• Journal of Internet Computing and Services
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• v.16 no.4
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• pp.1-11
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• 2015

This study uses the contingent valuation method to estimate the switching cost for adopting the MVNO service. The findings are as follows.: First, Willingness To Switch(WTS) increases as users' using pattern and perceived degree of MVNO service, but satisfaction with current service provider does not play a significant role in predicting Switching Cost. This means that as amount of money users can save exceeds a certain level, users decide to willingly change their service provider to MVNO regardless of their level of satisfaction with current service provider. Second, there are differences in WTS among service subscribers in SKT, KT and LGU+. It means that there will be a difference in the tendency to switch to MVNO among subscribers of service providers. This study suggest the following mangerial perspective to effectively promote the MVNO and boost the MVNO market for activation of mobile data services.: First, MVNOs are better off applying differentiated pricing scheme at attractive rates than using a differentiation of service product and quality. Second, regulators should consider how to implement an MVNO regulatory policy when there is an asymmetric customer loyalty among MNOs. This research will be used to set the MVNO's pricing strategy and to build up a successful regulatory policies.

• Journal of Information Management
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• v.33 no.3
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• pp.1-26
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• 2002

The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The library and information center acting as a service provider aims to establish a framework for improvements in services by focusing on the user's perspective on service quality and classifying the factors that contribute to service quality. This study adopted the LibQUAL+ model, which is derived from SERVQUAL model for measuring quality of service in the field of Service Marketing.

• Journal of Digital Convergence
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• v.13 no.3
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• pp.95-106
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• 2015

This study aimed to study the relational embeddedness theory which has been actively studied in the fields of marketing and psychology to the consulting industry. This study also aimed to find out if various efforts and pro-social service behavior of the consultant, a service provider in the consulting industry may have a positive effect on customer relationships. The results of the study can be summarized as follows: The pro-social service behavior of the consultant was verified to have a positive effect on relationship trust, relationship satisfaction with customers and relational embeddedness was found to have a positive effect on relationship trust and relationship satisfaction. In addition, relational embeddedness, relationship trust, and relationship satisfaction were found to have a positive effect on long-term relationship orientation.

• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.36 no.4A
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• pp.380-387
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• 2011

While mobile IPTV services are supported through the mobile WiMAX networks, there must need some guaranteed bandwidth for the IPTV services especially if IPTV and non-IPTV services are simultaneously supported by the mobile WiMAX networks. The quality of an IPTV service definitely depends on the allocated bandwidth for that channel. However, due to the high quality IPTV services and to support of huge non-IPTV traffic over mobile WiMAX networks, it is not possible to guarantee the sufficient amount of the limited mobile WiMAX bandwidth for the mobile IPTV services every time. A Service Level Agreement (SLA) between the mobile IPTV service provider and mobile WiMAX network operator to reserve sufficient bandwidth for the IPTV calls can increase the satisfaction level of the mobile IPTV users. In this paper, we propose a SLA negotiation procedure for mobile IPTV users over mobile WiMAX networks. The Bandwidth Broker controls the allocated bandwidth for IPTV and non-IPTV users. The proposed dynamically reserved bandwidth for the IPTV services increases the IPTV user's satisfaction level. The simulation results state that, our proposed scheme is able to provide better user satisfaction level for the IPTV users.

• Asia-Pacific Journal of Business
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• v.13 no.1
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• pp.289-300
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• 2022

Purpose - This study is a study on China's national flower, the Peony Festival', with a focus on the Heze International Peony Festival, which is called the "City of Peonies, to investigate the difference in the importance and achievement of festival items". Design/methodology/approach - IPA is used to identify items that need to be improved for festival satisfaction attributes, and to suggest the direction of the annual peony festival in the future. Findings - The difference in importance and achievement for each of the 17 items of the Heze International Peony Festival, there was a statistically significant difference between importance and satisfaction, except for the peony admission ticket. It was found that satisfaction was relatively low in these items as it was higher than the average value. Second, the first quadrant showed information on traffic communication, food taste, convenient facilities (parking lot, restroom, shelter), service delivery speed, service provider attitude, natural scenery at the festival site, road signs, and information boards. Third, the diversity of cultural performances appeared in the fourth quadrant. Finally, the second quadrant is an area of high importance but low achievement. Two items were derived: the environment of the entertainment venue and the diversity of the entertainment venue. Research implications or Originality - These are the items that led to the dissatisfaction of visitors to the festival, and seem to be the items that need to be improved the most urgently.

