• Journal of Information Technology Applications and Management
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• v.20 no.1
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• pp.173-195
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• 2013

This study is to analyze the impact of the absorptive capacity and information technology (IT) on firms' innovation. The absorptive capacity is measured by R&D investment intensity, R&D manpower concentration, and the firm's size. We try to see the interaction effects between the absorptive capacity and IT usage on firms' innovation. We also look into the differences of the impacts between manufacturing industry and service industry as well as IT industry and service industry. We found that IT and R&D intensity have stronger interaction effect on innovation in manufacturing industry than in service industry, which shows that IT plays a more important role in the accumulation of knowledge in R&D activity in manufacturing industry. Contrarily, in service industry, IT and R&D manpower concentration has significant interaction effects on innovation. This means that the role of IT in service industry is sharing knowledge and experiences among employees in service industry. The interaction effect between firm's size and IT has positive impact on innovation in manufacturing industry, while it has negative impact on innovation in service industry. Finally, we found that the interaction effect is statistically significant in non-IT industry, while it is not statistically significant in IT industry.

• Journal of Distribution Science
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• v.18 no.8
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• pp.35-45
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• 2020

Purpose: Do close linkages among employees during service encounters always enhance customer satisfaction? Drawing on literature in social psychology, this research argues that under certain circumstances close linkages among employees undermine customer satisfaction. More specifically, this research explores a service failure context and shows that higher task interaction among employees during service encounters leads to higher perceived firm entitativity, resulting in an individual employee's service failure being detrimental to customer satisfaction with the firm. Data and research methodology: A series of experiments using scenarios across different service contexts was used in order to test hypotheses. Data was collected via Amazon Mechanical Turk and the models were tested using Hayes PROCESS. Results: The results show that interactions among employees during service result in 1) lower satisfaction with the firm and 2) lower revisit intentions in the future when there is a service failure by an individual employee. Following the main effects analysis, mediation analysis shows that the effect of employee interaction on customer satisfaction with the firm and revisit intention is mediated by perceived firm entitativity. Implications: By examining contexts where employee interaction may be detrimental to firms, this research provides novel insights on how to manage communications among service employees.

• The Journal of Information Systems
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• v.26 no.4
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• pp.87-106
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• 2017

Purpose The main purpose of this study is to examine whether the expectations and outcomes of the bicycle-sharing service significantly influence users' expectation disconfirmation, satisfaction, and continuous intention to use. In addition, we will verify the moderating effect of social interaction in bicycle-sharing service on the relationship between satisfaction and continuous intention to use. Design/methodology/approach Based on previous studies dealing with determinants of bicycle use, users' expectations and outcomes of the bicycle-sharing service were measured by three variables; accessibility, convenience, and safety. To collect the data, we conducted a survey of undergraduates at a university located in Seoul for three weeks, beginning March 6. Participants completed the first questionnaire, which measured expectations of the bicycle-sharing service based on the attributes and social interaction before using the BSS. After a few weeks, the same participants completed the second questionnaire, which measured outcomes of the outcome, disconfirmation, satisfaction, and continuous intention to use the BSS. Only participants who completed both surveys received monetary compensation. In order to test hypothesis, the Smart Partial Least Square (SmartPLS) modeling technique was applied. Findings In terms of main effects, based on the expectation disconfirmation theory, the results indicated that there were significant relationship among expectation, performance, disconfirmation, and satisfaction. In particular, it was verified that disconfirmation completely plays a mediating role between performance and satisfaction. In addition, the moderating effect of social interaction was examined. There was a significant interaction effects of social interaction and satisfaction on the continuous intention to use for leisure purpose. Finally, this study is expected to contribute to the study of resource sharing in the field of tourism and provide baseline information for future research.

• The Research Journal of the Costume Culture
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• v.15 no.4
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• pp.551-568
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• 2007

The purposes of this study were to identify factors of dissatisfaction and complaining behavior in internet fashion shopping mall, and to investigate constructs of service recovery for solution to this problems. Data were obtained from 201(male: 87, female: 114) internet fashion shopping mall consumer who have experiences of dissatisfaction and complaining behavior after buying products, and were analyzed using by descriptive analysis, factor analysis, Cronbach' $\alpha$, t-test. The results were as follows. First, the most response(80.4% of reponses) was experience to dissatisfaction through internet fashion shopping mall, and the most dissatisfied items were blouse, sweater, T-shirt in upper garment. Also, in men's case, the most satisfied price zone was not exceeding $30,000{\sim}50,000\;won$ and in women's case, it was not exceeding $20,000{\sim}30,000\;won$. Second, 7 factors of dissatisfaction(called quality, payment, delivery, price, interaction, returning/changing/refunding, contract) were identified after purchasing fashion products from internet shopping mall. 3 factors of complaining behavior(called private action, legal action, remedial seeking action) were investigated. Third, constructs of perceived service recovery were extracted from literature review: perceived interaction and justice. Perceived interaction were categorized into two factors: the interaction on the part of the consumer, the interaction in the part of the shopping mall. And perceived justice were categorized into three factors: interactional justice, distributive justice, procedural justice. Usually, university students were likely to take a serious view of service recovery through interaction and justice with internet fashion shopping mall.

