• Journal of Service Research and Studies
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• v.13 no.3
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• pp.147-159
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• 2023

This study is a study to develop a model for measurement and processing of experience data, which is emerging as a core value in quality management of medical services. In the theoretical background, a literature study was conducted on the importance of experience in medical service, measurement and processing of experience data, and realization of patient-centeredness. Based on these literature and theoretical background research results, operational definitions were performed for the following four research variables, and statistical tests were conducted. Hypothesis 1 is the effect of measuring experience data from the perspective of three factors on persona modeling, Hypothesis 2 is the effect of persona modeling on service blueprint visualization, Hypothesis 3 is the effect of service blueprint visualization on realization of patient-centeredness, and Hypothesis 4 is persona modeling This is the effect that modeling has on the realization of patient-centeredness. After data-based testing of factor analysis, reliability analysis, and correlation analysis, all four hypotheses were adopted as a result of verification using regression analysis. In conclusion, in an era where it is difficult to recognize the value of having only good medical staff and medical equipment in hospitals, it was possible to grasp the meaning that what kind of medical service experience is continuously obtained is more important to patients than the effectiveness of medical staff and medical equipment. In the era of the service economy, the core of hospital service competitiveness is providing attractive experiences, which is the real strength of hospitals, so the measurement and processing of experience data, which is the subject of this study, will have an important meaning in realizing patient-centeredness and realizing smart hospitals.

• Journal of Digital Convergence
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• v.18 no.7
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• pp.299-306
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• 2020

The purpose of this study is to find out specific measures that can help the management strategy of patient-centered medical institutions by conducting research on patient experience surveys of convergence outpatient medical services using data mining techniques according to changes in patient-centered medical culture. Using the raw data of the 2018 Medical Service Experience Survey, 8,843 people over the age of 15 who had patient experience in outpatient medical services were analyzed. Decision tree analysis was performed. The determinants of satisfaction with outpatient medical services patient experience were the doctor's area and patient's rights protection area, and the determinants of intention to recommend outpatient medical services were the doctor's area and facilities comfort. Women evaluated the experience positively in overall satisfaction as compared to men, and those over the age of 60 positively evaluated the overall satisfaction and intention to recommend. It is significant that the outpatient experience decision-making model is presented, and that the doctor's area, patient's rights protection area, and facility comfort are important factors. Long-term research on the 'Medical Service Experience Survey' is needed, and research on the inpatient medical service experience is needed.

• Journal of Service Research and Studies
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• v.11 no.1
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• pp.21-30
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• 2021

This study examined methodologies for establishing a customer experience-focused innovation strategy, which is essential to transforming existing collection and preservation-oriented museum service into a visitor-oriented service. To this end, a review of studies examining good customer experience and bad customer experience was conducted, focusing on change in museum environments and customer experience from the service science and customer experience management perspectives. Research was conducted to present and prove. Implementing a customer experience-oriented innovation strategy in a museum requires exploring the various approaches that can be used to reach the target state from the present state, focusing on the customer, and selecting the most appropriate transformation plan. This study found that effective approaches are distinguished by the fact that they generate positive emotions in customers and use customer experience data to make important decisions regarding the establishment of practical resources in museums. This innovation model was developed and validated by analyzing how it differed from existing evaluation methods. Finally, a regression analysis using the customer experience measurement procedure, customer experience diagnosis/evaluation, customer experience innovation strategy, and museum performance as variables revealed a significant causal relationship.

• Journal of Service Research and Studies
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• v.11 no.2
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• pp.67-77
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• 2021

This study is a study on the methodology of establishing an innovation strategy centering on the customer experience, which is essential in order to transform the existing collection and preservation-centered mutual aid company service into a visitor-centered service. To this end, we conducted literature research on environmental changes in the funeral industry from the perspective of service science and the significance and value of customer experiences within them, good customer experiences and bad customer experiences from the perspective of customer experience management. A study was conducted to present and prove a specific model. The customer experience-oriented innovation strategy of the funeral industry means to search for various alternatives that can reach the target state from the present state, focusing on the customer, and select the most appropriate transformation plan among them. As an effect of application, it was found that it is a source of differentiation by generating positive emotions to customers, and that customer experience data is highly helpful in making important decisions for the actual resource input of the parent company. This innovation model was presented, and its value was firstly proved by analyzing the difference from the existing evaluation method. Finally, as a result of analyzing the causal relationship through regression analysis using the customer experience measurement procedure, customer experience diagnosis/evaluation, customer experience innovation strategy, and cooperative company's performance as variables, the relationship proved to be significant.

• Korean Journal of Social Welfare
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• v.65 no.1
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• pp.325-346
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• 2013

This study aimed to have an understanding of how the users of comprehensive care service for the aged experience the user-centered services. For this, this study placed focus on the essential aspects of the experience of using the service including the meaning of the choice of users being emphasized as practical principles in user-centered services as well as the real context of such a choice. The research methods suggested by Giorgi in phenomenological studies were adopted for data analysis, and intensive interviews were conducted for 10 users living in Seoul who are over 65 years of age. According to the results of the analysis, the interviewees' experience of the service as users were categorized into the elements of "restricted choice of service", "unstrengthened right for the users", "ambivalent emotion about the service", and "awareness of the importance of the relationship with the caregiver", and the essential phenomenon in their experience of the service was "the importance of relationship within restricted choice". This study found out that the choice or self-determination of users was still restricted in the usage of user-centered services. It also found out that the users think it more important to have a positive relationship with the caregiver than the choice of the service granted to them. On the basis of such research results, political implications are proposed to help the establishment of user-centered services.

