• Journal of Distribution Science
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• v.16 no.6
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• pp.37-53
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• 2018

Purpose - There have been not enough studies on the ways customer Moment of Truth(MOT) activities are structured along with consumption chain and their influences as well as the relative influences of service quality at Moment of Truth on customer performance. Therefore, customer service needs needed at Moment of Truth may differ depending on whether these distribution services are at introduction-growth stages or maturity-decline stage already, but there is no study which illustrates this. Research design, data, and methodology - This study selects VoIP and IPTV as the household telecommunication and distribution services at introduction-growth stages as well as high speed internet and wire telephone as those at maturity-decline stages. Then it identifies which experiences that customers have at Moment of Truth by each service as well as the influences related to what the customers consider as important. Results - As the result of demonstration with the target of 858 respondents, customers' experiences and requests differ at Moment of Truth. For service quality, what takes the positive roles in customer performance includes corporeality and certainty for the services at introduction-growth stages as well as reliability, sympathy, and mutuality for those at maturity-decline stages. Conclusions - Implications of these results as well as further directions for study are suggested.

• Korea Journal of Hospital Management
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• v.17 no.4
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• pp.133-166
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• 2012

Hospitals tend to provide uniformed service to patients despite their various demands stemming from the severity of disease stages or the uncertainties in information of treatment stages. To identify service factors and provide effective contextually aware service models that patients demand depending on their evolving circumstances, the study conducted a survey on service quality based on importance and satisfaction of cancer patients. The study surveyed 286 patients and caregivers on importance and satisfaction through a questionnaire comprising of 17 questions at the outpatient clinic of cancer centers of university hospitals in 5 cities. Based on the risks of the disease and uncertainties in information of treatment stages, the cancer patients were grouped into diagnosis stage; low-risk treatment stage; high-risk treatment stage; stabilization stage. Depending on the patient's situation, the importance and satisfaction of service factors were ranked. These factors were categorized into 4 groups from a managerial perspective into 'keep it up area', 'focus here area', 'low priority area', 'overdone area'. This study provides an effective medical service model that can accommodate patients based on management areas of cancer patients.

• Journal of the Korean Society of Food Culture
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• v.26 no.3
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• pp.271-278
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• 2011

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

• 한국HCI학회:학술대회논문집
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• 2009.02a
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• pp.1351-1358
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• 2009

The Knowledge Creation in early stages of new service development plays a critical role in the success of the service. The user is a crucial resource in creating knowledge in early stages of development, and user involvement is necessary. There are three roles the user can take part as in service development: informative, consultative, or participative. Based on these different roles, the process of knowledge creation varies. With this background, we proposed to investigate which creative processes need to be passed through in order to positively affect service development based on the role of the user in early stages of Internet service development. This case study was undertaken based on two new projects. The results of this study reveal the relationship between the knowledge creation process and user in early stages of development and at the same time provide guidelines regarding user involvement in actual service development.

• Journal of the HCI Society of Korea
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• v.4 no.1
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• pp.1-10
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• 2009

The knowledge creation in early stages of new service development plays a critical role in the success of the service. The user is a crucial resource in creating knowledge in early stages of development, and user involvement is necessary. There are three roles the user can take part as in service development: informative, consultative, or participative. Based on these different roles, the process of knowledge creation varies. With this background, we proposed to investigate which creative processes need to be passed through in order to positively affect service development based on the role of the user in early stages of Internet service development. This case study was undertaken based on two new projects. The results of this study reveal the relationship between the knowledge creation process and user in early stages of development and at the same time provide guidelines regarding user involvement in actual service development.

