• Journal of Distribution Science
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• v.15 no.9
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• pp.63-74
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• 2017

Purpose - The purpose of this study is to contribute to the literature on casino services by investigating critical service failures using the critical incident technique (CIT) and provide effective recovery strategies that can be adopted in practice. Research design, data, and methodology - The data were collected from Asian casinos' HNI customers in China, Japan, and the Republic of Korea. This is the first study that has investigated VIP casino customers in leading Asian countries. The research used the critical incident technique (CIT) collect and a total of 227 incidents were analyzed. Results - The results show that three main categories and eleven subcategories are deduced. The first group concerns casino service system failures. The second group relates to service providers' responses to VIP customer complaints. The last group covers employees' attitudes and behavior toward customers. Conclusions - First, the most serious service problem in casinos was the service providers' attitudes rather than the service system failures. Second, Tangible recovery strategies such as "all pay" and "additional comps" were proven to enhance a casino's image and lower customers' intentions to switch. Customers, however, preferred intangible recovery strategies such as considerate responses, reliable problem management, sincere apologies, and accurate explanations.

• Proceedings of the Korean Society for Quality Management Conference
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• 2004.04a
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• pp.371-375
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• 2004

As the importance of customers has been emphasized, most companies began to operate various CRM strategies to understand and manage customers' needs. The investments that businesses are making are categorized into four areas. The first area of investments is in contact centers and channels to manage the voice of customers. The second area is in loyalty management, target marketing using segmentation, profiling, profitability analysis and targeting. The third one is involved in the measurement of customer satisfaction. The last one is planning to deliver products and services to appropriate customers. Despite the various efforts, it is lowering the efficiency of these investments and interrupting their value creation that these are being operated independently in different departments. All CRM activities of an enterprise should be processed interactively and consistently for a common goal; value creation, to overcome these shortcomings. In this research, we propose CS Road Map that systematizes the four kinds of CRM activities; VOC management, survey activities, loyalty management and planning. Under this road map, these four activities will achieve the improvement of service qualities, customer satisfaction and further value creation. This paper demonstrates the road map that is built for a service industry emphasizing the objectives and strategies of the four categories.

• The Research Journal of the Costume Culture
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• v.26 no.6
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• pp.966-981
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• 2018

Consumers' desire for beauty has become a driving force in the beauty service industry which was further developed through specialization and segmentation. Nail-care service, which is one of the beauty services, is showing rapid growth, and intense competition among salons has become apparent. Thus, service management method and marketing strategy are required for customer satisfaction. Therefore, in this study, we tried to classify the nail-care services on the basis of systematization and realization of its characteristics which are fundamental when developing management and marketing strategies. The subjects of this study were women in their 20s and above living in Seoul, Gyeonggi, and Incheon areas. As a result, the nail-care service factors are classified as "external environment" (interior, celebrity, newness), "internal environment" (equipment and products, cleanliness, and environment), "location" (location and transportation convenience), "reputation" (good reputation), "technician skill," "kindness," "relationship" (relationship, empathy, and affinity), and "price and discount." The consumer types of nail-care services were classified into three groups according to the degree of involvement of these concept systems. These results can be used as marketing basics and will be the basis for studying marketing strategies. However, the consideration of setting up a marketing strategy for each consumer type will be presented in a follow-up study.

• Korean Management Science Review
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• v.26 no.3
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• pp.169-184
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• 2009

Recently, mobile telecommunication businesses contend with each other to expand their customer base by using aggressive marketing strategies. In order to determine if there strategies are effective, customer's switching behavior needs to be studied. This study identifies and analyzes direct, indirect factors that may customer switching behavior : attractiveness of alternatives, network externality, and switching cost. Results reveals that attractiveness of alternatives, network externalities have a direct impact on customer switching behavior. These two factors also have moderating effects on customer switching behavior but the switching cost does not In short, network externalities and alternatives strategically determine the success of 3.5G service. In this regard, mobile business should improve their own attractiveness of alternatives by developing specialized service in 3.5G service.

