• International Journal of Internet, Broadcasting and Communication
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• v.11 no.1
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• pp.89-96
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• 2019

The purpose of this study is to investigate Nest Labs (Nest)'s business strategy. The activities based on strategic choices for monetizing connected product are investigated. Nest's capacity and functionality is to offer a seamless integration of devices, platforms, and services and the "Works with Nest" offers an ecosystem fulfilling the needs of different partners. For monetizing customer data, Nest provides a seamless customer experience supported by product incentives. Nest introduces open APIs to connect its connected products to the wider Internet of things (IoT) and open to "If This, Then That." The Nest app controls them from one single place. Nest partners with 32 energy providers as of 2017 and they provide energy from renewable and non-renewable energy sources. Nest also creates a sales channels in direct and indirect route and expands is business model to other industries such as home-rental service, 'AirBnB' to help consumers become more energy-efficient at home.

• Journal of Distribution Science
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• v.14 no.7
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• pp.83-90
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• 2016

Purpose - This study focuses on new type distribution channel that named as Omnichannel. Omnichannel is developed from Multichannel which is used in many distribution channels to buy or selling goods. Omnichannel basically needs an Information and Communications Technologies(ICT) to use, so researcher conduct a Technology Acceptance Model(TAM) to research model. Customer-brand relationship was used as dependent variable to focus on the role of Omnichannel. Research design, data, and methodology - The subject of this study is customer who purchase goods or service through omnichannel. Based on the literature from the preceding research analysis of TAM and customer-brand relationship, this study was constructed by the reference to previous studies, final research model design for figure out casual relationship among perceived ease of use, perceived usefulness, omnichannel use and customer-brand relationship. From 2016 February 3 to March 17, questionnaire survey targeted customers who use online and offline channels. 273 questionnaire survey had conducted, then, 252 survey data were available for empirical analysis. Researcher provide descriptive statistics for checking generality. Cronbach's alpha value was used to check the reliability of data. Exploratory factor analysis was used for purification of values and eigenvalue checking. After EFA, Confirmatory factor analysis was used to prepare structural equation modeling with executing structural equation modeling for confirming hypothesis which developed by researcher. Results - The main results of this empirical study are as follows. First, omnichannel's perceived ease of use has positive significant effect on perceived usefulness(estimate: 0.579). Moreover, omnichannel's perceived ease of use and perceived usefulness has positive significant effect on omnichannel use(estimate: 0.325,0.648). Second, using omnichannel has positive significant effect on brand-customer relationship(estimate: 0.521). Every hypothesis adopted as researcher designed. This study found out the intermediate relationship between perceived ease of use and omnichannel use by investigating hypothesis. Conclusions - Base on the empirical result, this study confirmed that TAM theory perceived has relation with omnichannel. First, factors of TAM has positive effect on omnichannel use, so it highlights the important role of customer based interface and usefulness. Especially, perceived usefulness has high indirect influence on ease of use and use of omnichannel. It seems that when customers try to decide use or not use omnichannel, customers focus on percept benefits from omnichannel. Thus, a provider should applicate attractive price table, accurate product or service information and high switching cost strategy to emphasize the usefulness of omnichannel. Second, using omnichannel enhances the relationship between customers and brand, because there are more time and frequency to serve customers. It is important because good relationship between customers can increase the future's financial performance through word of mouse, positive brand image and loyalty to brand or company. Finally, despite of empirical result and implications, this study has limitations. First, there are only a few previous studies about omnicahnnel, so literature reviews are restricted. While set up the factors which can affect the use of omnichannel, next study should be considered with broader theories or models(ex: contingency theory). Second, omnichannel has developed from multichannel, so comparative analysis is needed between these methods because there is a possibility about different forte character of each distribution system on customer's consuming patterns.

• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.1-22
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• 2007

