• Asia Marketing Journal
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• 제18권2호
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• pp.1-23
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• 2016

People receive support from others to solve problems that are difficult to solve on their own. During service encounters, customers also receive help from other customers. Inter-customer helping is a type of Customer Citizenship Behavior (CCB), which has become more prevalent with increased use of self-service technologies (SSTs). However, not all helps are created equal. The current research investigates the effects of the two types of help, autonomy- and dependency-oriented help during service encounters. Autonomy-oriented help refers to a partial hint to the problem, whereas dependency-oriented help refers to the full solution to the problem. Through experimental studies, we provide evidence that depending on the types of help received during service encounters, customers show different levels of satisfaction toward the firm. The results from Studies 1A and 1B show that autonomy- (vs. dependency-) oriented help leads to higher customer satisfaction. In addition, the current research demonstrates the mechanism for such effect. The results from Study 2 show that the relationship between the types of help and customer satisfaction is mediated by instrumentality and anxiety, which represent cognitive and affective paths respectively.

• 한국콘텐츠학회논문지
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• 제10권11호
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• pp.30-37
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• 2010

특정 제품이나 서비스에 대한 네티즌의 의견들은 고객뿐만 아니라 기업 입장에서도 마케팅이나 경영전략을 수립하기 위한 중요한 자료가 될 수 있기 때문에 온라인 고객리뷰를 분석하는 것은 매우 중요하다. 본 논문에서는 온라인 고객리뷰를 분석하기 위한 도구인 종속성 네트워크 모델을 제안하였고 종속성네트워크 모델을 기반으로 한 분석시스템을 설계하고 개발하였다. 종속성 네트워크모델은 고객리뷰 내의 주관적 문장과 객관적 문장을 분석대상으로 하며, 명사들 사이의 상대적 중요성과 연관성을 나타낼 수 있다. 시스템구현 결과, 종속성네트워크 모델은 오피니언마이닝 기술에 의하여 도출할 수 없는 새로운 정보 즉, 추출된 특징들 사이의 상대적 중요성 및 연관관계 등을 추출할 수 있음을 알 수 있었다.

• Asia pacific journal of information systems
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• 제21권1호
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• pp.1-27
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• 2011

In an attempt to cope with widespread, dynamic, and accelerating changes in both internal and external business environments, companies often utilize information technologies such as SCM(Supply Chain Management). To date, SCM research has mainly focused on the effects of dynamic factors on SCM success and emphasized adoption strategies and critical success factors. Consequently, the effects of more static factors such as interdependency between SCM partners have been largely ignored. The purpose of this study, therefore, is to examine the effects of both dynamic and static factors on SCM performance by controlling for information quality and partnership quality. The five factors examined in this study include innovative ness, mutual dependency, quality of information, partnership quality, and SCM performance. All factors were examined from the perspective of part suppliers, except the mutual dependency which was examined from two aspects: supplier's dependency on customer and customer's dependency on supplier. Data was collected through five hundred survey questionnaires distributed to the part supplier companies that have implemented SCM systems for at least one year. As a result, a total of 170 valid responses were obtained. A structural equation research model was fitted using SAS 9.1.3 and SMART-PLS 2.0. The results of this study can be summarized as follows. First, innovativeness positively affected SCM information quality. SCM partnership quality, and ultimately SCM performance. The path coefficient between innovativeness and information quality was 0.387, with a t-value of 3.528. Innovativeness also had a positively direct effect on partnership quality. The path coefficient was 0.351 with a t-value of 3.366. The total effect of innovativeness on partnership quality was significant, although its indirect effect on partnership quality by altering information quality was negligible. The total indirect effect of innovativeness on SCM performance by affecting information quality and partnership quality was significant with a p-value of 0.014. Innovativeness played an important role in determining SCM performance. Second, mutual dependency showed no significant effect on SCM information quality. This result contradicts the earlier assertion that the more dependent two companies are, the more accurate and timely the information they exchange ought to be. This study showed that this may not be the case; a partner may provide information of poor quality even when it is strongly dependent on the other. Mutual dependency showed significant effect on partnership quality. However, when the mutual dependency perceived by suppliers was divided into two parts, one being a supplier's dependency on its customer company and the other being a customer's dependency on the supplier, the latter showed a significant impact on the perceived SCM partnership quality. This result indicates that a customer company can hardly improve the partnership quality perceived by suppliers by making them more dependent. It improves only when the suppliers perceive that their partners, typically having more bargaining power, are more dependent on them. The overall effect of mutual dependency of any kind on SCM performance, however, was not significant. Although mutual dependency has been mentioned as an important static factor influencing almost every aspect of cooperation on a supply chain, its influences may not be as significant as it was initially perceived to be. Third, the correlation between information quality and partnership quality was 0.448 with a p-value of less than 0.001. Information quality had a path coefficient of 0.256 to partnership quality with a t-value of 2.940. The quality of information exchanged between partners may have an impact on their partnership quality. Fourth, information quality also had a significant impact on SCM performance with a path coefficient of 0.325 with a t-value of 3.611. In this study, SCM performance was divided into four categories: product quality, cost saving, service quality, and order fulfillment. Information quality has Significant impacts on product quality, cost saving and service quality, but not on order fulfillment. Fifth, partnership quality, as expected, had a significant impact on SCM performance. The path coefficient was 0.403 with a t-value of 3.539. Partnership quality, like information quality, had positive impacts on product quality, cost saving and service quality, but showed no impact on order fulfillment. It seemed that order fulfillment is the hardest category of performance that SCM can satisfy. One major limitation of this study is that it surveyed only the suppliers. To better understand the dual aspects of SCM, it is important to survey both suppliers and the assemblers, especially in pairs. This research, to our best knowledge, was the first attempt to study the level of dependency between the two groups by measuring the dual aspects of SCM and studying mutual dependency from the categories of suppliers and assemblers each.. In the future, a more comprehensive and precise measurement of SCM characteristics needs to be achieved by examining from both the supplier's and assembler's perspectives.

