• Journal of Korean Institute of Industrial Engineers
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• v.31 no.1
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• pp.56-67
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• 2005

The Processes of a new product design based on ergonomics and customer satisfaction have been studied for years. However, few attempts have been made to systematically include ergonomic design concept to communication service design. Service design can be regarded as a specific type of product design in a way that the processes of product design can also be employed to those of service design. However, a few difficulties may often arise in doing so. First, services have no explicit tangible features, which implies that a customer may not properly appraise contents, quality and functionality of newly designed services with a prototype before launching into market. Second, customer demands on services change more rapidly according to advances in related technology. In the study, we examined earlier studies of product design process and identified that a service design process must alos conform ergonomic methodology, extracting innovative values for creativitybased design and subsequently evaluate its level of customer satisfaction. In this study, we proposed a customer-centered ergonomic design process for communication services. This process includes a hierarchical structure of service requirement identification, customer-centered trend analysis, service scenario development and service evaluation. To prove the practicality of the design process, a case study of communication service design was conducted according to the procedure that follows.

• Korean Institute of Interior Design Journal
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• no.34
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• pp.157-164
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• 2002

Online business these days prone to approach their costumers with improved module and various interface via Internet. This is more than just an act of providing enhancement, but a mean of finding out the customer's demand by enlarging their selection. This, however, is related to the bits per second of supplemental service network.For example, supplemental services that were not possible in the 56K modem era are now possible due to the information super highway network. To grope for new means of approaching, the best way will be by developing media that will collect customer's demands. Until now, customer's demands were evaluated by miniatures of apartment building, model houses or rendered images produced by 3D graphic softwares and pictures. Analyses were not available until evaluation were produced.Nowadays, utilizing the advanced Internet interface tools and various new media, customers are sought before the construction thus various studies to full fill the customer's demands are in process. This study is on development of a virtual module utilizing activated web environment. Analysis modules repeating the changes in customers are expected to deliver us a new trend.

• Journal of Korean Institute of Industrial Engineers
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• v.34 no.1
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• pp.66-78
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• 2008

In the past, Manufacturers used to determine the quality of products, but the trend of today's market becomesmore into customer-driven. As a result, demands from customers are becoming more diverse and complicated,and most companies are obligated to meet their needs. As one of the effort to achieve their satisfaction,companies are now emphasizing activities to find out what customers specifically want and extract voice ofcustomer(VOC). This study attempts to develop an ergonomic product development process as a method tomaximally reflect the VOC. In order to meet this goal, ergonomic design guidelines, which are possible to beclassified according that user's human characteristics, will be recommended. Even now, there are numerousdesign guidelines already existing in the ergonomics literature. However, it is not realistically feasible to reviewall of those guidelines, and some of them are even conflicting with each other. Therefore, in this paper, theproduct development process, which prioritizes the human characteristics that reflect customer needs and appliesthe design guidelines that meet the most important ones, will be suggested. Finally, the research was described toshow the validity of the product development process through an example of a mobile phone development case.

• Journal of the Korea Society of Computer and Information
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• v.8 no.1
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• pp.76-83
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• 2003

CRM technology, which increase the benefit with the improvement of customer loyalty, has been one of the important strategies of industry. At the same time it is essential to evaluate the CRM characteristics to activate the CRM technology in the educational sites. So in this study, CRM technology concept and Web-site evaluation trend is mentioned ahead. By using Web-site CRM, that is one of the latest quantitative global evaluation method, CRM characteristics evaluation model is designed. So CRM service contents of currently operational academic sites are compared and analyzed. And through students'point of view CRM characteristics evaluation base and quantitative model is proposed to improve customer loyalty and customer satisfaction. Computed results of proposed CRM evaluation model for the educational site is included partially.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2006.05a
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• pp.1039-1042
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• 2006

Because many corporations computerize process figure enemy who is introducing eCRM fast and are used mainly at past by purpose to detect and analyze and forecast systematic analysis of customer information and various pattern of customer recently, ordinary peoples are trend that is alternated gradually by data mining that can drawand forecast result of good quality easily. Field that this data mining is used representatively is eCRM. In this treatise customer data of A discount store and sale data of 1 years experimenting that forecast customer contribution to base next year through data mining actuality data and data mining through comparison with predicted data are how effective to eCRM prove.

• Journal of Distribution Science
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• v.19 no.2
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• pp.15-24
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• 2021

Purpose: The research is to find out the perception of consumers for the convenience store (c - store) image in an emerging market, with a sample from Ho Chi Minh City. Research design, data, and methodology: Data were collected using a 24 - item structured questionnaire into six factors, namely: store atmospheric, merchandise, supplementary service, customer convenience, sales personnel, promotion. Five hundred consumers shopped at the different c - stores were collected for a multidimensional scaling technique that creates a perceptual map illustrating of c - store image. Results: The results point out that consumers' perception of a different c - store is different. The trend of c- stores are focusing on the dimensions of the function aspect. The customers also put their attention on the psychological dimension, which, in this case, is customer convenience with a sharp point. Almost all stores are bad on store atmospheric in customer- based. Conclusions: The modern retail store chains need to focus on elements to create a store image positioning and improve the perceptions of the consumers towards the store. Besides, customers not only visit the stores, not due to its convenient location, mass media or shopping experience, but also a strong identity for the store's brand image.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.145-150
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• 2021

