• Journal of Digital Convergence
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• v.15 no.6
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• pp.189-196
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• 2017

This study investigates customer satisfaction with full service carriers (FSC) and low cost carriers (LCC) using social media sentiment evaluation. From 2008 to 2016, a total of 77,591 tweets about two FSC and six LCC were aggregated and classified as per airline choice factors. Sentiment evaluation was employed to assess customer satisfaction by three appraisers. The results showed that customer satisfaction with LCC was significantly higher (p<0.001) compared to FSC. Furthermore, overall customer satisfaction with both FSC and LCC has been facing a consistent downward trend since the last seven years. The results also highlighted low customer satisfaction with respect to booking and flight operation factors, and a steep decline in customer satisfaction across booking, onboard services, and marketing factors for FSC. The results of this study have practical implications for the airline industry, which can use this quantitative data to improve customer satisfaction with FSC and LCC.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.7-18
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• 2020

Purpose: Recently, information on 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' can be obtained through various media such as TV, Internet search, and SNS, and the culture of finding and sharing them has become a trend. Since PZB's SERVQUAL, there have been many studies measuring service quality, leading to hotels, restaurants and coffee shops. These studies of service quality include product quality in the service quality dimension. Hotels, restaurants, and coffee shops are provided with intangible services while customers visit and stay, but 'Delicious Restaurants (Mat-zip)' and 'Famous Bakeries' often stop by to buy products and return home. Therefore, the study on the effect of quality on customer behavior on 'Delicious Restaurants (Mat-zip)' should consider product quality separately. In this study, we want to study how each quality element affects the perceived value and response of customers by separating product quality and service quality. Research design, data, and methodology: This study tested the structural model of how the quality of products and services of famous bakeries affect customers' perceived value and response. As the quality factors, products, tangible services, and employee services were adopted, and perceived values adopted utilitarian and hedonic values, and customer responses adopted customer satisfaction and behavior intention. For this study, 203 survey data with experience using famous bakeries were analyzed using SPSS 22.0 and AMOS 22.0. Result: The research results are as follows. First, product quality positively influenced utilitarian value, hedonic value, and customer satisfaction, tangible service quality positively influenced utilitarian value, and employee service quality positively influenced hedonic value. Second, utilitarian value had a positive effect on behavioral intention, and hedonic value had a positive effect on customer satisfaction. Conclusions: In a famous bakery, it is basic that product quality should be given priority, and for customer satisfaction, employee service quality is half as important. In addition, for Behavior Intension (revisit by the customer), in addition to product quality, the quality of tangible services and employee services should be maintained at a quarter level.

• IE interfaces
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• v.21 no.1
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• pp.18-32
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• 2008

In recent, a general trend is observed towards more customized products and shorter product life cycles in manufacturing companies. In these companies, customers often wish to influence the product they order and to get a variant of product that meets their requirements. This environment is called as a customer-oriented manufacturing companies. This paper presents a procedure of product specification management for customer-oriented manufacturing companies by using product specification framework. This framework is founded on the product specification based product structure which is made of model, specification, function, and part. Also, a product specification management system(PSMS) is implemented by using the proposed product specification framework and is a core system in product data integration system. To illustrate an utilization of the proposed framework and procedure, a case of a ship engine product is applied. As a result, PSMS reduces delivery time and improves customer relationships. Moreover, the case shows that PSMS can be used as a tool for improving inter-department coordination within a company during product life cycle.

• Journal of the Korea Fashion and Costume Design Association
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• v.17 no.4
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• pp.201-217
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• 2015

Instagram, image based visual SNS platform is regarded as one of the most effective marketing channels and the number of users are getting increased. To enhance of our understanding of general current use and customer attitude through Instagram accounts owned by fashion brands depending on user attributes, the present study investigates factors that current status of use, purpose of use, brand attitude, purchase intension, and recommend intension. A survey method was conducted for empirical test. A convenience sample of 100 participants was used for data analysis. SPSS 18.0 was used for statistical analysis. Findings of this study suggest that first, the very purpose of access is to grasp fashion trend, second, a group of the high interest in fashion accesses to Instagram account of fashion brands more often, uses Instagram for information search more than other group and has a positive influence on recommend intension, third, a group of the high frequent access accesses Instagram for purpose of information search more and has a positive influent on values on customer attitude and the last, partial purposes of utilization and benefits sought of Instagram of fashion brands has a positive influence on customer attitude.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.407-412
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• 2013

