• Journal of Applied Reliability
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• v.13 no.3
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• pp.153-163
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• 2013

QFD(Quality Function Deployment) is a very important tool to improve market share by reducing the gap between the voice of customer and the product's performance. But QFD is not a problem solving tool, although it is very useful in identifying what has to be solved or improved in order to meet the customer's desires. TRIZ has proved to be a very strong tool to solve the difficult problems that requires inventive thinking. QFD integrated with TRIZ becomes hot research recently. But merely linking between HOQ(House of Quality) in QFD and the contradiction matrix in TRIZ can not provide designers with a concrete method to solve the technical problem in the design process. Practically, the contradiction matrix and 40 inventive principles are not helpful for solving the technical problem. To solve the technical problem using TRIZ, a search for the tool and the object involved in the problem is made, from which the wanted result should be derived. A practical method to integrate QFD and TRIZ is proposed in this paper.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2001.01a
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• pp.464-469
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• 2001

CRM(Customer Relationship Management : CRM) is an advanced marketing supporting system which analyze customers\` transaction data and classify or target customer groups to effectively increase market share and profit. Many engines were developed to implements the function and those for classification and clustering are considered core ones. In this study, an improved clustering method based on SOM(Self-Organizing Maps : SOM) is proposed. The proposed clustering method finds the optimal number of clusters so that the effectiveness of clustering is increased. It considers all the data types existing in CRM data warehouses. In particular, and adaptive algorithm where the concepts of degeneration and fusion are applied to find optimal number of clusters. The feasibility and efficiency of the proposed method are demonstrated through simulation with simplified data of customers.

• Journal of Korean Society for Quality Management
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• v.38 no.3
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• pp.340-353
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• 2010

Properly designed and well-executed services enable e-commerce companies to capture the unique needs and preferences of customers, help them build customer loyalty, and thereby, strengthen their competitiveness in the marketplace. An object of this study is the new open-market company and it has only 3 percent of the market share. Therefore, it is needed to raise the market share by improving the service qualities. This article presents a six sigma project for service quality improvement in the open-market company. This study was carried out based on five steps of DMAIC which is six sigma technique. First, a defect rate was defined as unsatisfaction rate. In addition, 50-people data was analyzed and it was shown that the defect level was 2.5 sigma level. In this study, in order to raise the sigma level, novel eight action items were determined based on SIPOC, FDPM, cause and effect diagram, matrix chart, Pareto chart and statistical analysis.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.8
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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.

• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.139-151
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• 2011

Among recent management innovation activities of companies, one of the most important competitive advantage through customer satisfaction, and to which members of the organization's service orientation is essential. The company's service orientation is closely related to the organization's culture. In this study, the organization's service-oriented culture, the internal service quality, job satisfaction and organizational commitment, and ultimately affects the employee's influence on customer orientation will look at that. Results and implications of this study can be summarized as follows. the internal service quality among the factors tangibles, assurance, empathy, job satisfaction showed a significant influence on the type of empathy and emotional commitment castle had a significant impact on. With these results, relationships with colleagues within the organization, such as work environment and job satisfaction and emotional commitment, the atmosphere is very important to know that you can affect. Therefore, the members of the company to increase job satisfaction and organizational commitment, corporate culture, business as well as collaboration with colleagues to share the emotional atmosphere of sympathy for the business environment will get improved.

• International Commerce and Information Review
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• v.18 no.3
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• pp.227-248
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• 2016

World aviation market has been expanded every year caused by improvement of economic level quality of individual life, increase of the development of tourist industry. Aviation companies have compete to develpe the service program for the maintaining of sustainable choice by customer and develop the market share. This study aims to suggest customer service strategy which is based on the relations between satisfaction by providing a differentiated service quality. This paper is focusing on the investigation with the mediating role of commitments on customer satisfaction in Aviation company. For this purpose, we do literature reviews, develop research model and conduct an empirical research. The literature review covers theoretical discussion on customer satisfaction and core variables for hypothesis setting. This analysis shows the airline service factors have a positive effect on the customers' satisfaction and re-choice intention. And it is necessary to improve airlines' systematic management and strategic development on airline service factors for better airlines' customer service.