• Management & Information Systems Review
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• v.33 no.3
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• pp.59-76
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• 2014

This research tries to present the role of Jung, which is well known as Koreans' traditional emotional attachment in service recovery process. Prior research on the service recovery have focused on relationship among perceived justice, recovery satisfaction and forgiveness. Especially perceived justice including distributive, procedural, and interactional justice has addressed as most important antecedents of recovery satisfaction. Although the pivotal role of emotional factors for successful service recovery has agreed by many researchers, relatively little attention has been paid to this issue. During the service recovery process, even if customer perceived recovery effort from service provider as justice one, they might feel displeasure or dissatisfaction. It means prior researches have underestimated the importance of emotional aspect, especially for Korean perspectives. In this study, we examined customer reactions to service failure and recovery process in restaurant service settings. Specifically, we focused on the moderating effect of 'Jung' on the paths between perceived justice and outcome variables such as forgiveness and recovery satisfaction.

• Journal of Information Technology Services
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• v.14 no.2
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• pp.289-314
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• 2015

Recently, Most of the companies and government offices are under consideration about the adoption of cloud office service to actualize the smart work policies. Comparing with traditional office software, a cloud office service have the advantage of the method of payment and coming over the physical limitations. Many cloud office service users tend to adopt an official evaluated the service without doubt. However after deciding to adopt cloud office service, many users are faced with a variety of problems and difficulties practically. In this study, researchers carried out interview about those problems and difficulties after adopting a cloud office service. Consequently, there are several problems and difficulties such as compatibility, document security, document lost and maladjusted to the new graphic user interface between traditional office software and a cloud office service. A cloud office service have still several advantages not only a competitive price but also ubiquitous attributes. Thus, researchers need to study about what kinds of reason variables can solve those problems and difficulties. In existing research, DeLone & McLean have suggested information system success model. They use three independent variables which are system quality, information quality, service quality. Parameters are user satisfaction, intention to use and use. Lastly, dependent variables are net benefits. However in this study, we need to change the scope of measurement. In other words, we have to replace parameters with dependent variables. Simply, user satisfaction, intention to use and use is going to be dependent variables. There are several reasons why we need changing variables. First, we aim at giving a some suggestions to a cloud service providers which independent variables do not work to satisfy for the users. Second, we need to find out how to maximize cloud office service user's satisfaction and intention to use. Third, we should firstly know that relationship between independent variables and dependent variables. Finally, those research results give for the cloud office service provider to solve the cloud office service adopting problems and difficulties.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.32 no.2
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• pp.124-134
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• 2024

This study is based on the Expectation Confirmation Theory (ECT) and categorizes trust types in non-face-to-face boarding services into three dimensions: structural assurance, platform, and service provider. It analyzes the impact of these trust types on users' perceived usefulness, satisfaction, and continuous usage intentions. Using a structural equation model, the study found that the three dimensions of trust positively influence users' satisfaction and perception of usefulness, thereby promoting intentions for continuous use. However, perceived risk weakens the positive relationship between trust and continuous usage intentions. By exploring the moderating role of perceived risk in non-face-to-face boarding services, this study analyzes its impact on user behavior patterns, contributing to the optimization of service design and enhancement of user trust. This study promotes widespread acceptance and continuous use of the service, and is crucial for developing effective non-contact service strategies that meet the needs and expectations of Chinese travelers in the post-pandemic travel environment. The findings provide a new perspective and empirical evidence for understanding user attitudes and behaviors towards non-face-to-face services, holding significant theoretical and practical implications.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.19-26
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• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.