• 경영과학
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• 제27권2호
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• pp.67-79
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• 2010

When airlines sell the same seats on an air flight at different fares, demand for a fare class depends on demand for other fare classes due to demand dependency. Demand dependencies occur when customers will buy other fare class tickets if the originally requested fare were unavailable, or when customers postpone their purchase decisions in anticipation of reopening of the lower fare in the next period. Demand dependency as a result customer buying behavior has a considerable profit implication, which was ignored in many earlier studies. We investigate the impact of demand dependency on the optimal booking limits and the expected revenues under a single-period and a two-period setting. We show how to find optimal booking limits of the problem and provide numerical examples to illustrate the impact.

• 한국관광식음료학회지:관광식음료경영연구
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• 제8권
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• pp.179-195
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• 1997

Today's hotel cannot be defined merely as a place of providing food and lodgin. It must be a high level cultural ground serving as a place of rest for the people and as a place of art, culture and communication for the local community. Although each hotel has its own distinctiveness it must share a unified services and product sales strategies with one another in order to raise each other's sales values. The service is evaluated on the basis of the customer's own living standard and social class. There ought to be variety of personal and material services taking the sophistication and complexity of the customer's needs into onsideration. More effective marketing strategy is called for upon knowing such sales strategy and service marketing of the hotel management. Hotel's food marketing must take into consideration the product's simulaneous and vanishing qualities, its dependency upon ordering and its relationship to human services industries. Methods of increasing profit and customer satisfaction management need to be made. Especially the changes in the customer's tourist mind set and eat-out behavior play as important variabls, and the management needs to be reflexive enough to respond quickly to those changes.

• 동아시아식생활학회지
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• 제20권3호
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• pp.389-395
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• 2010

This research was focused on observing the effect of Makgeolli's selection attributes on customer satisfaction, recommendation intention, and repurchase intention. The purpose of this study was to examine to present a marketing-related suggestion by finding the components that needs to be discussed in order to satisfy the customer and lead to positive word of mouth and repurchasing in the perspective of a corporation. The evidence to achieve the research purpose can be summarized as below. To begin with, the causes of Makgeolli's selection attributes were classified into 9 types, which are design and ad image, expertise and tradition, drinking experience and in harmony with food, taste and freshness, materials and origin, brand image, flavor and color, alcoholic and nutrition, and finally price and recommendation. And it showed up that the average importance of the taste and freshness is the highest. Moreover, the study on the Makgeolli's state of being potable showed up that the drinking number was no more than once a month, and one drink was almost all less than a bottle. The drinking place was usually tavern, and word of mouth was the most often used information medium that contacted Makgeolli. The potential of the Makgeolli's globalization is 80.6% which added positive and very positive, that enables us to infer that the Makgeolli's global dependency is very high. Third, from the 9 types of classification mentioned before, taste and freshness, and price and recommendation were proved to be influential in satisfaction, and recommendation is affecting the repurchase intention and the recommendation intention.

• 산업경영시스템학회지
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• 제25권2호
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• pp.84-91
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• 2002

The progress of information technology triggered the rapid progress of tourism industry and the industry has now grown to be the biggest and the highest value added producing industry. Tourism industry is characterized by its high information dependency and is subject to the frequent changes of schedule. Therefore, dynamic cooperations between the service provider and the service agent is essential. One of the latest trend in information technology is the popular adoption of XML as the standard means of document exchange in the internet environment. This paper proposes a supply chain management system which enhances the productivity and customer satisfaction in the tourism industry by exploiting the exchange of information in XML among the tourism society, which consists of the producer, the agents, and the consumer. This Paper is especially addressed to the applicability of e-SCM for the productivity enhancement in the tourism industry, which is known as the leading service industry in the internet environment.