• Journal of the Korea Society for Simulation
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• v.12 no.4
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• pp.61-71
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• 2003

Recently, a matter of the highest priority that the company must do for the satisfaction of customer service is that the company ensure the competitive power throughout the strategic cooperation in the market environment changing rapidly In this situation, one of allied strategies is the supply chain management and the outsourcing is one of the supply chain management strategies. In this paper, the inventory sharing system is introduced as the method to solve two inconsistency problem such as inventory and customer service. This paper also suggests how to increase customer service and to decrease inventory throughout construction of the inventory sharing system among outsourcing companies. For this, we experimented the effect of the inventory sharing system on the supply chain dynamics by using the simulation modeling and analyzed the validity about construction of the inventory sharing system presented in this study. The simulation is designed by Vensim(Process simulation package) and has some feedback loops.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2001.10a
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• pp.350-353
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• 2001

As different service classifications for existing and new business data services, it is hard to gather necessary data for the service providers to set their strategies and regulations are also applied asymmetrically to each service provider. Therefore an appropriate market classification is required for the business data services. The Hendry model is selected in this paper to analyze substitution degree among services and then Hendry model is applied to competition among four business data services. As a result, it is shown that these services compete directly and future market shares of services are forecasted and positioning strategy for new services is considered.

• The Korean Journal of Health Service Management
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• v.10 no.4
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• pp.13-23
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• 2016

Objectives : This research used an exploratory approach to identify factors affecting business strategies due to changes in the healthcare market and customer loyalty factors. Methods : The research model was formulated using antecedents divided into diagnosis quality, employee attitudes, and servicescape. Moreover, differences in the structured model were analyzed according to hospital size. The data were gathered through surveys on clients, who has received care at participating hospitals. From the 200 that were distributed, 150 questionnaires were analyzed, to facilitate analysis of the research model. Results : The effects of diagnosis quality, employee attitudes, and servicescape, on customer loyalty were mediated by trust. We also found the differences between small and large hospitals. Conclusions : Customer loyalty in small hospitals was affected by servicescape, whereas that in large hospitals was affected by diagnosis quality and employee attitudes. The research results could be used to develop strategies to improve customer loyalty.

• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.329-344
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• 2020

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.

• Korean Management Science Review
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• v.21 no.2
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• pp.235-252
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• 2004

Recently domestic mobile carriers have been engaged in heated battles for survival as the market is now rapidly approaching its maturity phase. and the launch of 3G service combined with the introduction of mobile number portability is dramatically reshaping the market landscape. The mobile carriers may have to create and maintain their competitive advantage based on their core capabilities and differentiated strategies. which will lead continuous survival and profits of the firm. This paper investigated competitiveness factors among mobile carriers. and analyzed the relationships of firm capabilities. competitive strategies and competitive advantage. We found that core capabilities and competitive strategies affecting competitive advantage are different from each carrier. Finally. we discussed strategic implications for carriers to increase their competitiveness.

• Korean Journal of Occupational Health Nursing
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• v.26 no.3
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• pp.151-159
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• 2017

Purpose: The purpose of this study was to identify the effects of service orientation on the organizational commitment and management performance of public health center workers. Methods: A cross-sectional survey design was used. A convenience sample of 280 workers was recruited from six public health centers in J province, South Korea. Data were collected by self-report questionnaires, including general characteristics, service orientation, organizational commitment, and management performance. Data were analyzed with descriptive statistics, Pearson correlation coefficients, independent t-test, one-way ANOVA, and hierarchical regression using the SPSS 22.0 program. Results: The service orientations explained 34.1%of the variance in organizational commitment and explained 31.4% of the variance in management performance. The service orientation was a significant predictor of organizational commitment and management performance. Conclusion: The results of this study suggest that better strategies for service orientations will be helpful to enhance organizational commitment and management performance in the public health center.