The design trend of leisure boat has been developed through interrelation of maritime culture and ships. We studied the design trend of leisure boat of several countries with advanced maritime culture and proposed digital design process of electric boat exterior that could reflect sensibilities of Korean customers. The result could be useful to domestic small and medium-scale shipbuilders currently face global financial recession and new challenge to focus on development of eco-friendly leisure ships.

• Proceedings of the Korean Society for Technology of Plasticity Conference
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• 1999.08a
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• pp.3-9
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• 1999

The recent technical trend in hot rolling of steel can be described as process and product technologies which have been progressed with modern mill equipment and computers. Precise gauge and width control can be achieved by up-to-date control methods such as AGC and AWC systems. Roll benders and various shape control systems enabled high quality flatness and crown control. Mills can produce higher tensile materials by new process based on process metallurgy. The use of high speed steel rolls and on line roll grinders make the schedule free rolling easier which results in cost saving. Process itself goes toward continuous and simple flow type which has lower operation. Endless rolling and strip casting are examples of the trend. Materials with higher tensile strength and various functions have been developed in last years to meet the customer's needs and this trend will continue.

• The Journal of Society for e-Business Studies
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• v.8 no.3
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• pp.53-67
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• 2003

The importance of web Mining is highlighted with growth of Electronic Commerce. Web Mining is the important field of subject for studying customer's purchasing trend in Electronic Commerce. This research defined customer's purchasing process as Fuzzy environment in Electronic Commerce. And it suggests new methodology that introduces Fuzzy theory based on current Web Mining methodology

• The Journal of Information Systems
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• v.26 no.4
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• pp.327-353
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• 2017

Purpose Social media such as social network services, online forums, and customer reviews have produced a plethora amount of information online. Yet, the information deluge has created both opportunities and challenges at the same time. This research particularly focuses on the challenges in order to discover and track the service defects over time derived by mining publicly available online customer reviews. Design/methodology/approach Synthesizing the streams of research from text analytics, we apply two stages of methods of sentiment analysis and structural topic model incorporating meta-information buried in review texts into the topics. Findings As a result, our study reveals that the research framework effectively leverages textual information to detect, prioritize, and categorize service defects by considering the moving trend over time. Our approach also highlights several implications theoretically and practically of how methods in computational linguistics can offer enriched insights by leveraging the online medium.

• Journal of the Korean Society of Fashion and Beauty
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• v.5 no.2 s.13
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• pp.23-30
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• 2007

As elderly population has been increasing, our society has to be prepared the social system. Especially female elderly increasing means that market will change and business model should also change. Every women want to be beautiful and looks young and as women get aged, women eager to be younger and beautiful more. The purposes of this study were to find out how was represented in cosmetic market ad and how elderly customers has been changed. In developed society, baby boomer has been increased, and their power of purchase also has been increased in cosmetic market. In our society, cosmetic market has been developing as customer's demand and whitening focused cosmetics has been increasing especially. Elderly skin need more moisture focused cosmetics and for developing the elderly cosmetic market in Korea, we need more research about korean elderly women's social psychological character and customer's character.

• Asia pacific journal of information systems
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• v.11 no.4
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• pp.135-153
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• 2001

Internet business is transforming the current structure and way of shopping behaviors. As a frontier area of internet business, internet shopping mall industry is influenced by this trend. In this shopping situation, shopping objects and information on the object are separated, which makes consumers to decide on the contents and marketing function offered by the shopping mall. This study proposes an integrated model including the influencing factors on customer royalty in Internet shopping environments. Eight hypotheses are proposed based on previous research in Internet marketing and information systems. The results are quite supporting the model and hypotheses. The contents structure, marketing activities, and customer satisfaction in the internet shopping environment influence shopping experience, next purchases and reference to other people. The proposed model and empirical results would contribute to setting up strategy of Internet shopping mall industry, and also to future research in information systems and Internet marketing.