• 유통과학연구
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• 제13권11호
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• pp.79-92
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• 2015

Purpose - The aim of this study is to develop an empirical model of the effects of traditional market service quality factors on customer value, relationship quality, and behavior. The specific objectives of the study are as follows: 1) to classify study objects into cultural tourism markets and non-cultural tourism markets as well as to verify the differences in service quality among the two markets and, 2) to present practical service marketing methods that fit with the characteristics of the traditional markets by amending the five quality evaluation items of SERVQUAL (a multiple-item scale for measuring service quality)to suit the characteristics of the traditional markets and establish the relationship among customer value, relationship quality, and behavior intention. Research design, data, and methodology - The study methods of empirical investigation are as follows. First, this study selected for a study object the Suwon Paldalmun Gate Market to represent the cultural tourism market, and general traditional markets to represent the non-cultural tourism market. This study also conducted personal interviews in order to increase the response rate and collected a total of 418 responses between March 18, 2014 and April 05, 2014. The total of 418 responses used for this study excluded 14 responses that had either misleading information or missing values. Results - This study verified the perceived differences of service quality based on traditional market specialization through an independent sample t-test. It appeared that the perceived service quality of the cultural tourism market was generally higher than that of the non-cultural tourism market. This study executed a path analysis in order to examine the effects of service quality factors on customer value, relationship quality, and behavior intention. This study also comprehensively analyzed the specialized market and non-specialized market separately. Although there were some differences among the results, the overall results were uniform. It appeared that convenience, reliability, and empathy, among the service quality factors, exerted meaningful effects on customer value. On the other hand, convenience, reliability, responsiveness, and empathy, excluding the tangibles, exerted meaningful effects on the relationship quality. In addition, it appeared that all service quality factors exerted meaningful effects on the customer value, relationship quality, and behavior intention. Therefore, the study verified that all of the hypotheses formulated in the study were generally adopted. Conclusions - The implication of this study may be classified into academic and practical implication as follows. With respect to the academic implication, it seems that this study is among the early studies to verify the differences between the cultural tourism market and the non-cultural tourism market. The practical implication of this study is that the perceived service quality, such as convenience, reliability, responsiveness, and tangibles, excluding empathy, was higher in the cultural tourism market than in the non-cultural tourism market. This means that customer satisfaction is enhanced by governmental aid such as hardware, software, and information and communications technology.

• 서비스연구
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• 제10권1호
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• pp.97-107
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• 2020

본 연구는 서비스에서 서비스스케이프에 대한 고객수용이 고객만족에 미치는 영향을 테마파크를 중심으로 실증하기 위한 것이다. 특히 서비스스케이프에 대해 고객이 인지하는 유용성 및 이용상의 편리함의 정도는 서비스에 대한 공동창조 활동과 공유 가치의 창출 과정을 거쳐서 궁극적으로는 고객만족에 영향을 미치게 된다. 이러한 구조적 영향 관계를 실증하기 위해서 서비스 경영을 수강하는 대학 학부 및 대학원 학생 총 247명을 대상으로 설문을 통해 분석한 결과, 서비스스케이프에 대한 고객의 수용이, 서비스의 공동창조 활동에 영향을 미치며 공유 가치를 창출하여 비로소 만족도 제고에 기여하게 된다. 본 연구에서 도출된 결과를 세부적으로 살펴보면 서비스스케이프에서 테마파크 직원들의 복장이나 및 상징물 등 유용성을 고려해야 하며, 시설 자체의 편의성 등이 중요하므로 서비스스케이프에 대한 지속적 관리 및 투자가 필요하다. 그리고 현장에 실시간적 정보의 표출 등으로 고객이 서비스 활용함에 불편이 없어야 하고 공유가치 창출을 통해서 고객만족도를 높일 수 있음을 밝혀주고 있다. 본 연구는 대규모의 현장이 존재하고 다수 고객의 분포가 실시간적으로 변화하는 특성을 갖는 테마파크를 중심으로 실증되었기 때문에 다른 서비스에 적용하는데 제약이 있으며, 다양한 분야에 적용하기 위해서는 많은 전문역량이 투입되고 재해석되어야 한다.

• International Journal of Human Ecology
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• 제15권1호
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• pp.51-63
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• 2014

Services for self-designing, or adaptive customization services, have become dominant in virtual marketplaces and are believed to create additional values both for the company as well as for the customer. While most research focused on the value from the services' outputs, this research attempts to address the customer-perceived value deriving from the process of the services, and focuses on the self-fulfillment effect of the involved mental processing. An online survey was administered with 313 U.S. shoppers. In the results, participants using adaptive customization services reported higher self-fulfillment perceptions, than did those not using the services. Furthermore, both the self-fulfillment perceptions (i.e., autonomy and competence) significantly increased perceived design utility. The results suggest that the process of adaptive customization services should be strategically managed to improve the customers' positive mental states that subsequently improve the perceived value of the output designs. Implications and suggestions for future studies are dsicussed.

