• Journal of Distribution Science
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• v.17 no.2
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• pp.91-100
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• 2019

Purpose - The importance of customer experiences has been increasing in retail industry as wells as theme park industry. The purpose of this research is to investigate relationships among brand experience, customer perceived value and brand support behavior in theme park industry. Furthermore, we tried to examine the moderating effects of interaction with customers in the relationships between brand experience and customer perceived value. Besides, we provided some implications for not only the theme park industry but also other service industries such as retail industry. Research design, data, and methodology - The research model has nine hypotheses, and we examined them empirically in this study. Five hypotheses were about relationships among theme park brand experiences, customer perceived value, and brand support behavior. The other four hypotheses were about the moderating effects of customer interactions in the causal relationship between brand experiences and customer perceived value. A total of 167 samples who had visited the theme park were surveyed and the hypotheses were tested with the statistical package programs such as SPSS 21.0 and AMOS 21.0. Results - The results of this study are as follows. First, it was proved that theme park visitors' sensory experience, emotional experience, and cognitive experience have significant positive effects on perceived value, although the hypothesis about the causal relationship between behavioral experience and perceived value is not supported. Second, the customer perceived value has a positive effect on brand support behavior. Third, customer interaction has a positive moderating effect between brand experiences and perceived value, except for behavioral experience. Conclusions - Based on the results of this study, there can be following significances and implications from both theoretical and practical perspectives. First, we confirmed the importance of experiential marketing in other service industries such as retail industry as well as the theme park industry. The marketing managers in these industries need to design various experience programs considering the various characteristics of experiences such as sensory, emotional, and cognitive experiences. Second, it will be necessary for the theme park managers to encourage active participation of customers, and raise the level of interaction between employees and customers.

• Journal of the Korean Society of Clothing and Textiles
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• v.46 no.6
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• pp.987-1003
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• 2022

This study explores the effect of experiential value of AR fashion platform on platform preference. Based on the SOR theory, the effects of visual appeals, entertainment, service excellence, and efficiency on platform attitudes, mediated by intrinsic enjoyment and escapism, are tested. The participants respond to the questions after watching the video clip, using an AR fashion platform. A total of 252 data is analyzed using SPSS 26.0 for descriptive statistics and reliability analysis and AMOS 26.0 for confirmatory factor analysis and structural equation modeling. The results show visual appeals, entertainment, and efficiency influence platform preference, mediated by intrinsic enjoyment. Entertainment also influences platform preference, mediated by escapism. The moderating effect of the AR service pre-experience is also explored. For the group with the AR service experience, entertainment and efficiency has a positive effect on intrinsic enjoyment, leading to AR platform preference. For the group without an AR service experience, only entertainment influences the AR platform preference, mediated by intrinsic enjoyment; however, there are no factors which increase escapism. The findings of this study contribute to find the marketing directions for the AR service users, by offering appropriate experiential values based on their prior AR experience.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.295-300
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• 2017

The purpose of this study is to analyze the EBS special lecture, which is an educational application, from a user 's point of view and to propose a direction for improvement of the user experience according to the GUI design. Firstly, we surveyed the theoretical background and service situation through literature review, and secondly, we surveyed the user experience questionnaire based on 7 principles of honeycomb model of Peter Morville. As a result, the EBS special lecture showed improvement of GUI due to lack of visual part in addition to its use. Based on this research, I hope that the service for improvement of the user experience of the education application will be improved in the future and it will be helpful to study the educational application user experience to be conducted in the future.

• Proceedings of the Korean Institute of Interior Design Conference
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• 2006.11a
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• pp.146-150
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• 2006

The purposed of this study is to analyze the performance-art facilities. Research methods were reference study (interaction, local performance-art facilities) and research on the actual condition (on 4 local performance-art facilities for field investigation). Consequently emotional interractive space design makes people satisfied with their five senses, communication with people increase and enable people to experience something new that they haven't experienced before transcending time and space. Interaction design is designing experience of user through the interaction for human, thing, system, and space. The result of this research is to found out the possibility of emotional interaction design concept applied in public service area as a plan to revitalize the performance-art facilities.