• The Journal of the Korea Contents Association
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• v.11 no.11
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• pp.70-78
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• 2011

Today cases of using individual service on community TV are increasing with the advent of smart TV. The traditional way for using individual service like e-mail or SNS on TV is not simple and puts in too much time because it has to type so many text using remote control that is unsuitable for typing. In this paper, interaction using cube remote control is proposed in order to facilitate individual service on TV. It is simple interaction like shaking and tapping instead of a complex interaction method. In addition, it is believed that the proposed simple interaction using cube interaction might be one of great alternatives for using individual service on smart TV.

• Journal of Distribution Science
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• v.12 no.7
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• pp.53-61
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• 2014

Purpose - This study focuses on "large-scale marts," which is a typical discount-based retail channel (hereinafter, DRC), and provides practical managerial implications by applying the KD-SQS service quality factor based on customers' experiential perspective by developing and applying existing service measures. Research design, data, and methodology - The research subjects include adults who have experienced "large-scale marts." The research involved SPSS 20.0 and AMOS 19.0 packages; path analysis is used to analyze structural relationships. Results - First, physical aspects, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. Second, physical aspects, human interaction, and policy have statistically influence on store loyalty. Third, service value influences store loyalty. Fourth, service guarantee adjusts the relationship between service quality, service value, and store loyalty in terms of human interaction and policy. Conclusion - Among service quality measures, improving service value through personal service needs to be prioritized, while we need to develop different methods for the service guarantee system to effectively influence service value and store loyalty.

• Design Convergence Study
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• v.16 no.2
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• pp.223-238
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• 2017

Due to recent increasing of tour, leisure industries, customer's usage of service became more grouped and customer-to- customer interaction became more important. Under these service environment, it is easy to find cases of damaging other customer's service experiences by some customers who use service in selfish manner. Customers called 'Jaycustomer' usually happen in low frequency, but they are serious service failure because they can deliver bad service experience. It seems previous service design tools couldn't handle these cases enough. So it will be good to reinforce to handle these incidents. This study was based on the empirical insights of service design case study by using 'evil persona'. Literature review and survey were performed to find out proper servicescape for 'evil persona'. From analysis, the service environmental factors which affect frequency of negative customer-to-customer interaction were selected. Also, many cases of such negative behavior were gathered and sorted to find types and patterns which affected by selected service environmental factors.

• Journal of the Korean Operations Research and Management Science Society
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• v.39 no.1
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• pp.101-112
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• 2014

PSS (Product-Service System) is a competitive strategy for a service company or a servitized manufacturer. We investigate the product-service integration effect in a mobile phone service industry. Using choice-based conjoint analysis, we measure main and interaction effects of product and service. We collected a sample of size 171 from a college student group in Seoul, Korea. We find the existence of the interaction effect of product and service in PSS and show the direction of PSS strategy using main and interaction effect.

• Journal of Korean Society for Quality Management
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• v.48 no.3
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• pp.433-451
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• 2020

Purpose: The purpose of this study is to investigate how the type of virtual reality content production affects the interaction and immersion that is a virtual reality characteristic, and to provide the platform companies and content producers with the basic information necessary to provide the production and service of content suitable for VR characteristics. Methods: Based on the data collected in the survey, multiple regression analysis and hierarchical regression analysis were used. The measurement tools used in this study were studied through three-dimensional composition, including the characteristics and interaction and immersion of content produced in 2D, 3D and 360°, which are elements of virtual reality characteristics. Results: The results of this study are as follows. Among the types of content production, content produced with 2D and 360 technologies was found to affect immersion, while content produced in 3D affected interaction. Motion sickness has been investigated to affect both immersion and interaction. Conclusion: Service-provided platform enterprises and content-making enterprises should consider content-making and providing services that suit service characteristics and purposes, taking into account the characteristics of interaction and immersion in content-making investment and service delivery.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2008.05a
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• pp.861-864
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• 2008

In ubiquitous computing environments that can be connected to the networks any time any where, wearable computer should be able to offer a variety service. The necessity of a variety service using wearable computer becomes more important. In this paper, we can not only provide services over interaction of wearable computer devices, but also propose the method of the better service over interaction of the cell phone.