Customer satisfaction is important in an increasingly competitive and global marketplace. This implies that customer service is a critical factor for many organizations. In service encounter context, customer satisfaction is affected by employees' attitudes and behaviors. Accordingly, service firms have been focusing on selecting high quality of service employees, which resulted the ability to identify and select quality service- or customer- oriented employees to become critical for an organization's success. It was suggested that customer service orientation links to performance and subsequent organizational revenue. Moreover, it was found that service encounter failures were among the major reasons for customers' service switch. Therefore, the selection of customer service oriented employees is a key factor in establishing customer service - a potential source of sustained competitive advantage. However, the measurement of employee service orientation is more confusing than that of definitive answers. The difficulty of measuring service orientation is attributed to the use of broad versus narrow measures of personality. Advocates for the broad perspective prefer using basic personality constructs, such as the Big Five personality traits. On the contrary, the latter prefer a construct-oriented approach of personality research that provides a better measure of job performance because it requires the specification of the relationship of the personality traits with multiple dimensions of job performance. The customer service orientation was defined as "a set of basic individual predispositions and an inclination to provide service, to be courteous and to be helpful in dealing with customers and associates." Similarly, it is a fact that the Big five personality traits are predictors of customer orientation, and employee's self- and supervisor performance. They propose that basic personality traits may be too far removed from focal service behaviors to be able to predict specific service behaviors (customer orientation) and service worker performance. Also, customer orientation is defined as "an employee's tendency or predisposition to meet customer needs in an on-the-job context." This means that people who have job-relevant personality traits such as concern, empathy, and conscientiousness will be more adept at customer service than people who do not possess these traits. However, little attention has been given to the exploration of the service orientation of customer-contact employees who play a key role in creating satisfactory service encounters in the hospitality industry except for Kim, McCahon, & Miller (2003)'s study, especially in family restaurants context. Thus, the purposes of this study are to examine and validate the customer service orientation of customer-contact employees using the instrument developed by Donavan (1999) in Korean family restaurants, because the scale was developed to measure the personality traits related job behaviors. And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). And this study explores the relationships between customer service orientation, job satisfaction, organizational commitment, and self service performance using structural equation modeling (SEM). For these purposes the author developed several hypotheses as follows: H1: Employee's service orientation is associated with service performance. H2: Employee's service orientation is positively associated with job satisfaction. H3: Employee's service orientation is positively associated with organizational commitment. H4: Service performance is positively associated with job satisfaction. H5: Service performance is positively associated with organizational commitment. H6: Job satisfaction is negatively associated with organizational commitment. The data were collected from 278 employees in 5 deluxe hotels located in Pusan, Korea. The researcher contacted the manager of the restaurants, and managers consented to administer surveys to their employees. The survey was executed during one month period in the October of 2007. The data were analyzed with structural equation modeling with LISREL 8.7 W. The result of the overall model analysis appeared as follows: $X^2$=122.638 (p = 0.00), df=59, GFI=.936, AGFI=.901, NFI=.948, CFI=.971, RMSEA=.0625. Since the result of the overall model analysis demonstrated a good fit, we could further analyze our data. The findings can be summarized as follows: First, the greater the employee service orientation, the greater the service performance. Second, the greater the employee service orientation, the greater the job satisfaction. Third, the greater the employee service orientation, the greater the organizational commitment. Fourth, the greater the service performance, the greater the job satisfaction. Fifth, the greater the service performance, the greater the organizational commitment. Finally, the greater the job satisfaction, the greater the organizational commitment. Seventh, the greater the customer satisfaction, the greater the customer loyalty.

• Journal of Practical Engineering Education
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• v.15 no.3
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• pp.663-670
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• 2023

Unlike previous studies that have looked at ESG management and ESG performance from a consumer perspective, this study aims to examine the relationship between attitudes toward ESG and ESG performance perception from the perspective of internal customers who are members of the organization. To this end, the impact of internal members' perceptions of the importance of each ESG area on the organization's ESG management necessity and performance perception was summarized into three research questions and the impact was identified using a structural equation model. As a result of the study, internal customers highly recognized the organization's ESG management needs when they recognized the E (environmental) and G (governance) areas as important, but there was no significant relationship with the ESG management needs in the S (social) area (Research Question 1). In addition, the relationship between the perception of importance in each ESG area and the organization's ESG management needs was found to be little different depending on internal customers' interest in ESG, the degree of ESG knowledge, and age (Research Question 2). Finally, it was found that internal customers who highly perceive the organization's ESG management needs were also positively aware of the organization's ESG performance level.

• The Journal of Society for e-Business Studies
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• v.26 no.4
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• pp.15-36
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• 2021

The airline industry faces with significant competition due to the rise of technology innovation and diversified customer needs. Therefore, continuous quality management is essential to gain competitive advantages. For this reason, there have been various studies to measure and manage service quality using customer reviews. However, previous studies have focused on measuring customer satisfaction only, neglecting systematic management between customer expectations and perception based on customer reviews. In response, this study suggests a framework to identify relevant criteria for service quality management, measure the importance, and assess the customer perception based on customer reviews. Machine learning techniques, topic models, and sentiment analysis are used for this study. This study can be used as an important strategic tool for evaluating service quality by identifying important factors for airline customer satisfaction while presenting a framework for identifying each airline's current service level.