• 산업경영시스템학회지
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• 제20권42호
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• pp.87-98
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• 1997

product to assign objectives for target manufacturing cost on the basis of consumer's function envaluation. The principal purposes of the study include: to improve product differentiation for those products with major usability functions and to prepare effective steps of product concept formulation. Since scant research has been conducted toward the approach suggested above, this study suggests a new method using conjoint analysis for classifying goals of manufacturing costs based on customer's function evaluation. The ultimate goal of this study is to compare and check. The cost estimate for each structure, and eventually to decide target cost values to be reasonably understood by the R&D team.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2007년도 춘계학술대회
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• pp.83-88
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• 2007

The demand for mobile content has been increased dramatically upon proliferation of usages of mobile devices and the development of various contents. In addition, mobile services to satisfy various desires of these users spread rapidly into our daily lives. So, companies need to grasp what values the users think most important among the mobile content services in order to develop successful goods and services. Therefore, this paper will analyze what decision factors the service quality of mobile content of theses mobile communication services has and how they influence to customer satisfaction, and it will give suggestions for improving content qualities

• 한국실내디자인학회논문집
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• 제17호
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• pp.12-21
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• 1998

Due to rise in a more sophisticated consumer and free distribution of foreign goods domestic department stores have been confronted with the need to change marketing strategy. The VMD strategy has become increasingly important as the means in reaching the contemporary consumer who has been sensitized to a visual style of marketing strategy. The use of VMD organizational elements have enabled us to create basic planning data that more accurately reflect our current marketplace trends,. The positive influence and supporting role of visual merchandiser is needed more than ever and will be an important part of future profit and customer satisfaction regardless of whether the customer is driven from image buying values and product-quality issues.

• 산업공학
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• 제21권3호
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• pp.343-353
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• 2008

Vendor-managed inventory(VMI) is a supply chain strategy to improve the inventory turnover and customer service in supply chain management. Unfortunately, many VMI programs fail because they simply transfer the transactional aspects of placing replenishment orders from customer to vendor. In fact, such VMI programs often degrade supply chain performance because vendors lack capability to plan the VMI operations effectively in an integrated way under the dynamic, complex, and stochastic VMI supply chain environment. This paper presents a decision support system, termed DSSV, for VMI in the retail supply chain. DSSV supports the market forecasting, vendor's production planning, retailer's inventory replenishment planning, vehicle routing, determination of the system operating parameter values, retailer's purchase price decision, and what-if analysis. The potential benefits of DSSV include the provision of guidance, solution, and simulation environment for enterprises to reduce risks for their VMI supply chain operations.

• 한국자동차공학회논문집
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• 제7권5호
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• pp.213-220
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• 1999

The life data analysis of the system and component are useful to describe the result of reliability test in product life to satisfy customer's growing need and to change test specifications or design criteria by life data analysis. And vehicle durability tesr occurred market environment. In this study, a statistical analysis for the wear life of brake pad linings helped perform correlation procedure between vehicle durability test and market. B-life values of the brake pad wear life data from both vehicle durability test and marker usage were compared to determine acceleration of the test by the Weibull, normal and log-normal distribution. The acceleration coefficient of the vehicle durability test can access to evaluate design criteria of product and test specification.

• 전기학회논문지
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• 제62권3호
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• pp.306-311
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• 2013

The Real-Time-Pricing (RTP) brings greatest values in terms of economic incentives and efficiency among the dynamic pricing schemes. The electric power industry in Korea is mainly operated by publicly owned utilities and strongly regulated by the government; therefore, revenue reconciliation of RTP is inevitably required to prevent revenue deficits. In this paper, a revenue reconciliation of real-time pricing considering imperfect information on customer response is proposed to prevent revenue deficit and distortion of the spot price. A case study is present to verify the applicability of the proposed method.

• 경영과정보연구
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• 제15권
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• pp.147-164
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• 2004

The purpose of this paper is on employees as internal customers and the critical role this group plays in the delivery of quality results. The set up of research model for verification was as follows. The research model was drawn as internal service quality level $\Rightarrow$ internal customer satisfaction $\Rightarrow$ enterprise outcome. Then, two hypotheses were established to the research model. Through the factor analysis and multiple regression analysis, the results are as follows. First, internal service quality level turned out to be affected indirectly through internal customers' satisfaction rather than a direct factor to affect the enterprise outcome. Second, internal customers' satisfaction was proved to be the most important factor for the enterprise outcome as ti was the intimate factor precedent to the enterprise outcome. However, there could be a variation of response according to the personal circumstances of respondents since the respondents were from different enterprises and consisted various job positions and age group. Namely it included a limitation of rather unaccurate resulting values because the transverse methods were performed for convenience though it needed a longitudinal research to accomplish the general purpose of this study.