• Journal of the Korea Convergence Society
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• v.12 no.5
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• pp.157-166
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• 2021

With the rising of the middle-class in China, the garage reserve has become an important element considered by the high-end community in improving user's experience. Taking Oak Bay, China as an example, this study aims to present a new system of storage service that can help companies achieve sustainable development of storage services. In order to achieve this goal, a customized service process is made by investigating user's need with sample visits and in-depth interviews, and finding user's key points with journey maps. The final analysis shows that this storage service system helps to expand the space and improve user's satisfaction. Therefore, this paper provides theoretical support and practical basis of garage services for other construction companies, and greatly improves the service system of community.

• The Journal of the Korea Contents Association
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• v.17 no.1
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• pp.270-286
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• 2017

Managing waiting experience is critical for providing service because waiting is an inevitable experience. We explored the factors which influence the waiting experience of the customers and the experience they face, in order to find out the meaning of waiting experience of the customer. As a result, we investigated a holistic sequence divided into four stages. When the customers wait for the service, perceived time would be increased by Zeigarnik effect. How long the customers feel when waiting is largely affected by a gap between waiting time and the perceived time, rather than the perceived time itself. Furthermore, the customers showed a tendency to have hard time immersing in the media due to considering others. Additionally, we could find that waiting time after giving an order is relatively more important than the waiting time before the order. Based on the results, the service provider should convey a feeling of completion by fitting the end point of the media to the point when the customer receives the service. In addition, high predictability needs to be offered for the customers in order to predict the exact waiting time. Finally, the customers should feel as if they take the initiative during waiting time.

• Journal of the Korea Convergence Society
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• v.9 no.8
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• pp.143-148
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• 2018

This study focused on the difference between Oculus Store of Oculus and FXGEARs. NOON VR Stores service platform. First the literature study considered the current status and prospect of the VR market and conducted a case study on the VR service platform. In addition, this study conducts the platform strategies of Andrei Hakgu and Hirano AtsushI. After that Interviewers were interviewed to investigate the usability of the VR service platforms. The result of this study is expected to be used as a design guideline to form a VR service platform in the future, and as a user experience study.

• Korean Institute of Interior Design Journal
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• v.18 no.5
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• pp.156-163
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• 2009

Retail space itself could be one of the marketing strategies, through creating space, and communicating brand identity. Especially for innovative products, such as mobile technology products, store is not just to sell products but to provide experiences so that users can fudge usefulness of products and reduce uncertainties to adopt the products. The purpose of this study is to investigate how environmental features and physical artifacts contribute to promote experiences of innovative products in stores and how physical environment help to establish brand identity. For this study, site visits, observation, and literature review were conducted. For case studies, three retail spaces (Apple, Iriver, Sony) and one service space(TTL) were selected. Compared to the service space, three retail spaces have more transparent and open store front design characteristics. For the experiences of shoppers, products displayed in a radial shape, round shape, column shape, and around peripherals of the stores. A service oriented space, TTL zone is differentiated from three retail spaces in terms of layout, store front design, and experience areas. Compared to the traditional stores selling innovative products, the case stores showed more warm atmosphere using various shape, wood materials, lighting fixtures and furniture.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.117-124
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• 2012

Objective: The goal of this study is to design a creative tutoring service, which helps children gain confidence and creativity through learning activities. Background: Nowadays most kids are growing up in a very competitive environment under their parents' zeal for education. A stressful environment can deter a child from the confident undertaking of challenges, leading to depression, anxiety, and feelings of inadequacy. Art therapy helps children work through these issues, however the process led by instructors or parents, and kids still feel anxious studying adults' face to read their thought. Method: To help children address challenges, a creative tutoring service application can provide images with certain tasks instead of asking them to fill in blank areas. The tasks asked by the service system are 1) to visualize children's own experience utilizing visually associated images from given images and 2) to create an illustrated story modifying and re-composing given images. Another task is to learn basic math and words with numbers and alphabets in customized colors. By completing each task children collect awards, which allow them graduate to higher levels of challenges. The outcomes from the tasks are sent to the main server system and reviewed by analysts. Those results are sent to children's parents as a text message on smart phone. Results: Visual implication using images inspires children to make creative stories based on their own experience. Also, children can find their own patterns of reaching answers by using synaesthetic imagery through repetitive practices of creative thinking tasks. Conclusion: Understanding how they feel about doing tasks in certain environments and assessing them in varied situations should be carefully considered when designers approach service design for kids. By focusing on how to tutor children in creative ways, as opposed to focusing on the expected outcome, creative service applications can be designed to reduce children's stress and encourage self expression. Children are predicted to gain confidence through using the service without the concern of comparison by others. Application: The creative tutoring service needs to be developed and tested by varying types of children.