• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.4
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• pp.87-95
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• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

• Journal of Gifted/Talented Education
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• v.26 no.4
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• pp.677-697
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• 2016

This study analyzed the difference in evaluation results in evaluating identical products by applying two different types of evaluating scales, Creative Product Analysis Matrix (CPAM) and Creative Product Semantic Scale (CPSS) by O'Quin and Bessember (1989). As a result, evaluation based on explicit knowledge scored lower than evaluation based on implicit knowledge, implying that the evaluation becomes stricter. When evaluated with CPSS, which as relatively more segmentalized grading criteria, all sub-dimensions of creativity showed low scores, and it show that when evaluator's first impression or personal evaluation standard on the products is firm, they may not be evaluated by the evaluation tools. Gifted education teachers were giving similar evaluations as experts in creative product evaluation, and understanding the product evaluation tool fully in advance before teaching or evaluating products may lead to the generation of newer, more useful and appropriate, and highly creative product with high solvability.

• The Journal of Korean Association of Computer Education
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• v.22 no.1
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• pp.87-98
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• 2019

It is easy to assume that contradictions are logically incorrect or empty sets that have no solvability. This dilemma, which can not be done, is difficult to solve because it has to solve the contradiction hidden in it. Paradoxically, therefore, contradiction resolution has been viewed as an innovative and creative problem-solving. TRIZ, which analyzes the solution of the problem from the perspective of resolving contradictions, has been used for people rather than computers. The Butterfly model, which analyzes the problem from the perspective of solving the contradiction like TRIZ, analyzed the type of contradiction problem using symbolic logic. In order to apply an appropriate concrete solution strategy for a given contradiction problems, we designed the Butterfly algorithm based on decision making tree. We also developed a visualization tool based on Python tkInter to find concrete solution strategies for given contradiction problems. In order to verify the developed tool, the third grade students of middle school learned the Butterfly algorithm, analyzed the contradiction of the wooden support, and won the grand prize at an invention contest in search of a new solution. The Butterfly algorithm developed in this paper systematically reduces the solution space of contradictory problems in the beginning of problem solving and can help solve contradiction problems without trial and errors.