• Proceedings of the Korean Society of Precision Engineering Conference
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• 2005.06a
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• pp.127-132
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• 2005

Despite all efforts, many product development projects fail and lead to an introduction of products that do not meet customers' expectations. In general, designers usually relies upon their past experiences of similar products as a source of design knowledge when they work on a new design project. Designers need a set of practical step-by-step tools and methods which ensure a understanding of customers' needs and requirements, as well as a past design experience knowledge. In this paper we propose a design initial value module for an excavator that proposes a key initial design parameter value in an early design stage to improve a design process on Customer Requirements. It makes possible to support designers more effectively, objectively, and easily. Also it can propose better products in terms of a customer satisfaction.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.49-61
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• 2012

Objective: The aim of this study is to offer a holism based Service Experience Analysis System(HSEAS) for service design. Background: Customer experience has been focused in a lot of service area. But it is difficult to understand the customer's needs and their experiences because it's so complex and uncertain. Thus it needs holistic approach that means it's difficult to explain general character merely through the understanding of small parts that composes an object and it must be analyzed within the overall context. Method: Accordingly, the thesis paper proposes the Service Experience Analysis System that satisfies the four following needs. (1) Need of solid Experience Framework in which the special quality of the service experience is considered, (2) need of support for the semantic cohesion between different kinds of data, (3) need of support for the management and search of vast data, and (4) need of building the knowledge base system for collaborative research. Results: HSEAS combines the short information in the customers' words and behaviors or situations and circumstances and provides a place of analysis where the context of the general experience can be read and allows concrete understanding of the actual state and factor of the problem as a Combined Data Analysis Tool. Conclusion: HSEAS becomes the center of information management, analysis and connection and it provides a free collaboration place where physical condition has no relations to as a knowledge base system based on network. Application: It is expected that length and width will be added to the analysis and assistance for effectively accumulating information will be provided in the area of diverse service.

• Archives of design research
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• v.15 no.2
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• pp.233-242
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• 2002

Mass customization is a paradoxical word which has some difficulties in introducing to consumer electronic industry due to its mass production system for economy of scale. On the basis of literature review and case studies, this study suggests the mass customization model and design strategy suitable for consumer electronic industry in the aspect of product design. Mass customization models are divided into manufacturer side customization, deliverer side customization, and customer side customization. And the fast is considered as appropriative to consumer electronic industry. Collecting customer 's needs, modular product design, and adopting basic product platform for derivation by 3rd party manufacturer can be used as design strategy for this model. For realization of the mass customization, further research in the area of the participative design for collecting practical design needs of customer wh o are inexpert to product design is needed.

• Fashion & Textile Research Journal
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• v.15 no.1
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• pp.103-115
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• 2013

This study identifies how the luxury brand marketing mix affects customer equity drivers and suggests intangible equity management strategies so that companies can make long-term profits through luxury brands based on empirical studies of Korean luxury consumers. The results of the study are as follows: First, this study classified the properties that use 8 key factors (product integrity, heritage, exclusivity, premium image, environment and consumption experience, premium price, luxury communication strategy, and brand signature). Second, it shows that product integrity and luxury communication strategy have a positive effect on all customer equity drivers, that brand signature has a positive effect on value equity and brand equity, and that premium price has a negative effect on relation equity. It is important to provide products and services equipped with high quality and luxurious designs based on excellent craftsmanship in order to establish brand equity and value equity. Brand identity needs to be maintained and unique brand signatures need to be developed based on the long history of luxury brands against a traditional backdrop. A diversified communication strategy improves brand recognition while playing a part in facilitating brand association and brand image. In order to improve relationship equity, actions such as a loyalty program to strengthen brand loyalty, need to be taken as well as measures to maintain and enhance customer trust through a reasonable price strategy.

• Journal of the Korea Society of Computer and Information
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• v.14 no.8
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• pp.127-136
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• 2009

Voice of the customer(VOC) is a term used in business and information technology(IT) to describe the process of capturing a customer's requirements in enterprises or various organizations. Recently, in order to satisfy customer's needs, enterprises try to utilize VOC at recurrence prevention of problems and their improvement activities, planning and development of product/service by processing, storing, and analyzing VOC. Until now, VOC management systems are introduced around service industries such as hotel business and insurance/financial business, etc. This paper proposes an integrated management scheme of VOC which are captured by various communication channels and describes a case of implementing an integrated VOC management system on the basis of the proposed scheme for the large-scale manufacturing company. By the implemented system, VOC are stored and utilized as the important knowledge assets of enterprises.