• 디지털콘텐츠학회 논문지
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• 제15권6호
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• pp.683-699
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• 2014

본 연구는 국내 중소기업을 대상으로 인터넷마케팅의 전략적 고려와 도입의도 형성에 관여하는 요인을 파악하기 위한 목적으로 진행되었다. 혁신확산이론과 선행연구에 대한 이론적 고찰을 통하여 변수의 선정을 거쳤으며, 각 변수의 영향력을 확인하기 위한 목적으로 실증적 분석을 실시하였다. 설문조사를 통해 최종적으로 135개 기업들의 자료가 확보되었고 이들 자료들이 실증분석에 사용되었다. 실증분석 결과 경쟁강도, 거래처의존도, 인터넷마케팅 지식수준, 인터넷마케팅 경험수준은 두 개의 종속변수인 인터넷마케팅 전략적 고려 및 도입의도에 모두 유의한 영향을 미쳤으며, 학습몰입은 인터넷마케팅 전략적 고려에만 부의 영향력을, 환경동태성은 인터넷마케팅 도입의도에만 부의 유의한 영향을 미치는 것이 확인되었다. 실증분석을 종합적으로 본 결과 현재의 중소기업들은 치열한 경쟁을 완화할 수 있는 수단으로 인터넷마케팅 도입을 고려하며, 인터넷마케팅의 지식이나 경험 수준 등이 중요한 영향요인으로 나타남으로서 사전적으로 그런 지식과 경험을 가진 기업들이 그 효과성에 대한 인식이나 접근성이 더 높은 것으로 해석된다. 인터넷마케팅 지식과 경험 수준이 모든 종속변수에 매우 유의한 관련성을 보이는 것으로 나타나서 사후적으로 세부적인 인터넷마케팅 각 수단들의 지식이나 경험 수준과 종속변수들간의 관련성을 상관분석에 의해 더 심도있게 분석하고 그에 따른 결과들도 논의하였다. 본 연구는 종합적으로 인터넷마케팅 도입에 영향을 주는 변수들을 파악하고자 하였다는 점에서 가장 기본적인 의의가 있으며, 좀 더 실무적으로 의미 있는 연구방법 등을 통해 시사점을 얻고자 하였다는 점에서 의미를 찾을 수 있었다.

• 한국조리학회지
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• 제15권4호
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• pp.273-285
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• 2009

서비스 과정과 결과 실패를 통한 회복 공정성이 고객-브랜드 관계의 질에 어떠한 영향을 미치는가를 연구하고자 선행 연구를 기초로 새로운 연구모형을 설계하여 연구가설을 도출하였다. 가설 검증을 위하여 외식업체의 서비스 실패를 경험한 고객을 대상으로 예비설문조사를 통하여 수정보완한 후 본 조사를 실시하였으며, 2009년 한국외식정보(주)의 자료를 근거로 한식 프랜차이즈 업체 부문 매출액 기준 5위권 내의 브랜드를 선정하였다. 조사대상자는 최근 6개월간 서비스 실패를 경험한 수도권의 일반인을 대상으로 500부의 설문지를 배포하여 391부의 설문지가 분석에 사용되었으며, 본 연구에서 사용된 분석방법은 SPSS for WIN 12.0 프로그램을 활용하여 기술통계 분석, 신뢰도분석, 탐색적 요인분석과 회귀분석을 실시하였다. 분석결과, 서비스의 과정 실패인 서비스 부족 요인에서는 절차적 공정성과 분배적 공정성에 영향을 미친다는 것을 확인하였다. 결과 실패인 위생 부족 요인은 절차적 공정성과 분배적 공정성에 영향을 미친다는 것을 확인하였으며, 제품요인은 분배적 공정성에 영향을 미친다는 것을 확인하였다. 회복 공정성과 고객-브랜드 관계의 질의 영향관계에서는 절차적 공정성과 분배적 공정성이 상호의존에 영향을 미친다는 것과 절차적 공정성이 친밀감에 영향을 미친다는 것을 확인하였다.

• 정보처리학회논문지D
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• 제15D권6호
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• pp.841-856
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• 2008

요구사항에 대한 우선순위는 릴리즈 플랜을 위한 핵심적 활동이기 때문에 요구공학에서 특히, 오픈 시장(Open Market)을 고객으로 하는 시장 주도형 제품개발에 있어서 중요하다. 또한, 요구사항 우선순위는 주어진 요구사항 간의 상호의존 관계를 바탕으로 프로세스 모델, 제품 종류 및 우선순위 프로세스에 대한 경험 등을 사전에 고려하여 우선순위화를 위한 방법과 관점 등을 선택하는 활동이 중요하다. 그러나, 기존 연구들은 요구사항간의 상호의존 관계를 정적 관계만 고려하였고, 고려된 관점들이 비용/가치 등으로 한정적이고 체계적인 우선순위 프로세스를 제공치 못하고 있다. 따라서 본 논문에서는 우선순위화를 위한 모델을 설계하고 개발 제품의 목표와 조직에 적합하도록 우선순위 방법과 관점 등을 선택할 수 있는 적응적 요구사항 우선순위 기법 및 프로세스를 제안한다. 특히, 요구사항간의 정적/동적 상호의존 관계 유형을 정의하고, 다양한 관점에 의한 우선순위화를 통해 릴리즈 플랜의 완성도를 높였다. 이로써 상호의존 관계 및 다양한 관점을 고려한 우선순위 모델기반의 체계적인 우선순위 프로세스를 정립하여 유연하고 충족스러운 우선순위화와 릴리즈 플랜을 통하여 합리적으로 의사결정을 도모할 수 있다.