• Asia Marketing Journal
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• v.17 no.1
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• pp.55-67
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• 2015

Despite the well-known predictive power of Dirichlet model on customer loyalty, deviations of share of category requirement (SCR) predicted by Dirichlet model from actual SCR have been repeatedly reported. It has been shown that these deviations can be systematically explained by some factors such as brand's market share, product positioning strategy, purchase volume and retail marketing mix strategies. Presuming that brand equity would be additional sources of these deviations, current study assesses the incremental predictive power of brand equity by using over 4,000 brand-level observations for the consumer packaged goods industry in the U.S. Our model estimations indicate that brands that exhibit higher brand equity enjoy excess loyalty, with the primary driver being volume premium, rather than price premium. Overall, our findings support the notion that idiosyncratic brand properties can explain excess behavioral loyalty, a notion that is in stark contrast with the Dirichlet view of the world: brand equity does not exist.

• The Journal of Information Systems
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• v.29 no.2
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• pp.71-94
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• 2020

Purpose With the development of Social Network Service(SNS) and mobile devices, many companies have been using the Facebook as a Word-of-Mouth(WOM) channel. This study examines the effects of psychological distance and message type on WOM using the Facebook's real messages. And the moderating effect of the message type on the relationship between psychological distance and WOM was also analyzed. Design/methodology/approach A content analysis was used as a research method. A total 7,483 messages were collected from 50 companies' Facebook Fanpage (based on the ranking of socialbakers.com) and content analysis was conducted using human coding. As the influencing variables, the message type and psychological distance and the number of 'Likes', 'Share', and 'Comment' were used as the dependent variable. The R3.4.4 was used to perform descriptive statistics, cross-tab analysis, and analysis of variance(ANOVA). Findings First, a larger proportion of Facebook messages have close psychological distance for all message types(information, advertisement, event, and customer relationship). Second, 'Like' and 'Comment' number were significantly higher in messages of close psychological distance. Third, the effects of psychological distance on 'Like', 'Share', and 'Comment' number were different according to message type. However, 'advertisement' message type had significantly more numbers for all WOMs('Like', 'Share', and 'Comment') in messages with close psychological distance.

• Asia pacific journal of information systems
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• v.30 no.3
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• pp.513-531
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• 2020

Online Word-of-Mouth communication, or eWOM, has dramatically changed the way people network, interact, and share knowledge. Studies have examined why consumers choose to share knowledge online, especially online product reviews, as well as the motivations of individuals to share product ideas online. However, the role of gender in shaping the motivation and types of knowledge shared online has been given little consideration. Using concepts from Social Exchange Theory and the Theory of Reasoned Action, we address this research gap by developing and testing a model of gender's influence on knowledge sharing in a social media context. A PLS analysis of survey data from 257 students indicates that reputation, altruism, and subjective norms are key motivators for knowledge sharing intention in social media. More importantly, that gender plays a moderating role within the motivation-knowledge sharing relationship. We also find that subjective norms have a greater impact on knowledge sharing with women than with men. Collectively, our research results highlight individualized factors for improving customer participation in external facing social media for marketing and product innovation.

• Knowledge Management Research
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• v.22 no.3
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• pp.55-73
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• 2021

The sharing economy is considered as a collaborative consumption which enables customers to share unused resources. This study investigated the key factors affecting consumer loyalty in the context of sharing accommodation. Emotions, perceived value and self-image consistency were posited as key antecedents of enhancing customer loyalty. Authentic experience, home amenities, and price fairness were also considered as Airbnb's selection attributes. Airbnb was selected a survey target because it is the largest company in the domain of shared accommodation market. The research model was analyzed for 294 Airbnb customer through structural equation models. Additionally, this paper examine Airbnb customers' experiences by topic modelling method posted on the Naver blog. Based on the understanding of the key factors affecting customer loyalty to sharing accommodation, the analysis results contribute to establish effective marketing and operation strategies by enhancing customer experience.