The trend of globalization leads an increased need for international freight transportation and accelerates the development of the international logistics industry. The objective of this paper is to identify the critical factors that affect the choice of logistics service provider (LSP). The data sample was collected through a questionnaire, responded by 218 companies that outsource logistics services. The analysis uses descriptive statistics; exploratory factor analysis (EFA) and regression analysis were conducted with SPSS. The role of capabilities, customer service, and company reputation were evaluated and tested. Our findings show that capabilities and customer service have a considerable impact on the choice of LSP. The findings also indicate that company reputation do not have significant impact on the choice of LSP. They also showed that the capabilities is the variable that has the most significant effect on the choice of LSP. An implication of this study is that the competition should not only focus on pricing, but should be extended to improving enterprises capabilities, i.e., upgrading human resources, modernizing the modes of transportation, expanding business geographically and developing new technologies. Our study provides LSP managers with insights into how to meet customer expectations in the competitive logistics service sector.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.3
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• pp.337-352
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• 2015

This study selected a case study method conforming to qualitative research in order to analyzed how each type of fashion enterprises uses SNS in-side of fashion marketing based on content the researcher monitored and selected from the Facebook website for each enterprise. The standard to select fashion brands in this study is a graded list made based on ranking 5 analysis sites on social media (Socialbakers, socialDigm, Pulse K, BigFoot9, L2). The researcher sorted and then analyzed 2 brands that have many fan joiners and followers among fashion brands that were ranked top of the graded list, work in Facebook animatedly, and had representativeness in each type (SPA, Sports Brands). The study was conducted from January 2013 to March 2013, and the index of Facebook consisted of 3 kinds of elements (comment, like, and share). Each numerical value was counted to decide the monthly ranking. Content analysis was divided into public relations about brand, public relations about products, and customer participation and activities; consequently, the researcher investigated which content was post conforming to the ranking. The study analyzed the analysis results of each brand derived through the method of study compared to other brands. The results are as follows. In case of SPA brands, the category accounting for high rank in index analysis are public relation events to attract customer attention and products and offering information. The results of the monthly trend about whole post category were also similarly analyzed so the promotion goal that the brand wants to seek in priority coincides with the customer compliance rate. Next, in the case of sports brand, public relations for products offering information, event for arousing customer concern, and participation activities accounted for a high rank in the index analysis and posted the most in the analysis of the monthly trend for whole post category. The researcher came to understand that the direction of content for brands shown through Facebook coincides with customer sympathy.

• The Korean Journal of Franchise Management
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• v.8 no.3
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• pp.17-27
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• 2017

Purpose - In align with the increasing competition in both online and offline franchise markets caused by the increasing impact of social networking service, entrepreneurial passion(EP) of the franchise owners has crucial impact on the stakeholders. This study proposed the customer among stakeholders has the critical influence firm's success and examined the structural relationship between entrepreneurial passion(EP) and trust, identification, and loyalty from the customer's perspective. Research design, data, and methodology - This study examines the structural relationship between entrepreneurial passion(EP), trust, identification, and loyalty from the customer's perspective. More specifically, the EP were measured using three sub-dimensions such as EP-inventing(Perceived passion for inventing), EP-founding(Perceived passion for foundting), and EP-developing(Perceived passion for developing). In order to verify the research purposes, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. Each item was measured on a 7 point Likert-scale anchored by '1 = strongly disagree, 7 = strongly agree'. The data were collected from 449 franchise consumers through online survey and were analyzed using SPSS 21.0 and Smart PLS 3.0. statistical program. Result - The results of this study are as follows. First, EP-inventing and EP-developing have significant impacts on corporate trust. Second, EP-founding does not have significant impact on corporate trust. Third, EP-inventing and EP-founding have significant impacts on consumer identification. Fourth, EP-developing does not have impact on identification directly, but does indirectly through corporate trust as a mediator. Fifth, corporate trust and identification have significant impacts on loyalty. Conclusions - This indicates that the foodservice franchise CEOs should continuously develop new menus and service to fulfill customer needs. EP-inventing of the food franchise CEOs may enhance customer trust for higher quality of product or service, and EP-developing can also be a driving force for customer trust as it embeds belief in customers that the franchise is sustainably developing. Also, food franchise CEOs should first clarify the support process for the existing brands before developing new ones. Customers tend to lead the trend by using brands that satisfy new trends in the foodservice franchise market, and it could have identification with the trend-setting franchise. Customers do not accept if a company is different from their personal image or norms. So the franchise CEOs must create identification with customers by building corporate trust. Corporate trust influences consumer behavior and emotion, thus the franchises need to secure trust by improving product or service continuously.

• International Commerce and Information Review
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• v.9 no.2
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• pp.41-64
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• 2007

A life insurance industry's market is reaching a state of saturation recently, and the competition is as time goes by intense among the non-life insurance industry. Consequently, the insurance companies must grope a new source of revenue and develop a new business model for a stability growth. At the forked road, the insurance companies must group the existing and new customers in order to find the royal customers, and develop a new service with them. Accordingly, it is the time to study the advance of PB field and the royal customer management that will maintain and expand the new relations with them. Besides, the PB was the service to begin in needs of the specific group, but now it is regarded as a new source of high profit in the age of universal financial service among the financial circles. As a consequence, the PB marketing is introduced in haste, and such trend seems to be continued. Therefore, the plans that help the domestic insurance company reflect the characteristic of the insurance and expand the scope of business into the scope of property management according to the needs of customers under a universal financial service trend will be studied.