variable of quality evaluations and customer satisfaction in existing literature on hair salon management. Therefore, this study contributes to the field by offering an opportunity to discover the causal relationships between the overlooked physical environment and a customer's perceived quality. However, a process objectifying the results of the study through empirical analysis and hypotheses is needed to overcome the limitations of the case study approach and generalize the results. Moreover, it would be beneficial to conduct further empirical study of the relationship between the spatial layout provided in the case and a customer's emotional response and change in mood. In addition, an analysis is needed regarding how customers feel about the factors using the Kano Model. These suggestions would be considered in further study.

• 한국IT서비스학회지
• /
• 제19권2호
• /
• pp.1-10
• /
• 2020

In this study, the structure model including the role of servicescape focusing on service participation and customer experience in theme park service is demonstrated empirically. The servicescape construct of theme park service includes three factors such as ambient atmosphere, functionality and layout, and sign, symbols etc. Customer service participation includes suggestion, passion and citizenship. And the emotional and convenience factors are included to customer experience. As an analysis result of examining the 241 respondents of university students, some implications were described. Customer satisfaction is greatly influenced by customer's participation in theme park service, and customer's participation has a significant effect on improving customer satisfaction by inducing customer experiences. It is desirable to consider servicescape priority in order of signs and symbols, ambient atmosphere, functionality and layout factor. The customer's participation in service is a passion for participation, citizenship, and suggesting for problems or improvements. Therefore, participants in planning and designing servicescape in the future, including IT services, should be creative in the direction of inducing various participations of customers and creating positive experiences for customers. In order to apply these findings to the composition of servicescape, the participation of various experts is required. Also, the expertise and competences of various fields must be gathered for each issues, and a more creative and scientific approach is required.

• Journal of information and communication convergence engineering
• /
• 제15권2호
• /
• pp.104-111
• /
• 2017

The visual presentation is one key feature which gives much consideration in designing mobile applications as it acquires attention from the end user. It takes only a few milliseconds to form an impression on a person and this is not any different to the web and mobile application designs. The first few milliseconds are a crucial time for developers as the impression produced would indicate further engagement of the service. Developers should continuously update the designs based on human needs. A few of these contents have actually paved its way to being continuously used. By synthesizing results of preceding researchers, this paper considers layout, color, and font as UI design elements of SNS messenger, and illustration and animation as the graphic image of it. In this study, the preference for messaging application chat layout was being surveyed and analyzed. As a result, there has been little significance identified since the instant messaging, so chat layout shows very minimal variance in their design.

• 유통과학연구
• /
• 제21권3호
• /
• pp.101-111
• /
• 2023

Purpose: The first purpose of this study is deriving in-store characteristics that affect the experience of customers using unmanned stores and reveals the value of major services that customers feel and experience. Also, an empirical analysis is conducted on the effect of intelligent consumption value after using unmanned stores on consumption emotions and continuous use intention, and the modulating effect of customers' untact tendency on environmental characteristics and the value of intelligent services is verified. Research design, data and methodology: Samples were taken from 186 people who visited the unmanned store from April to June 2022 to investigate the research model. Results: It was found that the environmental characteristics of unmanned stores had a positive effect on the intelligent service value. Also, the higher the value of intelligent service, the stronger the influence on consumption emotions, and the higher the value of the intelligence service and consumption emotions, the stronger the impact on the intention to use intention. The untact propensity played a role in controlling the relationship between ease of using technology and the intelligent service value and the relationship between spatial arrangement and functionality and intelligent service value. Conclusion: In order to improve unmanned store service in the trend of spreading unmanned stores, it is necessary to not only improve the technology using convenience in terms of store environmental characteristics but also create innovative consumption experiences in terms of space layout, function, and convenience of payment.

• 한국콘텐츠학회논문지
• /
• 제17권6호
• /
• pp.452-469
• /
• 2017

본 연구는 레스토랑 서비스 환경에서 점포내부에서 제시되는 서비스 환경요인이 인지반응으로서 지각된 서비스품질 및 이미지에 미치는 영향을 검증하고, 또한 이들 인지반응요소와 감정반응으로서 감정적 만족 관계, 그리고 감정적 만족과 행동반응으로서 재 구매의도 관계를 확인하여 레스토랑 내부의 서비스 환경에 대한 소비자의 인지반응, 감정반응 및 행동반응의 관계를 설명하는데 목적이 있다. 이를 위해 SPSS 21.0 및 AMOS 20.0 통계패키지를 이용하여 구조방정식모형분석으로 연구가설을 검증하였다. 연구결과는 다음과 같다. 첫째, 주변 환경, 인테리어환경 및 청각환경은 지각된 서비스품질에 유의한 영향을 준 반면 인테리어환경은 지각된 서비스품질에 영향이 없었다. 둘째, 주변 환경 및 레이아웃환경은 이미지에 유의한 영향을 준 반면 인테리어환경 및 청각환경은 이미지에 영향이 없었다. 셋째, 지각된 서비스품질은 감정적 만족에 유의한 영향을 준 반면 이미지 및 재 구매의도에는 영향이 없었다. 마지막으로, 이미지는 감정적 만족 및 재 구매의도에 모두 유의한 영향을 주었다. 따라서 레스토랑의 마케팅관리자는 소비자에게 주변 환경, 레이아웃환경 및 청각환경을 개선하여 지각된 서비스품질 수준을 높이고, 또한 주변 환경 및 레이아웃환경을 개선하여 기업의 이미지를 높임으로써 소비자에게 감정적 만족을 유도하고 재방문을 높일 수 있는 서비스 마케팅전략을 계획하고 실행해야 할 것이다.

• 한국멀티미디어학회논문지
• /
• 제23권2호
• /
• pp.274-281
• /
• 2020

The use of information systems improves a company's service quality and provides efficient information management. The establishment of an information system has become an essential element. In designing and developing a large number of screens when building an information system, As the number of screens increases, so does the cost and time. In addition, modifications can increase the cost of maintenance and exceed the cost of development. In order to solve these problems, there have been studies to design the screen simply and easily, but there is a shortage in reducing the maintenance cost. In this paper, we have studied the layout algorithm for managing the attributes of the screen components as data structures based on the designed screen and arranging the components on the screen. And we compared the proposed method and the methods that have been studied in the related studies. Screen component layout methods can automatically deploy screen components to consistently develop a large number of screens and reduce cost and manpower by reducing the time it takes to deploy screens.