• Steel and Composite Structures
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• v.38 no.4
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• pp.415-430
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• 2021

The effective flange width was usually introduced into elementary beam theory to consider the shear lag effect in steel-concrete composite beams. Previous studies have primarily focused on the effective width under positive moments and elastic loading, whereas it is still not clear for negative moment cases in the normal service stages. To account for this problem, this paper proposed simplified formulas for the effective flange width and reinforcement stress of composite beams under negative moments in service stages. First, a 10-degree-of-freedom (DOF) fiber beam element considering the shear lag effect and interfacial slip effect was proposed, and a computational procedure was developed in the OpenSees software. The accuracy and applicability of the proposed model were verified through comparisons with experimental results. Second, a method was proposed for determining the effective width of composite beams under negative moments based on reinforcement stress. Employing the proposed model, the simplified formulas were proposed via numerical fitting for cases under uniform loading and centralized loading at the mid-span. Finally, based on the proposed formulas, a simplified calculation method for the reinforcement stress in service stages was established. Comparisons were made between the proposed formulas and design code. The results showed that the design code method greatly underestimated the contribution of concrete under negative moments, leading to notable overestimations in the reinforcement stress and crack width.

• Information Systems Review
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• v.19 no.4
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• pp.183-209
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• 2017

With changes in information technology (IT), many innovative IT-based services, such as AirBnB, have become popular. Switching behavior toward new and innovative services become a major issue for managers who want to attract many customers. In response, many researchers have investigated why customers switch service providers. However, little research has been conducted on the processes of switching behavior for a hedonic service. To fill this research gap, this study aimed to identify the stages of switching behavior based on transtheoretical model. Furthermore, the factors affecting the service switching behavior in stages were identified on the basis of service provider switching model. This study also hypothesized the customer's switching behavior in accommodation sharing economy service and analyzed it empirically. Results showed that the factors affecting switching behavior differ across five stages. The present results can provide a basis to prevent switching behavior and reduce churn by analyzing the difference in switching behavior among stages. This study also helps managers who want to improve organizational performance by enhancing customer retention capability.

• Korean journal of food and cookery science
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• v.29 no.5
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• pp.605-616
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• 2013

A multistage approach for service recovery enables restaurant managers to do the most effective recovery strategies to reduce customer dissatisfaction and lead to positive behavioral intentions. The purpose of this study was to identify the most effective service recovery strategies in terms of service stage and examine the relationship between service strategies and behavioral intentions. A total of 227 diners examined the customer perceptions to recovery strategies (tangible strategy and intangible strategy) following service failures in each of the four stages:1) reservation and parking, 2) seating and ordering, 3) meal consumption, and 4) payment and exit. The one-way ANOVA showed that intangible strategies were relatively more effective than tangible strategies regardless of service stages. Free meal or free dessert were most effective in service stage 1 and stage 2 whereas correct the failure and reperformance of service found to be the most effective service recovery strategy. Regarding the association between service recovery strategies and behavioral intentions, multiple regression analysis showed that intangible strategies influenced diners' likelihood of positive behavioral intentions whereas tangible strategies lead to diners' willingness to positive behavioral intentions only in service stage 1. The findings enable restaurant practitioners to improve service recovery activities from a service stage perspective.

• Journal of the Korean Society of Food Culture
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• v.25 no.2
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• pp.189-197
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• 2010

This study, which took place in an Italian restaurant in Seoul, investigated the impact of meal duration on the evaluation of satisfaction and service quality, according to the service stages (order, cook, check) of a restaurant. Research procedures included two phases: during the first phase, data on expected-perceived meal duration, and service quality and satisfaction were collected by surveys, which were distributed at the restaurant. The second phase investigated the relationships among meal duration, customers' satisfaction, and service quality. T-tests and regression analyses were used to examine relationships between these variables. Results indicate that both failing to meet customers' expected meal duration, as well as the perceived meal duration could negatively impact the satisfaction and evaluation of service quality. The study confirmed that meal duration is indeed related to the responsiveness aspect of service quality. The important aspect of meal duration management is to improve service quality and satisfaction, which can lead to a restaurant's success. Therefore, understanding the relationships among meal duration, satisfaction, and service quality is a part of a good foundation for effective meal duration management.

• Korean Journal of Veterinary Service
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• v.25 no.3
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• pp.315-330
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• 2002