• Journal of Digital Convergence
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• v.18 no.6
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• pp.401-409
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• 2020

The purpose of this study is to develop a convergence inpatient medical service patient experience management model(IMSPEMM) that can help in the management strategy of a medical institution to create a patient-centered medical culture. Using the original data from the 2018 Medical Service Experience Survey, 593 people with medical services inpatient(MSI) over the age of 15 were analyzed. By using the decision tree model, we developed a prediction model for overall satisfaction(OS) with the inpatient medical service experience(IMSE) and the intention to recommend patient experience(RI), and were classified into 4 and 7 types. The accuracy of the model was 68.9% and 78.3%. The OS level of IMSE was the nurse area and the hospital room noise management area, and the RI decision factor was the nurse area. It is significant that the IMSPEMM for MSI was presented and confirmed that the nurse area and the noise management area of the hospital room are important factors for the inpatient experience. It is considered that further research is needed to generalize the IMSPEMM.

• The Journal of the Convergence on Culture Technology
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• v.8 no.3
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• pp.203-212
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• 2022

The purpose of this study is to investigate the nature of the experience of Emotion Focused Psychology Coaching, and what kind of changes happened for the participants through the experience. For this, in-depth interviews were conducted with four participants who had experienced five sessions of Emotion Focused Psychology Coaching. The interviews were analyzed using the phenomenological analysis method of Colaizzi. Emotion Focused Psychology Coaching is a new coaching psychology model that combines Greenberg's Emotion-Focused Therapy (EFT) and the ICF Core Competencies. The findings show that prior to the experience of Emotion Focused Psychology Coaching, the participants had avoided or suppressed their emotions, which in turn prevented them from exploring effective interpersonal relationships or alternatives in their actions. On the other hand, after they experienced Emotion Focused Psychology Coaching, their perception of emotions, emotion regulation, emotional expression, empathy for the other, etc. were developed in adaptive ways and the participants could present effective alternatives.

• Journal of Digital Convergence
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• v.16 no.2
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• pp.287-292
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• 2018

The purpose of this study is suggest the guideline by analyzing and categorizing the case of trends of Beacon technological development and Beacon-Based service in culture and art space of domestic and overseas. I did some literature research followed with theoretical background of beacon service, also did case study of beacon service application in domestic and overseas culture space. The result indicate that beacon technology can provide a variety services in a wide space. Through domestic and overseas case studies, it was found that beacon service in domestic exhibition space should be given as experience-oriented services beyond benefit-oriented services. As this point of time, this study will become a good resource for various communication services through beacon service in Korea.

• Electronics and Telecommunications Trends
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• v.32 no.4
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• pp.11-20
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• 2017

본고에서는 인지증강을 위한 서비스, 경험정보 인식 기술과 경험정보 모델링 기술에 관한 동향을 살펴본다. 경험정보 기반 인지증강 서비스를 위해 기존의 센서 데이터 중심의 인식 기술과 더불어 개인 경험상황의 특징을 고려한 인식기술에 관한 연구와 다수의 이질적인 경험 데이터를 기반으로 한 사용자 특정 패턴분석을 위한 경험정보 모델링 및 분석 기법에 관한 지속적이고 폭넓은 연구가 필요하다.

• 한국HCI학회:학술대회논문집
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• 2007.02b
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• pp.582-591
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• 2007

지금까지 HCI분야의 많은 연구들은 사용성 (Usability)을 중요한 연구 주제로 인식하여 왔다. 그러나 연구의 범위를 사용성에 한정하는 것은 HCI 분야의 잠재성을 좁히고, 사용자 경험 (User Experience)의 개념도 좁은 범위로 한정시키게 된다. 따라서 향후 HCI 분야의 연구는 정보 기술의 사용성 측면의 뿐만 아니라, 정보 기술의 사용을 통한 다양한 사용자 경험을 구조적인 관점에서 살펴보아야 한다. 즉 사용성 중심의 연구가 아닌, 보다 전반적이고 구조적인 측면에서 사용자 경험을 살펴보는 새로운 방향의 HCI 연구가 필요할 것으로 보인다. 이와 같이 사용자 경험을 보다 전반적이고 구조적인 측정에서 이해하기 위해서는 사용자가 특정 정보 기술의 사용을 통해 추구하는 가치 (Value)와 그와 같은 가치를 실현 시킬 수 있는 정보 기술의 속성 (Attribute) 및 결과 (Consequence), 그리고 속성, 결과, 가치 간 연관 관계를 구조적인 측면에서 살펴보아야 한다. 본 연구는 사용자 가치에 대한 대표적인 이론인 Means-End Chain Theory와 속성, 결과, 가치 간 연관 관계를 파악하기 위한 정성적 연구 방법론인 Laddering 기법을 기반으로 사용자 경험 구조 파악 및 가치 중심적 HCI (Value-Centered HCI)를 위한 새로운 연구 방법론을 제안하고자 한다. 또한 본 연구에서는 새롭게 제안된 방법론을 통해 모바일 인터넷 서비스에 대한 사용자 경험 구조를 도출하고, 모바일 인터넷 상황에서 도출된 결과 및 본 연구에서 새롭게 제안된 방법론의 이론적이고 실용적인 의의를 제시하고자 한다.